Consumer complaint received 2025-07-30 00:00:00
Product: Mortgage — Conventional home 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: PA

Complaint narrative:
This complaint is about Bank of America ( BoA ). There are several layers of problems with BoA, which they won't address and my mom is about to have her house foreclosed on. 

BoA does not provide any customer service. In almost a three span, I have yet to speak to the same person twice. Sometimes we're told to do something. We'll get that accomplished, call back in, and told that they won't do that something. We are repeatedly lied to about the status of the mortgage and the XXXX  attached to the mortgage. I've repeatedly asked for the issue to be escalated to management and nothing still happens. My mom and dad owned this house since the XXXX with no issues, no late payments, and BoA obviously doesn't care. 

My dad passed away in XXXX. BoA continued to make automatic withdrawals on their account until the XXXX  of XXXX when they stopped and provided no information or reason. Five months later, my mom discovered the discrepancy and BoA would not reinstate the automatic drafts. Even though, they continued taking automatic drafts out of the same account for the primary mortgage for more than a year later. Attempts to resolve the issue fell on deaf ears at BoA.

I became directly involved in Mom 's finances in XX/XX/XXXX. I walked into a branch of BoA where Mom lives with my Power of Attorney and other documents. We were able to resolve all issues with banking in under an hour. I asked to be able to resolve Mom 's mortgage and was told they can't do that. We'll have to call the number for that division. The efforts to get something done from that point has been entirely fruitless. 

It took several mailings and phone calls for my Power of Attorney to be added to Mom 's mortgage. Even then, it was XX/XX/XXXX before that document was attached to the account. Only then would they speak to me. It wasn't until XXXX of XXXX that my Power of Attorney was officially attached to the HELOC. Those dates are not typos. 

From this point, the number of times we would call to work at resolutions resulted in lies, misinformation, and roadblocks. This on top of an account that had been open and in good standing since the XXXX. 

Until the spring of XXXX, BoA would regularly call and ask for my dad, who died in XXXX. This was unbelievably insensitive, especially since they argued ( retroactively ) that the reason for the stopping of the automatic drafts was because my dad passed away. This in no way shows competence. 

This is just a taste of how BoA is taking advantage of my mom, how they are engaged in purposefully taking her house, and intentionally causing problems. I look forward to actually speaking with someone who can make BoA be held responsible for their own incompetence and lack of ability to give customer service.

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