Consumer complaint received 2023-02-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
On XX/XX/2023 about few minutes to XXXX I called customer service for Bank of America and spoke to them about my situation, which is I am currently home due to a back injury from work which unfortunately, have given me a partial XXXX, which is preventing me from doing my job and I told them I have been home for a month without pay and all I need was two months to have things work out with Workers Comp to start back my regular payments ( currently nothing is due on my account until XX/XX/2023 ) because at the moment I have exhausted my funds within the month of XXXX to pay off all my payments. After explaining my situation I asked for a car loan deferral which would help my situation and was told there is none available for me so I asked them if I have a XXXX and Im not able to work right now and I need a little help why does the bank have any program to help me and the customer service said they dont have any deferral available, so I ask for the manager. the manager spoke to me and told me she does not have any available to help me but shell try to see what she can do and submit for the deferral for me. She told me Id have to wait 24 hours for it to go through the system and I have to call back the next day which is XX/XX/XXXX Saturday morning which I did the next day. I called customer service again on Saturday around the same time as before and I explain the situation they read the note on the account that the manager left and she told me I have to send them an email and she gave me a specific email to send my full name and account number and email so they can activate the deferral process and after that they would send me an email with documents to sign to complete the process so I said OK Ill get that done. I sent the email multiple times and I waited the entire day that Saturday I got no email with the documents. On Sunday. XX/XX/XXXX I called customer service again only to find out they are closed so I waited until Monday, XX/XX/XXXX. I called customer service again only to be told they have to check in my account, after the lady came back on the phone she told me she can not offer me a deferral. I asked why she said because theres none available. I explain to her I spoke to the manager and they were in the process of completing that for me. I just needed to sign some documents, and they would activate the deferral, she put me on hold and when she came back she said they can not offer me any referral and I said why, she said it was canceled. I asked her when was this canceled and she said it was canceled this morning and I asked her how can you tell me you are going to process my deferral and tell me youre going to send me documents to sign to complete the referral process and then by Monday everything just magically changed and canceled, at this point I said to her this seems like XXXX discrimination. You can not tell someone you were going to give them some thing and then out of nowhere cancel it with no proper reason when I asked her how am I going to pay it because they know my situation I dont have any money. The customer service told me I can go and borrow it from someone otherwise theres nothing she can do because she have no deferral to offer me so my payment will just have to go in delinquency. I think Bank Of America is very wrong for doing that because if I have a temporary XXXX, they should be able to provide help for me and its only a temporary help and they did not do that. Instead they made me feel stressed out and discriminated against.

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