Consumer complaint received 2017-05-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Time Sensitive- Thursday,  XXXX   XXXX ,  XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX  SC  XXXX  (  XXXX  )  XXXX   XXXX  XXXX  XXXX   Complaint Against  Bank of America  Here is a s hort summary of the events that I have been going though since I got a loan with Country Wide  dba   Americas Whole Sale Lenders, and Bank of America Server  .   In  XXXX  I got behind on my payments. I started getting very nasty calls from Bank of America from  XXXX . The calls would be all day long from the hours of  XXXX    XXXX   to  XXXX    XXXX  . If I did not answer a call then I would ge t 3 to 4 calls an hour until I did answer. These came fro m a Texas phone number. I contacted Bank of America who was now the servicer of the loan after the merger with Country Wide. I could not get anyone to tell me how or where I could apply for a loan modification. They transferred me to  one per son after another. In  XXXX   XXXX  I offered to pay {$20000.00} on the past due amount of {$25000.00} then every month I would pay a fe w hundred m ore on the monthly payment until the remaining {$5000.00} was paid off. They said they would take the {$20000.00} but I had  three mo nths to pay the remaining, plus the normal amount of the house payment. I could not do this because as a   XXXX   XXXX   XXXX   who was hit very hard in the recession I could not guarantee the extra amount that they wanted.I did not even get a cas e manager  until  XXXX . Then account managers started to change about every 90 days some months did not even have a case  manager.  Then when I got a new case  manager I  would have to explain things all over again. So it was like every 90 days a undo of anything that had been done by my prior account manager.   Then once my business picked up I started asking for a loan modification. I had seen th  XXXX   Affordable Home Care Act was to help people in my   situation. Nothing came of my requests.   Bank of America filed a paper in  XXXX  that they where the  Mortgagee of my home loan with t he  XXXX   county Clerk of Court. T hey then processed with Foreclosure actions. I was not given a trial period to see if I could qualify for a loan modification which I was still asking for.   In  XXXX   XXXX  We had a house fire and was transferred to another department where I talked to  XXXX  to notify Bank of America that there had been a house fire. Only after that did the phone calls from collection department slow down. Bank of America left flyers on the door, I would call them right away to inform them the house was still lived in. A t one  point they said the house was vacant and sent a person to cut the grass. I had paid a lady to cut the grass so it was not needed, this person they sent started cutting the grass and they hit the heating and air unit and knocked it off the foundation. Then shortly after within two weeks the Heating and air units had been stolen.   In  XXXX   XXXX  I went to the hearing at the Master of Equity of  XXXX   County f or the ruling with Bank  of Americans Lawyers. The Judge   XXXX   would not allow me to show or say  anything in this court. The final ruling was the house was to be sold. I could not find an attorney willing to take the case.   Then in  XXXX   XXXX  Bank of  American fi nally let me apply for a loan modification. I faxed all papers for the  Loan h elp program - It came back denied  XXXX   XXXX .   Ban k of American h as wrong information about the house including the square footage of  XXXX  which it 's  XXXX , It 's a brick home, not vinyl,  XXXX  bedrooms  XXXX  baths, not  XXXX  bed  XXXX  baths so on and so on.By Bank of America putting this wrong information in the mortgage file as well as into the courts, it makes it look like I owe a lot more than the value of the house.I asked my account manager what they had in the system as the value of my home they replied {$150.00}. This was a total shock to me as it was appraised at over {$350000.00} when I bought the house. I thought they had that with the loan papers. That alone helped me realize what they were seeing in their system, this information was not correct and why they were not willing to help  me.No one , not even a lawyer would help me. I feel this wrong information was a crime against me to keep me from saving my home I was able to stop the sale of the house because I did not have a case  manager.  Then the house was sold but then they had to undo the sale In  XXXX . I faxed papers each time they sent them and this was many times for  Loan mo difications and the  Loan  help program - It came back denied   XXXX   XXXX    or some just came back denied. I did not ever have a   XXXX   XXXX   loan,   XXXX   XXXX   was the investor only.   XXXX   XXXX   said at any time Bank of America as the loan owner could do a modification.   I filled for  Chapter   XXXX  in  XXXX  Bank of America refused to be part of the Bankruptcy,  My  lawyer had me fill for a loan modification at this time. I got a call they needed more information. I faxed it to them within  24  hrs I get a letter I am denied because of its   XXXX   XXXX    Loan. Tol d by Bank of America you can not have  XXXX  Government loans. Again I do not have a   XXXX   XXXX   loan. During this time Bank of  American did  another home appraisal wrong information again but this time {$220000.00} home value. I tried to talk to them again and show proof the information was wrong. They approve a short sale with deficiencies. The sale of the home at this amount would leave me owing Bank of America money.    XXXX   XXXX   Went to Master of Equity Court h earing where final sale date was set to be  XXXX   XXXX . During this hearing, they waved all deficiency 's against me. At the  Auction  Bank of America bought my home at the sum of {$290000.00}. Why would they pay more than what they said the house was appraisal was for? Now they have control of the house on the website the square footage is correct at  XXXX  sqft. I was also applying at the time of the sale for a loan modification, After making a complaint. They called me on Wednesday to tell me to have the paperwork in with my yearly taxes no later than Monday. She submitted a request to postponed the sale. We had a storm that knocked out the power in the area and it made national news so, I was unable to fax the paperwork till late Monday evening due to the power outages. I got a letter dated  XXXX   XXXX ,  XXXX  that they need more time for my loan request. This letter came after they sold my home.   I have kept a detailed list of everyone I talked to and on what dates. I also on  XXXX  I requested a copy of my full mortgage file including, all  Notes, recordings, paperwork all details of my acco unt.   Here is a sample of the ordeal I have gone through and the run around Bank of America has done.    XXXX  I faxed the first loan modification paperwork to them. Now, this was only allowed after they had foreclosure hearing in the  XXXX   County Master  of Equity Courts. They would not all ow me to apply for a loan modification prior to that time. I called other Banks to get it done and they said I had to work with Bank of America. I could not even get a lawyer to touch this with a ten-foot pole.    XXXX  Bank of America wanted more information that was also faxed in as well  XXXX   XXXX  Got  XXXX  letters from Bank of America dated the same day came at the same time the  1st le tter was telling me what would happen next after they were processing the loan modification paperwork. Th e 2nd  Was to inform me that they could not do a loan modification because it was a   XXXX   XXXX   loan.    XXXX  Talked to a  XXXX   XXXX   XXXX  at  XXXX  explained for me to fax her the information which I did to. A fax was sent to  XXXX   XXXX  # on every page.    XXXX   XXXX   XXXX   XXXX   XXXX  wanted more information so I again sent the information requested to  XXXX .    XXXX  at  XXXX    XXXX    XXXX   XXXX   XXXX  did call and she informed me she had gotten the information that was sent. If I was approved the next step would be to pay 3 months payments after that the payment interest would go down to 2 % instead of the 6 % which would drop the interest on the payments a great deal. This was exciting news as it was looking good she said she saw no problems with the paperwork.    XXXX  another hanger left on the door to contact Bank of America so I called  XXXX   XXXX   XXXX  to see if there was a problem and was able to leave a message that I was calling due to the flyer left on the door.    XXXX  Another packed from Bank of America arrived that looked just like the ones I had filled out prior I filled those out and sent those back as well.    XXXX  Tried all day to reaches  XXXX   XXXX   XXXX  left messages on her voice mail.  XXXX   XXXX   XXXX   XXXX ,  XXXX  :  XXXX ,  XXXX  :  XXXX ,  XXXX    XXXX    XXXX  Called  XXXX   XXXX   XXXX  and called again repetitively leaving messages for her to please call me to let me know whats going on.    XXXX   XXXX   XXXX   XXXX  did call back wanting more information on  XXXX   XXXX  my common law husband and how much income he was putting towards the house. She was mailing me a form letter to fill it out and return it when the letter was received.    XXXX  There was a voicemail message left for me on my phone from  XXXX  Message code was  XXXX .    XXXX  Called  XXXX   XXXX   XXXX  at  XXXX  to ask if she got the faxed information I had sent,  XXXX   XXXX   XXXX  informed me it takes s 24-48  hrs for faxes to upload to the system. She asked if I had received the packet she sent, I replied at this time no.    XXXX  I called  XXXX   XXXX   XXXX  to inform her that the forms had come to please give me a callback.    XXXX  I called at  XXXX   XXXX   XXXX   XXXX  again asking for a return call and then again at  XXXX   XXXX  Called for an appeal for the Makin g Homes Affordable a t  XXXX , they told me in  3-4 d ays they are calling back to see if I can have an appeal.    XXXX   XXXX   XXXX  called to introduce herself she be collecting my information for the underwriting department.    XXXX   XXXX   XXXX  called to say I was denied the loan modification no reason was given.    XXXX  called  XXXX   XXXX   XXXX  set up a time for her to call  XXXX  She called and said I would be getting a letter of explanation,  XXXX   XXXX   XXXX  told me about the SC Help program that was helping people that were the hardest hit.    XXXX   Called  Bank of America to let them know that the SC help program would be working with me  XXXX  Called  XXXX   XXXX   XXXX  about the letter at  XXXX    XXXX   she said to take the investor letter to the SC Help Program. I asked is there anything else that I can do she said she was not sure why they said it was a   XXXX   XXXX    lo an it 's not she told me again to take the investor letter to the SC Help Program.    XXXX  Took over a month for the investor letter to reach me in the mail. I called  XXXX   XXXX   XXXX  again asking for the payoff of the mortgage as to date I needed this information for the SC Help Program.    XXXX  called the  XXXX  and the Home Owners  Hotline talk ed to  XXXX   XXXX  at  XXXX  ext  XXXX   XXXX   XXXX  did a   XXXX  way call with Bank of America to talk about the Home Loan and  XXXX   XXXX   XXXX  would not allow  XXXX   XXXX  to stay on the line with us as we talked about the home loan.    XXXX  Bank of America wanted a Debt to  Income  ratio report done by me and the information to be sent to  XXXX   XXXX .    XXXX   XXXX   XXXX  was called I wanted information about the sale date of the house and more information on the status of the loan. She called bac k 1-2  weeks later.   Called Bank of America they transferred me to   XXXX   XXXX   Department at  XXXX   XXXX  They also wanted a debt to ratio report done. I did what they asked. I have a   XXXX   XXXX   XXXX   degree I know if I can afford the loan or not  XXXX  An appointment was made through Bank of America for  XXXX   XXXX   to call  me from  XXXX  She said she said she put a hold on the sale.    XXXX  Received letter loan was in review  XXXX  Received letter loan was in review  XXXX  Called   XXXX   XXXX   XXXX   that was handling the foreclosure for Bank of America they referred me to the Loss Litigation department at Bank of America  XXXX  a  XXXX  answered. She transfered me to the Foreclosur e Escalations De partment with Bank of America.   I consulted a  Real Estate  agent to see about putting the house on market she said since it was in foreclosure Bank of America would take it over and do a short sale on the house. They had the wrong information and low appraisals on the property so I was unable to do that as they had a Deficiency judgment against me.   The lady at the Foreclosur e Escalations department   wanted to know why when I had a credit to my account of  XXXX  I did not make any payments, This was a shock to me as I had sent in payments before and they had always been returned. I was not aware that I could have made payments at this time. The  XXXX  was a Hold on the Check to the fire   contractor that had been making repairs to the home.
Bank of American called the contractor that was doing repairs on the house and told him m  y personal information that I was in foreclosure. Then, of course, he stopped all work on the house.    XXXX   XXXX   XXXX   XXXX  Called at  XXXX   XXXX  I ask her for a new appraisal because the information on the appraisal was wrong the square footage was wrong it was way to small listed, the type of house was a brick, not vinyl, Her reply was  No . I told her I would like to sell the home she said she can not postpone a hearing. She said but the sale date for the house she can. So go to the hearing and then let her know what was the outcome. She transferred me to the Foreclosure Department and they were no help at all again a transfer to nowhere.    XXXX   Central Escalate Depa rtment was called they will call back in 5 business days.  XXXX   XXXX , she will research the loan information and see what can be done with was at  XXXX     XXXX     XXXX  at  XXXX   XXXX  I got a call from  XXXX   XXXX  she informed me she left a message for  XXXX   XXXX   XXXX   XXXX   who was handling Bank  of American fo reclosures to give her a call. She said she did not have the power to stop the sale date of the house, but that the affordable home care act modification and  XXXX   XXXX  could. I then called  XXXX   XXXX  line and the voice message was no longer her ext just numbers. Come to find out she was no longer my account  manager,   seems I did not have e one a fter making call after call after call to her.    XXXX   XXXX   XXXX   XXXX  's called He talked to me about the loan modification would be overnighted would have it by Friday. So again fill out papers and send back in.  XXXX   XXXX  's was trying to do a   XXXX  -way call with the Foreclosure department to talk together with them about the loan account. We got cut off after being put on hold, he called back to me told they Refused to talk to me about my account he was shocked as well as I was.  XXXX  said I have never heard of this before!    XXXX  called back got a  XXXX   XXXX  she told him to have me  send loan  the paperwork into him.    XXXX   XXXX  called back to let me know he had gotten the faxed paperwork and would be working on it  XXXX  I called and left messages for  XXXX   XXXX  to please call me back, then I called Customer Service and a lady answered I ask her if she could check my account and see if they fax I had sent if  XXXX   XXXX  had received. She replied us it was uploaded on Friday. Now this threw up red flags for me as I had been told in the past many times it takes  24-48  hrs to show up in the system and it was there the same day!  XXXX  called me back this day to inform me that he had put into the Escalation department a hold on the sale of the house.  XXXX  wanted his s manager   XXXX   XXXX  to contact me his number was  XXXX .    Called Bank of Am erica and talked to a  XXXX , I told him will someone please work with me on this. Then at  XXXX  I called  Home Retention  at  XXXX .  XXXX  was supposed to call me back at  XXXX  am on the sale date of  XXXX   XXXX . I called and was transferred to the Foreclosure department at  XXXX  no one answered so I called and left  XXXX   XXXX  a detailed message on what was going on and what could be done.    XXXX   XXXX  called at  XXXX  he said he did the request to stop the sale of the house on Monday to the foreclosure department that he had been in training all day the day before. The foreclosure department notified  XXXX  that his request had not been in time and he tried to explain he was in training and they would not let him out to handle this until he did the paperwork.    XXXX   XXXX  tried to call the lawyers of   XXXX   XXXX   XXXX   and said that the number had been changed from t he one  he had on file. He told me to call the  Real Estate Owned Depa rtment I did and got  XXXX   XXXX .  XXXX   XXXX  said to call the   XXXX   XXXX   XXXX   XXXX   to see if there was a redemption period for my state. The clear of the court was clueless on what  XXXX   XXXX  was wanting.    XXXX  Talked to  XXXX  at  XXXX  ext :  XXXX  at Bank of America, He said he would research my mortgage account about my account  manager being changed and me having to go withou  t one , I also being under review for a loan modification and the sale date being postponed.    XXXX   XXXX  was called and said that he was going to take to the   XXXX   XXXX   XXXX   attorney and after he was done he call me back, He did and told me that the lawyer that had handled the case in the past was no longer with   XXXX   XXXX   XXXX   He talked to the lawyer about the bid for the house being withdrawn from the foreclosure department.    XXXX   XXXX  said he has not heard anything back from   XXXX   XXXX   XXXX   who handled the sale of the house for Bank of America. He said he needs a letter from me giving him permission to talk to   XXXX   XXXX    XXXX   on my behalf. I called him back the same day to let him know that I had sent the letter that would give him the right to talk to them for me. He said that he needed that the modification department was requestion was tax information. Which I sent right away back to him.    XXXX   XXXX  called to let me know he got the letter and the information requested. He had also left another message for   XXXX   XXXX   XXXX    an d for the Foreclosure in regards to retracting the bid and sale of the property. That my account had been transferred to t he Real Estate Owned Division of  Bank of America.  XXXX  would be calling  XXXX  as he was still looking into the loan account.  XXXX  said I was still active in the loan modification program and that right there alone should have stopped the sale of the house. I was advised to call  XXXX   XXXX   XXXX  Called  XXXX  left a message to please give me a call back we really need to find out what his research on the mortgage was, Also I had no account    manager, and was still active in the modification pr ogram.    XXXX   XXXX  had been scheduled to call and Did not so I called at  XXXX  and Talked to  XXXX   XXXX  told him no one is calling me back he put me on hold to try to transfer me to  XXXX . He was unable to so put me back on hold yet again to come back to tell me that he was not able to find anything out.  XXXX  thought it might be good to talk to the Escalations Department.  XXXX  made an appointment for  XXXX  with th e Escalations De partment. I called  XXXX  To ask why  XXXX  nor his managers were calling me back to help me they told me that  XXXX  has to be the one that files resection sure the redemption period.    XXXX   XXXX  did call me talked I explain to him what  XXXX  said that resection needed to be done and by You (  XXXX   XXXX .  XXXX   XXXX  emailed his  manager   XXXX  to please call him  XXXX   XXXX  did not call  XXXX  back instead he left the office.  XXXX  called the Customer Escalation department at  XXXX  ext  XXXX . That I would need to talk to  XXXX .    XXXX  Tried again to Call  XXXX  and got no response back.    XXXX   XXXX  was sorry but that whoever had assigned her to help should have known she was scheduled out of the office. She said she would do some research and get back to me. Spoke with  XXXX  he said he just happen to see an email that things are still going good in the review and to call back after I talk with  XXXX  again and that we (  XXXX  and I ) would talk to his manager  XXXX   XXXX  on Monday morning.    XXXX   Called Ba nk of America to talk to  XXXX  got no answer left messages . Called Cust omer Service lady names  XXXX  answered she said that  XXXX  would be gone after  XXXX  for lunch and  XXXX  he had an appointment. So I could not research  XXXX  tried to call  XXXX  again no luck there as well. Talked to  XXXX  in foreclosure about what was going on with the loan file.  XXXX  said that  XXXX  would need to be the one that does the rescission and he would send him and email on what needs to be done.   So as you see for over a month I was given the run around about who needed to do what and all along it was  XXXX  that needed to do the rescission.    XXXX  Called  XXXX  said I was calling about the rescission, He informed me he was talking to  XXXX  and had to get the approval from   hiss manager     XXXX   XXXX .  XXXX  would have to talk to hi s manager  who was  XXXX   XXXX  and   XXXX   XXXX   would have to talk to his  manager w ho was  XXXX .  XXXX  then transferred me to  XXXX   XXXX  who was very nasty and informed me that all past due money would have to be paid for the account to have a rescission. He started to talk to me and then just hung up on me.   I called the Bank  of American  Customer service number and spoke with a  XXXX , he said to call the office of the president for Bank of America but he did not have that number.    XXXX  I Called  XXXX  back asking why he had not called me to let me know what was going on with my file. Got no answer so again called Customer Service and got a   XXXX   She transferred me to the Foreclosure Department talked to  XXXX , He said there was nothing that could be done. That a rescission was filed on  XXXX  from a  XXXX  in the Home Retention department, that the postponement of the sale had been submitted on  XXXX  by  XXXX  Now to me, this was over a month of me running around from place to place trying to get information that was already in the system. There is a lot more of this kind information that I have all the way to the present date. I am just looking for help to get a modified loan so that I can keep my home.My husband has  XXXX   XXXX  as well as  XXXX , so keeping the home he knows is what I would really like to do. If I need to I would be willing to sell the home at the value the home is worth. Is there anyone out there that will help me, please.   Thank you for your time in reading this letter  XXXX   XXXX   XXXX

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