Consumer complaint received 2020-03-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I initially contacted Bank of America ( BoA ) on XX/XX/XXXX stating that the 2nd Home Owners Insurance from UNDERWRITERS AT XXXX XXXX XXXX does not belong to me and that it should be *removed* from my mortgage account. 

This, according to BoA, is a Condominium Association Master Policy. I stated that I have a DP-3 policy on the mortgaged property and a condo master policy is not needed as a DP-3 policy covers the outside and inside of the unit ( in other words the unit is completely covered ). I also stated that per the Condo Associations ( XXXX  XXXX XXXX XXXX ) documents ( Declarations ) it is *not* the responsibility of the Association to carry insurance of any nature or kind upon the unit owners unit or any improvements thereon. The UNDERWRITERS AT XXXX XXXX XXXX policy that BoA has on my mortgage does not belong to the Association ( nor my unit ) the policy is for the condo association across the street ( XXXX  XXXX XXXX XXXX XXXX XXXX XXXX, XXXX ) and has a different address than that of the XXXX  XXXX XXXX. 

This has been an ongoing issue that I have contacted BoA in each of a number of years in the past. 

I further contacted BoA on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. After filling out a negative BoA survey on XX/XX/XXXX a BoA Customer Service representative ( XXXX ) contacted me and on XX/XX/XXXX she said that the IT ( Information Technology ) department would have it removed from the website ( under my mortgage account login ) at this point they still see the policy however it is *not* associated with my mortgage anymore. 

There was a further contact with XXXX on XX/XX/XXXX however after calling and emailing XXXX on XX/XX/XXXX and XX/XX/XXXX she did not respond to either voice messages or emails. I called the general BoA customer center on XX/XX/XXXX ( and they said that someone would contact me in 24 to 48 hours ). 

After filling out another negative BoA survey on XX/XX/XXXX a BoA Customer Service representative ( XXXX ) contacted me on XXXX/XXXX/XXXX. XXXX has stayed in contact calling on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX XXXX said I should send BoA the XXXX XXXX XXXX  insurance policy. I said that this policy is useless to BoA and my mortgaged unit as the Association does not insurance individual units ( it is up to each unit owner to insurance their respective unit ). I further said that it was only an Association Common Area Liability Policy. She said that was OK BoA needs the policy as a placeholder to have the Associations information on file. I provide the insurance policy declarations with the note that this policy is useless to BoA and us ( the owners ). 

Further contacts with XXXX were on XX/XX/XXXX, XX/XX/XXXX and finally on XX/XX/XXXX. 

On XX/XX/XXXX morning, XXXX said that the XXXX  XXXX XXXX insurance policy was a liability policy and not a condo master policy and that the *INCORRECT* UNDERWRITERS AT XXXX XXXX   XXXX policy would remain on my account. I reminded her that there is *no* condo master policy as the Association does not insure the individual units. XXXX XXXX   is not a typical condominium association with a building ( s ) but an association with individual units ( more of a home owners association than a condominium association ). She stated that BoAs policy requires a condo master policy for my unit. I said that is wrong and that BoAs insurance department should know that a DP-3 ( along with the additional flood policy ) would cover us ( BoA and the unit ) completely. As a note the BoA mortgage documents do not state that a condo master policy is required only insurance that would cover the mortgaged unit. I asked to speak with a BoA insurance representative and XXXX said they do not speak with the public only internally. 

I respectfully request that : 1 ) Bank of America remove the UNDERWRITERS AT  XXXX XXXX XXXX insurance policy  that does not belong to the mortgaged unit. 
2 ) Bank of America *not* require this unit to have a condo master policy on the unit as the DP-3 and Flood insurances cover the mortgaged unit completely.

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 non-monetary relief