Consumer complaint received 2024-11-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA

Complaint narrative:
What happened, including key details and documents. 

There are no attached document or submitted photos. Everything about my mortgage, access to tax documents and history is completely removed from Bank of America 's online portal. In XXXX I download documents to do taxes and all history is now gone. 

By XX/XX/XXXX I had not received a text messages nor email about my mortgage payment being applied. Concerned that my auto pay I set up 2 months ago isn't working I logged into Bank of America 's site and noticed the ledger section where I track of my Mortgage was missing. I was in a panic because I notice they never withdrew the money in savings and the mortgage was due XX/XX/year>. I was in a panic and because of not knowing I triggered a XXXX and XXXX XXXX. Once that happened I had difficulty processing and struggled to think ; I couldn't run away from this like I normally do. I had no plan and needed some help. 

I decided to call the mortgage line at Bank of America to get some help. The automated line came on and I entered my security information. Immediately the automated message says Bank of America is no longer serving your Mortgage and to contact XXXX at XXXX. My XXXX messes with my hearing and I couldn't understand what they said. I waited for a prompt to repeat and instead it redirected me to wait for a representative. After XXXX minutes I got dress XXXX XXXX to Bank of America on the other side of town. Over XXXX minutes had passed, I arrived at the bank hanging up on the wait music. 

I told a teller about my situation and she took my id to a head teller and then a loan XXXX to try to help me out. They said there isn't anything they can do. I couldn't stand anymore, felt faint, my mouth was dry I wasn't feeling good. I struggled and was shaking. I sat down while they sort things out. She says, more than likely your mortgage was bundled and sold. Sold, why? When did this happen without communicating with me? why haven't they contacted me. You will be contacted by mail with instructions on what to do. I said, I signed up for Paperless, why would I look in my mailbox for something I'm not expecting and there is no text, email or notification online, why? She says, we can't send secure and personal data through email. I said, why didn't you communicate securely in your portal? She says, I can't answer that question. I said what now, I have no answers? 

She says, wait until you get the letter, it will explain everything or you can call the new mortgage company maybe they can help. I said what about my mortgage payment it was XXXX on the XXXX? She says, wait for the letter. I said, can you give me the number to the new place it was sold too. I had problems understanding. She says, I wouldn't have that information. You will have to call our mortgage department number to get it. I said, I will call the same number I called before to get the name and phone number and start from there. 

My mouth was dry and I asked her for water. I sat for another XXXX minutes doing calming breaths to bring down the XXXX, then drove home. Got help to get the name and number and called the new place. The young lady I spoke with help calm me and gave clear guidance and answered all of my questions, and I was able to pay my mortgage by phone before the grace period of XX/XX/XXXX expired. 

I would have missed my payment, the first time in 15 years since paying the mortgage. XXXX on that letter as she instructed would have introduced a financial crisis. I would have been still depositing money in Bank of America to pay a non-existent mortgage. 

Besides that, their decision to not communicate with me created a mental health crisis for me. I am under the care of a doctor for XXXX and need help doing things when I have a crisis. Sometimes XXXX would force me to avoid some situations, this almost became that and I would have altogether not paid my mortgage, hence is why its setup for automatic payment ; for which Bank of America 's choice to not communicate with me in a timely manner caused. The NEW mortgage company is XXXX miles away in South Carolina and I live on the XXXX XXXX. My State has consumer protection laws and different protections that I can no longer enjoy now that my mortgage is moved out of State. I can not sign legal papers in person or do any business that I would normally do in person or get assistance if I'm having trouble reading. I'm a senior citizen, XXXX, about to retire from State Government service. Because of my age and mental health issues sometimes I need a in person conversation to feel safe, that I'm being helped and to have my problems addressed. They took that away from me. I can not travel XXXX XXXX miles to have a in-person conversation with my service provider. 

Bank of America injured me, trigger a mental health crisis, almost causing emergency services to be called while trying to get answer in the bank. They, BOA, by not ensuring timely and effective communication with me their customer about selling my mortgage they created undo hardship and the potential to ruin my financial position, credit rating, potential to loose my home. They claim to have used the postal service to deliver this critical information. They did not send it by certified mail to ensure a signature was affixed. The sale took place XX/XX/year> without my knowledge.

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