Bank of America review: My home modification loan

I had a home equity modification w/BOA that I took my last resources to pay off recently. I followed up by calling a BOA rep & they confirmed that they had received payment, they'd close my account & issue out payoff documentation. I awaited the documentation but it never came. So, I went to their website to check on my account. What I saw confused me. The account was not closed, as I requested and they had added fees, etc. My daughter actually went online & paid the fees for me but when I noticed they didn't honor her payment. I paid them instead and they still didn't close the account. I called & spoke to additional BOA reps and was told that there were additional fees I needed to pay and that a lien was on my home. This is the first I've heard of this. Also, they changed my account numbers at one point and I was never given any explanation of why they did this. When, I spoke one of the reps recently they said something about my account was changed from one type of loan to another which made no sense to me. How are they able to get away with all this? If, I owed fees, etc. why didn't they tell me before & agree to close my account and agree to issue out payoff documentation? Something isn't right here.