Consumer complaint received 2015-06-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
I have a loan through Bank of America. On XXXX XXXX, 2015, pipes froze and leaked throughout my house causing significant damage. The first contractor to work on the property was XXXX. Their scope of work included anything that had water damage, and supplemental heat to dry out the house to prevent mold growth. 

My insurance company was actively involved with the adjuster. The insurance company issued the first check of XXXX+, while all parties were aware there may be additional issuing of funds for other damage. The check was made payable to those on the loan, and BOA ( XXXX individuals and BOA ). BOA said they would provide us an endorsement code for the first check to help us get started. They said there would be a different process for any future checks. 

We had XXXX complete their work. We hired a plumber/XXXX contractor to repair the pipes. During their inspection, they found the furnace had been destroyed. This was an additional claim that the insurance company processed. The plumber/XXXX contractor replaced this furnace as well. We had then hired a contractor to begin the restoration process. 

Since the first check issued from the insurance company, two subsequent checks of funds have been sent to us. The process for the subsequent checks requires the individuals to endorse the check and mail it to BOA. For the first subsequent check, this was completed over three months ago. I followed up with BOA when they would release the funds. I did n't receive the check or a phone call for two weeks. I called back in to BOA and they said normally they would require an inspection to verify the funds were being used for the repairs, but for a claim this small they would not require an inspection. I waited for another week and still did not receive the disbursement. Another call into BOA said now we needed to get an inspection. The inspection must be done with the owner present. The property is a XXXX hr drive. I had XXXX hours of driving and a day off work to accommodate an inspection of the property on XXXX XXXX. The filing of the inspection paperwork and processing should take XXXX days according to the inspector. At that time BOA should be able to be reached to release the funds. I reached out to them on XXXX XXXX. Extremely frustrated, I spoke to a service representative that promised some results. He asked me to file additional paperwork that would require a notary. He said I could fax it to him directly. He called me the afternoon of XXXX XXXX and said that he was able to get this approved and the funds would be sent to me. I explained that XXXX has not been paid for work since XXXX and XXXX XXXX invoiced XXXX XXXX, 2015 ). They are now ready to begin collections process on me because BOA has not released funds. I asked them to overnight the funds to me. He said that I should expect to receive the funds on XXXX XXXX. 

On XXXX XXXX I received a call from BOA saying that I had a problem with a second check and getting an endorsement. I have a second check, but I will not send it into BOA to go through this process again. My primary focus is getting XXXX paid and avoiding a collections process, I told them I was to have received my funds earlier this week and they did not arrive. The customer service rep said someone else would need to call me back because the person dealing with that issue was not at their desk. I never received a call. On XXXX XXXX at XXXX EST, I called back into BOA to find out the status of my funds. They said the release of funds was denied because of some endorsement issue. I did n't understand their issue, but became furious. I explained my situation again. I was told that my situation would go to the Escalation Department. The Escalation Department within BOA would contact me with 24 hours. As I write this letter it is now 46 hours with no call or solution.

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