Consumer complaint received 2017-07-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The BOA on-line site has the correct principal balance of {$470000.00} for my account ( see attachment 11. BOA On-line STMT ), but the BOA mail/paper statement is has an incorrect principal balance amount that overstates my account about {$100000.00} ( see attachment 12. BOA Paper STMT ). This account was subject to litigation with BOA from XX/XX/XXXXtoXX/XX/XXXX. During litigation the account was transferred to XXXX XXXX. When a final court order was issued in XX/XX/XXXX BOA stated they could not address the mortgage relief terms of the court order and I would have to address this with XXXX  I followed-up with XXXX On XX/XX/XXXXduring a phone call, XXXX informed me they would " follow the court order to a T ''. They subsequently adjusted my account ( see attachment 1. CFPB ComplaintXX/XX/XXXX, pages 9 and 10 ) and responded to my CFPB complaint with a formal letter. I requested XXXX send me a pay-off statement. On XX/XX/XXXXI responded back to the CFPB that the adjustments did n't follow the court order to a T and I requested a pay-off statement but had not yet received one. The court order would put the principal balance at or below {$430000.00} ( see attachment 13. Court Order, page 19 ) and XXXX was showing a balance of {$490000.00} ( see 3. XXXXXX/XX/XXXX ). However, the following day I received a mailed letter from XXXX dated XX/XX/XXXXshowing an account balance of {$490000.00}. While this balance still did not follow the court order to a T and the account still had an interest element which was forgiven in the court order, I was tired of dealing with this account and decided not to pursue the matter further and therefore accept the {$490000.00} loan balance. Subsequent confirmation of this new balance includedXX/XX/XXXX on-line confirmation of a {$490000.00} balance ( see attachment 4. XXXX XX/XX/XXXX Screenshot ), my credit report updating on XX/XX/XXXX with XXXX to {$490000.00}, updating with XXXX on XX/XX/XXXX, and finally updating with XXXX on XX/XX/XXXX( see attachment 5. Credit Reports, page 4 ). Also, in XX/XX/XXXX XXXX began sending paper mailed statements reflecting the new balance ( see attachment 7. XXXX  Paper STMS ) and I received a XX/XX/XXXX Form XXXX showing aXX/XX/XXXX principal balance of {$480000.00} ( see attachment 6. XXXXXX/XX/XXXX Tax ). I also included XXXX on-line loan details ( see attachment 8. XXXX Loan Detail ) and ( 9. XXXX Payment History ) and ( 10. XXXX Payment History 2 ). All of these documents put the principal balance at or below {$490000.00}. In XX/XX/XXXX my account was again transferred back to BOA. The on-line BOA account reflects the correct account balance of {$470000.00} ( see attachment 11. BOA On-line STMT ), but the mailed paper statements are incorrect ( see attachment 12. BOA Paper STMT ). I have contacted BOA and was assured this would be corrected but this has not yet occurred. I am listing this home for sale and need confirmation that the paper statement has been corrected to match the on-line account balance of {$470000.00}. In addition, a formal pay-off statement reflecting the accurate {$470000.00} balance is requested.

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