Consumer complaint received 2019-10-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Hello. I am XXXX XXXX. This is a new complaint about the way Bank of America ( BofA ) is handling a foreclosure process. I am the homeowner. 

As you know, financial institutions are required to provide timely responses and information during a foreclosure process. BofA also has a burden of continuity of contact. 

In XXXX of XXXX I went through a modification process with BofA. They claimed that I was ineligible for modification. Then, I went through a very brief re-evaluation ( appeal ) process. I was denied in the appeal. During the appeal process, they also made it impossible to get underwriter notes in time to make an accurate appeal. they refused to push the foreclosure sale date out 90 days as expected. They didn't even push it out a full 30 days ( From XX/XX/XXXX moved to XX/XX/XXXX ) After Bank of America denied my appeal, I had new financial information, and I attempted to submit a new request for modification. The, Bank of America actively and intentionally attempted to keep me from submitting a new request for modification in time to save my home from foreclosure. Here is what happened : 1. They finished my appeal but did not send me the denial right away. They waited until it 37 days prior to my foreclosure date. 

2. That day, I attempted to submit a request for modification. I went online to Bank of America 's home loan help portal to submit the new request. Bank of America locked me out of that portal, and I am still locked out of my mortgage account online as well. The Bank of America employees that could help get me back into my account was no longer in the office, so I had to wait until the following day. 

3. 36 days before my foreclosure date I called Bank of America to get into my account. Bank of America told me that I am not allowed to access my account information, because I am in the foreclosure process. Three different groups within Bank of America told me this blatant lie in an attempt to keep me from submitting a request for foreclosure relief. 

4. After Bank of America 's employees lied to me repeatedly and refused to allow me access to submit my request for modification, I got in my car and rushed to the local Bank of America location to try and submit my request. The individual at the bank did not have a fax number that they could use to submit my information. The bank 's assistant manager called into Bank of America 's modification department to get a fax number, but that group was closed. She attempted another phone number, but the person on that line said that they could not provide a fax number for the modification department unless they had permission directly from that department to provide their fax number. In tears, I asked the assistant manager to please submit the request to something, somewhere so that it can be shown that I at least tried. She took my paperwork and went into the back of the bank. She came back a few minutes later and said she sent it off to a fax number she had, but she didn't provide a read receipt. So even the local bank tried to keep me from submitting my modification. 

5. I got home and read through every document, note page, etc. related to Bank of America 's fraud. I knew that I had submitted my previous request for modification through a fax number. At XXXX I found the fax number, and I was able to submit my modification against Bank of America 's active attempts to keep me from seeking foreclosure relief. 

6. In response to their failure to keep me from submitting another request for modification, they attempted to use misinformation to keep me from proceeding with the modification. On XXXX XX/XX/XXXX I received a letter stating another untruth. It states that in order for a modification to automatically pause a foreclosure date, the modification must be submitted 37 days prior to the foreclosure sale date. 

7. They refuse to pause the sale date, which is in direct violation of federal law. 

8. They have also changed the date my foreclosure process began. They moved it from XX/XX/XXXX to XX/XX/XXXX. This is also not true. I have no idea where that date came from at this point. I could maybe understand XX/XX/XXXX, since my loan was sold to another company for the month of XXXX. 

And a secondary complaint ADA trampled and Dodd/Frank They refuse to allow me the simple ADA accomodation of allowing me to record my calls. I need to do so, because XXXX hit my ability to take in numbers, dates, and times. It's challenging enough without the constant discrimination by Bank of America 's employees like Mitigation Loss Manager, XXXX XXXX. She refused to comply with ADA law and her regulatory compliance department, and she spoke over me constantly when I tried to explain. 

And a third complaint Dodd/Frank trampled As of today, XXXX XX/XX/XXXX, my request for modification, that I submitted 36 days prior to my home 's sale date, has yet to be submitted to an underwriter. 

And a fourth complaint Dodd/Frank trampled Even though I submitted my request for modification prior to the 36 day mark, they have yet to postpone the foreclosure of my home. They are selling/stealing it in 14 days. 

And a fifth complaint - Dodd/Frank trampled On XX/XX/XXXX a manager in the loss mitigation department, XXXX, told me they did receive the request for modification and she was sending it to the underwriter that day. She told me she would call back either that day or the next. She did neither. I called today, XXXX XX/XX/XXXX, and another manager named XXXX XXXX just told me that they did not receive the request for modification. Then after I told her that the other manager said they had she back peddaled, didn't explain, and just started acting like they had received the request for modification. 

Iand a sixth complaint Dodd/Frank trampled n the past I've asked your group to hold Bank of America accountable, and thankfully, you did reach out to them. Unfortunately, they respond by completely ignoring my actual concerns. So, this complaint is also about that fact. I am asking you to force them to address my actual concerns both from previous complaints and from this one. 

Again, I ask for help. Bank of America is trying to sell my home out from underneath me. I can't afford a lawyer, and legal aid has the opinion that I shouldn't be trying to save my home but let it go. I refuse to let Bank of America commit fraud against me and steal my home. Please. Please help me. 

I have physical proof of all my complaints. I have recordings of all the times they've trampled Dodd/Frank and the Americans with Disabilities Act. I have proof from their own records, as well. 

As I've said in past complaints, I spend my life educating the children of our country, our future. I volunteer to help those in need and to advocate with XXXX XXXX, XXXX XXXX, and XXXX XXXX. And prior, I wrote for and helped countless companies deal with their Information Security including work for various US and Washington  State agencies. I also have a son who is volunteering to deploy, a rare thing for XXXX XXXX  XXXX, to a war zone, so he can keep our soldiers safe. In other words, I have spent my life volunteering ( planned and carried out my first major fundraising event when I was XXXX ), helping, and doing what I could to make this world and our country a better place with a future. It's bad enough that I drown in and mostly cope with a serious medical condition, but Bank of America uses my XXXX caused by said condition, XXXX , to manipulate and defraud me. The company that has America in its name is going to sell my home out from underneath me in order to cover up their fraud and abuse. Please stop them. Please be a champion. Please help me. 

Thank you for your time and work.

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 non-monetary relief