Consumer complaint received 2021-07-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Preface : This is not a duplicate complaint. The following background information is to provide context for the current complaint. We acknowledge that full contents of the complaint have previously been addressed and sent to XXXX, and it servicers XXXX  XXXX XXXX, Bank of America, XXXX XXXX XXXX and XXXXXXXX XXXX XXXXXXXX by the Consumer Financial Control Bureau. They have all denied knowledge, accountability and acceptance to address just restitution and requisite remedies. Therefore, our next option is litigation. 


Background We a family of XXXX descent ( XXXX XXXX XXXX old husband deceased on XX/XX/XXXX, XXXX XXXX XXXX yrs old wife, and XXXX XXXX XXXX yrs old son ), are current victims of predatory mortgage lending, illegal banking business practices and racially discriminating policies as identified in the XXXX mortgage banking financial crimes. Our complaint about these issues spans a fifteen year fight XXXX, to obtain justice and requisite legal remedies. Thus we adamantly restate that the {$720000.00} ( interest bearing principal balance {$510000.00} + non-interest bearing principal balance of {$210000.00} ) modified mortgage loan that was processed for us by the XXXX servicer ; XXXX XXXX  XXXX is fraudulent and illegal. We have documented proof of being subjected to a sustained cruel practice of incessant requests for previously submitted information with no loan processing approval by all servicers hired by XXXX XXXX  XXXX XXXX XXXX, the owner of our loan # ending in XXXX, in an asset titled XXXX XXXX  XXXX XXXX XXXX XXXX FOR XXXXXXXX XXXX XXXXXXXX XXXX XXXX ASSET BACKED PASS THROUGH CERTIFICATES, XXXX XXXX. Regardless of our numerous telephone calls, as well as inquiry and complaint letters to them, the pattern was the same ; either no response or request for the same previously submitted information. This ten ( 10 ) year vicious cycle of emotional and financial victimization only ended after we made complaints to the Consumer Financial Protection Bureau. As a result, XXXXXXXX XXXX XXXXXXXX offered us a loan modification in XXXX, XXXX. Upon receipt of the papers to sign in XX/XX/XXXX, we immediately recognized that the loan balance of {$720000.00} was fraudulent and illegal. We also saw it as retaliatory for the CFPB involvement, and XXXX final attempt to traumatize us to XXXX XXXX of becoming so overwhelmed and walking away from our home. Actually the loan modification offer was initially presented by telephone with a demand for {$10000.00} to begin processing it. Our response was swift and strong stating we will file another CFPB complaint. At that point, the loan officer quickly got off the telephone and returned five minutes later with perfuse apologies about speaking to us from the wrong file. But we accepted the loan modification, because we knew from experience that refusal would have absolutely negated all of our rights in the fight to retain our home. 
Complaint This complaint is made because we have been unable to get responses to questions about our mortgage loan owned and/or serviced by Bank of America. Answers to the following questions were not available in the online message system, letters from Bank of Americas attorneys and telephone calls with BOA Customer Relations Managers ( names are available ).

1. What does it mean that our mortgage loan has been approved for Bank of Americas Loan Payment Deferral Program?

2. How long will our loan be in the Loan Payment Deferral Program?

3. Why is our monthly payment of {$2400.00} ending on XX/XX/XXXX if we are in the Loan Payment Deferral Program? 
4. Where can we follow online transactions processed for the Covid-19 Forbearance Program in which we participated and also the Loan Payment Deferral Program?

5. What can Bank of America offer to assist us with the following financial crisis : a. Loss of income from death of spouse b. Change in employment status of two contributors to the monthly loan payment? Possible temporary layoff c. Our inability to currently pay any more than {$2400.00} monthly for our mortgage loan at this time. 
Note : Like millions of especially XXXX Americans and other low income groups our only asset to pass on to our loved ones is the home we worked hard to attain, maintain and retain. Therefore with Gods help, there is nothing legal we will not do to retain our home.

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