Consumer complaint received 2021-09-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Consumer Financial Protection Bureau CFPB XXXX XXXX XXXX XXXX XXXX  , DC XXXX To Whom It May Concern, I have multiple issues I would like to address concerning XXXX XXXX XXXX XXXX XXXX ( XXXX  ) and Bank of America ( BofA ) : Issue # 1 I am being strong armed into paying additional XXXX  NSF fees that BofA has already received. I am due a refund for overpayment. XXXX  stopped charging NSF fees to their clients a few years ago. Why am I still being charged fees, if the fees have ceased for other clients and I am being forced to pay more than is owed? Why hasnt the XXXX  fee fallen off automatically after 7 years as promised? The {$50.00} payments should have ceased effective as of XXXX of XXXX but yet they are continuing to be charged to my account. The mortgage began XX/XX/XXXX. I am due a refund! 

Issue # 2 The mortgage balance is incorrect and I have not seen any paper trail for the interest only payments that were payed straight to principle. Any late fees were paid on a separate occasion and along with any interest only payments. I need to see a detailed accounting of all monies given to BofA. Also there are discrepancies on my credit report. If a payment was returned and had to be made twice it was sent as a late payment to the credit bureaus. 

Issue # 3 I accepted the Pandemic Relief offered via the phone in XXXX of XXXX thru XXXX of XXXX and continued my regularly scheduled payments in XX/XX/XXXX {$770.00} approx. I was told via phone during the time I was offered the Pandemic Relief that the payments would be tacked on to the back end of the loan. I was told it was Optional to make an Escrow Payment. No one once told me if I didnt make an Escrow Payment that my mortgage was going to increase by {$200.00}, which is exactly what occurred between XXXX of XXXX till present. My mortgage insurance is thru XXXX. My mortgage payment went up to XXXX approx. then up to XXXX approx. It then Decreased by nearly {$100.00} in XXXX of XXXX back down to XXXX approx.. Still no real explanation as to why this was occurring. The first time I received any documentation about the Pandemic relief already received would be XXXX of XXXX ( 5-8 months ) after receiving the Pandemic Relief, this is unacceptable. I was misinformed about the Pandemic Relief and forced to suffer for their lack of correspondence. I only learned my payment had gone up when I received a text message ( randomly ) stating my payment hadnt been made. When I had already paid my mortgage the month prior. I then called the bank only to find out what was going on and was informed I still owed an additional {$110.00} plus dollars on my mortgage. At no time had I been notified of a mortgage increase. I was XXXX  retired as a XXXX XXXX due to an injury and this has caused me a financial hardship because I am on a fixed income. 

I received a mortgage agreement between XXXX  and BofA on XX/XX/XXXX at the mortgage closing. I have paid my mortgage to BofA including a {$50.00} XXXX  fee with the understanding that BofA would forward the payment received to XXXX. For whatever reason XXXX  hasnt received all of the payments that I have submitted to BofA and I am responsible for paying the said fees twice. I Dont Think So! No one has given me a valid reason as to why, I am told, I still owe {$600.00} to XXXX  bringing the total BofA would have received to {$6000.00}. When I have paid BofA {$5400.00} and was only obligated to pay {$4500.00} via the closing documents that stated after 7 years ( should have been by XX/XX/XXXX ) the XXXX fee would fall off my mortgage payment automatically, but that never occurred. In fact it has continued for 9 years at the present moment as of XX/XX/XXXX. The Map dept. which was the bridge between BofA and XXXX  was disbanded sometime in XXXX or XXXX of XXXX at BofA. The Map dept. was supposed to link XXXX and BofA ( the two entities together ) but the dept. was cancelled and utter chaos has prevailed. Now there is no one assigned with knowledge of account understanding of the program, and what is supposed to be managed is being unmanaged. There has been utter chaos ever since. I repeatedly called BofA to get answers and was quickly referred to XXXX whom referred me back to BofA. Basically I have been given the round around since late XXXX with no resolution in site. XXXX cant see any of the financial information at BofA so how on earth can XXXX give an account of missing monies they havent received from BofA. This is a total nightmare that I have been living with for far too long and it needs to be resolved as of yesterday. This has caused me an immense amount of stress and anxiety, because was no resolution after repeated contact with both parties for over a year now! Current XXXX clients dont have to pay a XXXX . An outside company currently pays the XXXX fees. So why am being charged XXXX fees? 

My next concern is that the balance showing on my account is off by several thousands. I have paid additional principal only payments upwards in the amount of {$3600.00} and they are not reflected in the balance shown. I would like an accounting of every payment made to BofA! There is some concern of inaccurate activity. 

I am deeply concerned about everything stated in this report, and I would like relief from the poor resolution efforts by BofA and XXXX. This has been gross management and customer care given by both both parties. I hope that all issues will be rectified and resolved to my satisfaction and that I will receive a refund for over payment. 

Sincerely, XXXX XXXX XXXX

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