Consumer complaint received 2021-09-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am updating my original complaint due to not hearing anything from Bank of America regarding the modification paperwork that they promised to send 4 weeks ago.

I have called, messaged, and filed the complaint with CFPB, as well as have contacted my Congresswoman, Senators and Governor. 

I am now having to speak with HUD and the Attorney General since I still have not gotten my modification paperwork after Bank of America had contacted me numerous times saying that I qualify for extra time on my COVID forbearance. During the forbearance I paid {$10000.00} toward arrears. I contacted Bank of America but was unable to reach my customer care XXXX XXXX XXXX, who had been my contact and ensured that the {$10000.00} in payments would be reflected - but to date I still have not 1. Been walked through my accounts in an understandable manner to see evidence of my {$10000.00} of payments being properly clearly reflected on my account and payoff balance. 2. i HAVE NOT Gotten proper consideration for my personal situation being extremely sick, and having paid funds during a grace period in which I was not required, and since the payments were accepted, and I remain in crisis due to COVID pandemic, the management and leadership at Bank of America did nothing to follow through on their promise to provide assistance to homeowners in crisis who made good faith attempts to pay off arrears before the forbearance ended - instead I was repeatedly blocked from speaking with them/ locked out of my online access / treated like I am in default when I am not considered late at all at this time as I am under COVID protections/ ignored and sent constant " offers '' of help but was never allowed the chance to speak with anyone of authority on my situation, and to have a person take me through my payment history to ensure that the payments were not reversed but reflected ( {$10000.00} ) and to consider my request for 3 months additional forbearance time due to being hard hit by the continuing Covid pandemic and my physical and medical limitations at this time with extreme hardship - Bank of America instead did not respond in a timely way, and I have received duplicate deferment offers pre-dated in XXXX ( XX/XX/XXXX! in a letter that was mailed during the week of XX/XX/XXXX! ) and 3 additional registered mail packages that in all amount to 9 or 10 total duplicates of the same deferment offer which I had already spoken with a rep about the fact it does nothing to help with the actual situation I am facing ( along with millions of Americans suffering long term hardship from Covid )- which requires payment on XX/XX/XXXX when I had said clearly to the representative that I needed to know ALL options for modification due to my situation - or simply allow XXXX more months of forbearance which would allow enough time for me to prioritize ongoing medical care, access my options, discuss and decide what to do. 

As of today XX/XX/XXXX - XXXX still have not been sent my modification options, nor the XXXX funds assistance information for the hardest hit homeowners. The XXXX XXXX XXXX  ( XXXX ) was established under section 3206 of the American Rescue Plan Act of XXXX to mitigate financial hardships associated with the coronavirus pandemic. The Commonwealth of MA has received approximately {$170.00} million in XXXX funding to prevent homeowner mortgage delinquencies, defaults, foreclosures, and displacements of homeowners experiencing financial hardship as a result of the pandemic. 

Why has Bank of America not overnighted the information that they promised regarding modifications? Why are they trying to force me to commit to payments resuming so soon on XX/XX/XXXX? I am currently protected by forbearance and previously had perfect payment history up until Covid crisis.

Can you help me, 1. advocate for extra time on forbearance for hardest hit homeowners in the Covid crisis that is ongoing? 2. to get my paperwork for modification that was promised yet not sent? 3. and fix the first issue with BOFA putting my account into " litigation " status when I file for complaint for help on this? 

I was never considered for extra time, as they are not considering individual circumstances- the opposite of their customer service messaging and marketing that they are there " to help. '' If BOFA are there to help homeowners suffering by no fault of their own from the COVID PANDEMIC, then why was I never considered knowing that I paid HALF of my arrears off DURING forbearance? The logic of why I would not be allowed more time to avoid confusion and default while I am recovering from a serious medical condition is wrong!

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