Consumer complaint received 2015-04-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
We have a XXXX and XXXX mortgage with Bank of America. We got behind on our payments. They kept sending us letters by XXXX and via XXXX about how they could possibly assist us so after many such letters I sent in the info. they requested to see if they could possibly help us. We then received a letter back from them that said ... .Congratulations! You have qualified for a trial modification program. They said we would have to pay {$100.00} more a month for the next XXXX months. We can not afford to pay more than we already pay as my husband is the only one who works ... I am XXXX. So I immediately called the bank to tell them we were not interested. Our Customer Representative was unavailable whenever we tried to get ahold of her and did not call even when there was an appointment time set up so I talked to another customer representative who gave me a FAX number and told me what to write to be removed from the program. I did so the very same day we got the notification letter. We then received a letter that said our monthly payments were going up by $ 93/mo. I called the bank and found out we had had an Escrow Account placed on our mortgage. We had already paid our house insurance and property taxes in full in XXXX We asked why this was put on our account and were told that most of the time people that are behind on their payments do n't pay for their house insurance or their taxes. They sent {$980.00} to our insurance company anyway even tho it had already been paid by us previously. I called them about it and they made it my responsibility to return the overpayment even though it was them who sent it. I wrote letters to the CEO and XXXX other people listed on BAC website to tell them what had happened. I got back a letter stating they could not correspond with me since i was a third party ... they needed permission from my husband which we had given long ago. I never have heard from any of those people at all. We were however given a different Customer Representative. They removed the Escrow Account after three months. I sent a payment for the XXXX mortgage to post on XXXX/XXXX/2015. It was taken out of my bank account on XXXX/XXXX/2015. I was told it did not post on XXXX/XXXX/2015. My C.R. said it posted on XXXX but whoever posted it posted it all to the principle and not as a regular payment. My C.R. said he would take care of that. I got a certified letter in the mail yesterday stating we owe {$1500.00} by XXXX XXXX or the bank is going to start foreclosure proceedings on us. We are only 2 months behind plus XXXX late fees which comes to {$410.00}. I called our C.R. who stated that {$810.00} is for house appraisals done as part of the process for the loan assistance program. They did XXXX of them ... XXXX in XXXX and XXXX in XXXX and they came up with XXXX separate quotes. We did not consent to this being done and do not think we owe the bank this money. We do n't have {$810.00} to pay them. Our C. R. is looking into it. We also received a letter from them stating that they are putting the XXXX mortgage into the assistance program and we did not request this. Our C.R. states this was an automated process because we had missed payments. The letter thanks us for asking for assistance. 
We are very dissatisfied with how all this has been handled and how we have been treated. We do fall behind on our payments from time to time because we do n't have any extra money to fall back on when something happens like the car needing new tires and such. We do however always pay our bills. We think that someone should have to answer for all these things. If my husband did his job like Bank of America is doing theirs he would not have a job. Please help us if you are able. Thank you very much.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief