Consumer complaint received 2021-02-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX of XXXX we were notified that the account number on our mortgage was changing. The change they made was to add 1 " XXXX '' to the beginning of our original account number. This took effect in XX/XX/XXXX and that's when the issues began. Starting with our XX/XX/XXXX payment, our payment was received but not applied to our mortgage. We typically pay an extra $ XXXX {$400.00} each month that gets applied to principal. For XXXX this extra principal payment was also not applied to our mortgage. This continued for XXXX, XXXX, and XXXX. We called over 20 times and have spent no less than 15-20 hours trying to get this resolved and kept being told " it was being looked into and should be correct on your next statement ''. In XXXX we requested to file a formal complaint to no avail. In XXXX we filed 2 more formal complaints, and they finally started correctly applying my mortgage payment in XXXX. But, they still have not corrected the mis-application of my mortgage payments for XXXX through XXXX. When I pull up my payment history it's a confusing mess of entries that make no sense. At one point I received in the mail a packet from my lender asking if I needed to do a loan modification because they were showing that I had not made a payment for several months. I have never missed or made a late payment, and I always pay several hundred dollars extra to go towards principal. From XXXX through XXXX they were receiving my payments but not applying them to my mortgage. The principal curtailment payments I made for those months still is not showing that it has been applied correctly. Most recently, in XX/XX/XXXX I received notification that my payment was increasing almost {$300.00} a month due to an escrow shortage. When I reviewed this, I discovered that they had taken out my semi-annual escrow payment twice in XXXX of XXXX XXXX XX/XX/XXXX & XX/XX/XXXX ). When I called my insurance company to point this out, they sent me confirmation that they had only received one of these XXXX disbursements not two. Once again we called our mortgage company and asked them to fix this. They said " we will look into it and it should be fixed by your next statement ''. It wasn't. I filed another formal complaint requesting for the 4th time for this to be escalated and for someone to call me. In the past 4 months I have never received a call from anybody trying to help me resolve any of the issues I've complained about. If this new escrow issue is not fixed then my payment will go up by almost {$300.00} which will then affect the extra money I pay every month that should go towards the principal. This is unacceptable. I am attaching a transaction history of my payments going back to XX/XX/XXXX. You should be able to see everything I have described in my complaint. I will also try to attach the previous email complaints I have sent requesting help and a call back. After numerous attempts to resolve this and dozens of hours spent on the phone with no resolution, I feel I have no choice but to enlist your help with this matter.

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