Consumer complaint received 2015-07-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Bank of America is where I have banked for twenty years. They changed to XXXX XXXX. I banked on line for years with Bank of America and decided to do the same with XXXX since all of my online banking information was transferred as well. I paid all of my bills on line for a few months and had no problems. I paid my XXXX 2015 mortgage payment in XX/XX/XXXX to Bank of America along with all of my other accounts. When I went to pay XX/XX/XXXX 's payment in XX/XX/XXXX, I realized XX/XX/XXXX was not paid. When I called Bank of America they said they only received a dollar in XX/XX/XXXX. I asked Bank of America why they had not called me. I had paid them faithfully for nine years why not call when they did not receive a payment. I could have contacted XXXX XXXX right then. They stated that they had called me at work and left a message on my machine. They did not call my cell, nor did they call me at work. I do not have an answering machine at work. I work XXXX plus hours a week, I 'm the XXXX XXXX and would have known if they had called. I called Bank of America several times this week trying to get my account corrected and the last time I called and asked the very same question to the customer service gentleman, he told me that no numbers were called. They just sent my information to a debt consolidation firm. So I never received a past due letter or phone call. I was very concerned that this would show on my credit report but more importantly my mothers as she has co signed on my house. I paid two payments immediately on line to get my account straight and one by phone. One of my payments on line did not get posted, when I called Home trust they stated that they notified businesses that account numbers would change. He stated that his day is spent answering compliants such as this. My mortgage was kicked back on one of the payments but not both of them done on the same day with the same bill pay account number. Every time I called Home trust they confirmed that the payment was taken from the account they did not understand why Bank of America did not receive it. I paid three times and only two payments were posted one from on line and one by phone. I am trying to build my credit. XXXX XXXX and Bank of America have now destroyed it. This knocked my score down XXXX points and my mother is a cosigner. This is not fair to her. Since XXXX XXXX took over my account, my debit card has not worked at the grocery store. The " available '' balances are not correct. I deposited a check for XXXX XXXX it showed this amount in my available balance but then kicked a payment to a credit card back. I have since changed banks and will not ever have this issue with XXXX XXXX. I do not feel that this should be on my credit report. I was not thirty plus days late on my mortgage payment and do not feel that any of the credit bureaus should reflect this. Please help me resolve this.

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