Consumer complaint received 2016-07-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My condo is financed through Bank of America. My taxes and, apparently ( this is the problem ) certain homeowners ' insurance policies are included in my mortgage payments. I have an annual insurance policy financed through XXXX XXXX XXXX that I pay for through my homeowner 's association and for which I remit annual documentation to BOA, which I was told from the beginning was all that I needed as far as homeowner 's insurance. While I lived in the condo, I paid an additional homeowners ' insurance policy through XXXX XXXX to cover contents in case of theft or disaster. By XX/XX/XXXX, I had married and moved out of the condo. I thought that I had cancelled the individual homeowner 's policy with XXXX XXXX, since I was told verbally that the policy was cancelled and for years XXXX XXXX had combined those premiums with my monthly car insurance payments, and all notices of my other policies with XXXX XXXX arrived at my new address. When I got notice from BOA of a substantial increase in my monthly payment due to some issues with my escrow XXXX, I discovered that XXXX XXXX had been billing Bank of America for the homeowner 's policy every XX/XX/XXXX. I cancelled the XXXX XXXX homeowners ' policy in XXXX XXXX and got a partial refund for XX/XX/XXXX. I am pretty unhappy with XXXX XXXX, but this complaint is with Bank of America. Since XXXX XXXX, I have called numerous times, faxed letters and documents, and spent several hours in person at a BOA branch trying to get the escrow amount reevaluated for my condo and the XXXX XXXX insurance line deleted. It looks like in addition to the payment already made XX/XX/XXXX to XXXX XXXX, in their escrow estimate, BOA is factoring in a payment in XX/XX/XXXX that will not BE made to XXXX XXXX because the policy has been cancelled. Over and over again I am told one thing by BOA over the phone ( that a new escrow evaluation will be made, the insurance line will be deleted, and my monthly payments will reflect those changes ), but nothing I receive from them in writing acknowledges the details that I have submitted nor matches what is said in the telephone conversations. I did manage to have the negative balance to my escrow reduced from the original change in escrow notice ( and paid that amount in full ), but I have received no detailed re-evaluation of my escrow as I requested, nor has there been any change in my monthly mortgage payments. When I call BOA again, I essentially have to start from scratch. On XXXX XXXX, I was on hold for at least twenty minutes two different times before I finally spoke to someone. She said that BOA had no record of the homeowners ' association insurance ( even though I have sent multiple copies of this year 's and have submitted it every year by mail and/or fax as indicated on their correspondence ), and that I needed a declaration page of some sort ( all I have is XXXX page given to me by the homeowner 's association every year, which I remit annually to BOA ) before the call was cut off after 10 or 15 minutes. The rep did not call me back. All I want is what I have been requesting since XX/XX/XXXX -- documentation that the escrow has been reevaluated with the new information, including the deletion of the XXXX XXXX insurance line and the XX/XX/XXXX payment removed from my escrow estimate, and hopefully a new monthly payment. If the paperwork for the condo association homeowners ' policy has not reached the right person despite my sending the paperwork to the mailing address and fax numbers indicated on BOA 's own forms, or if there is additional documentation that I need to request from the homeowner 's association, then someone from BOA needs to communicate what is required and where it needs to be sent ( see XX/XX/XXXX letter ). I will not waste any more of my time with this.

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 non-monetary relief