Consumer complaint received 2026-01-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
Issue Mortgage servicing / Failure to investigate insurance and subsidies/ Failure to respond to Qualified Written Request ( QWR ) / Improper handling of estate representative acct # XXXX What Happened ( Complaint Narrative ) Bank of America was the original servicer of my mothers mortgage, which originated on XX/XX/XXXX. Servicing of the loan was transferred to XXXX XXXX XXXX ( XXXX ) in or around XXXX. 
Despite the servicing transfer, Bank of America continued to reflect an open mortgage account associated with my mother after her death. 
In XX/XX/XXXX, I contacted Bank of America to inquire specifically about : The possible existence of credit life insurance or mortgage protection insurance, and Whether any subsidy, grant, or assistance program was applied to the loan at origination. 
My mother informed me that she completed a first-time homebuyer education program through the local Urban League as a qualifying requirement to
purchase the home. Based on this, I specifically raised the possibility of ACORN-era or community-based assistance programs, which were commonly administered in partnership with organizations such as the XXXX XXXX during that time period.

Rather than investigating or providing a substantive response, Bank of America required me to complete Successor in Interest documentation, despite no longer being the active servicer of the loan. I complied and submitted the requested forms in good faith. 
In addition, I submitted a Qualified Written Request ( QWR ) to Bank of America regarding these issues. At the time of submission, I provided my Letter of Administration, government-issued identification, and a written authority statement, establishing my legal authority as court-appointed administrator of my mothers estate.

Bank of America acknowledged receipt of the QWR in writing and stated that it would provide a response within the required 30-day timeframe. 
Despite this acknowledgment, Bank of America did not provide a substantive response within 30 days and did not provide any explanation, findings, or follow-up communication. This failure occurred while the inquiry was active and prior to the loan being paid in full. 
After requiring successor documentation and acknowledging the QWR, Bank of America ceased responding entirely. Specifically, Bank of America did not : Investigate or confirm whether any credit life insurance or similar insurance product existed Identify any insurer, administrator, or third party, or formally state that no such records exist Investigate whether any ACORN-related subsidy, Urban League-administered assistance , first-time homebuyer grant, or other community-based program was applied to the loan Provide a written explanation or formal response to my inquiry or QWR The loan was later paid off in XX/XX/XXXX following the sale of the property. However, Bank of Americas failure to investigate and failure to respond occurred well before payoff and should not be excused by the loans eventual closure. 
As the original servicer and origination-era record holder, Bank of America was the entity best positioned to investigate insurance products, counseling requirements, and community-based assistance programs associated with this loan. Instead, it required procedural compliance and then failed to act or respond.

Why This Is a Problem Bank of America retained legacy visibility into the loa
n after transferring servicing but failed to responsibly address origination-era insurance and subsidy inquiries.

ACORN-era and Urban League-affiliated first-time homebuyer programs frequently involved grants, subsidies, or principal assistance that are not reflected on the Note and require investigation beyond standard servicing records. 
Bank of America acknowledged a Qualified Written Request, confirmed receipt of full authority documentation, and committed to a response timeframe but failed to respond. 
Requiring successor documentation and then failing to investigate or respond created reliance and procedural harm. 
Silence following acknowledgment of a QWR constitutes failure to comply with mortgage servicing obligations.

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