Consumer complaint received 2018-10-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV

Complaint narrative:
My Loan transferred from Countrywide to Bank of America in XXXX. I received a phone call from a person I believed to be a representative of Bank of America.  This representative ( stated name as XXXX ) stated that the loan was transferring to Bank of America, and that I needed to make my payments directly to the bank. He stated Bank of America would also be the servicer of the loan, but until that happened, he stated I would be depositing my payment at XXXX XXXX. He provided me with account number to deposit in at XXXX XXXX, and then we hung up. I started making my payments at XXXX XXXX in XX/XX/XXXX. I continued making my mortgage payments at XXXX until the following XX/XX/XXXX,  when I received another phone call ( from XXXX ) stating that Bank of America now was ready to process/service loans and I would now need to make the payments there. He provided me with a new account number for bank of America, and I started to make my payments at BofA from XX/XX/XXXX, until XX/XX/XXXX. During the time I was making payments at XXXX, I did think it was unusual, but I never received anything from Bank of America, either a phone call, or a letter stating their was any problem. Finally. in XXXX, Bank of America did come to me and state they would put me on an interest only payment plan for 5 years. I truly didn't understand why they wanted to do this, and I got confused when they stated I had to agree to this or risk foreclosure. They then stated " we are trying to help you since you haven't made any payments in two years ''. I stated I had been making payments, by going to XXXX XXXX first, then bank of America second, That I was instructed to do that, and that I had receipts. They asked for those receipts, and I sent them copies. They stated those receipts have nothing to do with the loan, and stated I needed to prove those receipts were going to pay the loan. They then stated that in the mean time, I needed to immediately sign a loan modification, or I would be foreclosed on. They also stated that the two years would be added to the back end of the loan, with penalties and interest being added on, That total was XXXX. I relented and signed the loan modification, afraid I was about to lose my home. Within weeks of signing the modification, my note was sold to XXXXXXXX XXXX. Bank of America stayed as the processor for a period of time after XXXX XXXX took over my note, and I tried working with them to find out where the payments I made in XXXX went. I had no success. Then the processor change to XXXX XXXX, and again, I tried working with them, but they stated they had no paperwork from Bank of America about this issue. They stated they only had a document adding the XXXX to the principle amount. XXXXXXXX XXXX did ask for the receipts, but stated the receipts were not proof enough, and that I needed to get the information from both XXXX & Bank of America, showing who controlled the account, and were the money went or was applied. Of course, Bank of America & XXXX state they can't give me any information about the accounts I deposited the money in. I do realize looking back that fraud was likely committed against me, and how stupid I was being so trusting. I now must pay the XXXX to the bank, and deal with the humiliation of my actions. Having said that, I still hold out hope that the money has just not been applied to my mortgage, and is just sitting somewhere in an account. Here is the reason why ( though I admit, It likely was fruad ). For two years, when I thought I was legitimately making my payments, I was never contacted in any manner by Bank of America stating I was missing payments. Two full years ... nothing. Bank of America also never reported me as " late '' to any of the credit bureaus. In addition, as far as I can tell, the property taxes were paid during the time I supposedly missed all those payments. I have never received a letter from the state of Nevada stating my taxes are delinquent. All that seems very odd. How did the taxes get paid, and why would Bank of America go two years and let me miss all those payments without ever contacting me or reporting it. Please help me in anyway find out where the money went, even if it was fraud ( and my stupidity ). As a single mother, I worked hard for that money, trying to support myself and my son. Just typing this, thinking about the fact that I now owe the bank an extra XXXX truly is making my stomach hurt. Thank You for listening. 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 explanation