Consumer complaint received 2019-04-18 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
( case worker ) XXXX XXXX spoke to the modification after receiving my new XXXX XXXX   modification papers as, unfortunately they put escrow into the loan and I pay my own taxes and insurances. Modification dept. agreed for me to pay the amount of {$370.00} which was principle and interest only. I was required to make 3 trial payments which i did. CHECK # 1,2 and 3. I then attempted to speak with my case manager ( XXXX XXXX XXXX to see where the corrected paperwork is. She said it would be coming but I should make the XXXX payment also. i attempted to make the XXXX payment, and asked to speak with my case manager but she was unavailable. XX/XX/19 spoke with another case manager XXXX and was told to make a check on the phone. He made several attempts to do the check on the phone and said they did not go through. he finally assured me that 1 did go through and gave me a confirmation number. the next day I was informed that not only did the 1 authorized payment go through BUT 7 other payments went through costing me {$2900.00} in unauthorized payments. My bank ( XXXX ) paid all 8 checks by depleting my savings account. After taking all my funds I had a negative balance of - {$390.00}. this " mistake '' or " fraud '' also resulted in insufficient fund charge of {$34.00}. XX/XX/19 Called XXXX XXXX who put me on a 3 way call with XXXX and it was agreed that upon receipt of the cancelled front and back of the 8 checks, all would be refunded by over night mail. I faxed all paperwork the same day. i have not received anything yet. I called the next day and XXXX was not available again, so i spoke to XXXX, and after explaining everything told me she sent everything to her contact and would get back to me today. instead of her getting back to me, XXXX called my house 2 times asking for payment. I then called the bank and spoke to XXXX who after telling him my story basically implied I was a liar and said the bank did not call. ( I have caller ID and this can be proven ) then he conveniently tried to transfer me to someone else and " dropped the call ''. this is a continual thing with the customer service just " dropping the call '' and having to recycle through the whole bit again. Bank of America has been continuously dishonest and now XXXX tells me that my refund will not be overnighted, nor will it be 7-10 days, that it may be 10-14 days until I can recover my " stolen '' money. My husband and I need this money as we are now penniless and have no means available to pay for our medications and food. I would appreciate any help in getting this bank to acknowledge their mistake and made a speedy refund of my money. I would also like them to stop harassing me for a payment that was on time and now needs to be refunded before I can go any further with payment. Thank you.

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 monetary relief