Consumer complaint received 2020-11-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Bank of America Mortgage Complaint Complaint : Made online {$45.00} additional principal payment on XX/XX/XXXX, that was never credited. 
Background : Had been making weekly online principal payments in the amount of {$45.00} beginning XX/XX/XXXX thru XX/XX/XXXX ( every Tuesday ). 
Emailed Bank of America Mtg. proof of payment in question Sequence of events : XX/XX/XXXX - Noticed payment was not credited Attempted phoning numerous times and every call there was a hold time of 60-90 min. 
Attempted messaging numerous times via online account and message would not send. 
XX/XX/XXXX - Phoned XXXX spoke to XXXX XXXX apprising her of the situation - nothing happened XX/XX/XXXX - Phoned XXXX XXXX, re-told situation and was given a Case # XXXX XX/XX/XXXX - I received confirmation via BoA online messaging XX/XX/XXXX - Called back nothing, I messaged questioning status XX/XX/XXXX - BoA messaged requesting proof of payment via email, fax or mail XX/XX/XXXX - Emailed XXXX my XXXX XXXX statement showing online payments to BoA on XXXX, XX/XX/XXXX, and XX/XX/XXXX XX/XX/XXXX - Messaged BoA that proof was emailed XX/XX/XXXX - BoA messaged thanking for update XX/XX/XXXX - BoA messaged to send proof XX/XX/XXXX - I emailed proof again XX/XX/XXXX - BoA messaged case was assigned and in progress XX/XX/XXXX - BoA messaged they could not fulfill request and closed the case XX/XX/XXXX - I emailed info again and messaged BoA XX/XX/XXXX - Emailed info again XX/XX/XXXX - BoA messaged questioning if I sent info XX/XX/XXXX - Phoned BoA XXXX XXXX XXXX, explained once again the situation and that the case was closed because they did not have the info, the same info I sent 4 times. She asked me to sent it to her directly at XXXX. She confirmed receipt of the proof and stated it would be escalated. New Ref # XXXX XX/XX/XXXX - I messaged BoA questioning why case was closed and why they did not bother to open emails and gave new ref # XX/XX/XXXX - BoA messaged stating they have the proof document and blaming the failure to post on a system issue XX/XX/XXXX - BoA messaged requesting the proof once again. 
XX/XX/XXXX - Phoned XXXX XXXX said he sees the proof and will forward to manager XXXX XXXX and to wait 48hrs. 
XX/XX/XXXX - Messaged BoA and again gave new Ref # XX/XX/XXXX - BoA messaged stating submitted Ref # asking for additional time XX/XX/XXXX - Phoned XXXX XXXX ( XXXX ) then transferred XXXX to XXXX - given another Ref # XXXX. Asked to speak to manager XXXX XXXX - would not transfer. 
XX/XX/XXXX - Messaged BoA stating new Ref # ( 3rd ) XX/XX/XXXX - BoA messaged in process of obtaining additional info and requesting 20 business days XX/XX/XXXX - Messaged that was not acceptable XX/XX/XXXX - BoA messaged apologizing and ask for patience XX/XX/XXXX - Phoned XXXX XXXX ( Texas ) sent to research dept Escalated again - asked to wait 24-48hrs XX/XX/XXXX - Messaged BoA XX/XX/XXXX - BoA messaged in process of completing and wanting more time XX/XX/XXXX - Messaged BoA stating this needs to be resolved today XX/XX/XXXX - BoA messaged stating congratulations that the {$45.00} payment was applied on XX/XX/XXXX XX/XX/XXXX - Messaged BoA the XX/XX/XXXX payment ( paid on XX/XX/XXXX ) is NOT the payment in question, it is the XX/XX/XXXX payment XX/XX/XXXX - Phoned XXXX XXXX  sent to manager and had it Escalated ( again ) and I requested to speak with a manager and I would hold ( I held for approx 60min ) then she asked if I would like a manager to call me back and I agreed. She stated a manager ( XXXX, XXXX XXXX or XXXX XXXX ) would call within 24-48hrs. It is XX/XX/XXXX, well over 48hrs., 150hours to be exact. 
XX/XX/XXXX - Messaged BoA XX/XX/XXXX - Messaged BoA requesting that phone call from a manager. 

Today is XX/XX/XXXX and this has not been resolved.

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 non-monetary relief