Consumer complaint received 2016-07-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure

Complaint:
I have complied with all the terms of a trial modification program with Bank of America and awaiting their modification terms package as I was told. Instead I received a notice that my Mortgage loan had been sold. I contacted the new servicer listed and the new owners and I am told that I am not in their system as of this date although the letter states that the Acquisition Date was XXXX/XXXX/16. 
I have been in the process of a loan modification on a home equity line of credit that fell behind for several months with Bank of America. After a variety of difficulties they finally agreed that they received all the information necessary to move forward with the modification. I was notified by Bank of America by mail that I was approved to start an extension program trial period and once completed successfully " will result in my loan being brought current and qualify me for an extension of my home equity account ''. 
My trial payments were set for XXXX, XXXX, 2016, XXXX XXXX, 2016 and XXXX XXXX, 2016 in the amount of {$3800.00} each. All three payments were made on time. I have requested on numerous occasion the terms of the modification and been told that it wold be an extension and terms would be forwarded at the completion of the trial period. I was under the assumption that the terms would be given prior. I have been shuffled between at least XXXX different Customer Relation Managers. Each time I ask a question my account manager can not answer I receive a notification that a new account manager has been assigned, who again can not answer any of my concerns.Some of the Customer relation Managers have been : XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX for which I have documentation to confirm. At this point I have left no less than 15 messages with no response, I have also left messages for their supervisors they send me to again with no response. This is my home and I have complied with all the terms Bank of America required. I have documentation stating my loan will be brought current, extended and continue as per the prior agreement. In speaking with the new servicing company, although they have no record of my account, they stat that they may not conform th the agreement that Bank of America had made to me prior to me making the three trial payments on time. 
I have attached : 1 : Letter dated XXXX XXXX, 2016 from Bank of America stating the approval of my loan extension, the payment terms and the fact that my account will be brought current. 
2 : Letter dated XXXX XXXX, 2016 from XXXX XXXX of Bank of America stating she would be my new DEDICATED Customer Relationship Manager. This means that no other representative at Bank of America would be able to discuss my loan details as was the case and I was told. I have left numerous messages as she is never immediately available and received no reply. It seems that Bank of America has conspired to sell off this loan throughout the process of our correspondence and once they completed such have now left me in their wake. I also find some discrepencies in the original loan documentation which I am haveing reviewed at this time. 
3 : Letter dated XXXX XXXX, 2016 received XXXX/XXXX/16 with no reference to whom it came from which is a " NOTICE OF SALE OF OWNERSHIP OF MORTGAGE LOAN ' The new servicer is listed as : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX Tel : XXXX. 
It also lists the name of the new owner as : XXXX XXXX XXXX XXXX, XXXX, d/b/a XXXX XXXX, not individually but as trustee for XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NY XXXX Phone : XXXX. 
I am simply at a loss as I can not obtain any information form either Bank of America nor the new Servicer or owner as to the details of my modification that was agreed by Bank of America. It seems to have been an intentional act.

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