Consumer complaint received 2019-09-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX Step 1 : What is this complaint about? 
There is an escrow overage since XXXX with BOA that started out as {$4000.00} on XX/XX/XXXX which is the same month the account was transferred from XXXX XXXX XXXX to Bank of America. When I received the check I called BOA and advised them that it was an error and they told me it was not. I never cashed the check because I knew it was an error. Next because of this error BOA eventually saw the error and due to the so called shortage of escrow they raised our monthly payments but at the same time did not reapply the funds that were still with them back to the account. If they had done that our mortgage would not have been increased due to the escrow shortage. XX/XX/XXXX, seven months later they reapplied the funds {$4000.00} as a Misc Esc Credit. Then somehow the overage went from {$4000.00} to {$3200.00} without explanation. Now I requested the money and have had several checks issued trying to get this money to no success to date. Please see the check end in XXXX date XX/XX/XXXX to XXXX XXXX XXXX XXXX XXXX XXXX, I DO NOT KNOW WHO XXXX XXXX XXXX IS.Before that check ending in XXXX date XX/XX/XXXX in ONLY XXXX XXXX, not XXXX and XXXX XXXX..I called and they told me that this was a computer error. Before that # ending in XXXX date XX/XX/XXXX to XXXX and XXXX XXXX but they told me it was sent to the wrong address and so they had to cancel it. Please see notes for some of the people I spoke to. 
What I want is this money to be issued correctly in the original amount {$4000.00}, since we paid an increase in mortgage due to their mistake. I am told that it is illegal for them to hold an overage past a certain timeframe. I want to know why and how someone elses name XXXX XXXX XXXX could be put on my check and how they could just issue the check in one name? 

2. I got a letter dated XX/XX/XXXX from BOA saying that a Forbearance was put on the account. I had no knowledge of this. It was requested by my estranged husband of over two years, whom I am going through a divorce with currently. I called and asked BOA to take the forbearance off and was told initially that I could not do that. I complained and later that day I got a call saying that they would allow me to cancel it. I told them that I wanted to speak with my husband first. We spoke and I decided to have the forbearance removed on XX/XX/XXXX and asked for written verification of the removal. I spoke to the escalation department to XXXX XXXX contact number XXXX XXXX. I was told in very clear terms that a forbearance was never put on the account and that she saw no documentation to support a forbearance! This after two or three calls about the forbearance and whether or not I wanted to remove it at the time. ( see notes for names ). I did not protest nor dispute what she was saying even though it was clearly not the case. Please see BOA letter regarding the forbearance. 
I want to know why such a large discrepancy exist in what occurred on the account. 

3. When the new account was set up with BOA I spoke to a representative and was told that my account number was XXXX. The rep also stated something vague to the effect that the loan had been redone. When I asked for further clarification she said that she was mistaken. 
When I call back after this incident I gave the above account number and was told that it was not my account number and that my account number was XXXX. I asked why I was given a different number by another rep that was the same amount of digits and sequentially higher than the one that they were telling me was correct which was XXXX. I asked them to check if they had an account for the XXXX and was told no. This did not make sense to me. I did check all correspondence and the latter XXXX is the number on all correspondence, but it does not explain why I was given a different account # when I first started to call into the call center for BOA. I was also told that the mortgage account was from or associated with some type of brokerage or high end account form a company like XXXX XXXX or the like but was never able to get clarification. 

I want to know exactly what this account is and/or has been associated with. 
I would like to know why that happened. It is a matter of the integrity and security of my account to clearly understand why I was given a different account number. 

4. I have been trying to get a complete accounting of my account form XXXX when it was created from both XXXX XXXX XXXX and BOA. I have not been able to do this. Our account has gone through a Chapter XXXX from my husband only and a foreclosure process that was stopped by us paying large amounts of monies on different occasions. I to this day do not understand where all the monies went and why. We were dealing with both the foreclosure attorneys, the bankruptcy fiduciary who paid monies and XXXX XXXX XXXX who monies were paid through. We show a large amount of interest being applied to tax year XXXX on a XXXX of {$59000.00}, and I believe one other large amount for another tax year. See 1098-INT.. 

5. I requested and received a copy of my account history from XXXX XXXX and but have not been able to get anyone to answer my questions about how and why certain charges were applied. It appears that XXXX had been charging us for hazard insurance for XXXX. We had private insurance on the house in XXXX and sever years after that was not included in the escrow however from XXXX to the account transferred to BOA, we were charged for hazard insurance. I am disputing several years of these charges. There are also other charges that I have questions about but have not been able to get addressed. 
I would like to have an independent 3rd party audit my account and answer my questions. I can provide you with the accounting and questions. 
The account for XXXX XXXX XXXX is # XXXX contact number XXXX XXXX XXXX. 


6. BOA still has in their call cue an account that has been forgiven. They treat it as if it is active and it is not. I have asked them to take it off of the cue when I call into the general number but that has not been done. It is a source of stress to me to think that they somehow are still treating this account as active. I would like them to take the equity loan that has been forgiven off of their cue and treat it as a retired/settled account. 

Thank you for your support, XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX, FL 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 monetary relief