Consumer complaint received 2021-12-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MS
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am a homeowner that resides in the state of XXXX, and I am having a difficult time of obtaining mortgage assistance provided through the Homeowners Assistance Program. The Homeowners assistance program is a Federally funded program designed to help homeowners that were financially affected by the pandemic with mortgage assistance. 

I recently applied to the Homeowners Assistance program via a link found on Bank of America website in which directly connects you to the XXXX XXXX XXXXXXXX XXXX XXXX XXXX  Program. Each state has a federally approved housing organization that administers the program funds and works directly with the Lender of the default borrower. 

On XX/XX/2021, I received an updated status notification stating that my application was withdrawn due to no response from the lender. On XX/XX/XXXX, I reached out to Both XXXX XXXX XXXX ( XXXX ) and Bank of America for additional information regarding my mortgage assistance application. I was told by XXXX XXXX XXXX of XXXX that Bank of America has refused to allow their borrowers an opportunity to participate in this program, and that XXXX could not proceed unless the lender sign a service participation program agreement, which has been previously submitted to BOA by XXXX. XXXX XXXX also stated that she has been directed by her BOA mortgage contact that BOA has decided to place all of its borrowers that are participating in the home owners Assistance program on hold. 

Upon receiving this information, I was in total shock because I assumed that BOA would be on board with helping distress borrowers bring their mortgage current, especially when BOA benefits as well. I also do not understand why BOA would advertise a program on their site for assistance, but in the end prevent borrowers from accessing the funds by refusing to work with affiliated organizations administering the homeowners assistance program. 

Next, I reached out to Bank of America customer service department to validate XXXX claim and to check on the status of my application, however I have not received any feedback other than I needed to contact XXXX for enrollment purposes, and to answer any questions regarding the Homeowners assistance program. In addition, the BOA representative could not direct me to anyone within BOA company that could assist me further. 

With that said, I am reaching out to your office hoping that you will assist me in resolving this matter and allow me an opportunity to participate in the homeowners assistance program. Please be advised that XXXX has stated to me that time is of the essence and the program will exist until dollars run out. Thanks in advance for your assistance in helping to bring more clarity in this matter and hopefully access to federal dollars to prevent default on my current BOA mortgage. 

Sincerely, Current BOA Mortgage Borrower

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