Consumer complaint received 2017-07-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
Bank of America Loan No. # XXXX Phone No. # XXXX Monday - Thursday : XXXX XXXX. - XXXX XXXX Friday : XXXX XXXX - XXXX XXXX Saturday - Sunday : Closed XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Countrywide Financial Corporation was my first and only lender until Bank of America bought Countrywide Financial Corporation on about XX/XX/XXXXAfter 5 long years of giving Bank of America all the documents they requested for working out a Short Sale the Short Sale personal finally agreed to allow me to do a Short Sale. Bank of America agreed to a payoff of {$200000.00} in which they would be paid in full. On or about XX/XX/XXXXI called Bank of America and customer service answered and informed me that they now longer service me and they sold my loan to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX & XXXX XXXX, CA XXXX Loan No. # XXXX XXXX XXXX is my case manager # XXXX XXXX : XXXX My question is why would Bank of America sell my loan for pennies on the dollar and take a loss when they were going to be paid in full? Numerous times Bank of America has refused to produce requested documents for me and also to my real estate agent XXXX XXXX ( XXXX ). I dont believe Bank of America has a legitimate explanation and also cant produce the documents requested and thats why Bank of America sold my loan before the Short Sale could take place. Consumer Financial Protection Bureau : Complaint number:XXXX. Date Submitted to CFPB : XX/XX/XXXX. Date sent to Bank of America : XX/XX/XXXX. XX/XX/XXXX Bank of Americas short version Summary of Research : Please be advised that the service transfer of a loan is not related to the status of any loan review. Buying and selling of loans is normal business practice for all lenders. If you need additional information about servicing related inquiries, including short sale and title related inquiries, please contact the current servicer, XXXX, at XXXX. Now, I have no choice but to ask the same questions to XXXX XXXX XXXX XXXX. Consumer Financial Protection Bureau : Complaint number:XXXX. Date Submitted to CFPB : XX/XX/XXXX. Date sent to XXXX XXXX XXXX XXXX : XX/XX/XXXX. Consumer Financial Protection Bureau : Complaint number:XXXX. Date Submitted to CFPB : XX/XX/XXXX. Date sent to XXXX XXXX XXXX XXXX : XX/XX/XXXX. The XXXX XXXX XXXX XXXX Legal Department on XX/XX/XXXX transferred the complaint to the Customer Advocate Department for further research. On XX/XX/XXXX The Customer Advocate Department of XXXX XXXX XXXX , XXXX claimed that Bank of America only gave XXXX XXXX XXXX XXXX the servicing documents from XX/XX/XXXX. Thats when I refinanced with Bank of America and XXXX XXXX  XXXX XXXX therefore cant produce any of the needed documents and/or answer the necessary questions. The Customer Advocate Department of XXXX XXXX XXXX , XXXX referred me back to Bank of America for the needed documents. XXXX XXXX XXXX XXXX doesnt have any of the below documents and only Bank of America does.

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