Consumer complaint received 2016-10-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
NEW UPDATEXXXX After receiving a vague letter from BofA stating that the research was completed I spent another 1 hour & 47 minutes on the phone with XXXX HELOC representatives at BofA today going over my complaint for the umpteenth time. ( see attached ) I would like to state that I was promised a call back from XXXX XXXX XXXX x XXXX at BofA on XXXX XXXX at XXXX and I NEVER received a phone call back AT ALL from ANYONE at BofA since my last complaint to you was submitted. 
1. Attached - please find my HELOC loan statements from XXXX through XXXX & spreadsheet of my loan payments ( all made EARLY + extra principal Please note that at NO TIME do the statements show that we were late or that we were charged a late payment fee or were short a loan payment. This is my complaint. If we had been notified on our statement we could have paid the difference & not been assessed any late fees ( now totaling {$260.00} which I 'm requesting be reversed. 
2. The fees do not show up until XXXX yet the difference between the amount owed and the balance due started in XXXX. 

XXXX/XXXX/XXXX : Spoke with XXXX at BofA Ref # XXXX - Home Equity Line of Credit - Florida & collection agency : We were given the wrong payment amounts - BofA was quoting the wrong amounts. We were told they would " research the late fees '' but that our account did not qualify for fee reversals. 
We were told that BofA did n't start notifying us that we had late payments until XXXX XXXX - We have made every single payment EARLY - but the original payments were n't made in the correct amount. This could have been immediately corrected if we were notified on our statements - the bank did n't notify us of these late payments until XXXX XXXX and the payments that were short began in XXXX Bank of America has been fraudulently charging us for a late payment since XXXX XXXX on our HELOC - XXXX - Ref # XXXX - In XXXX our HELOC converted to a fixed payment amount to pay the principal & interest from interest only - BofA says that we are paying 1 mo. behind even though we pay our HELOC early each month & make additional principal payments - apparently they 've been using these funds to cover hidden fess and not notifying us- We have an account manager and this issue was : 1 ) not stated or shown on our monthly statements 2 ) never mentioned by our account manager This is absolutely unacceptable. We want to make an additional payment for this mysterious " past due '' amount and have it backdated to XXXX XXXX when it originally due & have all associated fees & interest reversed. 
We dispute the response from BofA for the following reasons : 1. When our 2nd mortgage loan converted to a fixed rate loan XXXX/XXXX/XXXX the regular " interest only '' payment was made automatically rather than the NEW Fixed payment. 
2. There was not a single notification on any loan statement that showed the missing payment amount or any late charges in XXXX. 
3. Once we found out about the " late fees '' which showed up in XXXX, we have tried to investigate what happened with our conversion. 
4. We have repeatedly tried to make a payment to pay the difference between the NEW fixed rate and the old interest only payment. 
5. The bank did NOT notify us that any payments were made in the incorrect amount or that there were fees until XXXX. 
6. We were told that our loan is in " default '' status? Please provide some proof that this is the case as we have not had a single notification that it 's in default. 
7. Bank of America has to comply with consumer protection agency laws and show clients when they charge " late fees '' 8. We have been clients since XXXX - we have our 1st & 2nd mortgage - business accounts, merchant services, bank accounts, kids accounts ALL through BofA - I can not believe how we 've been treated for a year - Reverse {$260.00} please.

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