Consumer complaint: My loan is currently serviced by Bank of America. Bank of America has failed and has refused to act on an approved department of justice principal forgiveness program which I was approved for on XX/XX/XXXX. On XX/XX/XXXX a complete modification package was submitted to Bank of America 's loss mitigation department to determine if I may be eligible for any loss mitigation options. On XXXX XXXX, 2015 an Account Manager by the name of XXXX XXXX was assigned to my loss mitigation review within Bank of America. On XXXX XXXX XXXX XXXX at Bank of America confirmed that the loss mitigation review was in place and that the file was currently in review for any loss mitigation options which may be available to me. On XXXX XXXX XXXX XXXX at Bank of America confirmed that the loss mitigation review was in place and that the file was currently in review for any loss mitigation options which may be available to me. On XXXX XXXX XXXX XXXX at Bank of America advised that my loan was approved for the Department of Justice principal forgiveness program and that I should be receiving a letter in the next couple of days from Bank of America which would explain the decision. XXXX XXXX advised that there was nothing else for me to do at that time and that the amount of {$89000.00} would be forgiven by Bank of America. On XXXX XXXX I called Bank of America and spoke to XXXX XXXX which confirmed the principal forgiveness approval. I advised XXXX XXXX that I had yet to receive any letters and requested for her to please resend the letter or to please mail it to my Attorney which is authorized on my account. On XXXX XXXX I called Bank of America and spoke to XXXX ID # XXXX which then transferred me to XXXX XXXX. XXXX XXXX confirmed the principal forgiveness approval. I advised XXXX XXXX that I had yet to receive any letters and requested for her to please resend the letter or to please mail it to my Attorney which is authorized on my account. On XXXX XXXX I received the letter from Bank of America via U. S. Mail. On XXXX XXXX I called Bank of America and spoke to XXXX ID # XXXX which confirmed the principal forgiveness approval. The reason for my call was to ask how long it may take before the satisfaction of mortgage is recorded with the clerk of courts. XXXX XXXX mentions that it may take 90 days from the approval date of XXXX XXXX, 2015. On XXXX XXXX, 2015 I called Bank of America and spoke to XXXX ID # XXXX which confirmed the principal forgiveness approval. The reason for my call was because I was told from previous conversations with Bank of America that it takes 90 days for the satisfaction of mortgage to be recorded with the courts from the date of XXXX XXXX. I mentioned to XXXX that it has now been over 90 days. XXXX advises that it may take longer at times and to call again in 30 days if it has not been recorded. On XXXX XXXX I called Bank of America and spoke to Debra ID # XXXX which advised that they have reversed their decision on the approval of the principal forgiveness as the letter they say they mailed to my home was returned to Bank of America as undeliverable. I feel that this decision by Bank of America is unfair. I received the letter via US Mail so I am not sure what other letter they mailed to my home. And if I received XXXX letter why would I not receive the other letter. Maybe the post office lost it. Why would that be fault of mine? The approval letter from Bank of America dated XXXX XXXX which I received at my home mentions that I do not need to take any further action to accept this offer. The letter also states that my home loan account balance will automatically be forgiven unless I call XXXX before XXXX XXXX to decline the offer. I have actually called Bank of America numerous times before XXXX. 

Company response: Company chooses not to provide a public response