Consumer complaint received 2020-01-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I had a mortgage account with Bank of America for a four unit building I own  at XXXX XXXX XXXX XXXX XXXX XXXX, Ca XXXX which they recently sold last year to another company. Last year I discovered my Insurance Broker XXXX XXXX has been over the years requesting money from my escrow account to pay on hazard insurance for my property and there were several occasions she didnt pay the hazard insurance and kept the money for herself and I had several lapses of insurance coverage I was unaware of. There is currently an investigation open against XXXX XXXX with the CA Department of Insurance. I have meet with the investigator with the CA Department of insurance twice and she has presented me documents some of which were obtained by Bank of America including copies of checks thats were made out and cashed by XXXX XXXX and insurance documents that XXXX XXXX forged my signature on. Unfortunately the investigator said she was unable to provide me any of the evidence/documents she had because her case was still open and that I would have to contact Bank of America to obtain the documents myself. I met with the Investigator back in XXXX or XXXX of last year and right after meeting with her reached out to Bank of America to request the documents and copies of checks. I was originally told the requested would take a couple of weeks. I waited and followed up and every time I contacted Bank of America I was given the run around and the second time I was told my originally request didnt seem to have be submitted and they would submit the request again. This same scenario kept happening over the next couple of months until eventually I did receive some copies of checks but not all that I had requested and I never received the other documents I requested that the investigator had showed me which were the faxes sent by XXXX sent to Bank of America requesting hazard insurance payments be mailed or overnighted to them. I couldnt understand why all the copies of the checks werent provided to me and again each time I called I was told it would be resubmitted and escalated. I need the copies of the checks and other documents I requested so I can finish submitting my claim to XXXX XXXX XXXX XXXX and try to recover the almost {$20000.00} that has been stolen from my escrow account. I stressed to Bank of America that this was time sensitive because of statue of limitations on filing the claim. I also inquired with Bank of America on how they could be so negligent with my escrow account and not notice that excessive amounts of money were being taken out of my account. Bank of America was making some of the checks payable to the actual insurance company, XXXX XXXX, but mailing the checks to XXXX XXXX ( the brokers ) address and some of the payments were made out directly to XXXX  and mailed directly to XXXX  and this should have never happened. When I inquired on how this could happen I was basically told by Bank of America they are just the middle man but they should have some type of awareness of what they are making payments for and verifying the information. If they just made a hazard Insurance payment why would they be making another payment a few months later for an annual insurance policy? I feel like Bank of America doesnt care about my situation and the money Ive had stolen from me especially since they are no longer servicing my loan. Ive never been so frustrated dealing with a company before and feeling like Im receiving almost no cooperation and I am the victim. I would like Bank of America to provide me all of the documents Im requesting and do so as soon as possible as it has been well over 6 months since my original request.

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 non-monetary relief