Completed Trial Mortgage Modification with Bank of America. Informed by Customer Representative additional money would remain in Partial Balance until full payment was transferable as payment. Received call on XXXX XXXX, 2015 from new Customer Representative asking about XXXX payment. Informed her that I would like money transferred from Partial Payment used as XXXX Payment. Customer Representative and I spoke to a couple of people, before we were informed that the money had been applied to Principal. I questioned why this was done after adjustments had been made after Trial period and requested to have money moved back. Heard circular reasons and Customer Representative being on the account as to why it could not be done. Customer Representative said she would speak with her supervisor. Requested she explain my concern, when she was not able to adequately explain my concerns, I requested her Supervisor 's name and number. Left message for Supervisor that was never returned. Customer Representative called on XXXX XXXX for scheduled follow-up. She apologized for prior Customer Representative giving me inaccurate information, but money applied to Principal was not able to be transferred back until XXXX payment was made and she was removed from account. 
