Consumer complaint received 2021-02-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC

Complaint narrative:
Recently my husband, XXXX XXXX XXXX and myself recently began paying ahead on our Mortgage and now Bank of America wants to take our money and apply to the Principal after we have directed payments to be applied directly to the next outstanding monthly payment. I, XXXX XXXX paid the XXXX Payment in the amount of XXXX online via our online Bank of America Account on XX/XX/XXXX and this payment was to cure the XX/XX/XXXX Payment and after I physically directed the funds to apply to the XXXX payment, BOA applied the payment to Principal and it was approximately 15 days before it was reversed and corrected, the last person I spoke with at BOA informed me that this should not happen again. I informed that person that I somebody should have to contact us if they are unsure about what to do with the payment and was kindly told that they could not do that, it would take too much time and there was not any other place to send the funds, they had to be applied to something. XXXX is XXXX  XXXX and the nearest branch is 35 miles away considering that we no longer have a local branch here in the county that we live in. With that being said, I then proceeded to make the XX/XX/XXXX payment which was paid online via the website on XX/XX/XXXX in the amount of XXXX and there was not any problem, I assumed that the problem in question had been resolved considering that the XX/XX/XXXX payment was now cured with XX/XX/XXXX being the next payment due but on XX/XX/XXXX I made the next payment of {$1100.00} and should have cured the XX/XX/XXXX Payment via online the BOA Website and the next business day, I noticed that the payment once again had been applied to Principal with the XX/XX/XXXX payment still outstanding and once again I have contacted BOA and stressed to them that we once again have directed where the funds were to be applied and I want the payment voided and reentered correctly and was kindly told that it didn't work that way and there was no time frame or limit as to when or how long the request could take. Legally unless they have written directions from us they should not be allowed to process any Mortgage payments to Principal without our permission. This is very Deceptive and I know why they do this due to the interest and we still show that the XX/XX/XXXX Payment is due but we dont have the money to send large amounts just for the Principal Payments, we do send Principal payments but nothing over {$100.00} has ever been mailed to apply to Principal. Now how can you assist us with getting this matter resolved and the payments being applied as if we were not 2 to 3 months ahead? That should be our prerogative how the funds should be applied not BOA 's. 
I have written the bank but have not received any response. We thought that this had been resolved on XX/XX/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 non-monetary relief