Consumer complaint received 2020-08-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We made our final payment to the Countrywide unit of Bank of America on XX/XX/XXXX. Bank of America sent an incorrect " Satisfaction of Mortgage '' to XXXX County and ourselves. Unknown to ourselves, the " Satisfaction of Mortgage '' was not correct and was not applied to our property. 
When we attempted to sell our property, the title was not clear. 
Bank of America will neither send a corrected " Satisfaction of Mortgage '' nor send an explanation why they will not. 
We simply want a valid " Satisfaction of Mortgage '' recorded by XXXX County, Florida. 

following below is a sample of the response we have receive to date. 

XXXX XXXX Thank you for contacting Bank of America XXXX XXXX. We have received your e-mail. 
A member of our team will get back to you within two to five business days. 

We appreciate your business and look forward to serving you, Bank of America XXXX XXXX -- -- - Original Message -- -- - From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX  GMT-05:00 Subject : RE : RE : General question about my account we have not received your corrected # Satisfaction of Mortgage # document XXXX XXXX > >Dear XXXX XXXX, > >Thank you for contacting Bank of America . We apologize for the delayed response due to an unexpected increase in online banking emails. 
> >In response to your email, our records indicate that we have responded to your email inquiry on XX/XX/XXXX regarding this matter and we trust that your concerns have been met. 
> >If we can be of further assistance, please don't hesitate to contact us at XXXX. And thank you for choosing Bank of America as your home service partner! 
> >Sincerely, >Bank of America > > -- -- -Original Message -- -- - >XXXX & XXXX XXXX >XXXX XXXX XXXX XXXX. XXXX, Florida XXXX XXXX > > >Thursday, XX/XX/XXXX > >XXXX XXXX XXXX >XXXX XXXX XXXX XXXX. 
XXXX XXXX XXXX XXXX >XXXX XXXX XXXX XXXX >XXXX Arizona XXXX > >reference : Satisfaction of Mortgage > >Dear Mr. XXXX : > >On XX/XX/XXXX XXXX XXXX prepared a? Satisfaction of Mortgage? document for our mortgage paid in full to Countrywide XXXX XXXX, a unit of Bank of America. This final payment was made from the Bank of America checking account of XXXX & XXXX XXXX. 
>Apparently, this document contained a referencing error of the original location of the recording of the mortgage on XX/XX/XXXX. 
>We are in the process of selling our property at XXXX XXXX XXXX, XXXX XXXXXXXX, XXXX XXXX, Florida XXXX, the property originally securing the mortgage.. The lack of an accurate? Satisfaction of Mortgage? is hindering this sale. 
>Time is of the essence. 
>Please contact either Ms. XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX and/or myself, XXXX, XXXX immediately. 
> >Sincerely, > > > > > > > > XXXXXXXX & XXXXXXXX XXXX > >Copy to : XXXX XXXX > XXXX County Abstract > XXXX XXXX XXXX XXXX > XXXX XXXX, Florida XXXX > > XXXX XXXX > XXXX County > State of Florida Actions : Delete Auto Dealer XXXX XXXX Reply Auto Dealer XXXX Next message Need to send a message? 
Contact us online, by phone or in person Secure Area En espaol Sign Out Locations Contact Us Browse with Specialist Privacy & Security Online Banking Service Agreement Advertising Practices layer Investing in securities involves risks, and there is always the potential of losing money when you invest in securities. You should review any planned financial transactions that may have tax or legal implications with your personal tax or legal advisor. 
Securities products are provided by Merrill Lynch, XXXX, XXXX XXXX XXXX XXXX ( also referred to as XXXX XXXX XXXX or Merrill ), a registered broker-dealer, Member SIPC layer, and a wholly-owned subsidiary of Bank of America Corporation ( BofA Corp. ). XXXX XXXX XXXX makes available certain investment products sponsored, managed, distributed or provided by companies that are affiliates of BofA Corp. 
Bank of America Private Bank operates through Bank of America, N.A., and other subsidiaries of BofA Corp. Trust and fiduciary services are provided by Bank of America Private Bank , a division of Bank of America , N.A. , Member FDIC XXXX and a wholly-owned subsidiary of BofA Corp . 
Insurance Products are offered through Merrill Lynch XXXX XXXX XXXX ( XXXX ) and/or Banc of America XXXX XXXX XXXX XXXX, both of which are licensed insurance agencies and wholly-owned subsidiaries of Bank of America Corporation. 

Banking, credit card, automobile loans, mortgage and home equity products are provided by Bank of America, N.A. and affiliated banks, Members FDIC and wholly owned subsidiaries of Bank of America Corporation. Credit and collateral are subject to approval. Terms and conditions apply. This is not a commitment to lend. Programs, rates, terms and conditions are subject to change without notice. 
Investment and insurance products :

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