Consumer complaint received 2020-10-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I refinanced my mortgage in XX/XX/XXXX with the same company, Bank of America, to get a better interest rate. I received a delinquency notice on XX/XX/XXXX stating that my real estate taxes had not been paid. When I called XXXX County they said my XXXX real estate taxes were not paid and my house will be placed in the paper and starting the auction process if my taxes were not paid by XXXX. The first call I made was to my loan officer, XXXX XXXX. After telling her what I was told by the County her response was " I am on a conference call and I will try and get back to you ''. I did not receive a call back from her that day. I then tried to reached out to her supervisor, XXXX XXXX the next day at XXXX. XXXX  got back to me saying he thinks this is a scam and that I should look into it. I verified that the letter was legitimate and it needs to be paid. The XXXX County Collector 's office told me XXXX XXXX called them and said she had first called the wrong Collectors office ( she called Tennessee not Illinois ) and was on the phone 30 minutes before realizing this is not the correct office. That was why Bank of America thought it was a scam at first. I told XXXX  it was not a scam and needs to be paid. He said he would look into it and call me back. The next day I didn't hear anything so I call XXXX  and he told me the refinance paperwork was not done correctly by XXXX XXXX and it was my responsibility to get the real estate taxes paid. I said I can't come up with {$1700.00} ( the real estate payment plus delinquent fees, penalties and interest ) and he just said it is my responsibility. In addition to the taxes not being paid, I had {$3500.00} in my old escrow account that was never paid back to me once the old escrow account was closed. XXXX XXXX told me that I would receive a check for the {$3500.00} 30 days after my refinance after they closed the old escrow account. I never received that amount. I spent countless number of hours on the phone with Bank of America trying to straighten this out. Each time you call you have to wait on hold for 1 hour ( not exaggerating the time ) to then tell your story to be transferred to a different department and wait on hold again close to an hour to have someone open a case. I have placed 5 to 6 calls each day from XX/XX/XXXX to XXXX. During my call with XXXX that first opened a case for me on XXXX, she said I shouldn't have to pay that amount because Bank of America will pay it out of my new escrow account. Since XXXX I have talked to XXXX that opened case # XXXX and XXXX that opened case # XXXX ( just to name a few ) and told me XXXX would call me right back and I never received a call back from Bank of America. On XXXX I went into the XXXX office and spoke to XXXX XXXX who gave me his cell number and asked me to send him some of my refinance paperwork so he can look into it and will get back to me. I sent the paperwork right away and got a response that he received it but have not heard anything back from my texts and calls I placed to him since XXXX. I logged into my Bank of America account on XXXX and seen that an escrow payment was finally sent on XXXX in the amount of {$1700.00} but this did not include delinquent fees, penalties and interest which I believe I should not have to pay. I tried to call XXXX again this morning, XXXX and left a voicemail and also followed up with an email to him. I also tried to call XXXX but got his voicemail as well. I called my County Collectors office yesterday and today and was told they still have not received any payment for the XXXX bill. At this point, I need to know how the {$1700.00} payment was sent to XXXX County, how is Bank of America going to take care of all the penalties and delinquent charges, where did my {$3500.00} go from my old escrow account and have asked several times for someone to review my closing paperwork since mistakes were made by Bank of America. This situation has been very stressful for me and I have lost sleep over worrying about this. The fact that no one could apologize for this error being made by Bank of America and that I can't even get a call back with answers and solutions to the problem that they have created is really bad. Can someone from your company please please help me get this situation rectified? I am afraid I am going to lose my house since no one seems to care at Bank of America. 

Sincerely, 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 monetary relief