Consumer complaint received 2020-10-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is my ordeal of trying to get my overpayment and escrow refund from bank of america mortgage dept. 
On XXXX the XX/XX/2020 my home loan account with Bank of america was paid off. I had by mistake made double payment for my last mortgage installment on XXXX XXXX. So I called BOA mortgage service helpline XXXX on XXXX of XX/XX/2020. The person on the phone told me that since this is an overpayment this would be refunded by ACH to your account by Thursday XX/XX/2020. When I did not receive money on Thursday I called them on Thursday at XXXX XXXX  PST time. The executive on the phone told me that our end of day is 12 midnight not the end of business hours. I said ok I will wait. Money has not shown in my account so far. 

I called them twice and after waiting for 2 hours on the phone, the automated system said you would receive a call in 48 hours, which I never received. 
I called again after 2 days and again the automated system said after waiting for 2 hours that we will call you back in 48 hours, the call back did not happen. 

I emailed them on XX/XX/2020 about the same issue and mentioned the call and whole ordeal with a response saying your payoff money was received on XXXX XXXX, 2020 ( Which is wrong as my payoff was done on XXXX XXXX ) and you would receive your refund by XXXX XX/XX/2020. I was really frustrated with the financial stress and lack of service. 

I called them again and I was told your check has been processed and sent over to you on XXXX XXXX and you would receive it within 2 weeks working days. 

I called again on XX/XX/2020 as we near the end of 2 weeks period as well and Talked to XXXX then Flow. A manager was supposed to call back and check with me if I received the check. No call came. 

I called again on XX/XX/2020, this time I was lucky that I met XXXX XXXX. She told me Check is usually sent 10 days after receiving funds and in your case No check was ever sent. XXXX XXXX. She talked to her manager XXXX XXXX ( Manager ) when I requested could you please expedite the check delivery. Her manager approved and I was relieved that now I would be receiving my check. Unfortunately not. 
I called again on Monday/Tuesday and talked to an executive first who told me it will take 2 days for stop payment and then a new check would be issued and sent to you. I insisted on talking to manager and she transferred me to manager named XXXX. She was very rude and also told me that it will take 2 weeks for my check to be delivered. I still have not received the check. 

I followed them on the phone almost every second day with an average 90 mins of wait time and yet have not received my check. It's been almost 50 days although the law is 20 days. My address with them is correct as I have been receiving regular mail from Bank of america as well as mortgage service. 
Here are the service ticket numbers that executives shared with me : XXXX XXXX XXXX I hereby request : My escrow and overpaid mortgage payment be released with immediate effect I should be paid an amount of {$5000.00} for all the time spent on the calls waiting, sending them email communication for the time spent. My due payments had bounced and my account went in negative balance. In addition I should be paid {$10000.00} for all the mental stress I had to go through 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