Consumer complaint received 2018-04-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
Bank of America ( BOA ) is so crooked and corrupt I wish you would heavily fine them and then shut them down. I recently got a new homeowners insurance company, one much cheaper/year, which lowered my mortgage payment. BOA has sent me statements and/or verbally told me that my new monthly payment would be $ XXXX/month, then it was $ XXXX/month, and then someone who claimed to have a clue, XXXX XXXX, told me {$700.00}. I spoke to 9 different schmucks who gave me 9 different versions of an amount, and 2 in-person trips to their location on XXXXXXXX in XXXX, AZ. XXXX verbally told me that there was NO shortage at all, and that this amount was good until XX/XX/XXXX. See her email below which apparently says that my shortage will be taken out of my mtg pmt @ $ XXXX/month. That is not what she said on the phone-on the phone she said there was no shortage, plenty of money to cover all expenses. In the past 3 weeks, I have received two separate statements, one stating that my mtg payment is {$730.00} and the second one stating that my payment is {$700.00}. I received the {$700.00} first. This bank is so crooked they keep trying to figure out how they can XXXX me over, which is why they have done this, not to mention hiring the very XXXX, incompetent employees that they have. It does not end there : ( see below the email ) From : " XXXX, XXXX - XXXX '' XXXX To : " XXXX '' Subject : your payment Date : XX/XX/XXXX XXXXXXXX XXXX Attachments : XXXX This email will serve as notice that your payment for your mortgage account ending in XXXX will be {$700.00} for the next 12 months effective XX/XX/XXXX. 

That payment amount includes : {$460.00} for principal and interest {$220.00} for required escrow ( XXXX for taxes and XXXX for insurance ) {$15.00} projected shortage of {$190.00}, when we pay your taxes on XX/XX/XXXX the escrow account will be short {$190.00} For a total amount of {$700.00}. 

I apologize for the confusion and you having to call so many times and for getting conflicting information and I have logged a complaint on your behalf. 

You asked for this explanation. You do not have to pay anything up front. The {$190.00} shortage will be taken care of at {$15.00} a month that comes out of your mortgage payment. 

I do not anticipate that you will have any shortages beginning in XXXX unless your insurance and/or taxes increase which at that time could generate shortage. 
XXXX XXXX AVP RCS Consumer Client Services Team Manager PROPERTY CLAIMS XXXX XXXX XXXX XXXX XXXX. 
XXXX, AZ XXXX T XXXX F XXXX XXXX Typically I make my mortgage pmt. in person to the crooked rip off corrupt of BOA. I was very sick and could not make my XX/XX/XXXX payment in person on for the first time - so I used the electronic pmt system-over the phone on XX/XX/XXXX, XXXX-I was given a confirmation number and heard by this electronic robot that my payment was successful. The following Monday I called crooked corrupt BOA and was told that my payment was successful and that they received it. Just a couple days ago I received notice that my mtg payment was never received and that they are charging me all of these late fees. I HATE THIS BANK SO MUCH, BELIEVE ME, YOU DO NOT WANT TO KNOW HOW MUCH I HATE THEM. They are intentionally doing this to me because I have moved most all of my money from their crooked organization to XXXX XXXX XXXX XXXX XXXX, now known as XX/XX/XXXX. Soon ALL of my money will be completely out of their crooked corrupt hands and I can not wait. I want them to compensate me for all of my stress. I have contacted my attorney and he is willing to sue them as soon as I give the go. 

My printer/scanner is down, but I can mail copies to you of the statements I have received.

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