Consumer complaint received 2021-11-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC

Complaint narrative:
My initial complaint against Bank of America was filed on XX/XX/XXXX, complaint # XXXX. 
Since that time, despite, multiple letters from both attorneys and employees representing Bank of America ... .none of the correspondences have included : 1-Explanation of steps Bank of America has taken 2-Explanation on what steps exactly Bank of America intends on taking .

Instead the letters have not only been grossly incorrect is stating the problems but adversarial.

I've had 2 different law firms send me letters informing me of Bank of America hiring them to represent Bank of America. 

Each time, each attorney claims to be the direct contact person for Bank of America. 

The XXXX XXXX XXXX firm, located in my state, provided a number to a third party for me to call for any questions. I called and the company asked if I was attempting to REFINANCE my loan. I informed them NO. I've NEVER requested for a refinance. I've NEVER completed any application for a refinance. Unfortunately, this is another example of how it appears Bank of America 's plan is to not only assist and correct the errors they made but to INTIMIDATE, CONFUSE and intentionally deflect any/all culpability. 

Then, XXXX XXXX ( who I've left numerous phone messages ) has failed to respond to my messages. As a Resolution XXXX with Bank of America, this is poor customer service. 

I was even contacted by Bank of America as the letter stated I had to pay up to {$1800.00} in administrative fees because I, according to Bank of America, was requesting to give up part of my property for an easement ( Subordination of Easement ). 

I had to explain to the Bank of America XXXX ( XXXX XXXX XXXX ) that was not the case instead, I was attempting to have both my XXXX XXXX XXXX XXXX corrected since Bank of XXXX XXXXXXXX XXXX and those legally representing my closing interests ) failed do so. 

XXXX XXXX XXXX was gracious enough to listen to me explain the issues. She then informed me the Subordination of Easement was wrong and that she was not informed of the Easement issues. 

Again, this confirms that not only is Bank of America not transparent to reporting accurate information to regulatory agencies but Bank of America is even less transparent at sharing vital information to both it's own employees and customers. 

XXXX XXXX, Bank of America XXXX XXXX, referred to me by XXXX also refuses to respond to emails, and phone messages. 

Each time I receive letters from Bank of America they too state they're the contact person for Bank of America regarding this matter. Yet, they too, NEVER respond. In addition, they never provide contact numbers or email which leaves me having to call Bank of America for days trying to track down a number or email to these employees. And, even then, they simply don't and won't respond. 

It's clear Bank of America has no desire to help me as their mortgage client. 

It should also be noted to that I've consistently paid my mortgage since XXXX Below is an email I sent to Bank of America XXXX XXXX XXXX XXXX, who like most Bank of America employees will not return phone calls/, emails. 

Forwarded Message -- -- - From : " XXXX XXXX '' XXXX To : " XXXX '' XXXX Sent : Tue, XX/XX/XXXX at XXXX PM Subject : XXXXXXXX XXXX XXXX XXXX XXXX XXXX I've received numerous letters from Bank of America since filing a regulatory complaint. 

I was recently contacted (, via letter XX/XX/XXXX ) XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX NC XXXX, informing me they represent Bank of America and conducting a title search. 

In addition, the letter stated if I decide not pursue the loan, no further action is required. And, call XXXX for any questions. 

I'm confused. I've already been in my home almost 12 years. 

I called XXXX and they asked was a doing a refinance. 
I AM NOT DOING A REFINANCE. IVE NEVER REQUESTED A REFINANCE. 

What is going on???? 

Additionally, I received ( XX/XX/XXXX ) another letter from another Bank of America employee XXXX XXXX. ( Resolution Specialist/Regulatory Complaint ). I've tried calling her and have left several messages ( XXXX Pin XXXX ), yet she's fail to reach out to me. 

Also on XX/XX/XXXX I was contacted by XXXX XXXX XXXX, Specialty Service Advocate III, Partial Release, Mortgage and Vehicle Servicing Operations ( XXXX ext. XXXX ). I was informed there's a Subordination of my Easement initiated by Bank of America. However, that too was incorrect. 

XX/XX/XXXX ( approximately around that time ) Attorney XXXX XXXX XXXX, XXXX XXXX ( XXXX ), informing me he would be the contact person as he has been hired by Bank of America to work with me in resolving issues with my DEED of Trust.

I asked him if represented me and was working on correcting the issues surrounding my Deed, and since he's legal counsel for Bank of America would Bank of America pay any/all fees associated with correcting the issues. To date, I've yet to hear from him or get any additional responses.

Bank of America is having multiple people send me letters and each claiming to be the point of contact. Yet, none are available to provide feedback more less assist. 

Instead, it's just a maze of confusion I believe is intentionally orchestrated to discourage and ignore my claim ( s ), in hopes I will go away. This should not be difficult to believe considering fact I've been requesting assistance from Bank of America since XXXX in regards to the multiple issues surrounding my Deed. 

It's equally disappointing and definitely not consumer friendly that NOONE seems to be able to provide me an extension number to you. 

What is going on? 

XXXX & XXXX 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 explanation