Consumer complaint received 2015-08-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mother 's mortgage was through a bank named Bank of America.On XXXX XXXX, 2015 my mother passed away.This began 5 of the most terrible months of my life.Even though the state of Texas does not make it mandatory to probate a will if there is only XXXX child and no other immediate family.But Bank of America ( I will call them BOA ) require the will be probated.I have dates for references and can make them available if you would like.I need the characters that I have to get my story told.In XXXX I called Bank of America ( we will call them BOA ) to let them know that my mother had passed and that I needed to know what steps I needed to take.I was told that I needed to send an original death certificate to the Estates department and continue to make payments if I wanted to keep the house.A week later I received a packet that included and application to purchase the home or assume the loan and file for hardship assistance in the loss of my mother.After filling the forms out I called BOA to make sure that I sent them to the correct place.I was then told " please accept my condolences but I can not speak to you about this account because you are not on the account '' .When death certificates arrived I overnighted an original and a copy of the will to the place requested.I gave it several days and called BOA back and was told, " please accept our condolences but I can not speak to you about this account '' .It seems that they had the death certificate but still could n't speak to me because BOA requires a court ordered document.I had to probate the will.This cost me over XXXX and should not have had to be done. In late XXXX I located an attorney that would take payments and he asked me to call BOA and let them know that my attorney suggested they take the certified death certificate as proof for my ability to speak about the mortgage.Please note I still have not been able to send any loan or hardship info to BOA because although they were full of condolences they would not speak to me to let me know I could file anything on this mortgage.By the time I paid off my attorney over XXXX it was mid XXXX and I am making payments on XXXX household so that I do not loose the home that my mother request in her will to be mine. On XXXX XXXX, 2015 I went to court and the will was probated within about 10 min and the paperwork was filed with the courts.As soon as I received the certified copy on XXXX XXXX, I called BOA Estates department and asked where to send the papers.I needed something done ASAP because XXXX was the XXXX month I could not make the regular payment on the mortgage.I was given a fax number and was told it would take 24-48 hours to be uploaded to mom 's account.On Monday XXXX XXXX, I called back to BOA and was told the same ole " please accept my condolences but I can not speak to you about this account '' .I verified the fax number and faxed the court document again on that day. I started receiving collection calls and paperwork that no one could help me with because they did not have court ordered documents.I believe that BOA was going to forclose on me in XXXX and take the house and make a very large profit.So I started working with a different bank to purchase the home from BOA.I was able to close on this purchase XXXX XXXX.The money was wired to BOA as I sat in the title company 's office.I continue to receive collections calls even though I called the automated system and was told the loan was paid in full on XXXX XXXX.The last call I received was XXXX XXXX from the collection department and when I told the man who I was I was told told " please accept my condolences but I do not see your name on this account '' .I have never felt so disrespected personally and for my mom in my life.This banking institution does not care about people or their feeling in a time of loss, no one should feel the way I have recently.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation