Consumer complaint received 2015-05-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have a home loan with Bank of America. Last year, my tenant, who was paying the bank directly, stopped payments, and disappeared. I live XXXX, and when I returned, my account was almost in foreclosure because of this. so, I have been in contact with the bank on numerous occasions this year as I have been trying to A ) fix up my home, B ) pay off the months that were due and C ) communicate with the bank in good faith. I only spend a month or so at home in the XXXX each XXXX, so I have asked representatives form Bank of America to contact me directly about issues relating to my account by e-mail on many occasions. So far have only gotten only automated responses giving me phone numbers that I can call in CA regarding my account. I have responded to these e-mails that because of the time difference, it is very difficult for me to call because working hours are in the middle of the night for me. So far, the only communication I have gotten through e-mail from the bank are automated notices about late payments. Recently, I got such a notice, and called the bank. I was shocked to learn that my monthly loan payments have increased by {$400.00} per month. I was never informed of this change, and when I went on the B of A website, there was actually NO payment due amount posted for my account. When I called the bank, I wanted to know the reason for this increase. I was told by a B of A representative that this was due to an increase in county taxes. they said that I had a negative {$2000.00} balance on my escrow account, and so my payments had increased. I was still not convinced, and so went to the website to see if I could make any sense of my escrow account. I found that I have been charged for XXXX separate insurance policies for 2015. Bank of America handles the payment of my home insurance through escrow. I made several calls to the various insurance companies listed on the escrow bill and found out more. Recently, while I was still trying to rent my home, the house was vacant. This was in XXXX of 2015. Even though the house was occupied by XXXX XXXX, my home owners insurance was canceled. The insurance company, XXXX XXXX, may have tried to communicate with me, but I now live in XXXX, so that correspondence did not reach me. However, Bank of America never informed me or my real estate agent of this cancellation. Then, on XXXX XXXX, they called my agent, and said that they were instating a policy for the property that day. My agent had someone find a more affordable policy. So, right now, I have payments for XXXX insurance policies on my escrow account. I called XXXX XXXX, and they told me that they would have to re-instate the account, to give me a refund check which will be sent to my XXXX address. I will be able to then take care of this amount on my bank of america account. However, at this time, because I was never notified of this change, this process will take about XXXX weeks. So, I called Bank of America ( at XXXX my time, on a work night ) so that I could speak to a manager about this and try to clear it up. I was never put through to a manager. I am now told that I have payments of {$1100.00} per month ( even though this amount is not posted to my account online ), a huge increase from the {$730.00} I was paying previously. And there seems to be no way that I can resolve this with the bank. They did send me an automated " customer survey '' about the call that I made about this matter. I did not try to e-mail them, because when I have, I have received no response from them.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief