Consumer complaint received 2021-02-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have an issue with Bank of America that I have been dealing with for literally 13 years now. Every month, BoA reports that my mortgage payment is late. I have kept every payment receipt and delivery confirmation and there have been no late payments. At one point around XXXX, I was dropping my payment directly in the night deposit box every month ( but always before it was due ). No one from BoA bothered to tell me that it wasnt being processed as soon as it was taken from the box. It was being taken from there and being MAILED TO TEXAS ( I live in Missouri ). I hired an attorney to represent me for this instance, but also around this time, my mortgage statements inexplicably stopped arriving. I thought I was imagining it until I realized that my payment may have changed because it was about time for the escrow recalculation. I had to go to the local branch to confirm my payment amount. But still no statements! After an attorney got involved, my statements began arriving again. It was at this point that I realized that a fee that was added at the inception of my mortgage and was to be collected for the first 7 years ( from XX/XX/XXXX to XX/XX/XXXX ) was still being collected as of XX/XX/XXXX. It was listed as an optional product. I informed BoA that the fee was expired and my attorney let them know that it would no longer be included in the payment amount that was submitted. Additionally, I am still waiting for the overage to be reimbursed to me. BoA acknowledged that the fee was no longer applicable, but then began claiming that payment was being remitted late. I have asked more than XXXX times over the last 13 years for an exact accounting of the DATE BoA had my payment in their possession, and the EXACT AMOUNT that was received. I dont want to know when it was processed or how it was allocated-and yet that is the only information that they have provided, over and over. I have repeatedly asked that they tell me which specific payment they claim was made late or not in full, and they have repeatedly been unable to provide this information, because it doesnt exist! Meanwhile, I have been subjected to letters of intent to foreclose, XXXX packages recommending that I apply for forbearance ( or else ) complete with pictures of my home claiming that I requested loan modification, people hired by BoA XXXX XXXX by and just make sure you still live here, people hired by BoA to leave hangers on my door claiming that I missed my mortgage payment and that I needed to call BoA .... I have had at least XXXX different client care representatives assigned to me ... Ive had phone calls from the XXXX XXXX XXXX, and endless correspondence. And STILL no one has EVER been able to tell me exactly when I missed or made a late payment. Im the mother of XXXX children, and all of the shenanigans pulled by BoA, ( see the above ) caused my children no end of anxiety. They were constantly afraid that we XXXX lose our home. I cant tell you how much sleep Ive lost over this situation. Im a single mom and I bust my rear every month to make sure that my mortgage payment is always on time. But frankly Im starting to wonder what XXXX XXXX of that is. Every month, BoA reports that my payment is late. Its taken me YEARS to amass enough additional credit to offset this false reporting-and its disheartening and exhausting to say the very least! I need this to be resolved.

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 explanation