We have had mortgages with Bank of America for many years dating back to about XXXX. About 4 years ago we refinanced our mortgage on a 30 year ARM with a balance of {$140000.00}. Since the refinancing we have paid the balance down to about {$70000.00}. 
In XX/XX/XXXX we received a letter from the bank that they needed our most recent insurance policy naming the bank as an insured party. My insurance agent faxed the policy a requested on XX/XX/XXXX. On XX/XX/XXXX we received another letter indicating they had no record of the policy. I contacted BofA at the number provided and ultimately spoke with their representative XXXX XXXX. He acknowledged there was a miscue at the bank regarding our original fax, and provided a specific case number and direct fax line for my agent to use to send the policy. That same day, XXXX XXXX confirmed to my insurance agent that BofA had received the policy. 
On XX/XX/XXXX the bank made a premium payment of {$4500.00}, an amount more than XXXX times my regular homeowner 's insurance premium, with no explanation as to the rationale. The amount of coverage on the bank issued policy was XXXX times the mortgage balance and in excess of XXXX % of the full replacement cost of the property. The online record says the Bank 's records indicate they are responsible for paying premiums although, to my recollection, we never have had an escrow account with the bank. As a result of the payment there is a {$4500.00} deficiency in the escrow account. 
We learned of the payment by reviewing our on-line activity on XX/XX/XXXX, at which time we made phone contact with the bank. I requested to speak with supervisor and was directed to XXXX XXXX ( sp? ). After reviewing the record, she informed me she would speak with the proper authorities about reversal of the payment charged to the escrow account. She also committed to frequent contact with us concerning disposition. After no contacts from XXXX XXXX, We left phone messages on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX requesting an update. We have received no responses to our phone messages. 
We therefore seek the assistance of the CFPB. 
