Consumer complaint received 2019-03-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX I received an email from XXXX XXXX, Head of Consumer Banking, at Bank of America offering Hurricane Irma Relief Program for affected customers XX/XX/XXXX I spoke to XXXX XXXX at XXXX to inquire about Hurricane Irma Relief Program and enrolled in the program. I specifically asked if my good credit would be negatively impacted in any way and was told no and that I would not have to make payments for 3 months. I never received written documentation stating the terms of the program. 

XX/XX/XXXX I spoke to XXXX XXXX with Home Equity Dept, and XXXX XXXX with Home Retention Dept ; I was offered an extension for the Hurricane Irma Relief Program until XX/XX/XXXX. Again, I asked if my good credit would be negatively impacted in any way and was told no and that I would not have to make payments for 3 months. I never received written documentation stating the terms of the program. 

I made two payments after the Hurricane Irma Relief Program ended and thats when I was informed that I had to pay the entire 6 months of stopped payments in full. Why was I not informed of this each time I was enrolled in the program? I would have never agreed to the program had I been informed. Since I was unable to pay in full, Bank of America started foreclosure proceedings. 

XX/XX/XXXX and XX/XX/XXXX Submitted Loan Modification paperwork and requested review of the conversations with the representatives who enrolled me in the Hurricane Irma Relief Program. 

( All of the conversations below were made by calling XXXX ) XX/XX/XXXX Spoke to XXXX ( last name unrecorded ) at Retention/Case Management Dept., I was informed that B of A representatives failed to provide customers the necessary information Hurricane Irma Relief and that the necessary paperwork stating the terms of such program was never generated ; therefore, never received by me. 

I was told to contact XXXX XXXX at XXXX. I left messages on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. 
I have not received a response. 

XX/XX/XXXX Spoke to XXXX XXXX was informed that there was no phone number on file for me ( How is this possible? I've had the same number for 17 years. ) XX/XX/XXXX Spoke to XXXX ( last name not provided ), once again, I was informed that B of A did not provide the necessary information to customers at the time of Hurricane Irma Relief Program and that information was no relayed to customers due to internal confusion at B of A My phone requests for review of the conversations with the representatives who enrolled me in the Hurricane Irma Relief Program, on XX/XX/XXXX and XX/XX/XXXX, have been denied multiple times ; my written requests faxed on XX/XX/XXXX and XX/XX/XXXX are still unanswered. 

I was informed that the only options to avoid foreclosure are as follow : 1. Pay the full reinstatement amount of {$12000.00} ( unfortunately, I do not have the money in full ) 2. Apply for loan modification : I applied, but was denied as the home insurance expired 3. Refinance : I do not qualify as I now have poor credit only due to B of As negative credit reporting ( based on the missed payments during the Hurricane Irma Relief Program and thereafter ).

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