Consumer complaint received 2015-03-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NH
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
This complaint is because we have attempted to have our mortgage payment modified numerous times since I suffered an injury at work which in turn greatly reduced our income. Since that happened we have tried to have Bank of America work with us to keep our home and payments manageable and they have done nothing to assist us in applying for a modification. However, over the past 3 years our requests have been ignored, paperwork reportedly never received, our phone calls were not returned and our phone numbers were changed in their computer system to an unknown number. Below will outline the issues as they have occurred. It is crucial that the Consumer Financial Protection Bureau intervene as they play to auction our home on XXXX XXXX, XXXX. In XXXX I took a loan from my XXXX to catch up with payments. Later that year I closed my XXXX fund to attempt to prevent foreclosure. At this time we informed them we would not be able to maintain the regular payments and requested a modification. XXXX XXXX, was assigned actually provided us with a list of necessary documents and they were faxed to him in the beginning of XXXX XXXX from a Bank of America branch location in XXXX, XXXX on XXXX XXXX, by a customer service representative named XXXX XXXX The original copies of the documents sent are available if needed. On XXXX XXXX, we were informed, that we were automatically removed from the modification program. Clarification was not provided. However, Bank of America knew that we planned to returned our account to good standing XXXX my XXXX 's XXXX XXXX was settled at on XXXX. In XXXX we paid {$17000.00} to Bank of America in attempt to keep our home. From that point communication stalled with Bank of America although we informed them we could not pay the current mortgage payment at over {$1800.00} per month. On XXXX XXXX, XXXX, a payment was made in the amount of {$5600.00} to Bank of America from a check withdrawn from XXXX XXXX XXXX bank, check XXXX. Knowing that this would be the XXXX time we would be receiving any bulk money and at this time we would start receiving regular income as I had been approved for Social Security XXXX, we again requested to apply for a modification while on the phone making the payment. We were told we would be contacted by a new assigned account manager. No one contacted us. On XXXX XXXX, XXXX, I contacted Bank of America again to start a modification process, I spoke with XXXX. I expressed my concern with Bank XXXX XXXX inability to willingly assist us in seeking a modification. She assured me this time would be different and to call her with issues. On XXXX XXXX, we received in the mail the paperwork from XXXX, and it states that it is due back XXXX XXXX. On XXXX XXXX, I received a call from Bank of America representative and I immediately requested that they call me back in 15 minutes because I was trying to get my children out and I did not want to discuss this matter in front of them. I recall emphasizing please call me back, I did not even ask for the persons information. I did not receive a call back. About 3 hours later I called back the number on my caller ID, XXXX XXXX XXXX XXXX, and there was a message that there was a high call volume due to weather. Realizing I did not even know who I was calling I hung up and waited for them to contact me again. On XXXX XXXX, I still had no contact from BOA and attempted to call XXXX back, I was redirected to the account manager, XXXX. I asked about the call on XXXX XXXX and she stated that she thought I was calling her back. I stated, you did not provide me with a name or number, how was I suppose to locate you? She informed me that my house is scheduled to be auctioned on XXXX XXXX. In the past year we have been assigned XXXX account managers, none have ever called our home, except XXXX a week ago.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation