Consumer complaint received 2019-03-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I did a loan modification with XXXX XXXX XXXX, trial payments started XX/XX/XXXX. That went well and they serviced my loan for approximately a year and a half with no issues. Customer service with XXXX was probably an 8-9 on a scale of 10. My loan was then sold back to Bank of America, when the nightmare began. I give B of A a 0 on customer service. Nobody knows what anybody else is doing. I get trasferred from person to person. There isn't one single person I have talked to who would look at my records and verify the information that I have access to on their own website. 

There have been numerous inconsistencies in what the stipulated monthly payment is to be which stemmed from a supposed escrow deficiency. The deficiency was identified by XXXX prior to the transfer and had been accounted for in a monthly payment increase. Bank of America then not only asked for a [ nother ] payment increase, but wanted a large sum of money deposited into the escrow account. I have statements offering 2 options of payments. I chose the lower amount, have continued to pay that amount, but B of A continues to ask for the larger amount. Due to this, they have not credited my payments and are levying late payments and reporting me as not paying to the credit bureaus. They also sent me pre-foreclosure letters because they are not applying the payments in the amount THEY ASKED FOR. 

I have called and called since XX/XX/XXXX. I get no help. 

I then went to my local branch only to be told that they have no idea what goes on with home loans and can only take payments. I asked where a main branch would be that I could physically go into. I was told there are none in the entire United States. 

I finally got to a supervisor on the phone somewhere in their huge nonsensical corporation, explained my problem, and was assured that with her many years of experience she would help me. At the end of our conversation, her version of help was to offer me an extended amount of time to pay on a hardship. No help with errors on my account. 

Finally, I reached my limit and wrote a letter sent on XX/XX/XXXX that was received by B of A in XXXX, FL on XX/XX/XXXX. I note that B of A has 5 days in which to send me a snail mail letter to ackknowledge receipt of the letter, and then varying amounts of time ( depending on where you read it ) 20-30 days to research and either correct the error or tell me why they are not going to correct it. 

I have not received any sort of letter or indication that my letter was received, though I have delivery information. I am still receiving calls that my payments are late and I owe late fees. 

I had planned to blast them with mailing after mailing of my request until I received a response until I read on your site that too many requests will result in no answer. Which would not change anything. I'm not getting an answer anyway. 

1. I want an acknowledgement that I have continuously complained about their records being inaccurate and acknowledgement that they have done nothing to correct inaccuracies. 
2. I want an apology. 
3. I want the records corrected. 
4. I want notices sent to all credit reporting bureaus that B of A has made an error and at no time have there ever been any late payments and that that information must be removed from my report and my credit restored. 
5. I want notification via snail mail signed by a human being in upper management that these 4 requests have been executed with corresponding dates.

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