Consumer complaint received 2019-10-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/2019Settlement of property ( XXXX XXXX XXXX ) occurred at XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX, PA XXXX ( Phone XXXX & XXXX  XXXX ). Funds ( {$200000.00} ) to pay property off were sent overnight to Bank of America. 

XX/XX/2019Pay off ( Over-night package ) received ( and signed for ) by Bank of America at XXXX XXXX. ( NOTE : Bank of America made ZERO effort to the title company the amount of payoff was incorrect. ) NO COMMUNICATION FROM BANK OF AMERICA TO EITHER MYSELF AND/OR TITLE COMPANY THAT PAYOFF WAS INCORRECT. 

XX/XX/2019Contacted my real estate agent ( XXXX XXXX ) regarding potential problem with pay-off of mortgage at Bank of America. Bank of America has no record of loan being paid off ; upon further investigation, the pay-off was short by {$160.00}. 

XX/XX/2019School taxes deducted ( {$3100.00} ) from my escrow account at Bank of America, despite the fact the taxes were PAID IN FULL by the new homeowner on XX/XX/2019. 

XX/XX/2019XXXX XXXX ( XXXX XXXX XXXXt ) stated the title company made an error in the amount of payoff. ( Payoff {$200000.00} ) was good until XX/XX/2109NOT XX/XX/2019, when the funds were actually received by Bank of America. NO COMMUNICATION BETWEEN TITLE COMPANY AND BANK OF AMERICA FOR 11 DAYS UNTIL I BROUGHT THE DISCREPANCY TO THEIR ATTENTION. 

XX/XX/2019 -- Per XXXX XXXX XXXX  tax collectorDUPLICATE tax payment received & processed Tuesday, XX/XX/2019. Copy of Refund voucher ( dated XX/XX/2019 ) provide to me by XXXX XXXX. Funds will be returned to XXXX XXXX XXXX, XXXX XXXX  XXXX, XXXX, TX XXXX. 

XX/XX/2019Spoke with a representative of Bank of America regarding the issue. She stated she spoke to her supervisor, ( XXXX XXXX ), and to fax the information regarding the duplicate payment to her. Information ( including mortgage number, property information, name on account, etc. ) faxed to BOTH XXXX XXXX & BANK OF AMERICA TAX DEPARTMENT. NO RESPONSE FROM BANK OF AMERICA. TYPICAL RESPONSE FROM BANK OF AMERICANO REPONSE OR BLATANT LIES DATE IS AROUND XX/XX/2019 -- Spoke to Bank of America representative regarding the duplicate tax situation ; she stated she would elevate the situation to a supervisor. 

DATE IS AROUND XX/XX/2019 TO XX/XX/2019 -- Message left by XXXX ( XXXX, Extension XXXX ) ( ID # : XXXX ). After numerous phone calls playing phone tag, I finally spoke with her. Voice mails were left by her on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/2019. She stated she researched the problem, and I would be refunded my money for the duplicate tax payment, and she would speak to, and provide training, to the Bank of America representatives that treated me with disrespect. 

When no solution and/or response to finalize this situation occurred, I left message on XXXX extension ( XXXX, Extension XXXX ), but I received the typical Bank of America response : NO RESPONSE FROM BANK OF AMERICA. TYPICAL RESPONSE FROM BANK OF AMERICANO REPONSE OR BLATANT LIES. 

XX/XX/2019 @ XXXX XXXXSpoke to representative at Bank of America. I insisted on speaking with a supervisor. I was put in touch with XXXX XXXX ( Direct phone number XXXX ) ; she apologized for the previous issues, and stated she researched the problem, and confirmed I would be receiving my refund for the duplicate tax payment. Again, same situationI tried to reach her at the number provided to me, and no-one answered the phone & there was no voice mail. NO RESPONSE FROM BANK OF AMERICA. TYPICAL RESPONSE FROM BANK OF AMERICANO REPONSE OR BLATANT LIES. 

XX/XX/2019Spoke with XXXX at Bank of AmericaI requested to speak to a manager and/or supervisor. She stated no one was available, but the main manager was XXXX XXXX, and a manager/supervisor would call me back. ITS XX/XX/XXXX, AND I AM STILL WAITING FOR THE RETURN CALL FROM A MANAGER/SUPERVISOR. NO RESPONSE FROM BANK OF AMERICA. TYPICAL RESPONSE FROM BANK OF AMERICANO REPONSE OR BLATANT LIES. 

XX/XX/2019Per XXXX XXXX ( XXXX XXXX Tax Collector ) The check ( for duplicate tax payment ) was issued to XXXX ( Check number XXXX ) and XXXX cashed the check XX/XX/2019. 

Monday, XX/XX/2019AROUND XXXX XXXX -- RECEIVED CALL FROM BANK OF AMERICA REPRESENTATIVE FOLLOWING UP ON A BAD SURVEY. TO BE QUITE TRUTHFUL, ALL ZEROS WAS AN EXCELLENT SURVEY -- ACCURATE AND TO THE POINT. I WAS LIED TO AGAIN, AND THE CUSTOMER SERVICE LEVEL PROVIDED WAS ( AT MINIMUM ) A NEGATIVE 100! 

THIS PARTICULAR BANK OF AMERICA REPRESENTATIVE CONTINUALLY HARRASSED AND ANTAGONIZED ME DURING THE ENTIRE CALL. HE BLATENTLY CALLED ME A LIAR ( I STATED I HAD RECEIVED AN E-MAIL FROM BANK OF AMERICA REGARDING MY MORTGAGE ; HE STATED THE MORTGAGE DEPARTMENT DOESNT SEND E-MAILS, AND IT WAS A SCAM. ) I HAVE SAVED THE E-MAIL FOR VERIFICATION. I QUESTIONED THIS E-MAIL BECAUSE BANK OF AMERICA TOOK AWAY ACCESS TO MY ON-LINE MORTGAGE ACCOUNT ; WHY WOULD BANK OF AMERICA SEND AN E-MAIL TO ME INSTRUCTIING ME TO GO TO MY ON-LINE ACCOUNT, WHEN IT NO LONGER EXISTED???? 

ADDITIONALLY, HE SAID I GAVE A BAD REVIEW BECAUSE I DIDNT LIKE THE RESPONSES PROVIDED. HE STATED HE CONTACTED XXXX & PAYMENT HAD NOT BEEN RECEIVED AS OF XX/XX/XXXX. IN REALITY, XXXX CASHED THE CHECK 4 DAYS PRIOR ( XX/XX/2019 ).  HE BLATENTLY LIED TO ME, AND I DONT BELIEVE HIM THAT HE EVER CONTACTED XXXX. 

I ALSO THINK HE SUPRESSED THE SURVEY SO ONE WOULD NOT BE SENT AFTER OUR HORRIFIC PHONE CALL. EVEN THOUGH A SURVEY WAS NOT RECEIVED, I WANTED TO MAKE YOU AWARE OF THE HORRIBLE CUSTOMER SERVICE PROVIDED BY THIS INDIVIDUAL.

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