Consumer complaint received 2020-10-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Complaint Letter to Bank of America Mortgage Dept Timeline of Events. 

XX/XX/2020. I paid our monthly amount of {$700.00}. 

XX/XX/2020. Bank of America decided to debit a second payment of {$700.00} from our checking account XXXX XXXX XXXX under the name of XXXX and XXXX XXXX. 

XX/XX/2020. I, XXXX XXXX, noticed immediately that day that another mortgage payment had been unlawfully removed from our external bank account and I telephoned Bank of America to complain and to have it reversed. 

XX/XX/2020 I sent an email of complaint to your CEO, XXXX XXXX. I had a phone call which I missed from XXXX XXXX Executive Services, XXXX XXXX XXXX ex XXXX. The matter remained unresolved, as, even an Executive couldnt deal with an online error. 

XX/XX/2020. 9 days later, the amount was reversed and returned into our external checking account at XXXX XXXX XXXX. 

XX/XX/2020. Our XXXX mortgage statement arrived in the mail, stating we were 1 month behind with a payment. I immediately checked online with Bank of America, and there it was, showing although XXXX payment was made on XXXX XX/XX/2020, it had not been updated online or within our account. 

I called Bank of America 3 times over the first week of XXXX to have the problem adjusted. The wait was in excess of 60 minutes on hold each time. After speaking to your Representatives, it became clear to them and they advised me that during your update to your mortgage computer system in XX/XX/2020, an error had occurred and our XXXX payment had in fact, been posted against XX/XX/2020. Thus showing 2 payments made to Bank of America in XX/XX/2020, and XXXX payment showing outstanding. 

Attached is a copy of our 2020 mortgage statement, showing no missing payments. All on time. And following the apocalypse of updating your software in XXXX of this year, a plethora of misapplication reversals made to our mortgage account. At one point, you can see the amount of {$4500.00} passes through our account of which we have no idea what this is. 


XX/XX/2020 I made our monthly payment of {$700.00}. I waited as long as possible to see if our account had been updated, but no. It was still showing we owed Bank of America {$1400.00}. Another round of phone calls to you were made. I was assured by the representatives that there were no outstanding payments. 

They assured me that the computer system would correct itself by XX/XX/2020. XXXX service requests that I know of were put in. XXXX, XXXX and XXXX. I was informed that the person I was talking to in your service center, XXXX, had notified her supervisor about the problem with our mortgage account and she assured me ( again ) it would be taken care of. I asked for the names of her supervisors who would be dealing with it, and was given the names of XXXX, and XXXX XXXX. 


During the month of XXXX, Bank of America were quick to send us letters in the mail and online saying If you havent already, please make your home loan payment.Even XXXX turned up with a reply paid envelope. To which I ripped it in half and posted it back to you with a letter stating we didnt owe you anything. Ive received phone calls from agents in XXXX XXXX, California wanting to know why we hadnt met our payments, and I was quite happy to talk them through the mess that your company had created in XXXX of this year. 
Ive made attempts to email you through your webpage, to get responses saying, you cant deal with our matter by email and to call the XXXX number! It has been impossible, to get this problem rectified by ANYONE at Bank of America. 

Well Im not finished yet. Here we are XX/XX/2020. 2 MONTHS after the initial error. 
XX/XX/2020. I made an online payment for XXXX via your website for the amount of {$700.00}. 

The next day, I checked our XXXX XXXX XXXX bank account and to my DISBELIEF Bank of America decided to unlawfully AGAIN take 2 months payments from our account. Please see attached document showing our XXXX XXXX XXXX bank statement with the amount of {$1400.00} debited. 
1. I did not authorize this amount to be taken.

2. I did not enter the amount of {$1400.00} on your web pay to leave our bank account, making that theft. 

Please also note on the attached Bank of America statement it shows the amount of {$1400.00} debited the same day. This was yesterday, Friday. Here we are left all weekend with {$700.00} less in our account than we thought we would have. In fact I know from past experience it will take 2 weeks to get to speak to an agent, get them to look into our account, and get the amount reversed and released back to our external bank account, XXXX XXXX XXXX. 

Not only are we dealing with the stress of Covid life, working from home, not knowing if either of us will be laid off or become sick we cant work, you, Bank of America are adding to our stress of taking money unlawfully from our bank account when we need it the most! Our daughter, just had her XXXX birthday on the XXXX XXXX and we had planned to celebrate it this weekend, but now, after you taking {$700.00} from our account without our permission, we have had to postpone it.

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