Consumer complaint received 2025-10-25 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
Regarding Mortgage Account with Bank of America I am submitting this complaint regarding my mortgage with Bank of America ( XX/XX/XXXX), overseen by the XX/XX/XXXX of XX/XX/XXXX ( XXXX ). Ive experienced repeated issues withXX/XX/XXXXhandling of my account, including lack of support, miscommunication, and possible violations of my consumer rights. 
Over a year ago when I got XX/XX/XXXX for the XX/XX/XXXXtime, I fell behind on my mortgage and contactedXX/XX/XXXX for help. I was told no assistance was available and wasnt referred to any external resources -- as they do now when I called in. I later learned help had been available during XXXX but had ended. I contacted XX/XX/XXXX and XXXX, said they could only offer counseling. I fell further behind on my mortgage and XX/XX/XXXXplaced a hard stop on my account, routing all calls to their automated payment system and preventing contact with a representative or any other information on my account. I couldn't hear the history of payments made unless I spoke with someone and it hard to get ahold of someone they have multiple steps a person have to go through then they have to read multiple disclosures and each time I got transferred I had to be verified and read the same disclosures. My XXXX counselor advised me to add extra funds to catch up, but when I tried to do it, XX/XX/XXXX system tried to apply the money to late fees instead of toward my regular payment, despite prior assurances that fees would be moved to the back of the loan. I stopped trying to pay additional money toward the payments. 
In XX/XX/scrub> 2025, I was finally able to make XXXX payments to bring the mortgage current. Then on XX/XX/year>, XX/XX/XXXX called about my XXXX payment, which wasnt late. It was due on the XXXX and wouldn't be late until the XXXX. They also sent emails stating a payment was due when it wasnt. 
On XX/XX/XXXX, I calledXX/XX/XXXX and reached XXXX XXXX ( XXXX ID # XXXX ) in Collections. She connected me with XXXX XXXX in Loss Litigations, who refused to give a Rep ID only said she was in North Carolina. I asked if she was the XXXXXX/XX/XXXX representative and her response I was I will connect you with that person then once I told her my concerns, she said she could assist me, I ask again if she was the XXXX rep and she said yes. Then she said she couldnt help with my increased payment notice, I need to call customer service. She said the XX/XX/XXXX call was about XXXX payment, which I had already made. 
I called XX/XX/XXXX again on XX/XX/year>2025, and now it's a partial stop/redirecting on my account. I could hear my loan balance but not recent payments, and then it redirected to the automated system. 
Below are the key issues with my account : Hard stop blocking access to my account information, I can't hear my payment history on the account. 
Increased payment notice with no upfront option to pay the difference as offered in the past Unexplained {$770.00} charge put on my during XX/XX/XXXX without a written notice as to what it was for. I called, was told it was for a partial payment and tried to dispute it with no results Lack of XXXX loan support - when I call in I keep getting the run around. My XXXX representative said theXX/XX/XXXXXXXX representative is the person to whom supposed to be contacting/working with me. 
Harassing calls/emails about non-late payments - I'm up to date on my loan. Next payment is due XX/XX/XXXX and won't be past due until XX/XX/XXXX. 
Bank of XXXX need to be held accountable for trying to treat me however they want to. I have rights and believe my consumer right have been violated. The company lacks transparency, give their customers the run around and it needs to stop.

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