Consumer complaint received 2023-04-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Good evening, My sister, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. 

As she did not have a will, I ( XXXX XXXX XXXX XXXX began the process of becoming her XXXX. 

Immediately I contacted Bank of America for both her XXXX account and her line of credit. At Bank of America request I forwarded her XXXX  certificate for confirmation of her XXXX. I also shared that I had retained a lawyer and was starting the process to become XXXX of her XXXX  ( which in XX/XX/XXXX I became ). 

In talking with Bank of America, I was advised to keep my account representative up to date on progress of becoming XXXX. 

I made it clear that the family would pay the line of credit that we knew existing, although Bank of America would not disclose to me the amount. I shared that communications needed to come to me as the house mailbox was no longer being monitored. 

Every XXXX weeks, I would call be told that I can't access information but on a recorded line they captured and recorded the conversation which was a status of me becoming XXXX of my sisters XXXX 

After XXXX months of not receiving any documentation confirming my calls, I found a way to access my sisters mailbox and it was full of communications from Bank of America. 

I immediately called and asked why this documentation had not been sent to me at the address I provided and received answers ranging from I don't know to you aren't XXXX yet. Additionally, some of the mail was requesting information I had already sent. Nonetheless, I responded to each communication either via mail or fax. 

None the less, I immediately got caught up on all paperwork and submitted both via mail and through fax. In addition, I began to send checks ( XXXX XXXX XXXX XXXX XXXX XXXX ) to Bank of America, hoping that it would show intent to pay off the owed amount. 

In XX/XX/XXXX, I began to get communications reporting that the house was going to go into XXXX However, Bank of America knew that my court date was XX/XX/XXXX and they would not give me any information on how to pay off the account. 

On XX/XX/XXXX, XXXX XXXX XXXX lied in a XXXX Declaration where she said Bank of America had tried with due diligence to contact the borrower in order to assess their financial situation and to explore options. 

My XXXX XXXX could not in the moment raise the funds needed to pay off the amount owed, so I went ahead and paid the amount in full just to eliminate any fear of XXXX 

This complaint is a written expression of my dissatisfaction in Bank of America 's wrong doing. I believe what my family experienced was in the lines of predatory lending, where we were threatened with XXXX  and had to endure disrespect even though we were honest and candid throughout the process. 

I have opened a complaint with Bank of America ( # XXXX ) as I can't believe that in such a time a financial institution could do such wrong doing to a XXXX  family XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX

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