Consumer complaint received 2021-09-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
After reviewing all of BofA 's CFPB responses, you still have not answered ONE of my questions. All you or your staff has done is send copies upon copies of the same information since XXXX, XXXX. 

Mr. XXXX XXXX, you and your staff HAVE answered with accusations and non-truths. Since the CFPB does not allow the use of names, only initials, I did not appreciate Ms. XXXX answer in XXXX, XXXX. 

Ms. XXXX  had complete access to our Customer Service file. She could see who I spoke with and what was discussed. Based on her letter, it is clear she never researched anything. If she had, she would have realized to whom I spoke and the inaccuracies made by Bank of America. I have copies of our account profile indicating our preferences. THEY were and still are what I have said from the beginning. Ms. XXXX  was inaccurate and offensive. Representing BofA and you, possibly approach and self-control was in order. 

Instead, she chose to answer the complaint with no basis of fact. It was immensely unprofessional. Your office was supplied with Customer Service Reps initials, dates, times and subject. All she had to do was locate our file on her computer and conduct a little research. Then respond XXXX of XXXX ways ; BofA is sorry for what we did, we will try to better in the future. It cost you $ XXXX amount, let us credit your account. OR, she could have said, BofA is sorry for what happened. We have made a note in your file. It did not cost you anything, however, we will make sure it does not happen again.

NOPE, nothing like that. According to Ms. XXXX, it did not happen, I made it up! And, not only did I make it up, I had the nerve to file a complaint with the CFPB! Understand this right now, Ms. XXXX  owes me a written apology and a corrected the CFPB, Attorney General Office-State of FL and me. 

What she did is amateurish and petty and should never be allow to answer a complaint again. She puts enough truth in her lies to make them sound real and should be held accountable. 

THEREFORE, based on the fact you nor your office has given any true and accurate answers to the CFPD, I am going to spell each one out AGAIN, as if we have never spoken.

IN ADDITION, please do not think you will be able to answer with We are work with Mrs. XXXX and will take care of this matter and then close the complaint. I will continue to answer accurately and truthfully with correct documents and not 25 to 30 pages of my mortgage payment schedule.

That was the 1st ITEM.

The 2nd ITEM : Gift Card Scam. Mr. XXXX, I never, NOT once said or implied the gift cards were not purchased by me. What I did and have said ALL alone is Bank of America is accountable for us being caught in this scam for countless reasons. 

Bank of America was aware of this particular scam and American Banker, Cyber Security criminals sell hacker toolkits for BofA on the Dark-Web ; Security Breach XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) ; XXXX, How to Use Your EDD Debit CardBank of America seems to be more concerned with making millions in fees than having over {>= $1,000,000} hacked from their bank ; The XXXX XXXX XXXX XXXX XX/XX/XXXX BofA reveals data breach of PPP application process ; and XXXX Security, Phishing Scam, Scams & Fraud : BofA : Phishing Scam Stealing Card Data, it is an email which appears to come from BofA to Confirm your Account, it looks exactly like BofAs website, after you put in your User ID and password, it takes you right to what you think is your account, that is right before the scammers drain every last XXXX you have! I have been with BofA for over 17 years and I have never heard about XXXX had to find it for myself. 

BofA has never notified their customers regarding this scam, so I attached a copy for your customers. 

And, Mrs. XXXX in charge of tech support ( customer service ) has approximately XXXX employees working from home due to covid-19 on a computer that everyone in their household has access, not to mention guests, or burglars ( hopefully not for their sake ).

Furthermore, this email supports my belief BofA was and still is out of compliance and accountable for what happens to their customers. Especially that particular weekend approximately 6 to 12 of your customers were deceived due to the Gift Card Scam. Which, by the way, was preventable on BofAs partthe email sent out a week later advising their customers of scams. 

In addition, Bank of America knew about the fraudulent phone numbers the scammers used. It has been on the internet for over 3 years. Have you or anyone in your department ever sent out an email? Advised the phone company? Tagged the phone number on the internet? I havent seen anything as of yet. 

After reading an article by XXXX, XX/XX/XXXX, it made me realize a few things BofA is lacking. Therefore, I am paraphrasing here, but the article is well written and definitely worth reading. Here goes : Compliance lays the foundation to shape your companys reputation. Falter or hesitate your companys trust/reputation is shattered. Then your company is at risk of losing certain segments of your vendors, prospects and customers... not to mention how it will center on your ethical behavior. 
Failure to have compassion, protect yourself, your business and your customers is not only a great way to examples but keeps your company from fines, data breach and educate employees and customers on how to protect themselves against fraud and safety regulations which are designed to keep employees safe and hopefully make for a better work environment. 

The 3rd ITEM : The HELOC, which has never been answered. You and your staff have sent me no less than 10 copies of my loan history payment PLEASE do not send anymore.

Both you and your staff tell me there is no way to produce a Variable Interest Rate Mortgage Amortization Spreadsheet. Well, there isI found it on XXXX as a Template. 

Therefore, I produced a Variable Rate Mortgage Amortization Spreadsheet using your loan history and the interest rate Mr XXXX told me to use from the XXXX XXXX XXXX and it is attached. 

Then, I produced a XXXX XXXX Mortgage XXXX XXXX using the same interest rate, date of deposits and withdrawals of funds. 

As I compared the two ( 2 ) spreadsheets, it became apparent the ending balances do not match. They are close. However, looking at the BofA spreadsheet, I overpaid by approximately {$2500.00}. On my spreadsheet, the overpayment was about {$4200.00}. I know they are pretty accurate because BofA wrote off approximately {$20.00} to close out this HELOC. 

XXXX as, I have been asking for a current and updated amortization schedule and payoff since XX/XX/XXXX, I believe splitting the different is more than fair. The difference is {$850.00} + {$2500.00} for a total of {$3300.00}. 

I have left 3 messages on the voicemail extension provided on your letter and answered this letter a day or two ( 2 ) after receiptAND, I have still not heard from you.

Mr. XXXX, as Senior Resolution Specialist, you think it might be in everyones interest to honestly, finally and correctly answer the issues brought to your attention and finally and morally resolved. 

So far, all of the responses from BofA to CFPB and the Attorney Generals Office-State of FL yielded the accusation I was not truthful regarding any matters I provided.

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