Consumer complaint received 2021-01-06
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (WA)

On XX/XX/XXXX I was told via email that my XXXX would be returned via XXXX from Bank Of America. It is now XX/XX/XXXX and still no check or money has been received by me for the amount of XXXX Here is the email that they sent me from XXXX. 


XXXX XXXX XXXX XXXX XXXX. 
XXXX, NC XXXX Bank of America, N.A. is required by law to inform you that this communication is from a debt collector. If you are currently in a bankruptcy proceeding or have previously obtained a discharge of this debt under bankruptcy law, this notice is for informational purposes only and is not an attempt to collect a debt, a demand for payment or an attempt to impose personal liability for a discharged debt. 
XXXX XXXX XXXX. 
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XXXX Complaint Response Correspondence received from : Consumer Financial Protection Bureau ( CFPB ) on : XX/XX/XXXX XXXX XXXX and XXXX XXXX : Ive carefully reviewed your correspondence and want to let you know our response. 
Our records indicate your loan was paid off in XX/XX/XXXX. Bank of America executed the enclosed Deed of Reconveyance on XX/XX/XXXX. For your convenience, we have enclosed a copy of the Note and your loan history statement. 
Our research confirms on XX/XX/XXXX, a payment in the amount of {$1400.00} was reapplied to your principal balance of the loan, with an effective date of XX/XX/XXXX. However, per your request a refund was sent to you via XXXX, for the payment in the amount of {$1400.00} on XX/XX/XXXX. 
Heres our resolution Please know Bank of America made some improvements to our home loan system to help us better serve you. While making these improvements, you may experience down time and an increase in our hold time with our services. Thank you for sharing the details of your experience with us. We sincerely regret the inconvenience and frustration this matter may have caused. Our goal is to provide professional, courteous and responsive service at all times. We apologize that, in this instance, we did not meet your expectations. 
Regarding your request for compensation, after a careful review, we have determined there is no reasonable factual basis to substantiate your request. Therefore, we must respectfully decline your request for compensation. 
Weve also included these case documents, which you may find helpful : Note Deed of Reconveyance Loan history statement Were here to help We understand that you may have experienced a misunderstanding or a miscommunication during your previous contacts with Bank of America. Your trust and your business are very important to us and your positive experience is our first priority. Thank you for the opportunity to address your concerns. 
Our clients are important to us. If theres anything else you need, please call me at XXXX, extension XXXX, Monday through Friday, XXXX XXXX. to XXXX XXXX Pacific. 
Loan Ending in : XXXX Date : XX/XX/XXXX Case Number : XXXX Page 1 of 2, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WA XXXX XXXX XXXX Resolution Specialist Regulatory Complaints cc : Consumer Financial Protection Bureau ( CFPB ), Case Number : XXXX