Consumer complaint received 2022-11-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX Print complaint CLOSED Submitted STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT Mortgage ISSUE Struggling to pay mortgage We received your complaint. Thank you. 

We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. 
YOUR COMPLAINT XXXX ) Back in XX/XX/XXXX, I was advised by a BofA Rep my Deferral would end in XXXX XXXX and to pay my usual payment again in XXXX XXXX. XXXX ) In XXXX I called BofA and spoke to several BofA Reps including a XXXX and his manager, they indicated the Deferral ended at the end of XXXX XXXX and that my XXXX payment that I paid ( because of what the BofA Rep told me to do in XXXX ) would be applied to XXXX XXXX and to not pay again until XXXX XXXX XXXX ) I have paid all payments as asked to by BofA Reps and CRMs, however BofA continues to be misguided from systematic failures internally with systems that are not communicating with one another and despite this having A LOT of documentation and every " live '' BofA Rep I speak with apologizes and says they will escalate it ... IT STILL IS not FIXED. XXXX ) BofA tarnished my XXXX and also has had collateral damage to my borrowing power as nearly ALL CC companies reduced my credit limits due to these derogatory remarks which frankly ARE NOT true and are highly damaging XXXX ) Received a very threading letter from BofA titled " Notice of Intent to Accelerate '' by XX/XX/XXXX however in my last conversation with a BofA Rep XXXX XXXX on XXXX she said after reviewing all the notes, she apologized on behalf of BofA and said she would escalate this and also the BofA Investigator XXXX XXXX said she would determine what next steps could be since I had no choice but to elevate these BofA mistakes to the CFPB XXXX XXXX ) PLEASE get back to me ASAP to resolve, and correct mistakes and move on, thank you so much. 

ATTACHMENTS CFPB BofA XXXX XXXX ( XXXX KB ) XXXX XXXX ( XXXX KB ) View full complaint Sent to company STATUS Sent to company on XX/XX/XXXX We've sent your complaint to the company, and we will let you know when they respond. 

Their response should include the steps they took, or will take, to address your complaint. 

Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days. 

Company still working STATUS Company response is in progress as of XX/XX/XXXX The company has responded that it is still working on your issue In some cases, companies need more time to respond. You should receive a final response within 60 days from the date we sent your complaint to the company. 

COMPANY 'S INTERIM RESPONSE Bank of America is reviewing your inquiry. We require additional time to provide you a complete response. We will update the status of your inquiry on the portal with our response as quickly as possible. 
Company responded STATUS Company responded on XX/XX/XXXX The company sent its response directly to you and provided a copy to the CFPB. It may take a few days for you to receive the companys response. To protect consumer privacy, the CFPB has not included the companys response in this consumer portal. You can contact the company at ( XXXX ) XXXX XXXX about its response to this complaint. 

Feedback provided STATUS Feedback provided on XX/XX/XXXX Your feedback THE COMPANYS RESPONSE ADDRESSED ALL OF MY ISSUES No ADDITIONAL COMMENTS Not sure how to reach the right person at Bank of America to resolve. BofA was highly competent to have investigated and concluded removal of credit report derogatory remarks because of their mistake internally, they provided a letter indicating their removal however they neglected to credit my account the 2 months worth of mortgage payments paid when those months I was told were deferred to the back of the loan ( $ XXXX ) and they didn't credit all of the late fees they charged me for the internal error they made by reversing these derogatory remarks etc. So basically 1 of 3 things was accomplished ( 1 ) derogatory remarks removed = complete ( 2 ) Credit of 2 months mortgage payments ( which I paid due to them threatening to foreclose procedures ) $ XXXX ) = incomplete, please credit my mortgage of provide full refund ( XXXX ) Late Fees need to be credited = incomplete, please credit. Please have BofA respond accordingly, thank you so much. 
I UNDERSTAND THE COMPANYS RESPONSE TO MY COMPLAINT Yes ADDITIONAL COMMENTS 1 of 3 things was accomplished in their response, they simply forgot to make sure the additional payments from their mistake ( that were paid by me ) should be credited to my checking account and also the late fees credited ( 1 ) derogatory remarks removed = complete ( 2 ) Credit of 2 months mortgage payments ( which I paid due to them threatening to foreclose procedures ) $ XXXX ) = incomplete, please credit my mortgage of provide full refund ( XXXX ) Late Fees need to be credited = incomplete, please credit. Please have BofA respond accordingly, thank you so much. 
THE COMPANY DID WHAT THEY SAID THEY WOULD DO WITH MY COMPLAINT No ADDITIONAL COMMENTS They complete 1 of 3 issues I identified from their internal mistake, once they clear the other 2 issues, we should be okay. They could choose to credit my $ XXXX late fees they wrongfully charged me based on their mistake or they could credit them for future mortgage payments fro XX/XX/XXXX and XX/XX/XXXX and just credit me the late fees. I am open to them making this right as those 2 mortgage payments they made me pay due to threat of foreclosure proceedings ( from their internal mistake ) should have been deferred like I was told and those monies should not have been debited from my account.

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