Consumer complaint received 2015-05-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Bank of America is out of control. They are such a mess that they XXXX up everything they do. They have basically harasses me for the past seven years simply because they are incapable of doing anything right. 

I have a second mortgage in the estate of my deceased partner which I have been paying for the past 7 years. The payoff was due on XXXX XXXX. On about the XXXX or XXXX ( I 'm in XXXX now so do n't have my paperwork ) I went to a branch with {$10000.00} cash, left to me as part of the estate and asked if I could make a {$10000.00} payment on the loan that had a {$12000.00} ( approx balance ). The teller accepted the principal payment on the loan and gave me the receipt. The loan allows for prepayment. I asked when the payment would be posted and she told me it would be that night. 

The next day I went in to get the payoff as I was going to make the final payoff payment of approximately {$2500.00} via wire or certified check per their terms. I was told they could not find the {$10000.00} payment, then they found it, said it had n't posted so they could not give me a payoff amount. So I asked, since they could see the payment, if they could assume the payment was good ( since it was cash ) do a calculation and give me the payoff and they said they could not. I was leaving town the next day XXXX XXXX and the payoff was due on the XXXX and they would not give me the payoff. 

The teller tried to enter the payoff amount, less the {$10000.00} and the system would not accept it saying the payoff amount was wrong. So I told them that I wanted to make another principle payment and guessed at an amount that would come within a few cents of paying off the loan. They system accepted the payment. So at least now I know then if I was late on the payoff it would only be a few dollars due. But it would not be my fault anyway since they would not give me the payoff amount. 

So I left on vacation feeling confident that I has fulfilled my obligation for the payoff as best I could. I got a email from my business partner on XXXX XXXX saying a XXXX letter had arrive from B of A. I asked him to open it. Inside was a check made out to The Estate of XXXX XXXX ( which I ca n't do anything with because than bank account has been closed for years ) for {$10000.00} and a letter saying they could not accept the payment because it did not pay off the loan. I 'm expecting another letter returning the approximate {$2500.00} payment I made. 

Bank of America is such a mess and so automated that they do n't have a clue what 's going on. I did my best to do what I was required to do. I paid this loan off as best I could because they refused to give me a payoff amount two days before the payoff was due. I now have a worthless check and a loan that they are saying is not paid off. 

I want a stop payment put on that check. I want my payments entered and posted as they are required to do when I make principle payments on a loan. I want to know how many cents they need to pay off that loan and I will send a cashiers check or wire as required. I have done nothing wrong. This has been going on for 7 to 8 years now. They have purchased flood insurance on this property about six times when I already had it and charged me 12 times what it should cost. It 's just constant harassment simply because they are such a mess. This has take a personal toll on me and I 'm tired of it. I 'm tired of jumping through hoops because they ca n't run an honest business. Please take action and stop them from these practices

Company response to consumer: Closed with monetary relief