Consumer complaint received 2021-03-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Bank of America NA continues to ignore all my concerns regarding an issue that I have with them. I have filed numerous complaints about them because this is the only way I can contact them, the Bank refuses to speak with me directly. 
Now as retaliation for filing complaints, the Bank raised my monthly mortgage payment without any explanation of why by a total of {$24.00}. There is no explanation from the bank as to why they randomly increased my billing amount, so the only reason that I see is that it is retaliation and punishment for filing complaints about them. 
Regarding my last complaint, the Bank provided two new people to address them, but both people are refusing to speak with me and entirely ignoring my calls and messages. The bank outright refuses to speak with me in any way. They do not want to accept that they made a mistake and are looking for any way that they can blame me for this. Additionally, I believe this is a concerted campaign by the bank to make it as difficult as possible for me to pay my mortgage, because they know I had filed for bankruptcy previously and they would like to make me homeless during this pandemic. 
The original issue and complaint is as below, " I made a payment XX/XX/2020 for the exact amount that I received on my paper mortgage bill, {$2600.00}. Later, I received a paper from the bank that lists that payment and shows XX/XX/XXXX a " bad check reversal '', when I never had a bad check. I paid by phone through my bank of America account, there was never ANY checks made, it was a balance transfer from my account to the mortgage. My account has enough money to pay for the amount requested on the physical paper mortgage statement. Now the bank has decided to label it as a " bad check reversal '' when there was NEVER any check payment being made. This is clearly an attempt to defraud me and refuse to admit that the Bank made a mistake when sending me the bill by mail. If they changed the amount due between the time they sent me the bill and the time I called to pay the bill, they should have notified me when I was making the payment. I have no way of viewing my balance online because the account is not available due to a bankruptcy. I fully believe, the bank is doing everything that they can, to sabotage my account, my credit and my reputation as revenge for having been in a bankruptcy. The bank is clearly trying to make it harder for me to make my payments so that I would miss a payment and they could take me out of my home. My original requests, concerns and complaints, were NOT answered, so I believe that shows that the bank is not acting in good faith. When I inquired about the issue, the bank ignored me. When I previously filed a complaint with CFPB, they repeatedly close the complaints and completely refuse to discuss, address or rectify the issues that I am bringing up to their attention. This can not be an accident, it is deliberate sabotage. In response to my last complaint, they simply mailed me a payment history letter with the same false statement about a " bad check reversal ''. They fail to address the statements that I have made and are ignoring everything I am trying to inform them off and are deliberately not responding to the issue. They refuse to contact me and deliberately waste time. I paid them {$150.00}, check was cashed on XX/XX/2020, for evaluation of property which was required to remove the PMI. Although, they ACCEPTED the money, they refuse to do the evaluation and continue making false statements, which I have all the paperwork to show, including the bill that they sent me which was paid in full by the due date. This is making it a lot more difficult to pay my mortgage and the bank refuses to work with me, hold up their side of the agreement, and when I make calls to make a payment, the bank deliberately places me on hold for up to an hour hoping that I will disconnect the call and miss a payment so that they can seize my property. They are acting in bad faith by refusing to even ANSWER the points that I am providing. If you are unable to help me, could you provide an alternate agency that can assist with this bank 's bad faith practices. ''

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