Consumer complaint received 2018-12-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I would like to file a complaint against Bank of America and XXXX XXXX. My home is in danger of foreclosure.

I fell behind on my mortgage and had started to catch up my payments. In XX/XX/2018 I sent in two payments which got me closer to being caught up. However the payment I sent to Bank of America on XX/XX/2018 was sent back with a letter stating they were returning the funds for the following reasons : the funds were not sent via Certified Funds, funds are less than total amount due, and there is no active repayment plan or loan assistance option in place. All reinstatements must be received in the form of certified funds. This wasn't the first time the denied payment. It also happened in XX/XX/2014. Both times they claimed they sent me a letter with an amount to reinstate my loan. I never received anything from them prior to this stating my loan needed to be reinstated. I called as soon as I received the letter. I was told I needed to go online and download loan modification papers because they don't mail them out anymore. I told them I was unable to print them from my phone. They told me they would mail the papers and that I should receive them within 5 to 7 business days. I didn't receive them so I called again and was told they would be mailed. I still didn't receive them so I called a 3rd time. This time they transferred me to tech support and I was walked thru the steps of printing the application from my phone. By this time it is XX/XX/XXXX. I got the application filled out but I was missing one paper that had to be mailed by Bank of America. I called again. I was told it would be mailed via XXXX   and that I should receive it in 3 business days. In the meantime I get a letter stating my loan had been sold to XXXX XXXX but Bank of America was still servicing the loan. I never received the paper I needed to complete the application. I did receive a phone call from Bank of America. The woman asked for me and then said Oh never mind, we aren't servicing your loan anymore and hung up. I had no contact information for XXXX XXXX. All I wanted to do was pay my mortgage. While I was going thru this with Bank of America I was falling even further behind. I later found out my mortgage was sold on XX/XX/2018 and XXXX XXXX took over on XX/XX/2018.

In XX/XX/2018 I received a call from XXXX XXXX with XXXX XXXX. I explained to him what had happened with Bank of America and that was the reason is was so far behind. He said he would mail me a Loss Mitigation Application. He told me that I would receive statements but not to make any payments while they were reviewing my application. He explained the purpose of the application was to figure out which program I would qualify for. He told me they had several such as deferment, loan modification and refinance as well as many others. I filled it out and mailed it back. The application was denied because it just had my income. When I called in XXXX told me I should just move out so I could have a little change in my pocket. I was very upset by this comment. I filled out another application with my income as well as my husband 's. They sent an assessor to my house to take photos of my house to determine its value. I received a copy and it had wrong information and an inflated assessment. I was denied again and was only considered for repayment. There were other programs listed that I wasn't considered for because either the owner of my loan didn't participate or there wasn't enough equity in my home. I feel the only reason they want to make us homeless is because they think they can sell the house for more than what I owe. They sent me a letter with the amount for reinstatement which I don't have the full amount right now and they won't take even a partial payment.

I have fallen so far behind because of the run around I got with Bank of America. I know I would've been completely caught up by now if it hadn't been for Bank of America XXXX me around while they were completing the sale of my mortgage. Now I'm dealing with the bullies at XXXX XXXX.

I just want to stay in my home and make my payments.

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