Consumer complaint received 2016-02-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX XXXX Property : Majority of our First Mortgage payment goes to principle Not incl ins & Taxes & 5 1/4 % interest rate and no PMI so fact not in our best interest to disturb this loan. Not interested in and will not be forced into changes. Get junk refi mail all the time from BofA. In all our years as B of A customers We have never had a situation we went beyond grace period, including the subprime HELOC acct. originated w/ Countrywide Mtgs., a company under investigation. B of A is our 1st and 2nd mortgage holder. B of A refused requests to " do the right thing '' and refi that to a standard 2nd Mortgage ... chose to force us to pay interest on account full 10 yrs, reached amortization status 2014. B of A said would re- only if combined HELOC w/ 1st mortgage into XXXX new loan. Would have lost the low rate/ amortization of XXXX mortgage, and incurred closing costs. We felt were being forced into making a choice not in best interest and chose No. B of A could have done better, was what it was and we continued to pay. After XXXX we called XXXX last time about the Sub Prime HELOC. Even the nice B of A Rep admitted we would not be better off to roll the XXXX together. So we just continued making our payments. That account is current. XXXX XXXX logged in online where we have always made payments and communicated all these years. Before XXXX XXXX at that point XXXX payment behind. The XXXX payment overdue. XXXX due. We were asked before allowed to proceed why late, declined comment to questions asked. We want to clarify the whys did not fit drop down box choices. # XXXX No no loss or change of employment or income, XXXX is skilled, well paid, and secure in trade. # XXXX No no NEW health or medical issues. XXXX XXXX has been sole provider for few years now, ever since XXXX XXXX XXXX was diagnosed. When he takes time off from work it is only for more important doctor 's appointments now and sometimes for various surgeries I have had to have, and he always uses vacation time, still paid. Then we receive a " Notice of intent to Accelerate '', with a Sent date of XXXX XXXX, even though B of A must have been aware at this point a payment was already scheduled to for the XXXX? The Late XXXX payment was processed and accepted by B of A on XXXX XXXX. This means we owed XXXX. What happened next B of A removed access to our account. Logged on XXXX XXXX, to schedule payments, XXXX XXXX, not even beyond the 15 day grace for that month, so yes one month behind, and access denied and can only view and make payments on the HELOC account, access to first mortgage, along with links to all previous transaction histories and statements and documents completely removed. We always use online. I ca n't hear good on phone. Why would B of A choose, at a point, when legally one month behind, to intentionally make it more difficult by removing our online ability to schedule payments, access information and communicate for Mortgage Account? We sent an email logged in from HELOC acct, had to wait, today they replied said could not help with other account. This is unacceptable. We tried to submit this communication, B of A through HELOC acct. ca n't so will mailed B of A physical complaint address, as well as any other " Offices '' be they of a government, legal or media nature we deem necessary to document this is a formal request for B of A to restore access to first Mortgage account, remove intentional hindrances so payments may be scheduled for First Mortgage that was 1 month behind at time access was terminated, & cease what we see based on prior and present behavior as ongoing efforts to force us into a loan modification and implementation of additional PMI costs etc ... Sincerely Yours, XXXX XXXX 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 explanation