Consumer complaint received 2021-03-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
My husband and I worked very hard over the past 4 or 5 years to get this mortgage paid off applying every penny we could find to the principal of the loan. I asked the Bank of America XXXX BOA XXXX for a payoff in XX/XX/XXXX. I received a letter from them dated XX/XX/XXXX telling me that my payoff was good till XX/XX/XXXX and that the amount needed was {$3300.00} which included a XXXX XXXX XXXX XXXX '' of {$55.00}. It said I had to either send a wire or verified funds made payable to Bank of America, N.A. 
I decided to wire the funds directly from my bank to them on XX/XX/XXXX so they would have it by XX/XX/XXXX. They posted it onto my online account dated XX/XX/XXXX, but it's listed as " unapplied funds '' to this day. 
I put a note on the wire transfer that this was to pay off my mortgage. 
I called and was informed there was a resolution dated XX/XX/XXXX and was given a case number : XXXX and that the funds had been applied incorrectly but that they would apply the funds retroactively back to XX/XX/XXXX which is when they verbally told me they received the funds ( although online it shows it was posted as unapplied funds on XX/XX/XXXX ) I was told it would be completed by XX/XX/XXXX I checked online again and saw my mortgage was now in the rears so I called on XX/XX/XXXX and was told it would be completed in 3 days and that I would also receive my escrow balance of {$500.00} within XXXX business days. 
I called again on XX/XX/XXXX after I received a new pay off statement that I DID NOT ask for from the BOA. This time they were asking for {$1600.00} to be paid by XX/XX/XXXX. I checked online and saw my mortgage still was not paid off. I called and my call went to the collections department. I asked for a supervisor and again my call went to someone in collections. I finally got a supervisor and was told again they could see the problem but that it would be easier if I just sent them the {$1600.00}. I told them I would not send in more money since the original payoff of {$3300.00} was never applied to my payoff balance back in XXXX. 
I was given a new resolution number : XXXX and told that it would be completed by XX/XX/XXXX Yesterday, XX/XX/XXXX I received two notices from the BOA asking again for more money. One dated XX/XX/XXXX in which is an amount due XX/XX/XXXX asking for XXXX which includes a late fee of {$16.00}. 
The second notice is dated XX/XX/XXXX and states our payment is late and that they want {$510.00} which includes a late fee of {$18.00}. 
Today is XX/XX/XXXX ... they date they told me again that this would be resolved but I have little hope in them getting this sorted out any time soon! 
I did file this with the NYS Attorney General 's office and was given a case number of : XXXX and have a case worker by the name of XXXX XXXX at XXXX He sent me an email and said he forward this complaint to you because the BOA only has a " presence '' here in NYS. He also suggested I make contact with you as well and gave me this website to go through. 

My account number with the BOA is XXXX I can not scan into my computer as my printer no longer talks to my computer since it updated ... .but I do have papers here that I can copy and send to you through the XXXX XXXX 

So, please advise. 
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX XXXX

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