Consumer complaint received 2018-03-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Between XX/XX/XXXX XX/XX/XXXX, Hurricane Irma hit the XXXX area. Bank of America offered DISASTER RELIEF SPECIAL FORBEARANCE. When I spoke with Bank of America on how this forbearance would need to be repaid, they were unsure but stated it would probably be added on to the back end of the loan and assured me they did not want to cause any additional distress. I received a letter dated XX/XX/XXXX, which stated I was not required to make payments from the time period between XX/XX/XXXXthrough XX/XX/XXXX. The letter stated the terms of the home loan were to remain UNCHANGED. Please keep in mind, I was NOT BEHIND in payments when the forbearance period began and DID NOT HAVE AN ESCROW ACCOUNT WITH THE BANK. I have always paid my own taxes and house insurance and never been behind in either one. I received a separate letter dated XX/XX/XXXX introducing my first of two customer relationship managers which I kept in constant contact with during this process due to receiving continuing letters stating I was late on my mortgage. Not only was I getting these letters, but received two notices on my door telling me to call the bank. My customer service manager assured me this was just an automatic process and I was covered within the disaster relief special forbearance. I received a letter dated XX/XX/XXXX stating my special forbearance period was ended. When I called to inquire as to how the forbearance was to be handled, I was told they were behind in processing and still unsure. I paid my XX/XX/XXXX payment on XX/XX/XXXX. I received a letter dated XX/XX/XXXX introducing my 2nd customer relationship manager and stated she would contact me with the options on the home loan. I received a letter dated XX/XX/XXXX stating I was approved for a " Trial Modification '' which included a required escrow account and to accept the offer, to contact or make the first trial period payment by XX/XX/XXXX. I immediately contacted the CMR when receiving this letter due to NOT WANTING ESCROW. She stated I could decline by paying the entire amount owed and write a letter to the " Control Tower '' stating I wanted to opt out. I paid in full on XX/XX/XXXX and faxed in the letter to the control tower to opt out and return to normal services. Received a letter dated XX/XX/XXXX which was an Initial Escrow account disclosure statement. I called again and stated I DID NOT WANT ESCROW AND I PAY MY OWN HOUSE TAXES and was assured that since I had just paid the full amount, that would not be the case. I received a letter dated XX/XX/XXXX which stated BOA wouldn't allow me to opt out due to money being in ESCROW. Found out later that they had paid my taxes on XX/XX/XXXX. Keep in mind that I was to have until XX/XX/XXXX to respond to their " offer ''. I have been on the phone almost every day trying to fix this. It was suggested that I pay the escrow amount to make it XXXX. Keep in mind, I had already paid my taxes in XX/XX/XXXX NOT KNOWING OR GIVING PERMISSION for the bank to pay them. I had until the end of XX/XX/XXXXto pay my taxes so they were NOT LATE when the bank took it upon themselves to open an escrow and pay them. I went ahead and paid the escrow amount as suggested to XXXX it out ( keep in mind, I have now paid taxes twice ) and was told this should take care of the problem. I have just received a letter dated XX/XX/XXXX stating unable to complete your request to delete your escrow account due to a trial or permanent modification program that requires escrow. QUESTION-IS IT LEGAL TO CHANGE A DISASTER SPECIAL FORBEARANCE THAT STATED NO CHANGES WERE TO BE MADE TO THE LOAN TO AN UNSOLICITED AND UNWANTED PERMANENT LOAN MODIFICATION. PLEASE ASSIST. I DO NOT WANT AN ESCROW!!! I have been a loyal customer to Bank of America for twenty years, NEVER LATE WITH A PAYMENT and they have now lost my trust What was supposed to be helpful during a disaster has become more stressful than the actual hurricane itself and I am now having to consider going with another banking institution to refinance and pay additional closing cost just so I won't have an escrow account. PLEASE ASSIST.

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