Consumer complaint received 2025-08-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
Company : Bank of America , N.A . ( mortgage servicing ) Product/issue : XXXX servicing / billing statements / website access What happened : I am current on my mortgage and not in bankruptcy. Since XX/XX/year>, Bank of America , N.A . has blocked my access to the online mortgage portal in addition have not been sending me electronic monthly mortgage statements ( no paper statements either ). This prevents me from verifying payments, viewing escrow activity, confirming interest/principal allocations, monitoring fees, and obtaining a payoff figure. I have contacted the servicer multiple times and asked for restoration of access and copies of all missing statements. The company has not provided the required information nor a valid explanation. My most recent call to XX/XX/year> I called the XXXX mortgage department and was informed that my mortgage portal is " Locked because i'm in litigation with XXXX. '' I confirmed that my account is current ( yes ), next payment is due XXXX, 2025 ( yes ) and that " my account has never been late '' ( no ). " No late fees assessed on the account? '' The rep responded, there was a late fee added in XXXX but it was reversed because the payment wasn't late. '' This conduct violates federal mortgage-servicing rules requiring a periodic statement every billing cycle ( 12 C.F.R. 1026.41 ), clear/writable disclosures ( 12 C.F.R. 1026.41 ( c ) ), and policies reasonably designed to provide timely and accurate information and respond to borrower complaints/requests ( 12 C.F.R. 1024.38 ( b ) ( 1 ) ( i ) ( iii ) ). When borrowers request information in writing, servicers must acknowledge within XXXX business days and respond within XXXX business days ( or XXXX business days for owner/assignee identity ) under RESPA/Reg X ( 12 C.F.R . 1024.36 ( c ), ( d ) ( 2 ) ). They must also provide a payoff statement within 7 business days of a written request ( 12 C.F.R. 1026.36 ( c ) ( 3 ) ). XXXX received written demand, confirmed certified mail delivered XX/XX/year> which demanded for full disclosure of terms and validation of mortgage assignment. As of today XX/XX/year> XXXX have NOT responded with the written demands. 

Blocking portal access and withholding statements unfairly interfere with my ability to understand and manage my account and appears retaliatory after I raised disputesconduct that may constitute unfair or abusive acts or practices under the Consumer Financial Protection Act ( 12 U.S.C. 5531, 5536 ). It also violates Georgia law prohibiting mortgage businesses from engaging in practices not in good faith or fair dealing or that operate a fraud in connection with a mortgage loan ( O.C.G.A. 7-1-1013 ( 6 ) ).

Harm : Loss of visibility into my account and escrow ; risk of erroneous fees, force-placed insurance, or misapplied payments. 

Time and expense chasing basic account information ; anxiety over potential credit harm due to the servicers opacity. 

Inability to verify tax/insurance disbursements or request a timely payoff if needed.

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