Consumer complaint received 2019-02-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We did a re-finance on our home mortgage with Bank of America since they held the original mortgage we felt it would be easier than going elsewhere. A woman, XXXX XXXX, in the closing department asked for our information as to when our mortgage payment was withdrawn from our XXXX XXXX checking account ( date of month ). We told her it was withdrawn on the XXXX  of the month. To interject ... there are no escrow monies involved since we do our escrows on our own. XXXX stated that there was enough time to notify the proper department not to withdraw our XX/XX/XXXX, 2019 mortgage payment since they would have the mortgage paid off before the due date. Our closing was XX/XX/, 2019. To our shock on XX/XX/, 2019 the old mortgage payment was withdrawn by Bank of America. We called the bank to have this fixed and spoke to a woman named XXXX and she issued request number XXXX. She told us that they were going to 'reverse the mortgage money by wire '. We waited the 48 hours as she instructed us to and then contacted the bank again.We spoke to a woman named XXXX on the XXXX and she told us that we would not be getting the money wired back. In fact, we would be getting a check in a few weeks. We told her this was unacceptable and she got us so upset that we waited until the next day to calm down to call back. We spoke to a gentleman named XXXX and he gave us a request number of XXXX. He told us the money would be in our checking account on Monday, XX/XX/XXXX. Since the money never showed up on the XXXX we contacted the bank again and spoke to a woman named XXXX. She stated that the only information she had was that we were not getting the check anytime soon. We then requested a manager or  supervisor. Eventually a man named XXXX XXXX got on the phone and again we had to explain this whole situation. He said he would get the check expedited that day. Needless to say this did not happen. We need to let you know that during this whole time we were in constant contact with the closing department practically begging for help and the people involved just kept either being rude, ignoring us, and turning the situation around to us. We left voice messages for supervisors and their supervisors and nobody contacted us back. Ms. XXXX even stated to us that she told us to have the money stopped being removed from the bank account. This never happened! How would we do that since the new mortgage monies were coming out of that account? If you do record your conversations, as is implied during phone calls, then someone will hear her asking us for the information so she could handle this. The people that we constantly contact were XXXX XXXX, XXXX XXXX, and XXXX XXXX. Not one of them did anything to help. 
As of this moment we have not received our money.l We are in need of the {$710.00} to pay our bills. We are senior citizens on a fixed income. This is a horrible position to put us in. We need not to be late to pay the bills and do not want to ruin our credit scores that are over 800.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation