Consumer complaint received 2026-07-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD

Complaint narrative:
I am filing a complaint against Bank of America and its rehabilitationescrow administrator, the XXXX XXXX XXXX XXXX XXXX ( XXXX ), for mishandling my XXXX escrow account and failing to perform required administrative duties. My contractors bid was formally approved on XX/XX/XXXX, yet XXXX XXXX and XXXX XXXX ( XXXX ) department has not issued the required Notice to Proceed ( NTP ). Without the NTP, Bank of America can not release the XXXX escrow funds, and I can not begin repairs on the home I purchased. I closed on my home on XX/XX/year>. Since closing, I have repeatedly attempted to contact my assigned Escrow Coordinator ( XXXX XXXX XXXX ) and her manager ( XXXX XXXX ). I have sent multiple emails and left several voicemail messages over the past several weeks with no response. I escalated the issue within XXXX three days ago and still have not received any communication. Both my contractor and I have submitted every required document within 2448 hours of receiving them, fully complying with all XXXX requirements outlined in the Member Rehabilitation Disclosure & Agreement. The agreement states that the XXXX department will review all disbursement requests from the Contractor and/or Member and that the lender or escrow agent must have HANDs approval before disbursing any funds. Despite this, HAND has not reviewed or approved the Notice to Proceed, which is required before any disbursement can occur. The agreement also states that XXXX may monitor the progress of the rehabilitation and/or review all documentation regarding the rehabilitation. In my case, XXXX has not monitored progress, reviewed documentation, or responded to any of my requests for information. Their complete lack of communication contradicts their stated role in overseeing and administering the rehab process. Additionally, the agreement requires the Member to fully cooperate with XXXX and others identified by XXXX throughout the rehab process, including providing necessary information. I have fully cooperated and provided all required information promptly. However, XXXX has not fulfilled its reciprocal responsibility to review documentation, communicate, or respond to requests necessary to move the project forward. This delay has caused significant financial harm. Because XXXX has not issued the NTP, I can not begin rehabilitation work or move into my home. I have been forced to extend my lease and continue paying rent while also paying my mortgage. I can not afford to pay both rent and mortgage, and XXXX failure to administer the rehab escrow is the direct cause of this hardship. XXXX nonresponsiveness and failure to carry out required escrowadministration duties have stalled the entire rehabilitation process and placed me in a financially unsustainable position. I am requesting CFPB intervention to compel Bank of America and XXXX to take immediate action to issue the Notice to Proceed and properly administer the XXXX escrow

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