Consumer complaint received 2017-03-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I went to Bank of America ( BOA ) branch on XXXX. XXXX MA XXXX to change the bank account for the " pay from account '' for my BOA Mortgage. I was directed by the Finance Manager, XXXX, it had to be done via customer on line website and to call the BOA XXXX if assistance was needed. He explained this way to limit BOA liability. I explained the branch Manager at the time and CS representative told me to come into the branch in the future to make any changes because past attempts done by BOA were done incorrectly causing me enormous fees. I told XXXX I would like help from someone to change the " from payment account number '' on my mortgage. XXXX assisted me with the change but had to call the XXXX line since no bank branch person could make changes. I specifically asked the XXXX representative if I would receive a confirmation referencing the change which she replied only paper confirmations are mailed to customers. After 6 days I did not receive a paper I signed into my BOA mortgage account on line. A message in my BOA mortgage account indicated " You need to designate your PAY FROM Account which is the account from which funds will be drawn to pay your mortgage '' I immediately called BOA XXXX line to speak with a representative. I explained to BOA representative XXXX I changed my " pay From account information '' at the branch on XX/XX/XXXX but was not able to see it in my account. He research and assured me the information was changed but did not know why it was n't showing online or why I could n't change it myself on line. He confirmed a paper confirmation was mailed to my home address on XX/XX/XXXX. I explained to XXXX I did not receive the confirmation and was not confident the funds will be with drawn from the new " Pay From Account '' since this is the exact scenario that happened in the past causing my accounts to be debited 3 times with multiple fees. He said there was nothing more he could do. I decided to go talk to XXXX at the BOA branch where I made the changes at XXXX. XXXX MA. 
I explained to XXXX I did n't receive the confirmation,, the message in my account and the BOA XXXX- representative, XXXX XXXX did n't know why I could n't see the change but confirmed the changed verbally. I also told XXXX I was NOT confident the correct payment would be executed XX/XX/XXXX. He wanted to call the XXXX line with me, however I explained verbally requested changed but there is no where for me to electronically see the change or payment information. I explained to XXXX this is history repeating itself and had no confidence in BOA since everyone has directed me to electronic self service on the BOA website but does n't provide the technology to service my account and then have to rely on verbal confirmations from nothing electronically only paper confirmations via USPS. He replied he would not provide anything in writing with respect to the changes we made on XX/XX/XXXX but would only call the XXXX line with me to confirm the changes. 
XXXX assisted me with calling the XXXX line and again a BOA customer service representative verbally confirmed the change, however I explained to both the BOA representative on the phone and XXXX, the branch Finance Manager, I wanted more than a verbal confirmation changes were made and to electronically view the " pay from account '' information. Through another dept. XXXX confirmed the change was hard coded and could n't be seen but was able to have the confirmation electronically sent to him and provide me with print out.

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