Consumer complaint received 2016-03-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX/XXXX/XXXX I received an escrow overage check for XXXX from my mortgage company, Bank of America. The same day I also received documentation of an analysis that was completed on my account, and upon further review I noticed that my county taxes were not included on the new analysis projected amount and my house payment went from {$120000.00} to a new payment of {$1000.00} effective XXXX/XXXX/XXXX. I called BofA at XXXX on XXXX/XXXX/XXXX and spoke with a woman named XXXX to inquire on this since it did n't make sense to have a lower house payment and I wanted to ask why my taxes were now being excluded from escrow. I was told 'someone ', they did n't know who requested for that to happen on XXXX/XXXX/XXXX, ( which my husband and I neither one did no such thing ). After much discussion I requested BofA to do a stop payment on the check, ( BofA wanted me to cash the check and make a 'payment ' back to them which also made no sense to me. I refused and requested the stop payment because I knew the money would not get applied back correctly to my escrow account ). At that point, I was told my issue was being sent to the 'escalation department ' and that I could call back on that Thursday, XXXX/XXXX/XXXX and everything should be taken care of. On XXXX/XXXX/XXXX I had to explain my entire scenario all over again and was given a Request ID # XXXX for the stop payment and was told funds would be reissued back into escrow. I was also told I would receive a phone call back on XXXX/XXXX/XXXX at XXXX XXXX central time to let me know the progress of the corrections of the stop payment, the correction of my house payment being restored to it 's original amount and when my XXXX taxes would be paid to XXXX XXXX XXXX. No one ever called. On XXXX/XXXX/XXXX I received XXXX separate pieces of mail from BofA 1. 'Notice of Mortgage Payment Change ' stating my new total payment effective XXXX/XXXX/XXXX was now {$1000.00} and 2. A new loan analysis stating effective XX/XX/XXXX my new payment will be {$1500.00} with a shortage amount in my escrow account of $ XXXX. I called yet again and this time spoke with the manager of the floor ; XXXX XXXX. She strictly read the numbers off of the paper to me and basically said the analysis was correct. After much back and forth I came to the conclusion that the overage escrow amount of XXXX had not yet been credited back to my account. XXXX too, stated she was going to call me back on XXXX/XXXX/XXXX at XXXX p.m. central time and let me know where my account stood. She was going to have answers for the house payment amount, the stop payment on the check, let me know when my XXXX county taxes would be paid, let me know why it took 8 months for an analysis to happen IF it was requested on XXXX/XXXX/XXXX. BUT, like the other person, XXXX never called me back either. On our XXXX/XXXX/XXXX call XXXX did give me her direct number since I stated my fear of not getting a call back. On XXXX/XXXX/XXXX I left her a voicemail at XXXX XXXX central time and have yet to hear from her. When my husband called in our house payment over the phone on XXXX/XXXX/XXXX he was told he owed a payment amount of {$1500.00} was due at which point he told the rep that he was paying {$1200.00} since these issues were being worked on. My fear however, it that these issues are just going to get shuffled away and we are very concerned. We have filed Chapter XXXX, but our house was not included on our bankruptcy. Since the bankruptcy department is the only department that will speak to us we feel we are at our last resort for help. I almost feel that these issues are intentionally happening since we are in bankruptcy and I am highly concerned our next letter we receive we will be threatened with foreclosure.

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