BSI is by far the WORST company I have ever been forced to work with. I was unwillingly transferred to BSI last summer randomly. No notice, no documentation. It was just gone out of my Essex portal showing as paid off... So once I finally figured out the BSI stuff I decided to refinance my home at the beginning of this year... Welp, don't get too excited if you want to refinance and are currently with BSI because they will make your life a living hell to get that completed. Mine still isn't complete. I started the process in January and it is now almost May... Everything for my refi is complete and has been completed for months, we are literally only waiting on BSI to give us a subordination release form for my new lender. One of their people on the phone laughed in my FACE as I was asking for the form. He told me they don't do that and I should have checked with my mortgage broker before I started my refinance and the only way to get the loan gone is to pay it all off in full...... But when my mortgage lady calls BSI, they say they will release it. So we are getting all kinds of mixed information. Not only is this keeping my refinance from closing, it's also causing issues with other policies I opened regarding this refinance. So my new home insurance is canceling today because we still haven't closed BECAUSE of BSI not releasing my form. And I'm now being asked to pay thousands of dollars upfront for my premium policies so they don't get canceled because it's mandatory to have active home insurance to get approval for a refinance. Lastly, good luck trying to reach anyone helpful on the phone if you call. I lost count of how many times they transferred me, almost all of them were rude or had an attitude and it was crystal clear that no one cared that I needed help. I was finally getting transferred to a supervisor, but the transfer took me all the way back to the main line to start all over again. Then they accused me of hanging up, which I definitely did NOT hangup, and said that that's why it took me to the main line, because I hung-up. What a joke, right? They go to transfer me to a supervisor again and I got no one. I just waited and waited and nothing.. I eventually just hung up after an hour of going in circles. I am LIVID with BSI and they should be put out of business for this. Just by reading hundreds of other people's reviews about BSI's awful customer service, fraudulent activity and how most clients were forced to use this service provider, that should be more than enough for them to be put out of business. With that being said, I still don't have the document I need to complete my refinance. Attorneys will be contacted at this point. read more

I'm currently on hold waiting to speak with a "Special Department " I've been holding for over 30mins. Earlier I called 3x and got a recording stating that the office was closed. This is pitiful and sad, BFI use to have great hold time and customer service read more

I am extremely disappointed with the service I've received from BSI Financial Services. I have spent over six months trying to get a simple request completed regarding the reinstatement of my electricity withdrawal for monthly mortgage payments, and the lack of timely response has been unacceptable. Every time I call, I'm placed on hold for 53 minutes or longer, only to be transferred or left waiting without ever getting to speak with anyone--especially in their legal department. No follow-up, no updates, and no resolution. The communication is terrible and the customer service is even worse. A mortgage company should never make it this difficult for a homeowner to manage their own account. Absolutely unacceptable experience. I would not recommend BSI Financial to anyone. read more

horrible company, Jeremiah agent id 4635 called me a lier, then hung up on me when he realized he was the one incorrect, not me lying. Caitlyn 3850 was nice and helpful. but supervisor candice never returned the call 3008 read more

I suspect BSI Financial Services engages in fraud because I never heard of them before and received a letter claiming they "...received an Automated Payment Plan (ACH) application" from me. I never did this and have no reason to. In this same letter they notify me they intend to deduct $5288.82 monthly from my personal bank account. Using their contact form I informed them this was clearly an act of fraud. I then sent a Certified letter confirming their letter was fraudulent, that I didn't apply for anything and instructed them to send me hard copies of any and all documents allegedly bearing my signature so I can review them. They replied by sending me an email advising me to go to their website, register and provide my personal information so I could see their response. ARE YOU OUT OF A MINDS?! I already suspect malicious activity...you think I'm gonna volunteer details about myself to you through a website that's probably malicious too? HOW STUPID TO YOU THINK I AM? Of course their came from donotreply@bsifinancial.com...that's not sketchy at all, right? So now I am in contact our attorney who will ensure they do not violate the Fair Debt Collection Practices Act or any other applicable laws and will contact law enforcement is they refuse to provide the requested documentation or take any action that causes me injury. Like I said, I have knowledge of this company, never contacted them, and am entirely on guard after receiving their letter dates 10-22-25. My attorney advised me NOT TO CALL THEM and to require everything be done formally, in writing given the potential for fraud and to refrain from visiting their website at bsi.myloanweb.com which sounds like a web of fraud to me. If you have never contacted BSI Financial Services and find yourself in a similar circumstance...take my attorney's legal advice and don't volunteer anything, don't visit or register on their website and do not call them. Be formal, use Certified Mail and create a paper trail for legal actions and law enforcement investigators. Play it safe. read more

I received emails from another mortgage service provider informing me that my mortgage would soon be transferred to them. It is strange that I didn't receive anything from BSI--not by mail, email, or website message--about this transfer. I started to think this might be a scam, so I submitted a service ticket to inquire about it. The ticket was marked "in process," and 2 seconds later, it was "completed," yet I still didn't get any information about the upcoming account transfer. No email, no message on the website. The person who handled the ticket simply closed it. I called them for clarification but was only able to leave a voicemail. Unsurprisingly, no one has called me back yet. Not to mention, their online document center has been non-functional for a few years. I couldn't download either my statements or tax forms. I had to submit a service ticket and have someone provide me with the download link in a message. After reading the reviews, I've realized there is a positive side to my frustration with them: it should be a positive move that I am leaving BSI soon--once I confirm that the account transfer is not a scam. read more

Worst customer service! We refinanced our mortgage with them several years ago. I recently tried to make an extra payment to the principal of our mortgage and, by error, (their payment page ‍ me) I played our mortgage twice. I called immediately and asked for a refund. They said no problem but it can take up to two weeks. That was January 3. Today is January 26. I still have not received a check. I just called to follow up and the agent I spoke with did not seem sympathetic or friendly. This is ridiculous. As it turns out the check was issued yesterday. I bet I don't receive it for another few days. This megalith is not an institution to turn to in a crisis. We are very disappointed with the lack of professionalism. read more

This company bought my loan and neglected to contact me until it was already 60 days past due then the representative told me oh you can only pay until your current. I asked what the payoff was she said $419 I said I want to pay it off. She then said you can't do a payoff You have to send in a request takes 3 to 5 business days for you to get it I am now on my third request and still no payoff quote and then I am told by the time I get it quote may not pay it off I was like what? This company needs to be investigated for shady practices because now I have 2 late pays on my credit score for measly $29 a month payment I had a perfect credit score until these people purchased my loan and never contacted me to bring it to my attention seems like they do whatever they can to not let you pay it off and get whatever late charges they can stay away do not do business with this company read more

Extremely Disappointed - Worst Mortgage Company I've Dealt With in 24 Years As a seasoned investor who has owned 9 different properties over the past 24 years, I can confidently say this is the worst mortgage company I've ever worked with. Their practices are misleading and seem intentionally designed to squeeze extra money from customers through escrow mismanagement and unjustified late fees. I was never notified by mail about an escrow payment increase. I had been making on-time mortgage payments without any issues--until suddenly, I received a credit alert that my score dropped from 780 to 660 due to a so-called "late" payment of a $600 escrow shortage. I was shocked to find out they charged a late fee for this, even though I was never informed of the balance due. To make matters worse, they switched my account to paperless statements without my consent. When I asked for the IP address that made this change, it traced back to BSI's own corporate location--meaning one of their employees made the switch without authorization. I even provided a screenshot as they requested, but after that, they stopped responding altogether. No apology, no resolution--just silence. Today, I received a misleading text message saying my mortgage payment was late again. This turned out to be another tactic to charge a late fee. I confirmed with my bank (who handles all my bill payments) that the payment had gone through on time. Even they were shocked. My bank representative got on a conference call with BSI, and despite confirming there was no actual delay, BSI still refused to waive the late fee. Even BSI knows I have always paid on time but didn't care for a customer or loyal customer. Their behavior is careless, customer service is dismissive, and their internal accountability is nonexistent. Everything I read in negative reviews has proven true in my own experience. I strongly urge others to avoid doing business with this company. read more

This company sucks! I tried to put my payment on autopay and they took an extra payment. I requested a reversal and was told it would take up to 2 weeks. It has now been 2 weeks and apparently they are mailing me a check! 100% would not recommend using this company. I have no choice since my original mortgage company sold my loan to them. read more

Our loan was paid off over a month ago and we still haven't gotten our escrow refund yet. We have been hung up on twice trying to inquire about it. Dumpster fire company. Had no problem getting our money on time but they don't care when its their time to pay. STAY AWAY read more

Zero stars if I could. Every single interaction I've had with BSI Financial has been a nightmare. The customer service is beyond rude -- it's dismissive, unprofessional, and outright disrespectful. Worse than that, they have lied to me in every single conversation. Not misunderstood. Not "misspoke." Lied. Directly. Repeatedly. They do not treat customers with honesty or basic human decency. I dread having to deal with them because every call turns into a battle just to get truthful information. It is shocking to me that a company in this industry can operate with such disregard for transparency, integrity, or professionalism. BSI Financial is, without question, the most horrific, frustrating, and infuriating company I've ever had the misfortune of dealing with. If you value your sanity, your time, and the truth -- avoid them at all costs. read more

I had no choice to be with this company, my mortgage was sold to them. This company does not even offer bill pay through the bank. Then, they claim no responsibility if you mail a payment in and it doesn't get processed for two weeks. I am uncomfortable with BSI's procedures and practices. read more

EVERY DISSATISFIED CUSTOMER READ THIS: In a nutshell. They ruined my credit (I couldn't get a federal student loan for my son or buy a new air conditioner for a whole summer in TX) and violated several laws. They refused to communicate with me until I filed complaints with CFPB, BBB, and another organization. **EVERYONE** NEEDS TO FILE A COMPLAINT WITH CFPB. IF THERE'S A TREND, THEY WILL INVESTIGATE, AND MAY FINE THEM. IN 2019 CFPB found them in violation of several consumer protection laws and ordered them to fix their problems. I can tell, l from reviewing these posts, that they're still up to the same shenanigans. The CFPB is the organization that can investigate- **IF** there are enough complaints filed with them (not on yelp, BBB, etc). That's what I learned. read more

This company has to be the worst for servicing mortgage loans. Since my bank sold my loan to them I have had to argue with them about correcting my escrow account. They don't understand basic payments to credit (add) to escrow (the payment was made as a regular monthly payment for the second time that month). Customer service will yes you to death but they will still process the payments incorrectly, no matter how many times you call, trying to correct the problem. This is the worst mortgage servicing company and I know as I was a mortgage processor for a couple of banks on the east coast for over 20 years. Avoid this financial service, they are unskilled and incompetent. read more

One of the worst companies I've ever dealt with. I've owned multiple properties and dealt with many different mortgage providers, and never had an issue even close to this one. My mortgage was sold to this company in late 2023. To make a long story short, my monthly payment more than doubled (133% increase) with absolutely no warning from BSI. I knew this wasn't possible for a fixed interest rate loan, but they insisted this was correct. I did my own research and found out they mishandled my escrow by paying taxes on properties not associated with the mortgage. To this day I still don't know how this is even possible. I tried to contact customer support to inform them of their error 10+ times. They still forced me to pay the new monthly amount even though it was more than twice what it should be. It took them over a month to even acknowledge they paid taxes on the wrong properties, but BSI never admitted they did anything wrong. They didn't care in the slightest that this caused me significant stress and financial hardship. In the end I had to refinance to get away from this company. The refinance ended up costing me thousands, but I have no regrets since it got me away from this nightmare. read more

run as fast as you can from bsi , if you have a loan with bsi, try to refinance, even if mean with higher interest., this company will try to put you home in foreclosure. I repeat try to refinance. home equity was sold to bsi. I was lucky to payoff my loan. read more

We started the refinance process on our home loan with BSI Financial on October 9, 2025. As we went through the paperwork requirements, we were informed that there would not be any out-of-pocket costs except for the cost of the appraisal. They did not honor this and changed the loan documents without notice on the day of closing. After speaking with several BSI representatives, including JJ Chitwood, Pamela Laverde, and Matt Chengerian, they refused to honor the agreement of zero due at closing. This company is disorganized and predatory. We will no longer do business with BSI Financial Services. read more

Unfortunately our mortgage loan was sold to BSI. This is by far the worst mortgage company I have ever dealt with. This is the first time in my 26 years of owning different homes and mortgages that a mortgage company has not paid our homeowners insurance. My husband and I have called and called and keep getting BSI representatives that keep saying the check has been mailed. I have had to call about fifteen times now and today I got a notice that our homeowners insurance will be cancelled if payment is not received. This is included in our mortgage payment. Now we will have to pay the insurance so we don't lose it. I give this company zero stars! read more

Constant headaches with this company. make a payment and it is withdraw via autopay. now they are saying the payment was not receive. multiple times we have tried to contact them even sent bank document. stay away from this company. Our mortgage was sold to BSI in Feb 2024. Constant hassle since day one. read more

Recently, several of my mortage loans were purchased by WesBanco and then servicing was transferred to BSI financial services. They now service 4 of my mortages. They have possibly the most useless online payment system in the entire world. I have to set up 4 separate online accounts to pay these damn loans. How stupid is that? This being my first experience with BSI, I did a little online research about who WesBanco sent the servicing of these loans to. Now I have no faith in what will happen. What a disaster and I have absolutely no say. Super read more

Terrible mortgage company. Almost zero customer service, and when you do get customer service the information is generally inaccurate.

Terrible online services , there online portal is OK but overall is not user friendly. There online drafting services take forever. multiple times my payments have been marked as late because they draft a week before the actual date. for example I had a payment due on the 15th. they charged/drafted my account on the 9th I had no money in there so it was marked as late. and I received no notification. Luckily I checked before the end of the month or else I would of had a serious issue like I did a couple months prior. There phone customer service is also trash, 2st you'll get someone rude that you can barely here because the phone is braking up. and they are rude short and not polite and then by the 2nd or 3rd call you finally get someone who speaks clearly has good service and will take care of you. stay away read more

This company deserves 0 stars but since it won't let me they get 1 star. My mortgage was sold to BSI a few years ago. I have been paying my payment every two weeks. I recently found out that they aren't reporting my payments to the credit bureau and it states we are 90 days past due and they changed my term to 500 months. We now can't get a loan because of what they have done to my credit. Looking at my monthly statement it shows I owe two payments but when I login it states I don't owe a monthly payment in two months. My total balance isn't changing, I went into detail on my statement and found that $5,000 isn't applied to my loan. When contacting them I get a email saying they sent the request to the right department. 3 days later I get on my account and it now shows there is a payment reversal and its being bought by another company. I have 5 $20 fees no explanation of the fees or being bought. They charged my account for two payments. This company shouldn't be in business and needs to be shut down! It's been nothing but a huge hassle and is now affecting me getting any loans. I will be reporting them but STAY away read more

There is no way to get in touch with a live human at this company. They do not answer emails and there is no way to speak to a live human on the phone. How can a company operate like this? read more

Tried to switch to my wife's bank account for autopay after 5 yrs of using my account. Do not know why it wouldn't work but still didn't work after 3 different attempts. Offered to mail them the payment and they told me not to do it, they would get it worked out. Finally had to switch it back to my account to get them paid, then they reported me as 30 days delinquent to all agencies the day after I paid them. Asked them to remove it and they told me no, despite an excellent past payment history and proof that I had tried multiple times to pay them multiple different ways. Even tried using a debit card to pay them but they do not accept that method. They a heartless, soulless heathens. read more

Our loan was paid in full when we sold our home. They processed an additional monthly automatic mortgage payment after the loan was already paid off. When I called they said we should receive a check in the mail since it was a mistake. It's now been 2 months and they have yet to reissue that payment as well as cut our check for the remaining escrow they owe us. I've had to call customer service 4 times now and every time it's a different excuse and another future date. read more

The absolute WORST company I have ever worked with. My loan was sold to BSI, what a nightmare. I paid my mortgage every 2 weeks, BSI hit me with a $500 late fee because they said my payment was late! Never mind that i made extra payments. When I started with them their computers were updating customer information and it took over a month to get my name into the system. they slapped me with another late fee and late payment reported to credit bureau, after they said they wouldn't. And they are completely unreasonable to work with. Customer service is a nightmare. I've even spoken to managers and had the same experience. One year they decided I wasn't putting enough in my escrow so they increased my payments by $400/month, and then they gave it all back to me after a year of hardship. If I could, I would have given them a zero! RUN LIKE HELL. read more

3-5 days on a payoff. 9 days later they just give the run around stalling . sending ridiculous fees without a payoff. their negligence has costed 50,000+. anyone that sees that name on any of their financial paperwork run. run. run. unethical people here. read more

One of the very worst loan companies I have ever dealt with. I had a major pipe leak and my homeowners had to send them the check because it was over 40,000, and they kept 2 checks for 2 months. It wasn't their monies it was mine. After all, they don't pay my insurance, I do. Nothing but total stress. The only person there that really has a brain is Katz, she followed through and I'm actually get the check on Tuesday, I hope. They don't care about YOU!!! read more

Full disclosure, I have never had a mortgage, let alone with BSI, but I worked in customer service for a little under two years. I was one of the more senior employees there, as most people rarely stuck around longer than a few months. We are given next to no training, maybe one day shadowing at the most, and a day or two of someone monitoring our calls and trying to advise by talking over the customer on a separate line. Customer service is encouraged to tell customers whatever they want to hear just to get them off the line as fast as possible, and they are only concerned with what the numbers look like on paper. We were required to have a certain amount of calls every day, that would average out to about 1 call every five minutes. There is no help or support provided to understand issues or legalities, just impossible to navigate web pages full of articles vaguely explaining various issues in the most difficult to understand way. When I was there, it was already very difficult for staff to keep up with the call volume, we were often REQUIRED to work several hours of overtime every week, and the collections department had to pick up the over-spill. Then the company bought out several thousand loans, making our call volume drastically increase. It was not uncommon to have more than 500 calls waiting, with around 20 agents max at any given time. Wait times of 2 hours were the norm. Then a few months later, they took on another several thousand loans, and again repeated the process. But every single time, it was customer service department that was blamed for not being able to handle the calls and meet the insane 'goals' the company set. We would have an automatic dialer for collection calls, or to reach out in response to an issue, but we weren't made aware of this, and the auto-dialer for the return queue calls were also coming in. So we would ask the person that answered how we could help, only for them to have no idea why we were calling them, leaving us to scramble to navigate obsolete software to figure out what was going on. read more

I wish there was an option to give negative stars. My loan was transferred to these idiots in Jan 2024. The first payment I made was ok. Then the VERY next day, they helped themselves to a SECOND payment! My account is now overdraft by over $1500 and I can't get anyone on the phone to speak with about this! It's 100% automated! Not like this review will help anyone since you can't pick who handles your loan, but it seems to be the case with this company; nobody likes dealing with them. And they have lawsuits against them, surprise surprise! F*ck this company! read more

This is the worse lending company I can imagine in the US from reading other reviews and from my own experience over the past few years. They'll draft a payment, shows in the bank, then put it back in the account and charge fees stating insufficient funds when I've had more than enough in it. Not only do I go back and forth with BSI, I then look like a fool from my bank. Made several payments not took out with fees, several calls ensuring the correct account numbers. Spoke with several reps stating the account is in good standing, only to check it on the website the next day and it states something else. If your spouse isn't on the account, they will not let you make payments or set up payments. Mine is constantly out of town for work so it's my responsibility to make sure bills are paid, and he works nights if that. They will take a payment from my account but if I try to set up over the phone, nope. I got so damn mad. Told me I authorized the payment. How do you know that?! The account holder can try to draft from ANY account then and you will gladly take it. Save yourself the trouble and go somewhere else, even if the rate is higher. All these piss poor reviews with similar issues should scream red flags! read more

They charged me roughly $400.00 to pay off a loan that was supposed to not have early payoff fees. They explained that the fees for this and for that are why it cost me so much to pay it off. Customer service is trained to explain everything, whether it makes sense to you, they are good at convincing you that it is ok for BSI to take your money. Customer service will fight with you as if it were their money that they were fighting you for. read more

My loan was sold to this business and they have been HORRIBLE!!!! when my home owners insurance is due to be renewed they act like I don't have it! I dealt with them for weeks, THEN my insurance company had to contact them directly multiple times to prove I had home owners insurance because BSI is the most incompetent bunch of sh*t heads imaginable. That was last year.....this year it is starting to happen again! I let it go after last year, but I can't this year. I'm going to be forced to verbally abuse every stupid f*ck*r that answers their phone just to make myself feel better dealing with them! read more

BSI Financial failed to pay my Homeowners Insurance premium (with the funds they held in escrow for taxes & insurance) leaving me uninsured for over 2 weeks, until I got a letter from them demanding I provide proof of insurance. I immediately called my insurance company and when they confirmed my policy lapsed, I made a full year's payment by phone, on the spot. Now, I'm trying to get them to refund my escrow so I can just pay the taxes & insurance on my own. I don't trust them to handle it. My original mortgage was sold to BSI, without my input. If interest rates weren't going up, I'd take my business to a different bank. I definitely do not recommend BSI Financial. read more

Worst financial service. Please do not work with them. Customer services are rude. Save yourself some peace time.

Not having a good time with this people at all,,, fees that makes no sense and no explanations,,, they just received my mortgage and the first thing a see are fees,, wtf ??? I'm not the only one with this problem. The mortgage payment are suppose to stay the same by laws,,, they know this but still try to nickels and dime people out of their cash.. read more

I have been on the telephone for over 47 minutes trying to clear up a matter with BSI stating that they do not have a record showing I have insurance on my property. The loan I have was initially with Mortgage Solutions and was transferred to BSI without my knowledge. As of yet I have not been able to converse with anyone in the insurance department from different calls in the last two days. Today trying to reach someone in customer service was just a futile. My insurance company tried in vain yesterday to reach some, even to the point of leaving a voicemail. This company SUCKS. Kenneth S. read more

BSI recently acquired my mortgage, and they are awful. I called with a question about the transition of my auto-pay, and the person was incredibly rude and clearly had no interest in me as a customer (literally, their job). The website works easily enough, so hopefully, I will never need to interact with their personnel again. Many companies are doing customer service extraordinarily well these days-- there's really no room for those who aren't even trying. Avoid if you can! read more