Consumer complaint received 2017-12-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
Bank of America is negligent in their payment process resulting in problems for the borrower. 
Beginning XX/XX/XXXX, when principal was added to my monthly payments, B of A has added fees, denied payments and on a monthly basis continue to add amounts such as " back payments '' fees and added amounts on my monthly payments. Along with this they have sent threats and innuendos of foreclosure. None of this is warranted. I have already sent you a packet of documentation which includes my bank statements and receipts. 

On Thursday, XX/XX/XXXX, I spoke with XXXX at Bank of America who informed me that he would be my contact to deal with the dispute I filed with CFPB. After studying the documentation I provided on my account he acknowledged that I had made every payment since XX/XX/XXXX ; and I was never more than thirty days late in any month. He also acknowledged that I had been charged late fees for payments made during the fifteen day grace period, or on months where I made two or three small payments, but which equaled the entire amount I owed. He said he would look for other incidents of this. He also said that he acknowledged that B of A was not seeing the total amounts of my payments when I chose to make smaller payments but which equaled the entire amount owed that month. 

XXXX also informed me that my payment is {$50.00} higher this month ( XX/XX/XXXX ), because it is B of A 's way of collecting late fees -- fees which were never clearly delineated to me -- nor did he give me a final calculation of what was being removed in terms of fees. He did not sufficiently address the fact that according to calculations by loan officers at two branches of B of A ( XXXX XXXX and XXXX XXXX downtown ) were too high. According to B of A officers my payments should be around {$160.00} per month. This month they are {$250.00} and all of that is not their calculation for late fees but there normal regular payments. 

Finally on many months I had paid late fees in with my regular payment. For example : in XX/XX/XXXX I added XXXX dollars to the normal regular fee and paid it. I told him this and he informed me that I should tell the teller at the bank to which I informed him that tellers at B of A 's ) have nothing to do with Home Equity loans. Bank of America has no way to designate months and amounts of payments at the teller end. If you call the home equity department they fail to note and designate the amount properly. 

The most glaring of problems which still remain with Bank of America is harassment. I have month received letters insinuating that foreclosure was eminent when NOTHING called for such action. That has now been established by my interaction with XXXX. For a full year I have endured inept behavior on the part of B of A, some of which I believe is intentional in order to foreclose on my house. I asked to be compensated for this behavior toward me. I also asked that changes be made at the paying end in the banks to insure that my money goes to the right account for the right date and that I am not charged fees for their mistakes. Nothing has insured me that all the problems I have encountered this year will not repeat and repeat themselves.

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