Consumer complaint received 2020-03-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX Bank of America, N.A. 
XXXX XXXX XXXX XXXX, DE XXXX XXXX  XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, NY. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX. 

This letter addresses the deceit and re-modification denial by Bank of America, N.A. 

We filed a complaint with Consumer Financial Protection Bureau on XX/XX/XXXX against Bank of America, N.A. 
Bank of America reached out on XX/XX/XXXX and a request for a re-modification of our HELOC was requested. 
All requested paper was submitted in a timely manner. 
Received a call from Bank of America on XX/XX/XXXX informing us that our re-modification was denied. 
We requested an appeal and was denied, the reason being the Investor would not approve the re-modification. 
We were informed the XXXX  XXXX XXXX  ; XXXX was the investor. 
We tried contacting XXXX  XXXX XXXX, XXXX on XX/XX/XXXX at three different numbers, a recording informed us to send regarding our issue ( we were unable to speak to a live person ) An email was sent, and a response was received that they had no control over any approval decisions that was Bank of Americas, N.A. decision alone. ( see attached ) For the past 15 years we have made interest only payments with no portion going towards to the principle, on time every month. 
The paperwork also state that we were not eligible because the maturity date was past due. We tried to re-modify back in XXXX but did not receive the proper information or any paperwork. 


We feel Bank of America, N.A. is being extremely deceitful, deceptive, mis-leading and misguiding. Bank of America, N.A. and XXXX  XXXX XXXX, XXXX are pointing the finger at each other and no one is taking responsibility to try and resolve our issue. 
Bank of America, NA.s accusation that XXXX  XXXX XXXX, XXXX did not approve the re-modification Bank of America, N.A. states they did not investigate any other programs that we may be qualified for. 

This means we are where we started with no re-modification, threats of foreclosure and credit defamation if we do not pay the full amount of the HELOC by XX/XX/XXXX. According to the reply we received from Bank of America, N.A. any payments made will be accepted but will not stop the process We feel very strongly that our experience, with Bank of America Mortgage, N.A. has been malicious and not helpful. 
Their communication skills and customer services are simply unacceptable. My husband and I would really like to re-modify this loan so that we may start paying into the principal and eventually pay it off. 

Our goal is still simply to get this loan settled, so that we will still be able to live in the house that we have tried so hard to maintain for our family. If you need any additional information, please feel free to contact us at ( XXXX ) XXXX, ( XXXX ) XXXX, or email XXXX. 

Thank you again for your time and consideration. 

Mr. XXXX XXXX Mrs. 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