Consumer complaint received 2017-09-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
Re : Bank of America ( BofA ) Home Equity Line of Credit ( HELOC ) Account What Has Occurred 1. I have a HELOC with BofA since XXXX XXXX 2. I was on Automatic Payment with BofA to withdraw the required funds from my BofA Checking to pay my BofA XXXX 3. I received my HELOC statement for period XXXX/XXXX/XXXX XXXX/XXXX/XXXX 4. I have NOT received my HELOC statement for period XXXX/XXXX/XXXX XXXX?? XXXX 5.  I have NOT received my HELOC statement for period XXXX?? XXXX XXXX?? XXXX 6. I have NOT received my HELOC statement for period XXXX?? XXXX XXXX?? XXXX 7.  I have NOT received my HELOC statement for period XXXX?? XXXX XXXX?? XXXX 8. I have NOT received my HELOC statement for period XXXX?? XXXX XXXX?? XXXX XXXX. I have NOT received my HELOC statement for period XXXX?? XXXX XXXX/XXXX/XXXX XXXX. I have received my HELOC statement for period XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX. I have received my HELOC statement for period XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX. I was REMOVED FROM AUTOPAY back in XXXX without notice. On XXXX/XXXX/XXXX through the BofA message center they sent me : XXXX Bank of America Home Loans has canceled your e-bill service XXXX/XXXX/XXXX Bank of America Home Loans has canceled your e-bill service for account XXXX. 

Cancellation of your Bank of America XXXX XXXX e-bill service XXXX have affected payments that you previously scheduled to Bank of America XXXX XXXX. XXXX your scheduled payments and make new ones, if necessary. 

For assistance, contact Bank of America XXXX XXXX directly. 

Thank you. 
===== 13. I immediately started calling BofA to get my statements that never came ( confirmed later by BofA in this document ). They said they could not email them but could only USPS them. Knowing the website is incorrect ( confirmed by BofA ) I waited for the statements that never came. 
14. I was notified by USPS mail in XXXX that I was delinquent for XXXX, XXXX and XXXX payments. I immediately paid the amount owed in XXXX XXXX. Basically, I have been calling BofA and using the BofA message center for many months now. My contact is weekly and sometimes near daily. 
16. I have also gone into the local branch to try and resolve this 17. I have no resolution on this. 


Where and I now and what BofA has told me. 
1. In writing they told me ===== RE : Third HELOC XXXX General question about my account XXXX/XXXX/XXXX Dear XXXX XXXX Thank you for contacting Bank of America. 

We regret any inconvenience this experience may have caused you. It is never our intention to upset or frustrate a valued customer. Our goal is to be the most courteous and responsive service in the mortgage industry. 

After reviewing our systems, we are unable to locate the monthly statements of XXXX XXXX - XXXX XXXX. We apologize for any inconvenience. A request has been submitted to have the most recent billing statement mailed to your address on the system. 

Please allow up to 2-3 business days for processing plus 5-7 business days for delivery. 

We waived the fee of {$140.00} that was assessed on XXXX/XXXX/XXXX. 

If we can be of further assistance, please do n't hesitate to contact us. And thank you for choosing Bank of America as your home service partner! 

Sincerely, Bank of America XXXX= 2. I have asked to have a single person from BofA assigned to me. One person did call for a brief conversation but has not contacted me back. And, when I call BofA they will not transfer me to him. Aarron at XXXX x XXXX 3. I have asked for a detailed reconciliation or listing of transactions with all the information that is on the statements. They have provided a transaction history but it is MISSING KEY INFORMATION. I have done my own reconciliation based on best knowledge and they have charged me about {$510.00} in excess interest. 
4. I have asked them to refund all late fees. They have except the latest. 
5. They have reported to credit agencies a. XXXX XXXX XXXX Days Late b. XXXX XXXX XXXX Days Late c. XXXX XXXX Days Late d. XXXX XXXX Days Late 6. They have sent me my latest two statements with periods ending in XXXX and XXXX 7. They have never provided me the statements for the periods ending in XXXX, XXXX, XXXX, XXXX, XXXX, XXXX What I am requesting BofA do 1.  Rebate my last late fee. Provide Proof or letter this action has been taken. 
2. Refund me {$510.00} or provide reconciliation showing where they have not overcharged me. Provide documentation of either option. 
3. Remove ALL the late reporting to ALL THREE credit bureaus. Provide Proof of this action has been executed with and accepted by the bureaus.
4. Provide letter of apology including but not limited to : they did not did not send statements ( previously admitted ), their website is not accurate with the statements and cant be used for accurate payment information ( previously admitted ), they are removing all negative remarks regarding this account from credit reporting as it was not my fault.
5. Based on my need to get college loans in the very near future all this needs to be completed in a matter of weeks.

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