Consumer complaint received 2019-04-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
InXX/XX/XXXX my ( then ) husband and I bought a house and took out a line of credit. Both of out names were on the loan. In XX/XX/XXXX, we were divorced, the deed to the home was quit claimed to me and I was making all monthly payments to Bank of America for the Equity Line. Approximately 2-3 years after I was divorced, my ex husband filed Bankruptcy in XXXX, where he was living ( I live in XXXX ). At that time, I spoke with Bank of America about this loan as I had received notification that the loan was now with the bankruptcy dept due to his name being on the loan and his filing for bankruptcy. At the time I disputed this with BofA, stating I was making all the payments so the loan was still in good standing regardless. The Bank representative told me " it didn't matter '' that the loan was with the bankruptcy dept and all I had to do was continue to make payments and all would be the same, which I did. I also had them remove all of my ex husband 's personal information from the account so I would be the contact for any correspondence regarding this account. 
I stopped receiving statements on this account approx 8-10 months ago and thought it was due to me going " paperless ''. I went to the bank branch I use a few months ago just to make sure all was in order with this loan, and the Bank manager looked up all the payments but couldn't definitively tell me why this loan was no longer noted on my online banking. She told me she would research it and get back to me. She did not. 

I now have my house under contract to be sold, and contacted the bank to get pre-approved for a mortgage of XXXX. My income is over 100K annually, so this should not be an issue. The last time I checked my credit status ( over a year ago ) it was XXXX. I was contacted by a Bank of America Loan officer and after running my credit I was told my credit was in the 500 's because the Equity Line was showing up as delinquent. I explained to her that that's impossible, I have been paying all along, and she told me to contact the Bank. 

I went straight to the Bank and filed a " credit dispute '' which I was told can take up to 30 days and still does not guarantee a positive response. Also, I was told today that the Equity Line was " XXXX '' in XX/XX/XXXX, which I was never informed of. Not once have I received any updates, requests for additional funds, or information about this loan via email or USPS or telephone regarding a change status on this account. I have continued in good faith to pay on this loan and all this time the bank never notified me of any changes, and when I did inquire on the status of this account, was given no answers. 

I need this resolved now - I have no faith in the B of A process at this point - I was doing exactly as I was advised to do by the bank and was never informed that this loan had any issues at all. I further stated that their erroneous credit reporting was ruing affecting my ability to conduct business ... .the only response I got was " we will look into it ''. 

Now this issue is holding up my ability to get a mortgage as well as selling the house that will pay off the loan ... Help please!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation