Consumer complaint received 2017-11-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
Escrow Account Removal On XX/XX/XXXX after requesting escrow removal since XX/XX/XXXX, my account was returned to a normal standing without escrow. Attached please find the documentation from the bank stating the approval. However, only a few days later when I was preparing to make a morgage payment online, I noticed a negative balance of {$320.00} on my account. I immediately proceeded to contact BOA at XXXX and was advised that my HomeOwners Insurance Company billed. However, they failed to disclose that it was at their request. 

I contacted my insurance company where I received the fax they received from the bank dated XX/XX/XXXX ( attached ) - just a day after the letter ( attached ) dated XX/XX/XXXX where escrow was already removed. The letter requested that the account be changed to " mortgagee billed ), which resulted in the bank paying the balance on the policy. My policy was in good standing, my escrow had just been removed and there should have been no reason for this transaction to take place. 

I proceeded to immediately contact the bank and was advised to just repay the {$320.00} to the bank and no further issues would arise. I contacted my Account Manager ( XXXX ), but never a clear resolution to date. I requested an update as to why this occured to begin with and was told that I was approved for a " Pre Trial for a Home Loan Modification '' something I was denied back in XX/XX/XXXX when initially applying and did not understand the reason for now being approved and advised I was not interested. 

A home loan specialist advised that I immediately send in a signed letter declining this offer that I never accepted, to prevent any other issues ( including escrow ). Attached you will find the letter faxed immediately on XX/XX/XXXX. On XX/XX/XXXX I received confirmation that I was no longer eligible for the " Trial Period '' as I declined - hoping all would now return to normality. I in return made my payment to the bank on XX/XX/XXXX to satisfy the payment should have not made - but made anyhow on my behalf of {$320.00}. 

I continued to patiently wait for notification from my account manager that my account would not incur any escrow due to this bank error - yet no concrete resolution. My taxes then became due for XX/XX/XXXX and I made my payment on XX/XX/XXXX. I in turn checked my online banking to find out the bank made a payment on XXXX. Another payment that should not have occurred ; which I was trying to avoid since XX/XX/XXXX. Attached you will find payment confirmation of payment made on XX/XX/XXXX and confirmation from the city portal that my taxes are paid as per my payment. 

I have tried to contact the customer service number with no luck as I am redirected to my account manager who I go a week at a time without being able to contact, I sent an email via the Bank of America portal to receive a response on my city taxes and escrow removal - and received the attached documents. This was a bank error that should never have taken place, I should not have an escrow account, my account in showing negative as a result of the city tax payment I was responsible for that I made on time to the city ( of which there is no way I will make another payment to the bank for a payment already made ). 

I am simply requesting that the bank correct the system error made on their end, whether that being departments not accurately touching base with one another, correspondence crossing, etc. Attached you will find my response to the bank sent today with attachments, of which I know will be disregarded due to this negative escrow they are showing which should not be in my account. I have tried to pursue all parties since I discovered the initial error with my homeowners insurance payment in XX/XX/XXXX - to avoid where we currently stand.

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