Consumer complaint received 2026-04-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
Issue Summary : Bank of America failed to provide a complete loan servicing history from origination ( XXXX ) and responded to a formal RESPA Request for Information by reissuing the same incomplete loan history ( beginning XXXX ) without explanation or acknowledgment of the missing XXXX through XXXX period. Note : Loan originated XXXX ; Bank of America history begins XXXX ( gap : XXXX through XXXX ). Complaint Narrative : This complaint concerns Bank of America, N.A.s failure to provide a complete loan servicing history and its failure to provide a compliant response to a Request for Information under 12 C.F.R. 1024.36. The mortgage loan originated in XX/XX/XXXX. A request was made for a complete life-of-loan transaction history. Bank of America provided a detailed account history beginning in or around XX/XX/XXXX, omitting the period from XX/XX/XXXX through XX/XX/XXXX. After identifying this gap, I contacted Bank of America by phone. Representatives stated that the missing history related to a prior servicer and directed me to contact XXXX XXXX. However, Bank of America did not identify the prior servicer of record, did not provide servicing transfer details, and did not provide any documentation regarding the transfer of servicing records. During a follow-up call, a manager call-back was requested ; no manager returned that call. Due to the lack of resolution through normal servicing channels, a formal written Request for Information was submitted on XXXX pursuant to 12 C.F.R. 1024.36. The XXXX Request for Information sought the following : A complete life-of-loan transaction history from origination Identification of prior servicers and servicing transfer dates Servicing transfer and boarding documentation A written explanation if any records were not available On or about XXXX, Bank of America issued a response consisting of an Account Detail / Loan History statement. This document is substantively identical to the prior statement and continues to begin in XX/XX/XXXX. No additional information or explanation was provided. Bank of Americas response did not : Address the missing XX/XX/XXXX through XX/XX/XXXX servicing period Provide any explanation that the requested records are unavailable Identify prior servicers or servicing transfer details Provide servicing transfer or boarding documentation Respond to the specific categories of information requested Reissuing the same incomplete dataset without explanation does not constitute a compliant response under 12 C.F.R. 1024.36. Based on the foregoing, Bank of America has either failed to conduct a reasonable search for responsive information or failed to provide the required written explanation regarding the unavailability of such information. A second Request for Information and Notice of Error has been submitted. As of this complaint, Bank of America has not provided a complete servicing history or a compliant written explanation regarding the missing records. Requested Resolution : I request that Bank of America : Provide a complete life-of-loan transaction history from XX/XX/XXXX through present, including the missing XX/XX/XXXX through XX/XX/XXXX period, or Provide a written, specific explanation identifying : The exact date ranges and categories of missing records The reason those records are not available The efforts undertaken to obtain those records The identity of the prior servicer and the effective servicing transfer date Documentation of what loan data was received upon servicing transfer I also request that Bank of America provide a response that complies with its obligations under 12 C.F.R. 1024.36. Documents Attached ( in chronological order ) : 1. XXXX Bank of America Account Detail / Loan History ( initial incomplete history ; begins XXXX ) XXXX. XXXX RESPA Request for Information 3. XXXX Bank of America Response ( reissued identical incomplete history ; no substantive response ) 4. XXXX Second Request for Information / Notice of Error DVW Loan No. ( redacted )

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 explanation