Consumer complaint received 2017-08-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: KS
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My primary residence home mortgage was serviced by Bank of America # XXXX for over 4 years. I have experienced multiple hardships in the past several years with a job layoff, then XXXX  ( XXXX XXXX XXXX ), plus XXXX XXXX full time for my elderly XXXX mother ( XXXX ).
In XX/XX/XXXX Bank of America reset/raised my escrow payments up around an extra {$250.00} a month creating an additional hardship as my mother and I are on a fixed income ( part of this was {$100.00} extra just to " pad '' the escrow account ). My monthly payments increased from {$1100.00} a month to over {$1300.00} a month. I missed several payments however I filled out a Request for Mortgage Assistance ( RMA ) with Bank of America in an attempt to perhaps get a repayment plan or forbearance or other assistance. Bank of America mentioned a loan modification ( which would not be in my best interest as my adjustable rate mortgage rate was 3.5 % at the time ).
Bank of America sent me multiple letters requesting more documentation and I complied with these requests before the expiration dates on the letters. The first customer service manager XXXX XXXX never called me. Then my account was turned over to another customer relationship manager XXXX XXXX and things really went downhill from that point on in 4 short weeks. XXXX XXXX was very aggressive and rude and even accused me of not living in my home that I purchased in XX/XX/XXXX and have resided in as my primary residence for over 12 years. XXXX XXXX  also ordered a valuation of my property on XX/XX/XXXX and I received a copy. My home is not " underwater '' in fact I have a positive equity balance of over {$150000.00}. My loan balance is currently {$100000.00} and the bank valuation report was for {$250000.00}.
Bank of America never " reviewed '' my RMA request even though I sent them a " complete package '' of requested documents or offered me any type of relief or repayment or forbearance ( even though I continued to catch up on loan payments and was current on all payments by XX/XX/XXXX ). They also never offered to waive any late fees or reinstate my loan as I was current on all payments. Instead Bank of America notified me on XX/XX/XXXX that my mortgage would be transferred/assigned to XXXX XXXX on XX/XX/XXXX.
It appears to me that Bank of America 's primary intent was to circumvent the National Mortgage Settlement Relief Act and " dual track '' my loan over to another smaller company that was n't bound to the Mortgage Settlement Act to foreclose on my home loan mortgage.
Since XXXX XXXX took over the servicing of my loan on XX/XX/XXXX the nightmare has increased tenfold. As of XX/XX/XXXX I have yet to receive a loan account number or mortgage payment coupon or instructions from XXXX XXXX for my mortgage payments. However this outfit based out of Texas has had the audacity to harass me by phone and have a real estate agent contact me by phone and text to attempt to get inside my home for a VPO.
On XX/XX/XXXX I listed my property for sale because I no longer wish to deal with Bank of America or XXXX XXXX as I have not been treated fairly. I believe both companies have discriminated against me because of my XXXX and not made any type of acommadation as required by the American with Disabilities Act ( ADA ). I am current on my mortgage and it is my intention to stay current and sell my house then pay off my loan rather than continue to have to deal with those that seek to steal/deprive me of my property/asset.
I mailed my XX/XX/XXXX mortgage payment to XXXX XXXX by USPS Priority mail tracking ID ( XXXX ) to the address instructed by Bank of America in a letter dated XX/XX/XXXX *that I received on XX/XX/XXXX ). Bank of America specified that I should mail my payment and use my Bank of America account number until I received paperwork and a new account number from XXXX XXXX. XXXX XXXX received delivery of my personal check for the full payment of my XX/XX/XXXX mortgage in the amount of {$1300.00} along with a copy of the letter from Bank of America and my XX/XX/XXXX mortgage coupon. This payment has not yet been presented through my checking account or applied to my loan. XXXX XXXX continues to harass me with phone calls even though I am hearing impaired therefore I sent them a Qualified Written Response letter today on XX/XX/XXXX by USPS certified mail ( XXXX ) requesting information about my loan and informing them of my payment for processing.

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