Consumer complaint received 2015-10-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NM
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XX/XX/XXXX, I was injured on the job and became XXXX. I lost my only source of income when that happened. I was making my mortgage payments at first with my XXXX. I paid my payments every month for two years and then Bank of America was supposed to use the XXXX insurance to pay for the payments, but it was on and off that they paid it and this went on for two years, but they did n't make steady or full payments. They did n't pay the escrow, insurance, or interest. That part was left for me to owe. They wanted paperwork all the time, but it was always the same paperwork. They threatened foreclosure more than once. I applied for XXXX benefits XX/XX/XXXX. By this time my church was helping me sometimes with my payments. I would get late fees and other fees that I did n't know the reason for until I looked at the numbers and they did n't add up. Then I noticed that my payments were changing ; they were going up. I tried talking with people from the bank and they assured me that they sent me a letter letting me know about my increase, but I did n't get one. Not one. I started receiving General Assistance XX/XX/XXXX with the help of my advocates from CHOICES. That only lasted until I finally got my benefits XX/XX/XXXX. ( When I got the back pay, I paid for everything that I was behind on so I was caught up ). We checked into Bank of America lowering my payments, but all I kept getting, time after time from them were letters stating that they received my request, then other letters stating they would be assigning me a " dedicated Customer Relationship Manager ''. Then, I would get follow up letters that stated that I would no longer be assigned one of those people, then lastly I would get letters that stated I needed to turn in more paperwork or I would n't be accepted into their home modification program and I would get each letter in duplicate. They really did n't help me at all. These pages of paperwork I sent to you is what they sent me. There is no proof of assistance or resolution. I only have proof that they never intended to help me and if you look at all the numbers on the transaction log, you will see how confusing it is and how they have been charging me late fees even when I have the full amount and have been caught up with the exception of when they surprise me with another increase without letting me know. We called them and worked things out with them ( supposedly ) more than once, but some of the customer service reps do not want to dig for the notes that are supposed to be in the system relating to my account and I get told that I am behind again. They move my payments around to pay for other fees and " misc. payments '' instead of applying it to what I owe and giving me credit for paying it. They do n't come right out and tell me that I did n't pay the full amount. They ca n't say that because I do. They say, " There are n't enough funds in your account to satisfy the month of _____ ''. Most of the time they tell me these things on speaker phone with my advocate in her office. One time I went into the bank to pay the payment and the teller told me she could n't accept it because it was n't the full amount. I was paying what had been the full amount for a while : {$710.00}, but she informed me that the full payment was {$770.00}. Once again, they increased my payments and did n't let me know. Again recently, XX/XX/XXXX, the same thing happened and I am tired of dealing with this entity and their sneaky ways of cheating me out of money I do n't have. I want a new lender and I want them investigated for fraud or extortion. Please help me.

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