Consumer complaint received 2018-01-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XXXX XXXX, XXXX I refinanced my BOA Mortgage they gave XXXX XXXX a payoff amount of XXXX which they received on XXXX XXXX, XXXX. I called Bank of America on XXXX XXXX, XXXX to verify they received the funds. I spoke with a XXXX and she said that the payment was short because they made a tax payment of XXXX on XXXX XXXX, XXXX I told them that payment should n't of been made because title company collected money at settlement for the taxes. So XXXX put in request to cancel tax payment Request Number XXXX. On XXXX XXXX, XXXX I spoke with a XXXX at BOA at XXXX am and she said they received the funds and were processing close out. On XXXX XXXX I called BOA again and Spoke with a XXXX XXXX he said that they were trying to reach the Tax office but they could n't get an answer. On XXXX XXXX I called the Tax office myself and they informed my that tax payment was made by XXXX comnpany Check number XXXX, however there was a balance of XXXX. I asked if I could send that payment in and she gave me the address XXXX county office of Finance billing & Customer service XXXX XXXX XXXX XXXX, MD XXXX but to send in XXXX because by the time they received it there would be interest. I then called BOA collections dept on XXXX/XXXX/XXXX and they transfered me to XXXX in another department. I requested to speak with a supervisor and was than hung up on. On XXXX XXXX, XXXX at XXXX I spoke with XXXX in the tax department and was told they opened an escalation case and somone would call me back in 24-48 hours. Case number XXXX. On XXXX XXXX, XXXX I wnet into a BOA branch and had the Branch manager XXXX XXXX help me. He went over all the notes and said another escalation case was started to close out Mortgage payoff that I was assured would be backdated to XXXX XXXX, XXXX when they received the funds that they returned to title company on XXXX XXXX, XXXX after repeated calls from me. XXXX assured me that the matter would be taken care of by XXXX XXXX. XXXX. I again called BOA on XXXX XXXX, XXXX and spoke with XXXX a supervisor in the escalation department and we had a conference call with XXXX county tax office and they assured us that there was a refund of {$1500.00}. XXXX than told me she would have payment applied to my account and initiate payoff backdated to XXXX XXXX, XXXX. Still nothing done. On XXXX XXXX, XXXX I called BOA again and this time I spoke with XXXX XXXX another supervisor that said she spoke with her tax people and she was rectifying the matter and she would call me in the morning on XXXX XXXX, XXXX She gave me her direct number ( XXXX ) XXXX. I called her this morning left a message still no response. Meanwhile I called the county Tax office again and spoke with XXXX XXXX XXXX XXXX ) XXXX and she said that core Logic was issued a refund in the amount of {$1500.00} and she spoke with someone from BOA or XXXX XXXX and confirmed this. Now I have repeatedly tried to call BOA ; XXXX XXXX and XXXX XXXX and have left messages. I just now spoke with the title company and they sending back the payoff. Still no repsponse at this time from BOA and have no idea if they will accept this payment to close out this matter. As of this time I now have 2 mortgages on my property until BOA settles this matter. It has been 4 1/2 weeks since my settlement and I have given BOA plenty of time to settle this matter and nothing has been done. Please Help

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