Consumer complaint received 2021-02-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I refinanced my mortgage in XXXX of XXXX from Bank of America to another company. Bank of America 's system confirmed receiving the payoff for my current mortgage on XX/XX/XXXX. Even though the loan was paid off on XX/XX/XXXX and no longer existed, Bank of America withdrew my monthly payment from my account on XX/XX/XXXX in the amount of {$1800.00}. 

XX/XX/XXXX - XXXX Bank of America when I noticed the errant withdrawal. Bank of America notified me I would be receiving a check for the amount within 10 business days. 

XX/XX/XXXX - Called into Bank of America as I had not yet received the check and initially Bank of America claimed the payment had been returned. The matter was escalated to their 'Payments Team ' which after taking a closer look confirmed that the payment had not been returned. I was informed by Bank of America 's agent that they would expedite the return of the payment and I should receive it in 3 business days. 

XX/XX/XXXX - After not having received the returned payment I went into a Bank of America center to speak directly with a representative. The representative called into their employee system to resolve the issue. At first the agent in the system said that the payment was moved into an escrow account and demanded I provide evidence of the form of payment from the refinance before they would release the funds ( information that no customer would have as those payments are handled directly between mortgage companies ). The representative at the physical location then escalated the matter to the agent 's supervisor. The supervisor identified the problem and claimed the funds would be processed and mailed out in 3 days and I should receive the check within 10 business days of that. I requested the funds be expedited or wired into my checking account ( with Bank of America ), the supervisor refused. I asked at the latest when I should expect to receive the check by mail and the supervisor said XX/XX/XXXX. 

XX/XX/XXXX - After again not having received the funds by the promised date I called into Bank of America to ask where my funds were. The agent on the phone claimed that the funds were not processed and mailed out until XX/XX/XXXX and that the funds were in the mail. 

XX/XX/XXXX - Still having not received the funds I called into Bank of America yet again. I immediately asked to speak to a supervisor and was denied. The agent claimed that the Bank of America system does not allow an agent to escalate a call but rather that he would take my information down and have a supervisor call me back later that day or the next. 

Today is XX/XX/XXXX. As of this weekend it will mark two and a half months since Bank of America errantly withdrew {$1800.00} from my account for a mortgage that was already paid off. I have contacted Bank of America 5 times and have spent 7 hours either at one of their Financial centers or on their phone system and have gotten absolutely nowhere.

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 monetary relief