Consumer complaint received 2021-01-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Back in XXXX of XXXX my salary was cut due to the Covid-19 Pandemic, so I decided to take part in the ability to defer my Car Loan and Mortgage Loan with Bank of America, the car loan details were very clear, so I enrolled in that through my Bank of America app and had no issues and still have had no issues. The Mortgage one wasn't as clear with how it worked so I called at the end of XX/XX/XXXX and spoke with a XXXX, I do not have her last name, however, I believe all calls are recorded. In speaking with her she informed me that the deferral would be for 3 months and those payments would be added to the end of my mortgage. She also informed me that I wouldn't need to do anything that the auto payments that my account was set-up on would cancel on their own once she enrolled me and that my payment would be deferred for the months of XXXX, XXXX & XXXX and that someone would reach out to me prior to XXXX to go over the repayment because I would have the choice to add it to the end, pay it off in a lump or make payments on it. She also informed me that I would still receive statements and that they would show a past due amount, to just ignore that. So, I asked to to set me up. XX/XX/XXXX came and sure enough my auto draft payment did not come out, so I thought everything was good. Then in XXXX I received a statement that showed a total due of {$4500.00} with late fees applied and it stated that I had to bring my account current by XX/XX/XXXX or the foreclosure process would start because I was 46 days delinquent. Needless to say, I called the bank right away and got passed around to 8 different people because no one was capable of helping me. I finally landed on a manager and she looked at my account and informed me that my account was never set-up properly from my call back in XXXX even though my auto payments were turned off. She told me that she would take care of it and back date it to have the deferral be for XXXX, XXXX & XXXX and that everything was now set-up properly now and that the call was recorded. This still did not fix the issue. Every time I called after this to try to get things in order, I would get someone on their general # 800 that couldn't actually do anything with my account or help me. So, I went around and around with different people getting more stressed out and upset, then on XX/XX/XXXX, I was so tired of everything I made the decision that I wanted to be over with it all and sent in a payment in the amount of {$6100.00} which covered the 3 months of deferred payments and my XXXX payment. That money just sat on my account as unapplied funds, so I gave calling another go. I got ahold of, XXXX, and explained the entire situation to her and told her that all I wanted now was for those funds to be applied to the 3 deferred months, that I wanted my account to be current because they had it so messed up. She spoke at first like she understood what I was asking and asked me to hold so she could release the funds. Then when she came back I asked more questions, she came back with, " I've released the funds but I don't know how they will be applied to the account ''. Which upset me even more because I knew I was in for even a bigger mess and I sure enough, I was. Those funds got applied 100 % to the principal and didn't go to the back months, which is not something I could afford to do. I honestly thought sending that amount which was exactly 4 months of payments would be something simple and common senses would say that it was to bring my account current. I have sent numerous emails during this period of time to XXXX XXXX, XXXX XXXX Client Experience Advocate, XXXX XXXX XXXX my Lending officer, XXXX XXXX XXXX Resolution Specialist Officer Executive Mortgage Servicing Complaints and none of them have been able to actually assist with making my account right. I've received emails back from XXXX and XXXX, but it didn't actually help. I even have went as far as sending a mass email to a list of executives because I was getting that desperate and tired of being in tears and stressing out and I did not hear back from a single one ( XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX. Then on XX/XX/XXXX, I spoke with my account rep, XXXX XXXX and we spoke for about an hour and walked through my account and she even had trouble understanding what was going on with my account because the statement itself is such a mess with Payment Applied lines and Misapplication Rev lines. Because of all of this it was showing my account as if I made more payments that I even ever made and I told her that and she kept insisting that, that is what the account is showing. She ran the numbers and told me that my deferral ended up being for 2 months and that with the excess funds that I had sent in, in XXXX that she would have those applied to payments going forward because it couldn't be applied to the prior 2 months, that my next payment would be due on XX/XX/XXXX, which I knew was not correct based on the amount of money that I have paid to my mortgage. My first mortgage payment on this house was in XX/XX/XXXX ( this was a new house that I just built and closed on in XXXX of XXXX ). She assured me that everything should now be set-up correctly and to just be sure that the funds were applied correctly that we would set up another call on XXXX to look over my account again. Then XXXX XXXX came and went and she never called for our scheduled appointment and I do not have her email or phone number to be able to reach out to her because she does not provide that. I sent an email via my bank account letting them know that I had a scheduled meeting which I was not called for and still heard nothing. Then XXXX came along and my account was showing that I owed my mortgage on XX/XX/XXXX, so I was delighted and very hopeful that it was finally all okay. Then a couple days ago I was checking my account and now it's showing that my next payment due date is XX/XX/XXXX and the total amount due is {$0.00}. So, needless to say, I'm stressed and crying again because we are right back to my account being a mess, no one to help me and I just don't know what to do anymore. I'd love to refinance my mortgage just to get away from Bank of America, but I can't afford to do that. I want to make my payment for XXXX, but then on the flip side, I know if I do that, it won't get applied correctly and I'll just be adding to the nightmare mess that I already have. I wish I would have never done this, but I did. This has been one of the worst experiences ever and I really don't know how to get it resolved because no matter who I reach out to or talk to they don't seem to be able to help me let alone even access my account to actually fix anything.

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