Consumer complaint received 2018-10-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Since the beginning of this year, I have received three Escrow Account Disclosure Statement Notice of New Mortgage Payment. One dated XX/XX/XXXX, another dated XX/XX/XXXX and the last one dated XX/XX/XXXX. After receiving all three statements, I have had to call into your Customer Service department to find point out discrepancies with my account. 

The errors have been as follows per Statements XX/XX/XXXX 1. Shortfall {$490.00} when my XX/XX/XXXX statement listed an Escrow Surplus of {$83.00} 2. Adding an XX/XX/XXXX payment for {$420.00} for my stand-alone Flood Insurance Policy. First, I am not required to have it and XX/XX/XXXX was my 1st year securing the policy and paid for out-of-pocket. 
3. Misc. Post on XX/XX/XXXX for - {$780.00} with no explanation ever received 4. As I attempted to modify my loan after my XX/XX/XXXX Hurricane Forbearance ended XX/XX/XXXX and was put into a Trial Modification, I overpaid my loan during the months of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX because whenever I called in my payments your system would only allow me to pay {$1200.00}. I was only obligated to pay {$1100.00} per month, so my total overpayment was {$150.00} and can not tell where its been applied to my account. 

XX/XX/XXXX 1. Does not reflect the {$17.00} Inspection Fee paid over the phone and never done on XX/XX/XXXX Confirmation # XXXX. 
2. Projected Paid section still showed Flood Insurance XX/XX/XXXX for {$420.00} 3. XX/XX/XXXX Actual of overage {$130.00} and a check was out to me XX/XX/XXXX 1. Monthly payment increased from {$1100.00} to {$1500.00} effective for XX/XX/XXXX. I noticed a large increase in the monthly portion of my insurance going from {$91.00} per month to {$390.00} and I do not understand how you came up with this number. Last year, my homeowners premium was {$1000.00} and this year the premiums increased to {$1100.00}. On, XX/XX/XXXX, I mailed an extra escrow payment to over the difference, Check # XXXX dated XX/XX/XXXX for {$110.00}, in order to keep my monthly payments from increasing. 
2. On your Projected Escrow activity over next 12 month, you recorded payments of {$1100.00} to my homeowners insurance XX/XX/XXXX and XX/XX/XXXX even though you paid a payment already on XX/XX/XXXX. 
3. It does not show the overage paid to me back in XX/XX/XXXX of {$130.00} 4. {$17.00} Inspection Fee charged me and was never done 5. {$150.00} overpayments for the months of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX On XX/XX/XXXX I called and spoke with XXXX in Customer Service, he corrected the errors, and supposedly my payments were returned to {$1100.00} for XX/XX/XXXX. I also requested an updated Escrow Statement to confirm the changes. On XX/XX/XXXX, when I logged back into my account, the payment was back to {$1500.00}. This time I spoke with XXXX in XXXX who stated because you only received my binder agreement and not the full copy of my insurance policy, the change was undone. I faxed over the 75-pages of the  agreement myself and finally when I logged back in a few days later, my payments was back to {$1100.00}. 

Now I have my XX/XX/XXXX statement and once again, it says I have to pay {$1500.00}. On Friday, XX/XX/XXXX, I spoke with XXXX in XXXX. I requested an escalation, as I am tired of constantly having to call in or write about one problem or another in regards to my account and was given Reference # XXXX, and told I would receive a call back within 24 to 48 hours. On Wednesday, XX/XX/XXXX, I received a message from XXXX, Senior Client Advocate at XXXX XXXX   while I was at work with a call back ( XXXX ) XXXX. When I attempted to call her back, I got a regular Customer Service Rep XXXX, who once again gave me the same line about how you were reanalyzing my account and someone would get back to me. 

As of today, Thursday XX/XX/XXXX, I have not gotten any resolutions to the problem with my escrow causing my monthly payments increase over {$330.00} per month. I DO NOT have an extra {$330.00} per month to pay for my mortgage and you are aware of this due to my recent failed attempt to modification my loan earlier this year after the hurricane forbearance. Most importantly, I DO NOW OWE YOU an additional {$330.00} per month. I feel as if you are on a quest to foreclose on my loan by making my payments unaffordable. I already had to take an early emergency withdrawal from my 401k to pay the three forbearance months to bring my loan current so you would have no reasons to take away my home. 

Please correct this error once and for and in time for me to make the proper payment for XX/XX/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 non-monetary relief