Consumer complaint received 2022-01-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Complaint Overview : Unapplied Funds account mysteriously arises in XXXX XXXX. I am missing a mortgage payment, as in bank has wrongly credited my account. The Bank keeps making excuses as to how this happened and has yet to correct the issue, I am under the impression the bank misappropriated one of my monthly mortgage payments.

Detailed Complaint of Horrendous Customer Service : OnXX/XX/ I received a letter from Bank of America stating that they had not received my home loan payment of {$830.00} for said month. This was instantly a red flag, since not only had I made my payment on XXXX XXXX, XXXX of {$830.00}, but every single month prior to this I have paid promptly at the beginning of each respective month.

I walked into the local branch bank on XXXX XXXX XXXX  with my XXXX XXXX receipt in hand seeking answers. I was not given any. The branch managers could only certify that my payment was indeed processed correctly to the proper mortgage account & next they connected me with the bank 's mortgage department customer service line. The mortgage customer service representative began to state that the payment of XXXXXXXX XXXX was missing, I showed my receipt of that month to the branch manager who then gave the " transaction code number '' to the customer service rep over the phone. Then the customer service rep stated payment of XXXX XXXX was missing although the branch manager confirmed the payment had been made in person on time, I showed that receipt, then the agent insisted XXXXXXXX XXXX was missing, I showed that receipt as well, no answer, customer service rep was confused. I have to add it was painstaking getting a Mortgage Customer Service rep on the phone and every single agent I spoke to spewed conflicting information.

The branch manager told me in confidence that this has been a common problem as of recent with mortgage customers, he began to explain that one of the bank 's computer programs was not registering payments while another computer program was and that along with all the newly hired staff over the pandemic it had lead to a huge mishap on the Bank 's end. The process was so frustrating that the bank managers even grew tired of dealing with the mortgage customer service reps as they continued to spew contradictory information, after many frustrating calls to the mortgage department directly from the branch manager 's office, a case was finally opened to supposedly resolve my payment disputes and look into missing payments of XXXXXXXX XXXX and XXXXXXXX XXXX. I call back a week later, only to find out that only one of those payments have been corrected, the payment on XXXX XXXX XXXX1, although I had sent them proof of both payments. Then the mortgage rep says that this whole ordeal began in XXXX XXXX, where there is now a missing payment. I was flabbergasted as that is almost a year ago, scared that I would not be able to find my receipt, to my luck I found that receipt but this is frankly ridiculous. Every single time I call, a new rep in the mortgage department seems to invent a new missing payment although the local bank branch processed all of my payments correctly and luckily I have all the receipts. Still to this day, the bank has not explained to me what is going on, even after I noticed in my September Bank statement that my money appeared in an " Unapplied Funds '' account and it seems the bank misappropriated my monthly payments and frankly I do not know where they placed my money. I noticed all these odd credits and reversals on behalf of the bank labeled " Unapplied Funds '' and " Misapplication reversal '' and " Principal Curtailment '' on the dates ofXX/XX/XXXX,XX/XX/XXXX, XX/XX/,XX/XX/, and XX/XX/XXXX You can see all these credits on my bank statement dated XX/XX/. To add injury to insult, I have suspicion that they may have misappropriated one of my monthly home loan payments into the Escrow account as it seems to be a bit larger than usual, especially since taxes were paid this month, XXXXXXXX XXXX. The last mortgage customer service rep I spoke to agreed that I may be correct but gave me no definitive answer and just told me that the " pay transaction specialists '' are going to input the latest receipt of XXXXXXXX XXXX. I grew so frustrated that I faxed over all of my receipts from the year XXXX, including a payment from XXXX XXXX. It seems so preposterous that the bank is unable to keep track of my payments that were done in person at their local branch.

One important detail I forgot to add was that every single time they claimed they had found a missing payment, they swore it was due to a bounced check. Bounced check in XXXX XXXX, bounced check in XXXX XXXX, and lastly bounced check in XXXX XXXX, is what they claimed. I replied to them that this was impossible as I never pay them in check and my account has never been back charged, the local branch bank managers backed up my statements as they looked at the physical receipts of the payments processed in person.

Lastly, I would like to add that in a Statement datedXX/XX/XXXX from the Bank in small print it states I am 165 days delinquent on my mortgage and on that same statement there is a list of the previous 6 months balances showing that the balance has been FULLY PAID onXX/XX/XXXX and every month after that shows an UNPAID BALANCE DUE of {$0.00} this is contradictory. This is the sort of complaint the brank manager made me privy to ; mortgage customers were wrongly receiving delinquency notices on payments they had indeed made.

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