Bank of America mortgage complaints rose to 599 in a year
The CFPB recorded 599 Bank of America mortgage complaints in the latest year, up from the prior year. The national bank services home loans and succeeded BAC Home Loans Servicing, formerly Countrywide. Mortgage service: 800-669-6607. Mail payments to the address on your current statement.
Next edition expected January 2027
Bank of America mortgage help and letter routes
The bank has separate pages for home loan assistance, existing mortgage service and formal written requests.
Bank of America home loan assistance
1-800-669-6650The assistance page gives weekday hours of 8 a.m. to 8 p.m. Eastern.
Listed on homeloanhelp.bankofamerica.com · checked Oct 23, 2026
Bank of America existing mortgage service
1-800-669-6607The existing-mortgage contact page gives weekdays 8 a.m. to 9 p.m. Eastern.
Listed on bankofamerica.com · checked Oct 23, 2026
Notices of error and requests for information
Bank of America
Attn: Notice of Error & Request for Information
P.O. Box 942019
Simi Valley, CA 93094-2019
The bank expressly names this box for notices of error and requests for information. It is different from an application address.
Listed on homeloanhelp.bankofamerica.com · checked Oct 23, 2026
The bank’s FAQ gives separate payment-question hours. The existing-mortgage line above follows its current contact page. A transfer notice names the current servicer if the loan moved.
Bank of America’s assistance route is different from its complaint route
The bank’s assistance page lists the same help number for forbearance, loan modification, home equity assistance, short sale and deed in lieu. These are different possible ways a servicer may address hardship. The bank decides what it can offer after reviewing the loan.
The mortgage assistance application gives an application route. The Simi Valley box above is the bank’s address for error notices and information requests.
Bank of America has a higher hardship-complaint share than typical mortgage companies
The CFPB records 1,008 Bank of America mortgage complaints received from January 1, 2025, to October 20, 2026. The bank answered 99.90% on time. The median among 41 other companies with at least 200 complaints in that window was 99.94%.
On-time response measures timing, while the issue chart describes what consumers reported.
Since May 2017, struggling-to-pay complaints are 28.8% of the bank’s mortgage complaints, versus a 23.1% median across 74 eligible peers. Application and refinancing complaints are 15.9%, against 9.8%. The chart shows the full issue mix.
Bank of America hardship complaints: 28.8%, above the typical company’s 23.1%
Share of mortgage complaints by issue, May 1, 2017 to October 20, 2026
This company Median of other companies
Trouble during payment process
Struggling to pay mortgage
Applying for a mortgage or refinancing an existing mortgage
Closing on a mortgage
Incorrect information on your report
Problem with a credit reporting company's investigation into an existing problem
Entrance to the Consumer Financial Protection Bureau in Washington, D.C. CFPB contact page
Bank of America had 474 complaints through October 20
The CFPB recorded 474 complaints from January 1 through October 20, 2026, compared with 409 during the same days of 2025. The annual bars show the longer history.
The CFPB reports 82.1% closed with an explanation and 4.7% closed with monetary relief from January 2025 through October 20, 2026. The data provide no count of loans the bank serviced. The annual chart below shows how the received count changed over time.
Bank of America received 474 complaints through October 20, 2026
CFPB mortgage complaints received by year; 2026 is incomplete
Bank of America drew 599 complaints in the latest year
The CFPB recorded 599 mortgage complaints under “BANK OF AMERICA, NATIONAL ASSOCIATION” from October 21, 2025, through October 20, 2026. The same label had 493 from October 21, 2024, through October 20, 2025.
These are equal windows by received date. The chart compares the two periods; the annual chart above shows longer history.
The latest Bank of America count exceeds the prior year
Mortgage complaints received in equal 12-month windows
When Bank of America stops servicing a loan
A servicing transfer changes where future payments go. Regulation X requires the notices to identify the new servicer and effective date.
Bank of America’s contact page covers existing mortgages it services. Its application and error-letter addresses have different purposes.
Assistance, a written error request and a complaint serve different purposes →
Assistance, a written error request and a complaint serve different purposes
The bank’s assistance line discusses payment difficulty. Its FAQ names a separate Simi Valley box for formal error notices and information requests. The contact cards above keep those routes apart (bank assistance; bank FAQ).
The CFPB complaint form asks the bank for a response. Independent HUD-approved housing counseling is available without a counseling fee.
USAGov lists the state consumer protection offices that accept reports of deceptive mortgage practices. The CFPB also lists state bank regulators. The office for a particular loan depends on its state and the company’s license.
The 2012 servicing settlement and Bank of America’s later mortgage orders
BAC Home Loans Servicing, formerly Countrywide Home Loans Servicing, merged into Bank of America, N.A. in 2011. The bank succeeded that servicing company. The actions below cover the bank and that predecessor, with money to governments and borrowers stated separately.
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Nov 28, 2023
Consumer Financial Protection Bureau Consent order
The CFPB found Bank of America inaccurately collected and reported mortgage-application data under the Home Mortgage Disclosure Act.
Admitted wrongdoing? Bank of America consented without admitting or denying the findings or legal conclusions, except facts establishing the CFPB’s jurisdiction.
$12 million civil penalty paid; no borrower restitution stated in this order.
Status: The CFPB terminated the order June 5, 2025, after the bank fulfilled its obligations, including paying the penalty. · CFPB Bank of America HMDA action
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Aug 21, 2014
U.S. Department of Justice Federal and state settlement
The 2014 resolution addressed mortgage-backed securities and loan origination before and during the financial crisis.
Admitted wrongdoing? Bank of America acknowledged misrepresentations about loan quality in the settlement, according to the Justice Department.
About $9.65 billion in cash payments, including the $5 billion FIRREA penalty, plus a separate $7 billion consumer-relief commitment. The cash went to federal and state recipients; the relief was for consumers.
Status: Historical settlement. The package combined federal payments and consumer relief. · Justice Department 2014 settlement
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Jan 7, 2013
Office of the Comptroller of the Currency and Federal Reserve Independent Foreclosure Review payment agreement
Bank of America joined the 2013 agreement replacing loan-by-loan foreclosure reviews for eligible 2009–2010 foreclosure borrowers.
Admitted wrongdoing? The agreement addressed earlier servicing and foreclosure practices; it was not an adjudication of each borrower file.
The Federal Reserve agreement required $1.13 billion in borrower cash payments and $1.76 billion in foreclosure-prevention assistance from Bank of America. These were borrower benefits, not a government penalty.
Status: The Federal Reserve reports completion of the payment program in January 2017. · Federal Reserve Independent Foreclosure Review report
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Apr 4, 2012
U.S. District Court for the District of Columbia National Mortgage Settlement consent judgment
The federal government and 49 states resolved mortgage-servicing and foreclosure allegations against Bank of America and other large servicers. Bank of America agreed to national servicing standards and borrower relief.
Admitted wrongdoing? The consent judgment resolved claims without a trial finding on each allegation.
The judgment required $7.63 billion in consumer relief, $948 million in separate refinancing relief and a $2.38 billion cash payment. The cash included a borrower payment fund and government payments; these were separate obligations.
Status: The monitor confirmed the consumer-relief and payment requirements in March 2014. Oversight of the original servicers’ servicing standards ended in 2016. · 2012 Bank of America National Mortgage Settlement consent judgment
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Mar 22, 2012
Federal Trade Commission Supplemental consent judgment against BAC Home Loans Servicing, LP
The FTC alleged that BAC Home Loans assessed or collected $36.1 million in improper default-related fees while borrowers were behind on their mortgages. BAC had formerly operated as Countrywide Home Loans Servicing.
Admitted wrongdoing? BAC Home Loans did not admit the FTC allegations in the supplemental order.
The FTC alleged $36.1 million in improper fees. BAC reported $28.04 million reversed or refunded; the order required $8.06 million more for borrowers. No government penalty was stated.
Status: BAC said it had already reversed or refunded $28.04 million. The 2012 supplemental order required another $8,058,010 for borrowers. · FTC 2012 supplemental Countrywide order
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Jun 15, 2010
Federal Trade Commission Consent judgment against Countrywide Home Loans and BAC Home Loans Servicing
The FTC alleged Countrywide and BAC inflated default-related servicing fees and mishandled loans of borrowers in bankruptcy. The order specifically said its complaint did not allege wrongdoing by Bank of America, N.A.
Admitted wrongdoing? The defendants did not admit the alleged wrongdoing or legal violations in the order.
$108 million ordered to an FTC consumer relief fund, not a government penalty.
Status: The FTC mailed 450,177 refund checks worth nearly $108 million in July 2011. · FTC 2010 Countrywide consent judgment
The 2012 National Mortgage Settlement and 2013 foreclosure-review agreement had different recipients and periods. The 2010 and 2012 FTC amounts were borrower relief; the 2023 CFPB $12 million was a government penalty.
Where to turn with a Bank of America mortgage question
Start with the bank route matching the issue. Free independent counseling is also available below.
- 1
The assistance line takes payment questions
You can ask about home loan assistance at 800-669-6650, the number the bank publishes for that purpose.
Source: Bank of America assistance
- 2
Existing mortgages have a separate service line
You can ask about an existing mortgage at 800-669-6607, the bank’s mortgage service number.
Source: Bank of America mortgage contact
- 3
Formal servicing letters have a designated address
You can use the Simi Valley box printed above for a notice of error or information request, as the bank’s FAQ describes.
Source: Bank of America FAQ
- 4
Check the latest statement
The bank’s mortgage contact page covers loans it services. Regulation X requires a transfer notice to identify the new servicer and effective date.
- 5
Put a servicing error in writing
The bank’s FAQ identifies the Simi Valley box above for error notices. Regulation X requires written notice of a designated address and its listing on servicing websites that give contact addresses.
- 6
Use an independent complaint route
The CFPB database labels this bank “BANK OF AMERICA, NATIONAL ASSOCIATION.” USAGov lists state and federal mortgage complaint routes.
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Questions about Bank of America
Where does a Bank of America notice of error go?
The bank’s FAQ names P.O. Box 942019, Simi Valley, CA 93094-2019, with “Attn: Notice of Error & Request for Information.” The full address and source appear above.
Does an on-time CFPB response prove the issue was resolved?
No. It means the bank responded within the CFPB’s timing field. The database does not determine whether the complaint was correct or the outcome satisfactory.
Which Bank of America number is for mortgage hardship?
The bank lists 800-669-6650 for home loan assistance. Its existing-mortgage service line is 800-669-6607. Both routes and their sources appear above.
Is the 2023 CFPB mortgage-data order still active?
No. The CFPB says it terminated the order on June 5, 2025 after the bank fulfilled its obligations, including paying the $12 million penalty.
Did the $7 billion consumer-relief commitment go to the government?
No. The 2014 Justice Department agreement had about $9.65 billion in cash payments and a separate $7 billion consumer-relief commitment.
Protect yourself from scams
The FTC and CFPB describe these warning signs and the rules behind them:
- Upfront fees for promised relief are a warning sign. Under FTC mortgage-assistance rules, most companies that sell mortgage help cannot charge until a homeowner accepts a written offer from the mortgage company or lender. A separate FTC rule covers debt-relief companies that sell by phone and ties fees to a completed debt arrangement. It bars a fee until at least one debt has been settled or changed, the customer agrees to the arrangement, and the customer has made a payment under it. The FTC describes a narrow exception for lawyers who give help as part of the practice of law and are licensed in the state where the client or dwelling is. The lawyer follows that state's rules for attorneys, and advance fees are placed in a client trust account before services begin under state trust-account rules.
- HUD-approved foreclosure-prevention counseling is free. HUD’s national counselor line is 800-569-4287. The CFPB counselor finder lists agencies and their services. If an organization charges for help described as free HUD counseling, the CFPB finder can verify the agency and its listed services before any payment.
- A request to sign over a deed is a warning sign. The CFPB identifies title-transfer schemes among foreclosure-relief scams. Signing over title can mean losing ownership of the home; a lawyer can explain what a proposed document would do.
- Foreclosure protections depend on timing and the loan. Regulation X generally bars the first foreclosure notice or filing on a principal-residence loan until the borrower is more than 120 days behind, subject to exceptions. A complete assistance application can delay some foreclosure steps, but that depends on when it arrives; it does not necessarily stop every step. The CFPB warns about promises to “save” a home.
Free help if you're behind
Housing counselors approved by the U.S. Department of Housing and Urban Development work at nonprofit agencies. The Consumer Financial Protection Bureau describes free foreclosure-avoidance counseling, including help with mortgage-company conversations and available options Source CFPB.
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HUD-approved housing counselors
Our help directory lists 1,010 agencies approved for foreclosure counseling, by state.
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Legal aid
Nonprofit law offices give free civil legal help to people with low incomes. Our help directory lists the 120 offices the Legal Services Corporation funds.
Every figure on this page, with its period and the Consumer Financial Protection Bureau filter behind it, in one file. Free to use with credit to American Default Research.
Sources and method
We gather the data, run the numbers and research each company ourselves. We counted mortgage complaints the CFPB received under the CFPB company name “BANK OF AMERICA, NATIONAL ASSOCIATION” through October 20, 2026. The 2026 annual bar ends October 20. The two-window chart covers October 21, 2024, through October 20, 2026. Issue shares use May 1, 2017 through October 20, 2026 and compare this company with the median across 74 eligible peer companies with at least 200 complaints in that period. Recent response shares use January 1, 2025 through October 20, 2026 and compare with the median across 41 eligible peers with at least 200 complaints in that window. The comparison includes Valon Technologies, Inc., which has no profile in this directory. The CFPB does not verify complaint allegations. We lack the company’s serviced-loan count, so these are not complaint rates. Updated: October 2026 · Next review expected: January 2027.
What this page relies on (22 sources)
- Consumer Financial Protection Bureau, Consumer Complaint Database Mortgage complaints about the company, received through Oct 20, 2026. Our counts from the CFPB's complaint records.
- Mortgage assistance
- Existing mortgage contact
- Error-letter FAQ
- HMDA consent order and termination
- 2014 settlement
- Consumer complaint publication and verification limits
- How to submit a CFPB complaint
- Housing counselor search
- 2012 FTC BAC Home Loans supplemental order
- 2010 FTC Countrywide order
- State consumer protection offices
- Find a state bank regulator
- Mortgage error-resolution rule
- Where to complain about a mortgage company
- National Mortgage Settlement consent judgment
- National Mortgage Settlement servicing oversight
- 2013 foreclosure-review payment agreement
- SEC filing confirming July 2011 BAC merger
- 2011 Countrywide homeowner refunds
- California DOJ National Mortgage Settlement completion status
- Board of Governors of the Federal Reserve System: 2014 foreclosure-review allocation table
We write with assistance from AI tools. Figures come from the data and sources named on this page.