Consumer complaint received 2015-05-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: HI
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
Bank of America has charged my home equity account for forced place insurance since XXXX. Originally they stated that I was not charged and they could not see the forced placed insurance assessed to the acct. I complained about this problem since XXXX but each time I got the same answer. There is no charge. In XXXX of XXXX I actually got an agent who understood what I was trying to investigate and she stated she saw what I was explaining. She advised me to request a payment history of my account so I did. I found out the reason they did not see the charge was because the fee was written at " SUBSEQUENT DRAW '' so it looked like I was doing an advance on my line. This problem started on XXXX XXXX. It continued in XXXX. During the time period between XXXX I made over {$20000.00} in payments. Customer service claims that the forced place insurance fee should not have increased my principle balance but I told them I have proof. In XXXX XXXX I was transferred to work with a XXXX XXXX XXXX in second level insurance. Through his research he said it was a BANK ERROR and he would see hat they would correct my account and my credit report, They found that they did charge my account for over {$4900.00}. I asked if they could apply the reimbursement to the account and I requested to see if I could get about {$1000.00} so I chould help pay for funeral expense for my father who had recently passed away. I told him that charged for the advance so technically I should be able to use it. If they did not increase my balance with the forced plance insurance charge I should have had the availability to draw on the line back in XXXX. He told me I could n't do that and I did not understand why. That should have been available to me. They applied the reimbursement to the principle balance and that to me looks like a " Band aid '' or a " '' quick fix to the account ''. I advised XXXX XXXX of what I know of mortgage payments and that if there is an error on a payment the correct should be made at time of time error. He agreed. he stated that he and his manger where working with another department and that they will re-tract payments, re-calculate what the payment would have been at the time of error and then they would re-apply payment and apply to payment and principle. which would make my balance less at time of error which first occurred in XXXX but when I looked at acct they applied to end of loan. This payment calculation when on for several months. I followed up in XXXX and XXXX XXXX advised me to be patient they are still calculating and they are in year XXXX but almost done. in XXXX he stated still calculating. Tried reaching XXXX XXXX all XXXX but no response. They said he is on a phone call and will call you back. No call ever came and I found out XXXX XXXX moved depts. On XXXX XXXX I spoke to a XXXX XXXX she stated XXXX XXXX work was left with her and was told the analysis was done and there is a reimbursement of {$1200.00} but they did not know what they were going to do with it. She stated she would call back in a day after she talks with her mgr. That call never came. I was told I was to speak to my account mgr and he referred me to the complaint department on XXXX XXXX, XXXX. I worked with a XXXX XXXX. I explained to XXXX that I wanted to speak to someone who can XXXX explain what happened to my account because I am not seeing a correction to the account going back to XXXX they only retracted payments from XXXX reversed payments and applied reimbursement. They said they closed my case and can not help me and that I need to talk to customer service on payment history. I called them today they stated my home is in foreclosure. I keep asking for call back and no one calls, Ask for explaination none given,

Company response to consumer: Closed with monetary relief