Consumer complaint received 2024-09-07
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (WA)

XX/XX/202XXXX XXXX XXXX XXXX I contacted the mortgage division of Bank of America by phone, XXXX to determine the most efficient method of paying off an existing mortgage. 
I had already previously requested and received a mortgage pay-off letter from them. Bank of America Employee, XXXX in XXXX, Employee number XXXX told me that she could transfer the payoff from my savings to the mortgage loan account. 
I agreed and she submitted the payoff of USD XXXX and told me the transaction was complete. 
I requested either a confirmation number or a transaction number. She said she was unable to supply me with either, only her employee number, no last name, and that I would be mailed a letter of satisfaction of mortgage within 3 business days. I stated I was not comfortable with that, and would require verification by either a confirmation number or a transaction number. She referred me to her supervisor, XXXX in XXXX, who refused to give me her employee number, and also refused to provide any documentation of any kind for the transaction. XXXX actually stated that by requesting this type of documentation I was accusing her employees of stealing. I was shocked. 
All I wanted was a confirmation number or even just a transaction number for this HUGE transaction - something, anything that would verify the transaction. I requested to speak to her manager, who was named XXXX. XXXX from XXXX, Employee number XXXX came on the phone and said no, I would not be receiving a confirmation number for this USD XXXX transaction, nor would I receive a transaction number and that I would just have to wait until I received something in the mail. 
When I told her that my online savings account showed only the fact that the XXXX was REMOVED from my savings account as a Debit Hold with no further information about where the money went, she said there was nothing more she could do, but as a courtesy, she would call me the next business morning at XXXX to confirm that my mortgage payoff went through. 
I requested an email verifying the transaction, a screenshot showing the transaction was applied to the mortgage, basically, ANYTHING that would provide a documentation trail. I even mentioned the recent XXXX banking issues as further reason for my worries. She said she could not do anything else. 
I hung up the phone, literally terrified that I could have conceivably just lost over a quarter of a XXXX dollars. It was GONE from my bank account with nothing, no electronic or paper trail to document the mortgage loan payoff.

Terrified, I called my local branch and stayed on hold for over 1 hour but never got to speak with anyone. I hung up and got in my car and drove to my local branch and met with XXXX XXXX, Senior Banker and XXXX XXXX, Assistant Manager and explained the problem. Both agreed that my concern about not having ANY DOCUMENTATION of this transaction was very concerning. They got on the phone with Bank of America headquarters, and the same information was conveyed- there would be nothing given to me to document and verify this transaction ; I would just have to wait several days until I received something in the mail. 
The bank headquarters told them to convey to me that all their phone transactions are recorded and if the money did get lost, they would have a phone recording of the transaction. How that was supposed to help me was never explained. I went home, still in shock and fear that I could conceivably just lost all that money. I never did receive a phone call from XXXX in XXXX. The next morning, XX/XX/XXXX, there was a transaction number next to the USDXXXX withdrawal from my savings, but there was no information to show WHERE all of that money had gone. 
The mortgage loan I had satisfied was no longer showing up on my online account. On XX/XX/XXXX at XXXX I received an email stating Congratulations You've paid off your loan. There were no dollar amounts listed in the letter. There was no confirmation number or transaction number associated with the XXXX that was withdrawn from my savings account to satisfy the mortgage loan. Since there is no actual confirming information in the email, it does not make sense that this would be considered adequate documentation. If you would like a copy of that, I will send it. Please keep in mind, I received it 28 hours AFTER the transaction, yet it was still not adequate documentation of the transaction, since there were no amounts paid showing.