Consumer complaint received 2022-06-25 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI

Complaint narrative:
Same as before. Complaint # XXXX, XXXX XXXX XXXX has presented himself as the primary contact from Bank of America in the Regulatory Complaints department . unfortunately, his actions are not on the same page when it comes to what I expect as clear concise answers to my questions as to why my account is being handled the way that it is. Which is in contrast to the contract I signed for 12 monthly automatic payments as transfers, in the amount of {$810.00}, oob the XXXX of every month, from one BofA account to another. 

When i started to ask questions about why my account is not addressing the interest accrued payment per month as it relates to the exact date of the payment transfer that started with the bank branch in XXXX, Michigan on XX/XX/XXXX, with XXXX XXXX ( XXXX ) regarding the outstanding principal balance had not changed on the XXXX as I was lead to believe. Nor did the monthly payments show the on going, before and after, interest distribution between the first half and the second half of the month from the XXXX of each month. 

That came in around XX/XX/XXXX after, on going, weekly discussions with a person at BofA that was successful in that one aspect, ( XXXX ) But XXXX could not describe why and how the undervalued and randomly deposited payments started to tear apart what I was lead to believe was a clear path to making meaningful singular payments without any type of suspended amounts over months that racks up interest charges and disrupts the accounts true outstanding principal balance. 

Many payments have been applied on dates that don't match the agreed to XXXX of the month payments. Then the agreed to date and value is ignored for the rest of the month. 

The specific issues I need to have addressed in an effort to stop the loan account chaos is to get the transcripts of the recordings that were made of XXXX XXXX I have spoken with XXXX XXXX on numerous occasions and I have found by my notes of our conversations that while in the telephone conversation he says he will provide what i am asking for but instead i get a blended response of contradictory information and not what i have requested. 

I had asked XXXX XXXX for this random approach to making my payments to stop happening as I had not authorized any payments, did not approve of any other payments, did not actively get involved in sending these payments, other than the one {$1000.00} payment on XX/XX/XXXX, that had been showing up outside of the agreed to allocation date of the XXXX of each month. This singular, {$1000.00} payment was made with the help of XXXX, alias None, in North Carolina with the bill pay supervisor, XXXX, confirmation # XXXX. 

This payment was deconstructed after I had expressly stated that I wanted the entire amount of the {$1000.00} payment to be applied to the outstanding principal balance and they assured me that that would be processed as requested. Instead, after speaking with XXXX XXXX, XXXX of XXXX XXXX XXXX that is what would have happened based on my description of the transaction. 

However, following just one of the many XXXX account histories, ( this one is dated XX/XX/XXXX ) that were sent to me with the dates of : XX/XX/XXXX total payment reported : {$610.00}, XXXX. XX/XX/XXXX XX/XX/XXXX amount applied to the principal balance : {$450.00}, XXXX XX/XX/XXXX XX/XX/XXXX amount applied to interest : {$150.00}. XXXX XX/XX/XXXX XX/XX/XXXX total payment reported : {$380.00}. XXXX XX/XX/XXXX XX/XX/XXXX amount applied to the principal balance : {$380.00XXXX XXXX  XX/XX/XXXX XX/XX/XXXX scheduled payment of {$810.00} but only {$620.00} is applied on ; XX/XX/XXXX XX/XX/XXXX amount applied to principal balance : {$510.00} XXXX XX/XX/XXXX XX/XX/XXXX amount applied to interest : {$110.00}. XXXX XX/XX/XXXX XX/XX/XXXX amount applied to Principal balance {$180.00}. XXXX XX/XX/XXXX then on : XX/XX/XXXX no amount is shown as a payment but is the beginning of the next billing cycle the rest of XXXX is showing the correct amount to be taken out on the agreed to date of the XXXX With the previous months of XXXX, XXXX, XXXX, XXXX, XXXX, XXXX of XXXX showing the obfuscated amounts of the payments and do not show the month of the payment received as the month of the XXXX Each of these months has a carryover into the next month for assignment to my account. 

This ongoing practice is stealing my money by dragging their feet by not keeping the payment intact for whatever the amount is to be dispersed in the same day.month as it was received. BofA is going contradicting itself in the contract/agreement that i had signed up for the trust account that are both the source account and the pay-to account. 

As XXXX XXXX argues with me on the semantics of covering for this practice, i have never seen this activity spelled out in my agreement or any other document that is being applied to my account on a regular basis by their own people taking any amount out of my acct., other than that the agreed to {$810.00} and the {$1000.00} Principal balance amount i worked on myself with other BofA staff to facilitate. 

With all of this mockery of my account for BofA 's additional interest payments each month, I can not see the benefit of XXXX XXXX standing in and protecting the company from the kind of scrutiny that this kind of activity deserves. 

It is my request that XXXX XXXX is retired from handling anything further that is connected to my accounts. 

The token effort of returning my payment last month after extracting an interest payment is the last I ever want to hear from him. 

He is substantially ill equiped to discuss the truth and appropriate behavior in correcting account issues to resolve them as the bank is never wrong and he defends the most obscure excuses you can imagine for doing so.

He has made a stand on some issues that there is no foul play on the the part of the bank but his statements are contradicted in the next document that appears from BofA. I have asked repeatedly for a copy of my agreement that contains the magic formula of obfuscating the amounts deposited and the dates that they are applied to my outstanding principal balance. His last document where his typing the action of the account as after the fact acceptable behavior is unacceptable to me. He has not shown me the answers to my outstanding by producing the documentation that outlines when the practice started and how it was supposed to work in conjunction with the agreed to 12 monthly, automatic payments. 

No one should be allowed to manipulate any bank account the way he is handling mine. He is not to be trusted between what he says in a phone call and what happens to my account over successive months. 

JUST SEND ME A TRANSCRIPT OF ALL OF OUR PHONE CONVERSATIONS. THAT WE HAVE HAD SINCE THE BEGINNING OF HIS INVOLVEMENT WITH ME. 

Please forward this information to XXXX XXXX 's supervisor. 

thank you 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