Consumer complaint received 2022-04-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This complaint involves the CFPB in managing my complaint # XXXX submitted on XX/XX/2022. 

My complaint is focussed on being informed by CFPB via an e-mail dated XXXX that the subject was listed as : " Review the company 's response to your complaint ''. 

The information in the email stated that I need to : " Log in to view company response ''. 

I logged in but i could not find anywhere through the available areas I could open up and review any documents from Bank of America that pertained to my initial complaint. 

I was unable to find anything from Bank of America to download to review their resolution. 

So i contacted CFPB directly ( XXXX ) to ask them what steps i needed to take to obtain B of A 's response to my complaint to them. I was told that there will not be a document to review. 

I was then told by CFPB that B of A 's resolution Department wanted to speak with me instead of providing a document and explain what they have been working on and what their arrangement was going forward.

Further info from CFPB about this request indicated that the CFPB group would never see a document of the resolution and that B of A would not be required to provided any written documentation pertaining to the resolution. And that CFPB was OK with that.

I told CFPB that I could not believe that that was even an option for B ofA to be able to skate away from their financial reporting requirements like that and not even have to post a document that provides an explanation and a resolution to my complaint.

It alarms me to no end that I have had to be patient while this complaint ran its course only to find out that a discussion is all that they had planned for the conclusion of my complaint without solving any of the problems that their system is causing in the mortgage reporting accuracy every month.

I was told by CFPB that i needed to contact B of A directly to setup time for this discussion. I have called my representative there three times this week and there has not been any effort by my representative to return my calls or email me any information. 

In the email from CFPB dated XXXX, labelled, " Review the company 's response to your complaint ''. The CFPB document goes on to state ; " The company has responded to your complaint. Log in to the Bureau 's secure website to review the company 's response online. You can also review the company 's response by phone with someone. Thank you for participating in our complaint process. This complaint is now closed. '' In a section of this CFPB email titled, " Company responded on XXXX ''. it states " 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 company 's response. To protect consumer privacy the CFPB has not included the company 's response in this consumer portal. You can contact the company at ( XXXX ) XXXX x XXXX about its response to this complaint. '' In the next section " Feedback requested on XXXX '', It states " We welcome your feedback on how the company responded to your complaint. You will have 60 days from when the company responded to share your feedback. The CFPB will share your feedback responses with the company and use the information to help the CFPB 's work with the consumer complaints. Submit your feedback. feedback due XXXX. 

the CFPB has closed your complaint. '' This is my first feedback and I am disappointed to what exactly has taken place with my account in the time frame that i have been trying to get the corrupt processes overturned and corrected, which has not been accomplished through this complaint exercise the CFPB has ended without a document that pertains to this complaint and my many conversations with XXXX and B of A, consumer resolution.

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