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

Complaint:
I am requesting the following from Bank of America, which I am also sending in a letter today. I have tried to resolve this issue through numerous phone calls and emails with Bank of America with no success. The details of what happened are included in the letter. 

Date : XXXX To : Bank of America XXXX XXXX. XXXX XXXX XXXX XXXX, CA XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX XXXX, CA XXXX Mortgage Loan Number : XXXX I am writing to request that you correct the error described below in regard to the mortgage on my property at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. 

Please do the following : Do not transfer the loan servicing to XXXX XXXX XXXX or any other entity until you resolve this issue. If you have already transferred the loan servicing before processing this request, reverse it. 
Correct the accounting of my payments so that you {$33000.00} of our XXXX  mortgage payments as interest payments. 
Create and send me a revised XXXX 1098 stating that we paid {$33000.00} in interest payments. 
Remove the late charge effective XXXX and any other late charges issued since then. 
Confirm in writing that the remaining payments due are the same as those in the original amortization schedule, and send the numeric values of those payment amounts in writing. 


You already have background information on this issue from notes from the multiple phone calls and emails I have made to Bank of America, but I will recap here : At around XXXX XXXX XXXX XXXX I accidentally scheduled a manual payment for the amount due XXXX from XXXX in addition to the automatic payments we had set up from XXXX XXXX Then, after learning from my wife that we had automatic payments set up from our XXXX checking account, I canceled the manual payment around XXXX minutes later, at around XXXX XXXX XXXX Apparently your website mishandled the cancellation request, because that payment went through, then the automatic payment went through on XXXX. 

I tried to get the extra payment refunded by Bank of America through a phone call where I received the case code XXXX. The representative said that it could take up to 45 business days, but that amount of time passed with no updates to me or my account. 

I also wrote to XXXX on XXXX and again on XXXX after XXXX business days had passed but received no response. 

Eventually I asked XXXX to cancel the extra payment from their side, which they did. 

When doing my 2021 taxes on XXXX I realized that the 1098 from Bank of America had the wrong amount listed for Total Interest Paid in XXXX, {$27000.00} instead of {$33000.00}. After talking with Bank of America representatives and inspecting my XXXX bank statements, I learned for the first time that XXXX payments had been credited back to me in XXXX, one on XXXX and XXXX on XXXX. One credit was a correct correction of the extra payment from XXXX, but the other one was a mistake by Bank of America. 

I spoke with multiple people from Bank of America between XXXX and XXXX, asking them to make the corrections listed in the bullet points toward the top of this letter, but none of them were able to fix this or stay in contact with me. 

I received a letter on XXXX, dated XXXX, the same day that I last heard from a home loan escalation officer, XXXX, who I was working with, stating that my loans servicing would be transferred to XXXX XXXX XXXX on XXXX. I find it very suspicious that instead of XXXX continuing to work on fixing my problem after XXXX, Bank of America decided to transfer my account to another company on that same day. 


You may reach me at XXXX ( preferred ), ( XXXX ) XXXX, and/or XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX. 


Sincerely, XXXX XXXX

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