Consumer complaint received 2026-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am a XXXX XXXX XXXXXX/XX/XXXX woman who has been wrongfully treated by Bank of America. They proceeded in calling my loan and ruining my credit through a series of errors that were not of my doing. Bank of America erroneously made multiple errors and assumptions which started with the branch changing the name on my home loan XX/XX/XXXX. XX/XX/XXXX I went into the bank with Certification of Trust to move accounts into my Revocable Trust. XXXX XXXX XXXX XXXX immediately informed me she was unable to move the XXXX joint accounts ; I completely understood. When it came to my home loan XXXX ran into difficulties. After multiple attempts she asked her manager for help. The manager was also unsuccessful so she contacted the XXXX XXXX department. Eventually XXXX of the many instructions provided by the XXXX XXXX department worked. The change resulted in circumventing the system and forced an unauthorized entry ; also against bank policy. The task took several hours and even though XXXX didnt know not to touch home loans the person in the XXXX XXXX department should have. Lack of training and understanding bank policy is obviously apparent. I was not aware they were attempting and actually succeeded in making an unauthorized change to my loan. Since XX/XX/XXXX I have tried to correct the error made XX/XX/XXXX to no avail. This XXXX error compounded additional errors resulting in the bank calling my loan and damaging my credit by reporting a Foreclosure alert to the Credit Bureau. During these difficult months I requested for a single person within the bank who could take ownership and help to straighten out this mess, I was told there was no one. That I should continue calling the XXXX number provided in the ltrs. The day I received a Foreclosure ltr I demanded my call be escalated to a manager. XXXX XXXX called me and after researching he stated from what he was seeing it appeared to be a miss understanding, and that it could be reversed. He didnt believe I had violated any of the bank terms regarding my loan. XXXX stated it looked like the whole issue started with someone in the bank making a mistake by assuming I had changed the ownership on the property. He felt it wouldnt take long to fix ; days not months to reverse and fix the mistake the bank made. On XX/XX/XXXX, XXXX asked me to fax a ltr to the Name and Title Change Unit stating the property was a second home and not a rental, along with XXXX bills I paid. I have a copy of the original home loan application clearly showing the house was bought as a second home. He was confident this was going to resolve the issue and reverse the pay off demand. I have been given various reasons by a variety of different people within the bank on why my loan was being called due. Some of the comments, I no longer occupy the property. It was purchased as a second home and noted as such on the home loan documents. The bank mistakenly assumed the home had changed ownership ; this was from XXXX XXXX the XXXX XXXX working on my case. I needed the new owner to transfer the deed back into my name. Ive been the only owner and the deed is in my name. The loan was past due. I have never been late on a payment until XXXX when my payment was sent back to me. XXXX person stated they didnt understand as he could not find any late payment notices ever being mailed. That I wrongfully put the house in my trust, The borrower is no longer occupying the property as required by the Garn-St Germain Depository Institutions Act. Again the house was never my primary and was purchased as a second home. XX/XX/XXXX ltrs stating Unfortunately were unable to approve the title transfer you requested. Here s why, the borrower is no longer occupying the property. The house was purchased as a second home. I never asked for a title transfer. My primary is in XXXX XX/XX/XXXX and has been since the XXXX. XX/XX/XXXX received ltr stating As a reminder, per your loan agreement, you are required to get our approval before transferring the title to your property. When a title has been transferred without our approval, the lender may request payment of the entire loan balance. The title has always been in my name XXXX XXXX. XX/XX/XXXX spoke with XXXX who instructed me to fax over the request to cancel request for the entries made XX/XX/XXXX, XX/XX/XXXX faxed over the request to cancel request for the entries made XX/XX/XXXX. I never asked the bank to make any unauthorized changes. Apparently the fax was never received even though I have a confirmation. I had the branch fax and requested documents on my behalf. XX/XX/XXXX XXXX stating Action required-the title for this property was improperly transferred and needs to be fixed right away. Option XXXX, resend the title transfer or have the new owner transfer property title back to you ; the title has always been in my name. Option XXXX, pay off the loan in full. It is crucial to note that there is no new owner involved. XX/XX/XXXX upon receiving the XX/XX/XXXX ltr I called the XXXX number and spoke to XXXX on who confirmed the original fax sent by XXXX on XX/XX/XXXX was not received. XX/XX/XXXX I was finally connected with a XXXX, XXXX XXXX. I would like to note she was not sympathetic, acted as if I was an inconvenience, and I got the impression she did not understand or care to help me. After repeating myself multiple times trying to explain how my issue started she finally said it was because I had made a title change to the loan. I explained again I did not request the title change to the loan, it was an error made by the branch. That I had requested any changes made on XX/XX/XXXX be reversed. XXXX confirmed the first fax had not been received and to resend. Once again I requested XXXX person to work with until everything had been reversed and the payoff demand reversed. That because of the continued and compounding problems I did not trust just faxing documents to an unknown person. Or that this person would take the initiative to follow through to ensure resolve the many errors were fixed ; I was correct. Once again I was informed by XXXX there was no XXXX person I could work with. I needed to continue to call the XXXX number ; the following information show how that worked out for me. XX/XX/XXXX, XXXX faxed a second ltr requested by XXXX explaining the original fax sent XX/XX/XXXX to cancel name change. How the root cause of this problematic error started. And that I had conferred with my attorney who confirmed I was allowed to put said property into my trust and did not need to change the name on the deed ; my Revocable Trust for which Im the Trustee. Included the attorneys backup on the Federal law due-on-sale prohibitions. I finally was able to speak with a manager who did not understand and treated me as if I was in the wrong. She is the XXXX who stated the second fax needed to be submitted. I spoke to a XXXX in Texas office who stated my issue should be resolved by XX/XX/XXXX. XX/XX/XXXX a XX/XX/XXXXwas received acknowledging the fax had been received and was in the process of being reviewed. XX/XX/XXXX a XX/XX/XXXX was received XX/XX/XXXX, that my fax had been sent to aXX/XX/XXXX Specialist for further research. XX/XX/XXXX XXXX and I contacted the XXXX XXXX Department who confirmed the problem had been resolved. That I would receive written notification of this within the next XXXX to XX/XX/XXXX days. XXXX and I set a date to contact the XXXX XXXX Department in XX/XX/XXXX days if a XX/XX/XXXX had not been received. XX/XX/XXXX a ltr stating the monthly payment plan had been updated. None of which made any since to me. I assumed no action was necessary as I was setup for an automatic payment plan and had received similarXX/XX/XXXX where no action was required. XX/XX/XXXXXX/XX/XXXX received stating the automatic Pay Plan service had been cancelled because home was in foreclosure status. Not knowing what was happening I called Customer Support at XXXX number. I was transferred to the Debt Collection department for assistance XXXX. I explained that the situation had been initiated with a bank forcing a system entry and that XXXX XXXX XXXX the branch XXXX XXXX Assistant Manager had been informed that situation was resolved in XXXX. XX/XX/XXXX spoke to a XXXX who transferred my call to XXXX XXXX in XXXX North Carolina, said she needed to escalate my call to a manager. XXXX XXXX an XXXX XXXX located in the XXXX North Carolina office contacted me. He stated he was going to investigate and would get back to me. Several days later I received a call from XXXX stating he was still trying to get to the bottom of my complaint and problem. During the time XXXX was working on resolving my case I received a ltr from the XXXX XXXX XXXX XXXX. XXXX has been retained to conduct a non-judicial foreclosure sale pursuant to the Deed of Trust in favor of Bank of America. XX/XX/XXXX XXXX stated he believed he had my problem resolved and asked me to fax a ltr to the Name and Title Change Unit ; again I never requested a name change to my loan. This XX/XX/XXXX was to state that the property at XXXX XXXX XXXX was not a rental and that nothing had changed. And include copies of XXXX bills I receive at my primary residence that I pay for the house located at XXXX XXXX XXXX with the fax. And to have these documents emailed to him so he could ensure they were received. All requested information was faxed to the XXXX XXXX XXXX at XXXX by XXXX at the XXXX XXXX. XXXX also emailed the documentation to XXXX per his request ; he confirmed the fax had been received. XX/XX/XXXX XXXX received an email from XXXX stating he had submitted my documents to the proper department but my fax will have also started the process, and he was out of the office ill. That there was a payoff quote sent by the bank, however he was trying to get that reversed with the XX/XX/XXXX I faxed. That it was safe to say let this step of the process play out. Any anything received before XX/XX/XXXX can be tabled for now. I received a ltr dated XX/XX/XXXX stating We have received written communication regarding your home loan. We are in the process of concluding our review. Upon completion we will provide a written response of our findings. ; I received no suchXX/XX/XXXX. This was the last commutation from the bank until a XX/XX/XXXX email stating I had important documents to review for the loan account. Reminder, all loan information, statements, and commutations for my home loan were blocked until XX/XX/XXXX. XX/XX/XXXX the loan payment was returned stating funds do not meet the criteria to be applied to account. I call the Customer Support at XXXX number. I was transferred to the Debt Collection department for assistance XXXX. No one was able to take my payment because of the Foreclosure status. Prior to mailing a check I tried making the XXXX payment in the branch, calling the XXXX reflected in all XX/XX/XXXX, and the banks Debt Collection unit, no one was able to process a payment, I finally mailed it with tracking. XX/XX/XXXX I was told XXXX was still out of the office. I called several more times the week of XX/XX/XXXX thru XX/XX/XXXX. Each time the person I spoke with stated they were sending XXXX an email to let him know I called. XX/XX/XXXX I called XXXX ( he was now back in the office ) requesting a status ; the payoff due date was XX/XX/XXXX. XX/XX/XXXX I called XXXX to let him know I was on my way to wire the money to pay off the loan. To please call me within the hour with an update on whether he was able to reverse the payoff demand. I never heard from XXXX after the XX/XX/XXXX email sent to XXXX. I believe XXXX had also emailed XXXX and didnt receive a response. I went to the branch and wired the money to pay off my loan so as not to have the house repossessed. During this whole time I was blocked from seeing any loan information online. Access was not granted until XX/XX/XXXX when XXXX payoff notices were send. On XX/XX/XXXX I received XXXX Payoff Statements were dated XX/XX/XXXX with a deadline of XX/XX/XXXX, XXXX dated XX/XX/XXXX with a new deadline of XX/XX/XXXX. XX/XX/XXXX I attempted to get a HELOC to cover the moneys I had to payout and was informed that my Credit Report had a Foreclosure reporting. I called the banks XXXX number to dispute the banks reporting of a Foreclosure. The escalation competition date was XX/XX/XXXX ; XXXX submitted escalation XX/XX/XXXXXXXX. XX/XX/XXXX spoke to an XXXX and he stated a statusXX/XX/XXXX was sent XX/XX/XXXX that all the account details are accurate regarding the foreclosure. So the foreclosure reported to the Credit Bureau would not be reversed. XXXX further stated the information he was seeing states the loan is past due ; I have never been late except when my XXXX payment was returned to me. XXXX also stated he was unable to locate where the bank had ever sent me a Past Due notice. My call was transferred to a different unit and new escalation claimXX/XX/XXXXXXXX was submitted. With XXXX swipe of a computer key Bank of America forced a change in their system that has ruined my credit and my life. I wasnt even able to get a HELOC to pay myself back. In addition to all the fees and money it has cost me the stress has been horrific. I was basically a prisoner in my home day after day waiting for calls. HELP! Regards, XXXX XXXX XXXX ( home ) XXXX ( Cell, no reception at home ) XXXX ( Cell, no reception at home )

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