Consumer complaint received 2015-07-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
Help! I am a XXXX Veteran and have been unemployed for approx. 4 years.I have been living in my house over 31 years and never miss 1 payment to the financial companies. I opened an equal line of credit XX/XX/XXXX to XX/XX/XXXX.I had 2 lines in a fix rate for 23 yrs. and an original line of credit interest only for 25 years.I was paying around {$790.00} per month for 3 credit lines, due on XXXX, XXXX and XXXX of each month. I worry that I would get behind and default on my payments.I have been asking the bank for help since XX/XX/XXXX.I wrote an email to XXXX, CEO on XXXX about my situation.On XX/XX/XXXX, received a letter from XXXX XXXX CR Manager on behalf of the CEO and we agreed to bring 3 credit lines into 1 interest only line of credit and payment. On XX/XX/XXXX, I emailed the calculated amount to the CEO and he gave my documentation to XXXX. she communicated for several months and discuss of combining the 3 line of credits and just have one interest only payment on the XXXX which will reduced my payments.XXXX told me not to pay XXXX XXXX of {$280.00}, and not to pay XXXX XXXX of {$460.00}, just to make a payment of {$84.00} on the XXXX.XXXX told me she will send me a new account statement reflecting my new payment of {$460.00} interest only each month and I could pay off the principle at any time.I asked her to send me something in writing and she said " no '' .I asked her about the disclosure law and she said it 's being recorded.I told XXXX it should be in writing to protect me and she again said no.Therefore, I paid XXXX not XXXX. on XXXX I called XXXX to make sure no payment needed for today, she was sure of it and she said they collapse all 3 lines of credit for XXXX into 1 and to pay only $ XXXX.I received XXXX XXXX statement on XX/XX/XXXX and it reflected {$1300.00} and not {$460.00} and XXXX said I would receive another statement of {$460.00} only. XX/XX/XXXX called XXXX and told her XXXX payment went up {$500.00} more a month and I was crying on the phone.XXXX said she did n't know what happen an she would fix the problem. XX/XX/XXXX XXXX called me back and said they added interest and principle and it was a mistake.She said my contract reflects an interest only credit line.I would get a new account statement reflecting {$460.00} and I asked her to send me something in writing and again she said no.She said that our conversation is being recorded.She told me to make XXXX payment for {$460.00} and I did on XX/XX/XXXX.I received my XXXX XXXX statement for {$1300.00} and I made my {$460.00} interest only payment and paid {$330.00} on the principle on XX/XX/XXXXI have being making my XXXX through XXXX payment on time and they all reflect past due amount $ XXXX receive my XXXX XXXX statement and it reflects ; payment due {$1200.00}, past due amount {$840.00} and current payment {$2100.00}. On XX/XX/XXXX, went to Bank of America, XXXX XXXX XXXX. XXXX XXXX XXXX, FL and showed XXXX my note book with correspondence, contract and making all of my payment statements and pay receipts. Rep. XXXX XXXX called XXXX XXXX, XXXX XXXX and no answer.She called XXXX XXXX supervisor, XXXX XXXX explained my situation and my account statement is not showing $ XXXX said she will have XXXX contact me, pull my contract and after I paid % only for a10 yrs. it turns into interest plus principle.I told her not in my contract, interest only is for 25 yrs. told her what XXXX said about the 3 payment collapsing into 1 and I 'm supposed to only pay {$460.00} in XXXX and XX/XX/XXXX.On XX/XX/XXXX at XXXX, XXXX called and I explained that she did n't fixed my XXXX statement and she said correct. I told her about the 3 statements reflecting a past due amount.She told me that the problem will be corrected in 3 to 4 days.On XX/XX/XXXX at XXXX and she said the problem has not being fixed and she is working on it.As of today nothing has changed

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