Consumer complaint received 2019-07-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In XXXX XXXX I purchased my home through Florida XXXX XXXX. It was then sold off to Countrywide/Bank Of America. In XX/XX/XXXX my husband was terminated from his long term job. He found work again in XXXX XXXX. During this time BOA was notified of our situation. They applied us for HAMP. We were denied. In XX/XX/XXXX I suffered a loss of XXXX and was terminated from XXXX XXXX. I fought the company and won in a Texas court my Unemployment. During this time BOA applied us again for yet more HAMP programs. After faxing the same documents over 22 times, the bank " LOST '' my papers, did not " ASSIGN '' my case or just failed to follow a time for processing causing my paperwork to be " OLD ''. Struggling we paid the mortgage owed often in large sums to bring the mortgage current. I was reassured by my CRM I was not to be foreclosed on. In XX/XX/XXXX, a man came to my house and took pictures of my XXXX year old son, house and cars. Telling me he was from BOA, I told him to leave my property. At this time he physically XXXX me on my property and left quickly in his car before the police arrived. At that moment I called BOA and pressed XXXX so I could get a hold of a human due to the fact I could not get a return phone call back from my CRM. It had been months since I could talk to him with many failed efforts. The customer service rep then informs me of monies that are owed to me and that BOA sent me some check months prior and they in fact did not send any man to my home to take pictures for occupancy verification. He advised me to get in touch with my CRM, XXXX ASAP. After many unanswered calls I drove to my local branch where I was introduced to XXXX, an account representative. He was able to call the Mortgage Priority line and speak with a human being. This person told XXXX that all the money was applied to my principal. I requested an itemized breakdown from the start of the loan. A week later I received this document. I noticed many payment reversals starting from my first payment of XX/XX/XXXX. These months are XXXX, XXXX, XXXX XXXX as well as XXXX XXXX. When I was able to talk to XXXX my CRM he tells me he was to call me back 2 days later to talk to the payment resolution center. I never received a call and have been trying to call them daily since. On XX/XX/XXXX I received a foreclosure letter, when I called the attorney they gave me a number to actually speak with someone. I was given the option to hit the star button on my phone and was directed to a human being! I was told XXXX was changed to XXXX XXXX and I owed {$12000.00}. I was told XXXX was not available and a XXXX XXXX was to call me. An unacceptable answer, so I drove to my local branch and XXXX and his manager called the Priority hotline. The representative transferred us to the PAYMENT RESOLUTION CENTER where I spoke with XXXX on the phone. She informed me that checks were sent out but she could not give me another information because she did not have that information. She also was looking into all the months of XXXX that there were payment reversals. Her records show that these payment were never processed due to bad routing numbers and insufficient funds. My husband emailed XXXX the bank statements from XXXX, our main bank account proving these payments. XXXX also said that {$970.00} and {$760.00} was misapplied to my principal and she was to have that reversed. I have received XXXX email from her stating she needed my account number on these papers. When I called the FHA service line today they directed me to XXXX at BOA. I was told that XXXX has been put on hold due to the loan CRM workout program. On Monday XX/XX/XXXX I called XXXX and she actually answered telling me that yes my acct was never applied for the FHA waterfall program and that they want to apply me for that. It will take 30 days. She also told me I was having to pay the {$12000.00} plus foreclose fees. Ms. XXXX also informed me that they had not received a payment since XX/XX/XXXX. When I told her that I should not have to pay for fees due to their XXXX up she said I had a breech letter sent out in XX/XX/XXXX and they can foreclose on me at anytime even if I am current. When I told her that the new modification will not be approved due to my debt to income ratio because of the modifications never going through and payment that have not been applied, she said Well lets hope XXXX can get that processed. In addition to all of this information, XXXX has explained to me that XXXX XXXX, who I have never spoken to, was out due to unforeseen circumstances. I was also told she was on vacation for the past 2 months. I dont think she actually exists. I was also told that XXXX has been fired. Ms XXXX also has informed me that the government will pay BOA the money for my house due to the insurance I pay on my mortgage. She also said I can XXXX MIP if I did not understand this process, that the insurance protects them not me. Her attitude was that the government will bail them out on my FHA loan. Today, XX/XX/XXXX, I spoke with XXXX, and he informed that I have yet another XXXX XXXX and XXXX XXXX. XXXX also informed me that if I was to seek legal council I need to call BOA right away and give them all that information. And once again that XXXX has been brought to a halt due to the modification application. I would also like to mention that since XXXX my CRM has been a XXXX, XXXX, XXXX, XXXX, and now a XXXX. The only CRM I have ever actually spoken with is XXXX. And another note, XXXX informed me in XXXX not to make payments with anyone but him because no one knew how to apply payments. So I have been sitting on payments. I am scared to pay my mortgage because the money goes missing or misapplied. I was in communication with a lawyer and had to purchase a title search and pay forth the retainer fees but until then I am stuck and have no idea where to go with this huge BANK MONSTER. My home was scheduled for XX/XX/XXXX sell date. We had no choice back then to claim Chapter XXXX. This has ruined the past 10 years of our lives. 
They have now sold my loan to Mr. XXXX. I called Mr.Copper to get their records on the loan considering we just paid out over {$100000.00} through the trustee. I saw through the XXXX 's paperwork that BOA still did the payment reverse process. Mr XXXX stated that they only received 6 months prior to acquiring the loan. Curious, I called BOA and the lady who assisted me said she could send me the documents. I have all the originals and none of them matched anything she sent me. Dates, payments and names have been changed and deleted on this BOA paperwork. MrXXXX XXXX will not help, BOA really won't help and I have an entire room filled with paperwork. My Bankruptcy lawyer looked at my case and wanted to take fight for it. I did not use him because he was supposed to settle some of this in the beginning. BOA lied to the Federal courts about the money they stole from me. I am without that money, plus the money I had to pay out to replace those payments and the financial stress, reputation and money I poured into this case. I am currently seeking a lawyer as I know times have changed and technology is more advanced.There is so much more I can put in this, but this is the basic timeline. Please help.

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