Consumer complaint received 2020-11-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX Covid-19 deferment letter received stating no interest accrues. 
XX/XX/XXXX started monthly payments again. 
XX/XX/XXXX receive late notice of monthly payment. The XXXX payment was put into a Suspended Acct. in error. Called to have it fixed. 
XXXX XXXX Called, after extensive hold time, XXXX transferred me to? Called was dropped. 
XXXX XXXX Called, XXXX is fixing payment issue. Currently everything is ok and up to date. Requested ( 1 ) pay of statement. 
Have now received numerous pay off notices with different amounts. 
XXXX XXXX XXXX at XXXX ( loan pay off dept. ) put on hold 1 hr. 20 min. with no check in. No response. While on hold I used a separate phone line and started the whole transfer and explanation process again. I informed them that at this time I was still on hold on the other line. 
XXXX XXXX called on the other line, XXXX spoke with me for hr., said pay off amount was {$31000.00} and that the {$520.00} does not apply and shouldnt be on my statement per her manager.

Went into XXXX branch and spoke with Ms. XXXX for over 2 hrs.. She called using 2 phones like I had told her I had to do and she got no resolution either. She told me to call pay off dept. again. 
XXXX XXXX called, XXXX on hold for 55 min. no check in. I had to return to work. 
XX/XX/XXXX XXXX in pay off dept. says paying off loan is the easiest thing and is sorry Ive had so much trouble. Instead of going to local branch she can take my payment of {$31000.00} over the phone. It will need to be in two payments because of the amount. Paid {$26000.00} confirmation # XXXX and {$4800.00} # XXXX. 
XXXX XXXX called at XXXX XXXX. First person : XXXX transfers me to XXXX. XXXX says pay off payments never went to paying of the loan. They didnt know where the money was supposed to go so the money went into a suspended acct. I asked how did this happen again like the XXXX payment. She doesnt know and will transfer me to another person, case # XXXX. 3rd person XXXX XXXX employee # XXXX XXXX tells me to disregard the last statements saying we owe {$730.00}. Tells me XXXX on XXXX XXXX shouldnt have taken payments over the phone that the payment should have been a cashiers check and that the amount she gave me was short {$3.00}. Also, the money should have been through other channels than she used. If I would pay the {$3.00} he would back date the transactions to XXXX XXXX so the interest and fees would be negated. All per his manager. Paid {$3.00} confirmation # XXXX. Phone call dropped after 2hrs. 15min. XXXX. XXXX called back. I asked for a confirmation letter/email. He told me it would be 2-3 days before confirmation could be sent since it would take that long for the {$3.00} to come from my bank and the suspended amounts to be relocated. 
XXXX XXXX called local branch and asked to speak to the highest-ranking bank official. I left message with Ms. XXXX letting her know everything that has transpired since we spoke and she said her manager was on a conference call and would look into this and get back to me. Branch manager XXXX XXXX called me back and says she sent an email to XXXX and he has responded saying he put a push notice on this issue. As a branch manager she will also issue a expedite order incase her title carries more clout. Shes sorry it took so long today to get back to me, they are shutting down the XXXX branch and will be opening up in XXXX on the XXXX. She is going to be my advocate until this is resolved. 
I anticipate additional pay off notices ( not asked for ) because as of XXXX still showing loan not paid off. 
Pay Off Statements received Date : Amount : Good through : Suspended : Notes : XX/XX/XXXX {$30000.00} XX/XX/XXXX XX/XX/XXXX {$30000.00} XX/XX/XXXX XX/XX/XXXX {$31000.00} XX/XX/XXXX fax XX/XX/XXXX {$31000.00} XX/XX/XXXX XX/XX/XXXX {$31000.00} XX/XX/XXXX XX/XX/XXXX {$31000.00} XX/XX/XXXX XX/XX/XXXX {$31000.00} XX/XX/XXXX fax {$520.00} shows as Corporate Advance deferred interest listed as uncollected fees XX/XX/XXXX {$31000.00} XX/XX/XXXX XX/XX/XXXX {$31000.00} XX/XX/XXXX XX/XX/XXXX {$31000.00} XX/XX/XXXX XX/XX/XXXX {$31000.00} XX/XX/XXXX reads : This is not intended to be used for pay off. Now shows {$520.00} as Covid interest deferral XX/XX/XXXX {$730.00} XX/XX/XXXX {$21000.00} XX/XX/XXXX {$730.00} XX/XX/XXXX {$27000.00} XX/XX/XXXX {$730.00} XX/XX/XXXX {$27000.00} XX/XX/XXXX {$640.00} XX/XX/XXXX {$27000.00} Not intended for pay off XX/XX/XXXX {$780.00} XX/XX/XXXX {$27000.00} Covid interest deferral XX/XX/XXXX {$780.00} XX/XX/XXXX {$27000.00} XX/XX/XXXX {$1700.00} XX/XX/XXXX {$27000.00} XX/XX/XXXX {$1700.00} XX/XX/XXXX {$27000.00} Check all interest and fees on pay off notices* Newest payment statement XX/XX/XXXX due XX/XX/XXXX amount due {$0.00} still accruing interest and fees. Still not paid off. 

I have attached 5 files with multiple pages in each.

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