Consumer complaint received 2023-09-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
As I was reviewing my account using the online banking service ( XX/XX/XXXX ), I noticed there was an additional amount totaling over {$7000.00} under my mortgage payment amount ( {$1100.00} ). I called BOA the next day ( XX/XX/XXXX ) to get clarity, I was told " due to my loan modification, I was placed on escrow for delinquent taxes. I ensured the representative ( XXXX ) that I am not nor have I ever been on a loan modification and nor have I ever been delinquent in paying my yearly taxes. She stated that she would put in a request to find out more information and transferred me to another department. I was transferred to four different people during this 1 hour and 8-minute phone call. Each representative insisting that I was on a loan modification and that I was delinquent. In fact, one representative continued to literally scream at me that I was delinquent, due to your delinquency, if you had not been delinquent... I was told that the tax companies informed BOA that I was delinquent. 

I contacted XXXX collections group to get clarity as I had previously paid my school taxes ( XXXX on XX/XX/XXXX via the drop box at the XXXX XXXX XXXX XXXX ). I was told that my payment had been received along with BOA 's payment. The representative clarified that I was not delinquent, nor have I ever been delinquent in paying my tax. He also stated that they would contact the homeowner if there was a delinquency. 

I received a letter in the mail from BOA dated XX/XX/XXXX, post marked XX/XX/XXXX. I received in my mailbox on XX/XX/XXXX. This letter stated that an escrow account has been established for my mortgage, done at my request or due to lender placed insurance or delinquent taxes paid on my behalf. 

I have been with Bank of America ( BOA ) for 23 years ( XXXX divorced/single homeowner ). I have never been an escrow client. This tax season, without my knowledge, BOA placed me on escrow and paid my XXXX taxes XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX Not only did they pay this years taxes, they opened an escrow advance ( {$880.00} ). 

I was contacted back on XX/XX/XXXX by XXXX, transferred to XXXX, transferred to XXXX. I was told by XXXX that she would research and call me back in XXXX hours. 

I received a letter dated XX/XX/XXXX didn't receive in my mailbox XX/XX/XXXX stating BOA completed research on property tax on this account as I have requested, and if I had questions or need assistance, call them back. 

On XX/XX/XXXX I received a refund of {$5100.00} from XXXX XXXX, went to the bank on XX/XX/XXXX to deposit, hold release on XX/XX/XXXX. I informed BOA that I have the funds to return to them. 

XXXX hour and XXXX minutes -I received a call from XXXX XXXX XX/XX/XXXX, she explained that BOA XXXX for delinquencies with the tax office and was informed that I had not paid my taxes, so BOA paid. She just wanted to get back to me with information. She transferred me to XXXX. XXXX could not answer anything or give clarity on anything, she transferred me to XXXX in loss mitigation. She confirmed that I do not have a loan modification. She then transferred me to XXXX in escrow who tried her best to conceptualize the situation, told me I had to pay the mortgage amount of {$2200.00} in XXXX due to the escrow. The only way the escrow would come off was if I paid the outstanding balance, if I paid my regular mortgage payment, the payment would not post and will go to escrow first, so I would be late with my mortgage payment. 

She then transferred me to XXXX on the property tax team. XXXX told me that XXXX taxes were delinquent, BOA paid delinquency fees from last year as well as this years taxes, including penalties and fees. Again, I explained to her that I have never been delinquent on any taxes, this was the first ever that I have heard about XXXX delinquencies ( which I am not ). She stated that she would reach out to the tax companies, put in a request for more information. She said that she would call me back next week. 

With every representative I spoke with I explained that I have never been on a loan modification or been delinquent with my taxes. I explained that the tax bill gives the property owner XXXX options to pay by certain due dates ; XXXX at a discounted rate, XXXX face amount rate, XXXX a penalty rate. Taxes are not considered delinquent until XX/XX/XXXX of the next year. I pay my taxes within the confines of the options, and do so every year. I have never had an issue with my tax companies or BOA ever with my taxes and the way I make my payments. 

I also explained that last year ( XX/XX/XXXX ) BOA opened an escrow account, without my knowledge and paid homeowners insurance in the amount of ( {$1000.00} ). I have always paid my homeowners insurance monthly in the amount of {$130.00}. Again, I was notified that the insurance company contacted BOA stating that I didn't pay my premium. During that call the BOA representative told me that an escrow was being opened for my taxes also, during communication, the representative corrected BOAs error and I was not placed on tax escrow .... however, I had to call my homeowners company and research. I was told, I have never been late or without insurance, and they would contact me being the policy holder. I was returned the {$1000.00} and in turn sent it to BOA, they applied it as well as returned {$56.00} late fee that posted. 
No one can answer why I am being targeted this year. Not only for this year, but added fees for XXXX. 

My mortgage payment is due on XX/XX/XXXX, due to pay, I always pay on either the XXXX or XXXX of the month, I have never been late, nor accrued late charges. My mortgage history shows perfect credit. My statement history has never shown escrow. 

Tomorrow XX/XX/XXXX I will be calling each tax office to conduct my own research on XXXX, what transpired, if someone was double paid, etc... I will also again conduct research for this year, 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