Consumer complaint received 2020-12-07
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:
In XX/XX/XXXX, I called B OF A ( XXXX XXXX XXXX XXXX, that I would like to pay {$140000.00} towards my principal. The B of A ( Bank of American ) said due to COIVD19 they are closed and I should call B of A back in XXXX. I also visited 3 different branches of B of A, and all these branches were closed in XXXX. 
In XX/XX/XXXX, I called again and B of A was closed. 
In XX/XX/XXXX, I called and informed the Bank of America ), that I would like to pay {$140000.00} towards my principal in XXXX. Because of Covid 19, the bank told me that it's better that I wait till XX/XX/XXXX, and the bank will put me in deferring 3 month payment plan. I told the B of A that I want to pay now, but the Bank Rep advised me not pay now, because the government might provide some grant to business owners. Since XXXX first, the Bank of America started charging me interest, and I told them that I have the mortgage payment sitting in my account ( $ XXXX ), wanted to make payment MANY times, and why they are charging me ANY interest! 
In XX/XX/XXXX, I called B of A ( at time XXXX and talked with XXXX XXXX XXXX, and after 38 minutes on the line, the bank Rep told me the bank system is changing, my issue will be taken care of and I should call back again. 
In XX/XX/XXXX, I called and informed the Bank of America that I would like to pay {$140000.00} towards my principal from XX/XX/XXXX. 

In XXXX, all my account balance became XXXX ; I called B of A, and they told me that they are updating their system. 

In XXXX XXXX ( at XXXX I talked with XXXX from B of A, I was transferred to XX/XX/XXXX then XX/XX/XXXXXXXX then XXXX XXXX and I talked to supervisor XX/XX/XXXX ( at XXXX XXXX XXXX XXXX, and the supervisor promised to calculate my mortgage as well as providing me with the credit for the unjust interest. NOTHING Happened. I spend more than 2 hours that Day. 

I called XX/XX/XXXX, I talked with XXXX, and she said I have no IDEA! and advised me to wait more. 

I called on XX/XX/XXXX and Talked with XXXX XXXX and XXXX : XXXX ), and they transferred me to XXXX to Waive the interest with complaint number : XXXX. 

At XX/XX/XXXX, I visited B of A branch at XXXX XXXXXXXX FL, Spoke with the loan officer ( no body was there ). I talked and explained my situation with XXXX and I paid {$140000.00}. 

I talked to XXXX XXXX ( B of A supervisor at XXXX XXXX XXXX XXXX XXXX, I talked with XXXX supervisor, They promised to call me back and never Did! 

I talked with Mr. XXXX for 37 minutes, I talked with XXXX, they put a complain : XXXX and another complain XXXX. Called XXXX, 45 minutes. 

Finally, I talked with XXXX ( Rep from B of America ) complain number : XXXX for 20 minutes, and XXXX told me that her supervisor XXXX will call me in 24 hours, if not, I have to call COO of Bank of America XXXX XXXX at XXXX XXXX ) XXXX XXXX. I called 3 times and received no response. 
This is my 8 month Misrables experience with Bank of America.

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