Consumer complaint received 2022-11-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Summary : in XXXX, my home insurance company sent a letter that I needed to re-roof house or or they would drop my coverage XX/XX/XXXX. I engaged a XXXX to provide a quote in XX/XX/XXXX. XXXX found unknown damage and I opened a claim with insurance company. They rejected the claim and it went to litigation. During the period of litigation my Insurance Agency told me I couldn't write a new policy until the claim was settled. Claim settled first week in XXXX after being dropped. Insurance Agency then says can't write a new policy until roof is completed. 50 Days after being dropped roof is completed and new policy is written and Bank of America is notified of new policy using the website they directed me to use in letters at the time. 

In XXXX I receive a call and Bank of America tells me I will need to pay for the {$630.00} insurance they will/have purchased during the 50 day gap and will receive an escrow analysis for this amount. I agree to this and we discuss the new coverage and that I am current on the premiums, intend to pay the premiums and do not wish to escrow this cost. Later I receive a call discussing the new insurance coverage and the Bank tells me they will now be paying the premium from escrow. In XXXX, Escrow analysis arrives with a monthly escrow payment amount of XXXX XXXXXXXX. I have made several calls to the Bank to resolve this. I have paid the {$630.00} cost of the gap insurance and my regular mortgage payment as separate payments, yet the Bank has not changed anything and has misapplied my payments and has charged me late fees, noted my account as late and threatened to report my account to credit rating companies. 

Below details are from my notes : Late XXXX BOA Has given me 60 days to locate insurance, I have provided XXXX proof of insurance to Website I have agreed to payment of 50 day gap of {$630.00} BOA and I Agreed to this Early XXXX Once Again provided proof of insurance to BOA XXXX via Website No response XX/XX/XXXX Contacted BOA Customer Service Received Escrow Statement notice for {$4600.00} What/ where is my Balance for the 50 day Gap? 
Why does my escrow not reflect this balance? 
Have you contacted XXXX and made any changes in my relationship with them? 

I asked them why have I not received any notification? : Receipt of Insurance?

Corrected Escrow Contact with my Carrier? 


Called Universal Property XXXX XXXX Policy XXXX XXXX Policy is paid up and XXXX XXXX XX/XX/XXXX Called BOA XXXX XXXX Spoke to XXXX XXXX after explaining status to her, she transferred me to XXXX Employee # XXXX Dept Home Loans Customer Service. 

I spoke to XXXX and explained to her that I have agreed to pay the {$630.00} for the gap, why does my escrow show {$4600.00} balance. It is explained that I have not acquired insurance, so they have provided it. I said that I have my own insurance and BOA does not have to provide insurance in my stead. After getting nowhere with XXXX, I asked for a supervisor and was told that it take a long time for a supervisor to be available and I should allow them to call me later. I provided my contact info but said I would not hang up, XXXX would have to hang up on me or allow me to hold. After a long wait I was transferred to XXXX. XXXX did not bring anything new to the conversation and after explaining my situation again, I asked for documentation to be mailed to me explaining what BOA had done and why. I would pay from corrected documents. 
I have never received any revised documentation or an explanation of what has been done. 

XX/XX/XXXX I received a call from BOA Collections today, I was working so I returned the call later that day at lunch. I was connected to XXXX in Collections, and I explained everything that has gone on before this. After listening to me XXXX said I really needed to be speaking to Escrow and transferred me to XXXX XXXX. 
XXXX XXXX listened to everything again and told me that she couldnt help me, I needed to speak to XXXX, she then transferred me to XXXX XXXX not the one from Collections ) in XXXX. 
XXXX listened to everything I had to say and said I needed to speak to Customer Service. I told him I started in Customer Service on XX/XX/XXXX and nothing has happened for nearly months. I agreed to be transferred even though I was way past my one-hour lunch time. 
XXXX in Customer Service listened to what I had to say and told me my escrow balance was currently - {$140.00} which didnt make sense. I have paid 3 payments of {$52.00} against a balance of {$630.00}. He also mentioned some/adjustment of $ XXXX dollars against the escrow in XXXX but would not answer me when I asked what that was for. I had paid {$1000.00} on XX/XX/XXXX to XXXX XXXX, and this sounds like the same amount and timing. So now it looks like BOA is paying my insurance premium against my wishes and direction when I made the XX/XX/XXXX call. XXXX said he was going to escalate these issues, and also has started a complaint on my behalf. I was provided with a Case ID of XXXX. 

XXXX XXXX XXXX XXXX XXXX XXXX Debt Service Completed? 
Asked about revised Escrow Report? 
XXXX said I was at two months behind in payment and it would be going to credit reporting soon. After discussing everything that has happened prior to this call, XXXX said this is not a customer service issue forwarded to Escrow. 
Transferred to XXXX XXXX XXXX She is not Escrow still customer service She was unable to provide any new information and forwarded it to XXXX as an escalation : XXXX XXXX XXXX told me I needed to fully pay the {$630.00} amount but they were not going to remove the next years insurance from the escrow until then and probably even not then. 


XXXX XXXX Policy # XXXX I spoke to XXXX and she confirmed payments on XX/XX/XXXX {$1200.00} XX/XX/XXXX {$1000.00} And the next payment date of XX/XX/XXXX {$1000.00}

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