Consumer complaint received 2021-02-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX I received notification from Bank of America ( BOA ) in regard to our mortgage account stating that we had unapplied funds and that I needed to make an additional payment so the funds could be applied to the account. I contacted BOA and made that additional payment and was notified then that our mortgage had increased. Our mortgage is paid via military allotment, therefore I contacted XXXX XXXX and XXXX XXXX ( XXXX ) to increase my allotment, in which would not take affect until XX/XX/XXXX. 
In XX/XX/XXXX, I received the same notification from BOA, I contacted them to make the additional payment, in which they stated that my account was in good standing and to contact them in a couple of weeks. In which I did, they stated that my account number would change and to add XXXX in front of my existing account number and that my account was good. I asked about the late fees and they stated that it would be fixed once the computer system update was complete in XXXX. 
I received nothing in XX/XX/XXXX. 
In XX/XX/XXXX I received notification from BOA that my account was behind 2 months. I contacted BOA, they stated that they were not showing payments for XXXX and XXXX. I explained that they were paid via military allotment, they requested that I send documentation showing payment, in which I did. They stated that it could take up to 30 days for the account to be fixed because they were updating their system. 
In XX/XX/XXXX I received notification from BOA that my account was behind 3 months. I contacted BOA and questioned where my payments were going to? He explained that they go to a bank and in turn then get sent to BOA. I again sent proof to BOA that the allotments were being sent. He stated that I had not made a payment in XX/XX/XXXX and even with these missing payments I was behind 1 month. I told him that was impossible that our mortgage has been paid via military allotment since XXXX. He put me on hold and then returned to say that the missing payment was from XX/XX/XXXX. Again, I told him impossible and that I would request payment history from XXXX because I could only go back 1 year onlne. I then requested a payment history from BOA, he stated that he couldnt go past XXXX. I then went online to check my account and all of my history and documents were gone. I also received notice from The Veterans Administration in regard to BOA contacting them in regard to my account. I also received notification that BOA was sending a representative to our home to discuss retention, in which they never showed. 
In XX/XX/XXXX received notification from BOA that my account was behind 4 months. I contacted BOA and was told that they were showing 3 payments and that they had applied them to XXXX, XXXX and XXXX payments. And that XXXX and XXXX payment was still missing. She also stated that they did receive XXXX payment however they were returning it to XXXX because they arent accepting military allotments anymore. I explained that they would probably receive XXXX payment via allotment as well because it is past the cutoff. She annotated my account. I contacted XXXX to stop the allotment and ask if they had received a return from BOA, in which they had not. I requested my allotment payment history from XXXX, in which I received last week. I have reviewed the document which dates from XXXX ( XXXX is when I retired and XXXX because that is as far back as BOA could go ) and it shows that they have sent money to my mortgage every month. I then contacted Mr. XXXX, our VA representative for further assistance. He reviewed the documents and contacted BOA in confusement because it shows that I had been making my payments on time and every month. They sent him a complete account history, he then instructed me to contact CFPB for further assistance because everything shows that we have made our payments on time every month. 
I received nothing in XX/XX/XXXX. I contacted BOA in regard to the military allotment payment, they stated that it was returned to XXXX. On XX/XX/XXXX I made a payment via my checking account for XX/XX/XXXX payment. They stated that the account would be fixed and that once we received XXXX and XX/XX/XXXX missing payments that they had returned to please notify them. This has not been done because I still have not received that missing money. 
In XX/XX/XXXX, I received notification from BOA showing that I am 3 months behind on payments and that they have put my XX/XX/XXXX payment into an unapplied funds account. I received the payment history from XXXX in which after reviewing, I have made payments to BOA each and every month. I have contacted XXXX in regard to the XX/XX/XXXX and XX/XX/XXXX payments being returned to them, in which they have not received. 
I am incurring countless late fees and now occupied property inspection fees due to being in default. I have contacted BOA numerous times to try and get this fixed, to no avail. Prior to XX/XX/XXXX, there were never any issues, never any notices and our account was always I good standing. Prior to XX/XX/XXXX I had never heard of or seen an unapplied funds account. 
When we purchased our home in XXXX, our mortgage was with XXXX  XXXX XXXX and then BOA bought them out. Our mortgage began as XXXX  per month and has now increased to XXXX  per month. Our allotment was always set on the highest nearest dollar amount ( ie {XXXX due allotment XXXX  ). When BOA bought out XXXX XXXX XXXX we didnt need to make any changes to our allotment per BOA. 
I would appreciate your help in finding our missing money and fixing our account to getting it current. I was given 2 case numbers by BOA ( XXXX and XXXX ). If you need any further information, please do not hesitate to contact me.

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