Consumer complaint received 2021-03-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have previously contacted the bank about this issue, but have received no response and my question has been ignored. This is completely unacceptable. I asked the bank how I can remove my PMI from my mortgage payment. I was told that I would have to pay {$150.00} for them to evaluate my property and it can be taken off. I sent a check for {$150.00} as soon as possible and the check was processed and cashed by the bank. 
After complaints to CFPB, the XXXX told me that I was late on a payment in XX/XX/2020. This is inaccurate, I made a payment for the exact amount that was sent to me on my paper bill. I have had a bankruptcy in XX/XX/2020 and the bank closed my online mortgage information so I had no way to know that they changed the amount due between sending me the paper bill and the date of the payment. The bottom line is that I made a payment, the bank reversed it due to no fault of my own and blamed me for not making a payment. After a few complaints and XXXX  months, the bank returned to me and are claiming now that I made a bad check payment in XXXX, when I never paid by check and paid by transfer from my Bank of America account. They held the transferred money from XX/XX/2020 to XX/XX/XXXX when the XXXX returned an escrow shortage to my account and are blaming me for not making a payment, which I made and the bank themselves returned it. Now, they are blaming me for a bad check that was never done. They are doing everything they can to sabotage my mortgage and make it more difficult to pay. The bank representative that was assigned to my case, XXXX XXXX, acts extremely rude and constantly hangs up the phone on me whenever I ask for an explanation. The bank is also holding onto the {$150.00} that I paid for the removal of PMI and are forcing me to pay it every month because no one is investigating this issue. 
I have ALL documents showing the events that happened but the XXXX  refuses to look at them because I wholeheartedly believe they are deliberately sabotaging my account. That's why XXXX XXXX hangs up on me anytime I ask a question and refuses to say anything other than blaming me for their own mistakes. I am not receiving any customer service from this bank at all and I do not understand why only ONE single person in the bank is making all these decisions when she obviously has a personal focus on me and is deliberately doing everything to ignore any evidence I submit regarding the bank 's request. I would like somebody else in the bank to investigate the issue and make the right decision because XXXX XXXX is refusing to work on this issue and it has come to the point where she just hangs up on me whenever I ask a question. This is completely unacceptable and I would also like to ask the bank why only a single person that refuses to do anything over XXXX  months is making every single decision when she is clearly not treating me equal to the other bank customers. 
I am attaching the statements which Bank of America refuses to look at, including the mortgage bill that they sent me and the total amount paid. I paid the exact amount on the bill and if the XXXX printed the wrong amount that is not my fault.

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