Consumer complaint received 2020-10-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I have a mortgage with Bank of America which I am attempting to refinance with XXXX XXXX. I previously had my mortgage deferred while I was partially laid off due to COVID-19. When I attempted to refinance my mortgage with XXXX XXXX, they told me that I needed to cancel my deferred payments plan and pay off the deferred balance. I called Bank of America over 15 times and visited their XXXX branch twice starting on XX/XX/XXXX asking for assistance in paying off my deferred balance and canceling my deferred payment plan but I still have not been helped. Bank of America is intentionally sabotaging my refinance by providing false information and now allowing me to make payments towards my deferred balance which I have been attempting to pay since XX/XX/XXXX. 

On XX/XX/2020 I called Bank of America at XXXX and was on hold for 2 hours. Finally I spoke with an associate at XXXX who helped me transfer a previous payment of {$3500.00} towards my deferred balance. In the same call, he also helped me make an additional payment of {$3300.00} to completely pay off my deferred balance. At XXXX this Bank of America representative stated that I had closed out the deferred payment plan and had paid off the deferred forbearance balance. This rep provided the following confirmation number that the deferred balance had been closed out : Confirmation # XXXX. The rep confirmed that the deferred balance would disappear from my account by the following day. This representative also submitted a request to his manager to ensure the forbearance was closed out. On XX/XX/2020 XXXX I spoke with XXXX XXXX ( Bank of America complaints specialist ) asking if I could have proof that the deferred payment plan was canceled. She stated that she would request this and that it could take up to 2 days to receive the letter. Between XX/XX/XXXX to XX/XX/XXXX, I called and emailed Bank XXXX as well as her manager asking for assistance but I still did not get any resolution. On XX/XX/2020 XXXX told me that my deferred balance had NOT been paid off and that she still was unable to get me proof of my deferred payment plan cancelation. She told me that I would need to make yet another payment of {$3600.00} online under the " other payments '' tab which I did. 

Given that Bank of America was refusing to allow me to pay of my forbearance, I filed a complaint against them with the XXXX XXXX XXXX on XX/XX/2020 ( refer to XXXX  case # XXXX ). On XX/XX/2020 XXXX  closed the complaint without Bank of America providing me with a formal response. XXXX  stated the following : " Bank of America has indicated its agreement to diligently work in the resolution of your complaint which you filed with XXXX  on XX/XX/2020. Bank of America has indicated their intentions of contacting you regarding your complaint ( or has already done so ) and is working to resolve the issue in a prompt manner. It is our hope that a fair and reasonable resolution may be achieved by allowing open communication to continue between you and Bank of America. '' On XX/XX/2020 I received a formal letter stating that Bank of America had canceled my deferred payment plan. I received a legal letter from Bank of America 's regulatory complaints specialist named XXXX XXXX who stated that she would be my sole point of contact at Bank of America. Other associates have refused to help me since the XXXX  complaint. 

On XX/XX/XXXX, I received a payoff statement from Bank of America in the amount of {$700000.00} with the deferred balance removed from my account. 

I called XXXX numerous times on XX/XX/XXXX and XX/XX/XXXX inquiring about the deferred balance but she did not answer. Finally on XX/XX/XXXX she called me only to tell me that she was working on my case but that she could not guarantee that I can pay off my deferred balance. I mentioned that a previous Bank of America employee not only took payment and told me that I had paid it off but he also provided me with a confirmation number for this transaction. 

On XX/XX/XXXX, I received another payoff statement from Bank of America in the amount of {$710000.00} with the deferred balance added back to my account and termed an " uncollected fee due '' of {$6800.00}. This is further proof that Bank of America is both providing false information and actively sabotaging my refinance with 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 monetary relief