Consumer complaint received 2023-04-17 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DC

Complaint narrative:
I have a Countrywide mortgage that originated in XXXX. 

Bank of America states that they service the loan for XXXX XXXX XXXX XXXX XXXXXXXX. 

Bank of America has frozen my online access to the account and has returned over fifteen payments to me that I have made to the account. 

On XX/XX/XXXX : The Consumer Financial Protection Bureau announced Thursday ( XX/XX/XXXX ) that it has leveled a {$100.00} XXXX fine at Bank of America for allegedly messing up the disbursement of state unemployment benefits during the pandemic. 

Bank of America reportedly automatically and unlawfully froze peoples accounts with a flawed fraud detection program, according to a CFPB press release. The CFPB also alleged the bank didnt offer impacted individuals much recourse, even if there was no fraud. ( XXXX XXXX /XXXX/news/cfpbXXXX/cfpb-fines-bank-of-america-XXXX-over-alleged-unlawful-account-freezing/ ) According to several different Bank of America employees that I spoke to during the week of XX/XX/XXXX they have a right to freeze my account. 

They suggested I speak to the law firm of XXXX XXXX. XXXX. An attorney at XXXX XXXX. XXXX in XXXX, Maryland who I had emailed about the freeze before making some of the phone calls suggested I call Bank of America. 

Bank of America knows that I have applied for Homeowner Assistance Funds and have a HAF letter from the XXXX, DC Government office handling HAF ( https : //haf.dc.gov/ ). The attorney I spoke to at XXXX XXXX. XXXX has told me several times I am not in foreclosure. 

Regardless of this, Bank of America has frozen access to my account. When I wanted to retrieve some documents for my tax preparation I wasn't able to. In addition I have an interest in reviewing my account history and reviewing different documents as I have always been able. In this age of paperless statements and paperless documents the customer should be able to access their online accounts. There are particular documents I am interested in printing out and forwarding to the CFPB and others but I can't do it because I am frozen out of the account. 

Bank of America is aware that I have made several complaints to the CFPB and may be trying to stop me from accessing my loan documents ( I don't know ). I should be allowed access to my loan history and all documents and be able to review all of them. 

In addition Bank of America has returned over fifteen payments I have made to them. One bank of America employee who I spoke to on XX/XX/XXXX said this should not be happening and he corrected the error on XX/XX/XXXX but the " error '' came back in XXXX of XXXX. When I mentioned this to the employees I spoke to during the week of XX/XX/XXXX they were not able or not interested in reversing the computer to allow me to make payments. 

In light of the XX/XX/XXXX ruling from the CFPB I believe that the freezing of my account is unlawful.

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