Consumer complaint received 2022-11-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have had our mortgage for over 20 years and ever since Bank of America took over our original mortgage company Countrywide, I have had on going issues. I have been trying to be able to prepay more than one periodic payment without it being applied to principal balance of the loan. I want to be able to make payments as often as I choose and for the life of the loan. 
I have spoken on the phone with the main customer service several times over the years. They would post my payments incorrectly. Each time I spoke to someone, I was given different instructions and was told flat out that I could not make additional payments at any time or make prepayments. With no explanation or help. 
On XX/XX/XXXX I spoke on separate occasions to 2 agents XXXX XXXX XXXX XXXX ). They both said that Bank of Americas policy was not allow early payments. Frustrated, I spoke to the Bank of America XXXX, XXXX branch manager. She tried to help, so it seemed, but nothing was resolved. 

Another phone call to customer service, I mentioned the clause I found in my statement below. I was told to mail a written request. Which I did on XX/XX/XXXX and have yet to receive a response or resolution. 

Paying your loan ahead You may prepay your periodic payments one month in advance. If you want to prepay more than one periodic payment, please contact us. Keep in mind that if you dont contact us or we dont receive written instruction from you, and you attempt to prepay more than one periodic payment, we will apply those payments to the principal balance of the loan. 

Then I received a letter dated XX/XX/XXXX, regarding our homeowners insurance premiums. On XX/XX/XXXX, I called the phone number XXXX listed on the letter to get some clarification. The recent letter was notification that Bank Of America paid our homeowners insurance premiums on our previous and current insurance policies, so youll need to cancel one of them and send us your premium refund. What did this mean??? 
First thought was, did our homeowners policy company change? SecondIf so, why were we not notified? Then of course confusion and so many other questions and concerns came up. After speaking to someone about this, she confirmed that our homeowners insurance policy holder was not changed and the last payment was XXXX. And that its all caught up and that the letter must have been sent in error. 
So, I asked the XXXX  lady about my previous issue. I explained all to her and she gave me another address to which I can send my concerns and complaints. I am sending it certified mail Monday XX/XX/XXXX. In the letter I advised them that I was also filing a claim with you. 
Every time I try to work with this bank, I have issues. Everyones hands are tied, employees are uninformed or show lack of knowledge of policies, XXXX etc. And no communication. So very frustrating and aggravating.

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