Consumer complaint received 2015-09-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Basic problem : repeated requests to update account information related to the death of a mortgage borrower, and get my personal information in the record as both the personal representative of the estate, and the owner of the property by Beneficiary deed. BoA 's repeated failure to update my account with document provided multiple times are now causing delays that may result in financial harm to my mother 's estate, and thus, me. In addition, no one should ever have to go through this much trouble, while having to pay money to the lender for the honor of doing so. Disgusting. 

In XX/XX/XXXX, I advised BoA of my mother 's passing, I provided the first of XXXX packages estate info to BoA, first the Estate unit, including court acknowledgement of my role as beneficiary. I confirmed receipt of those documents with that team and never heard from them again, foolishly assuming all was well. Within weeks, I contacted BoA on another issue ; they refused to speak with me and indicated that I would need to send the documents again, as the Estate area does not share with customer service. I questioned why they could not be shared and was told 'they just could n't because it was a different unit in the servicing area '. Documents were faxed twice more, between XX/XX/XXXX and XX/XX/XXXX ; by this time, the information sent in XX/XX/XXXX was now reflected in the mailing address as " Estate of ... ''.. However, each time I contacted BoA after each fax, the documents were still not registered as received and no one would speak with me. I began to pursue this issue in earnest during the spring and summer of XXXX as the estate was due to conclude in XX/XX/XXXX. I faxed the documents XXXX more times, once from my eFax in mid-XX/XX/XXXX and again in early XX/XX/XXXX, this time from a Bank of America branch at the advice of a customer service rep, who also gave me 'a supervisors ' number so it would be sure to get there '. Each time I followed up - each time, I was told that the documents were still not received and of course, that no one could speak with me about it. In the last week of XXXX I was once again advised that I would need to re-fax the documents ; I went to a branch, faxed the documents. I contacted the bank XXXX days later, to learn that while my documents were received, the bank had up to XXXX days to attach them to my account, which was today. Now today, in the mail, I received a letter advising me that the bank " is sorry for my loss and could I please advise them '' of the EXACT SAME INFORMATION PROVIDED TO THEM in XX/XX/XXXX when I advised them of my mother 's death by providing a death certificate, court docs and the questionnaire stating the estates intent to retain the property. 
I must now respond for a XXXX time, and probably more. Probate is ongoing. 

What am I requesting? 
I want the OCC to take action against Bank of America for gross negligence under a variety of consumer laws related to ( 1 ) Privacy issues - I have no idea what the bank has done with the confidential information provided to them on at least XXXX occasions ; ( 2 ) Regulatory mortgage servicing requirements regarding the maintenance of account information and management of access to accounts ( The bank can not possibly be compliant with guidelines, CFPB requirements or even industry Best Practices ) I want my documents received, noted and I never want to have to deal with this again - because I have MORE THAN DONE MY FAIR SHARE to advise the bank and attempt to provide them with what they need to be able to deal with me as both Estate Representative and as the new owner of the property. 

And I want you as an organization, to start taking serious action, financially, based on the GROSS LEVEL OF COMPLAINTS and make these companies pay financially impactful fines that will endanger stockholder returns or it wo n't change.

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