Consumer complaint received 2018-10-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
About 5 years ago our loan was with Bank of America, and it was an adjustable rate mortgage, which the Attorney General of the United States told Bank of America to refinance all unfavorable mortgages ( ie adjustable rate ) but BOA refused to do that for us. Our payments increased and so we tried to get a loan modification but since BOA messed up the payments so bad and refused to refinance the mortgage for us, they sold the loan to XXXX XXXX XXXX XXXX. After about 1 year of working with XXXX we were finally granted a loan modification and all the payment issues that BOA messed up XXXX got fixed. Then in XX/XX/2018 we were advised that our loan was going back to BOA as of XX/XX/18. In XXXX we received a letter from BOA stating that we had 60 days to provide proof of homeowners insurance or they would force place insurance on our loan. I reached out to XXXX asking for the name of the CEO or COO names so if I had any problems I had a contact. Well I was given the name of XXXX XXXX at BOA and of course he is in EST and I am in CST so we can never connect and NEVER got the name of the CEO. I went online and found the name of XXXX XXXX who is the CEO and have reached out to him several times and never get a response from him. I have called the 800 numbers they have and asked for the CEO 's name and the COO 's name and are told we don't have that information, they would not even verify an email address stating we don't have that information. I had asked XXXX NOT to return my loan to BOA and was told BOA called them and wanted the loan back. Since then I have had nothing but problems and still trying to fix a problem from XXXX. My homeowners insurance is escrowed along with my property taxes with the modification that XXXX got us approved for to save our home from foreclosure. Back in XX/XX/2018 XXXX paid my homeowners insurance from my escrow account, and when the loan went back to BOA. On XX/XX/18 BOA took {$1000.00} out of my escrow account again to pay my homeowners insurance, when I called them on it, I was told we got an invoice and it was misread and it was paid a second time. I advised that they needed to put that money back into the account as it was not MY error and they needed to take a bank loss for the amount they took out in error. It has taken until XX/XX/18 for them to correct the account supposedly but I have not yet received proof of that money put back into the account via regular mail. In XX/XX/2018 I got a statement stating my mortgage payment was increasing due to a shortage in my escrow account, It has been over 3 weeks since I was told it would be fixed. On XX/XX/18 XXXX XXXX told me they they do not fix problems and take losses like that and then she found out from a XXXX XXXX that it was a bank error and that it was being fixed and that the escrow account would be re-reviewed. I asked for a corrected escrow statement by XX/XX/18 and never received that, and also confirmation that my payments would not be increasing. XX/XX/18 I got a call from XXXX XXXX advising the money was back in my account BUT I needed to call the escrow department and have them review it again. I said no that is not my responsibility as I did not mess up the account that they needed to do that. All the emails I have sent XXXX XXXX I have NEVER received a phone call from him. I even asked for the address of the corporate office and was told that customer service people did not have a physical address so someone could send a written complaint to the CEO. I have spoke with a XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. I have asked that since BOA is making mess of this loan that I wanted them to write the loan off and provide me with a paid in full on my account and BOA take a huge bank loss for all the problems I have experienced in the past and present, or they find me a bank to refinance my loan at my current interest rate since we both had to file bankruptcy 2 years ago to save our home. BOA has been nothing but problems and they need to be held accountable. Currently due to BOA error my mortgage payments are going from {$780.00} to {$840.00} to compensate for the error. Not my error and it needs to be fixed by XX/XX/18. I as a consumer should not have to jump through all kinds of hoops to fix a BOA problem. BOA needs to stop messing up and take responsibility. I filed a complaint with the XXXX almost 2 months ago and they have not responded back to the XXXX and I have not heard from the XXXX on the status. BOA keeps calling me and I get upset and hang up the phone as I do not want to listen any longer to the lies they are telling me.

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