Consumer complaint received 2026-04-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
Dear Consumer Financial Protection Bureau, This letter serves as a follow-up to my previous complaint XXXX regarding the handling of my mortgage account and the special forbearance under my XXXX XXXX loan. I am escalating this matter again due to continued discrepancies between the information that Bank of America has submitted to your office and the information that I am directly receiving from the bank. Based on the documentation submitted in response to my prior complaint, I was informed that no payment is due until XX/XX/XXXX. However, the paperwork now being sent to me, which I am being asked to sign by XX/XX/XXXX/ XX/XX/XXXX, reflects balances and amounts that do not align with that information. Additional stating a payment would be due XX/XX/year>. For this reason, I am escalating this matter to management once again while I await a response from a manager. At this time, I do not have confidence in the information being provided, as the last manager previously gave me incorrect information. Furthermore, I later received a letter in the mail that supports the exact issue I was disputing with the company. To be clear, based on my Special Forbearance under the XXXX program, all deferred payments were to be moved to the back end of the loan. I spoke with XXXX on XXXX and the information reflected in her records regarding the outstanding balance does not match the documentation that I am enclosing with this complaint. My request at this point is that the original special forbearance agreement be fully honored as approved. Additionally, I am requesting review of the payment that I was advised to make while this matter was under dispute. Although my XXXX XXXX Special Forbearance did not require me to make any payments during this period, I made a payment in XXXX solely because I was informed that the bank was requiring approximately {$4100.00} from me and was not honoring the original agreement. Now, I have been informed that the payment I made has been incorrectly applied to XXXX, which is not accurate and does not reflect the purpose for which that payment was made. I made that payment in good faith during the dispute process to avoid negative consequences while the matter was being investigated. Therefore, I respectfully request the following : 1. That the original Special Forbearance agreement under XXXX XXXX be honored in full 2. That the XXXX payment be properly reviewed and corrected 3. That the bank provide accurate accounting records and internal notes 4. That all information submitted to your office be reconciled with the documentation I am receiving directly Please see the enclosed documents supporting this complaint and the discrepancies noted above. I would sincerely appreciate any assistance your office can provide in resolving this matter. Sincerely, XXXX XXXX

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