Consumer complaint received 2016-10-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My husband passed in an accident in XX/XX/XXXX changing my whole world! 
I had a tight budget, I became single income person. House payment went up from XXXX to XXXX. The Bank of America started a remodification. After months of sending documents over and over again, talking with numerous people at the bank ( never the same person and just someone in customer relations reading the notes ) they gave me a modification, then immediately changed there mind before I got out the door saying they made a mistake, just that fast. Bank suggested refinance again sending documents over and over again, talking with customer service relations declined, no reason why I was more than qualified, I moved out, The bank contacted me by mail saying we could work something out. The only option at this time was a short sale because I did not live in the home. Started short sale process on XX/XX/XXXX. I filed Bankrupcty and surrendered the home. The judge granted me motion to proceed with the short sale. ( documents attached ) They rejected a qualified buyer that has since bought and closed on a new home. They rejected the short ( letter attached explaining why ). I in good faith spent money on repairs and home warranties to maintain the home. ( paperwork attached ). I cancelled the home warranty after they declined the short sale. I am disappointed that Bank of America does not have a authorized person of knowledge about the information sent to them to try and come to some resolution instead ; they have what they call customer relations answer the phones and read notes back to us. They appoint one customer relations person that you should be able to contact, if he or she does not accidentally answer you have to leave a message and wait 24 hours for her to call back, if you miss their call the process starts all over. This has been going on for many years. The short sale was declined on or around XX/XX/XXXX. I requested a pay off, I owed XXXX at the time of my hardship. Because of the dragging of Bank of America responding and or having us start the same process over and over again to try and get a resolution it has exculated to the loan amount of XXXX for me to get a loan and pay off the bank and or pay XXXX to reinstate. The Bank has been wrong to hold the home in my name this long after declining the short sale. In one letter the Bank said I needed to wait 1 year and try to get a loan and buy the house.Last letter I recieved from the bank was on XX/XX/XXXX saying I coud live in the home if I filled out the documents they sent me and qualified, from my past years experience with the Bank of America I have no hope of the Bank ever coming to a resolution. I feel like Ihave been playing a game for the last 6 years. Once again the Bank seems to want to work with me, but I need closure. Had my husband not passed I would not be in the situaton I have ended up in. I really in the beginning thought the Bank was going to work with me. I feel Bank of America has not treated me fairly and that it is wrong to have left the home in my name this long. Why are we not allowed to talk with the people at Bank of America that process the paperwork we send in? Why? It would only make since.

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