Consumer complaint received 2021-05-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have multiple home loans for multiple properties. 
I lost my job in XX/XX/XXXX due to having to close because of covid restrictions. One of my tenants decided to break their lease because landlords can't do anything in Washington State because of covid restrictions.

I contacted all of my lenders. I put all loans in forebearance. After 4 months I was able to get a new tenant and I rearranged my finances so I could start paying my mortgages again. 
All my other 3 banks put me directly into deferment and I have been on track since XX/XX/XXXX. 
My complaint is that Bank of America has refused to put me in deferment. I have contacted them numerous times and the first time I called they said that I missed the deadline by 3 days so I was no longer eligible. 
I have a XXXX XXXX XXXX ( XXXX ) so it is difficult for me to understand and read a lot. 
On their form, they had in big bold red letters : " Congratulations, your loan is now in deferment. '' I didn't see that at the bottom of the page in fine small print was " if you call us by ... '' When I called they were rude and just said I missed the date and would have to go into forebearance. 
The next time I contacted them after the 3 month forebearance period, they said just to make a regular payment the following month and I would automatically go into deferment. 
I made the payment on the payment coupon they sent me. Then I received a notice saying they would not apply my payment. 
I called Bank of America and they said the payment was {$20.00} short. I told them I played exactly what was on the payment coupon. They said that I wasn't supposed to pay that amount and that the correct amount was in a 30 page document on page 17. I explained that no one told me that when I called and that I have a XXXX XXXX  and with my XXXX it is difficult to read and comprehend. 
I told them I would make a payment today over the phone so they could put my loan in deferment. They said they would not take my payment because it was after the due date and I would have to go into forebearance again. 
I even had someone call for me and they assured me that Bank of America said I would automatically be put in deferment. 
I have called and been given misinformation and I am now on my 5th request for deferment. 
Now they just sent a letter on XX/XX/XXXX saying they will not help me with my home loan and I need to pay them {$20000.00} now. 
This is on my primary residence and they are trying to take my home. 
All my other banks were there to help me make my payments during the Washington State covid crisis. Bank of America is the only bank working against me. I have an XXXX credit score, made numerous attempts to pay them and they have been unreasonable. 
Please help me keep my home and make them do the right thing by putting me in deferment which is what they should have done in 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 non-monetary relief