Consumer complaint received 2018-01-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Around the XXXX of XXXX, XXXX, I phoned Bank of America to inquire about the status of a Forbearance Agreement that was offered in XXXX XXXX, and if a payment can be made in the interim. I was advised that I did not have a Forbearance in place, and payments to the mortgage were no longer acceptable since the mortgage was scheduled for foreclosure. The agent asked if any information was received, I advised no. No information has been delivered at all. The agent was abrupt, and rude, and would n't give additional information. I waited a couple of hours and phoned again and spoke to XXXX XXXX. I explained my frustrations of inconsistencies with receiving information from Bank of America staff, my concern that my home is scheduled for sale. She advised me that would not happen, and mentioned a Modification option. She advised what information would be needed, gave a fax number, and advised to fill out the online Modification application. She stated that once the information was received, notification to the law firm would be made to stop the foreclosure sale. I completed all the requirements, and faxed it to the number provided. She also stated that I would receive a call by an assigned Customer Relationship Manager. I waited a couple of days and phoned to make certain all the information was received. I was advised that information was missing, and faxed what was needed. I waited another day, phoned and spoke to another representative. I was advised everything was in order. After not hearing another word from Bank of America, either by phone or mail, I phoned on Monday, XXXX XXXX, XXXX. I was advised that a Modification was not processed, and my deadline to apply had expired. I advised I had not received any information indicating an expiration date, and I further stated that a Customer Relationship Manager was appointed. I asked to speak to her since all documents was submitted. I was advised I could not speak to anyone with Bank of America, and the only call I could make is to the attorney. She gave the name and phone number. 

Attached are copies of three correspondence letters on Bank of America letterhead dated XXXX XXXX, XXXX, and XXXX, XXXX. Each letter acknowledges receipt of the Modification package indicating it was being processed. The letter dated XXXX XXXX indicates XXXX XXXX XXXX would be contacting me to discuss my options. All communication ceased. My last contact with Bank of America was Monday, XXXX XXXX, XXXX. 

I wish to add! am not interested in selling my home, I wish to keep it. I have paid into a mortgage program for 10 years. Until XXXX, my credit with Bank of America was perfect. Earlier in the year I lost my job, for several months until I began working again in XXXX, at a substantially lower rate. My truck broke down in XXXX requiring large repair. In XXXX my air conditioner required repair, and in XXXX XXXX hit losing a weeks worth of income since the company I work for does not pay benefits. All these situations contributed to my current status. All the while, I continued to stay in contact with Bank of America. By the way, I received the Notice of Acceleration dated XXXX XXXX, XXXX, more that enough time to cancel the sale with the documents submitted for modification. Violations of my rights have occurred, such as RESPA and HAMP Regulations.

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