Consumer complaint received 2025-07-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
It should be understandable why we would be confused and concerned about two different companies claiming to be the servicer of our mortgage. This situation is unusual and needs to be clarified immediately.We received a Package with most of the CFPB response that includes a different Servicing Company that is not XXXXXXXX XXXX XXXX XXXX XXXXXXXX but is a company named XXXX XXXX XXXX XXXX XXXX and is stated as being the XXXX XXXX sense XX/XX/year>XXXX  and we are wondering why this happening and what we should do : Why two companies might claim to be the servicer : Mortgage Servicing Transfers : It's very common for mortgage servicing rights to be bought and sold between companies. When this happens, the old servicer is legally required to send you a " goodbye '' letter, and the new servicer is required to send you a " hello '' letter. These notices should inform you of the transfer and the new payment instructions. XXXXXXXX XXXX XXXX XXXXXXXX sent information but we knew nothing of XXXX XXXX XXXX XXXX  so what is the story because we did receive information from XXXXXXXX XXXX XXXXXXXX XXXX but nothing of the other.No Communication. 
Errors or Scams : While less common, it was concluded possibley that one of the claims is an error or, in a worst-case scenario, an attempt at a scam. We were advised need to be very careful about where you send your mortgage payments. 
Different Roles : It's unlikely, but one company might be handling a specific aspect of your loan ( e.g., a loss mitigation department ) while another is the primary servicer. However, we should still only have one official point of contact for regular mortgage payments. 
Previous Loan Status : XXXX XXXX XXXX often deals with distressed loans or loans that are in default or foreclosure. XXXXXXXX XXXX XXXXXXXX is a general mortgage servicer. It's possible that your loan 's status changed at some point, leading to a different servicer being assigned, or that XXXX XXXX XXXX is involved due to a past issue that has since been resolved but the records haven't fully updated. 
What we should do immediately : Do NOT make any payments until you confirm the correct servicer. Sending payments to the wrong company could cause significant problems, including your payments not being credited to your loan and potentially leading to late fees or even default. 
We have gathered all documentation : Collected all correspondence we've received from Bank of America, XXXXXXXX XXXX XXXXXXXX, and nothing from XXXX XXXX XXXX. There is No official notices of transfer, payment statements, and any other relevant documents. 
Now we are receiving conflicting information about who our mortgage servicer Therefore we are Request clarification in writing : Asking them to confirm, in writing, who the current and official servicer of your mortgage loan is, including their full contact information and your account number with that servicer. XXXX XXXX XXXX XXXX  ( XXXX  ) : Has never been a part of our Loan and Perpetually can not answer the Question XXXX  is a XXXX XXXX  registry that tracks the ownership and servicing rights of mortgage loans. Many loans are registered with XXXX but not Ours. 

We Sent a Qualified Written Request ( QWR ) : Never Received an Answer. 
We sent to both XXXX XXXX XXXXXXXX and one to Bank of America and Recently received this notification today!? 
A QWR is a formal letter under federal law that requires a mortgage servicer to respond to your inquiry or correct errors. 
We Clearly stated our request for clarification on who the servicer is, why you're receiving communications from both, and to provide proof of their servicing rights. 
Sent it via certified mail with a return receipt requested so you have proof it was sent and received. 
Reviewed our credit report : Check our credit report to see which company is reporting our mortgage payments. ( Neither ) We are Consulting with a housing counselor and attorney : We are continuing to have trouble resolving this, and have contacted a HUD-approved housing counselor and have an attorney specializing in consumer law and real estate. They are helping us understand our rights and guiding us through the process. 
In XXXX XXXX XXXX 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 explanation