Consumer complaint received 2016-06-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
No Single Point of Contact It has been almost two weeks since I found out that Bank of America had set a foreclosure date on my home. 
In XXXX of XXXX XXXX XXXX XXXX filed complaints on my behalf with the CFPB. 
- During the complaint process Bank of America 's attorney XXXX XXXX, began negotiating a settlement with me. Please see attachments. 
- The CFPB complaints concluded and BOA pulled XXXX XXXX off of my case right in the middle of our settlement negotiations. 
- Very shortly thereafter I found out BOA had put a foreclosure sale date on my home. 
- Since finding out about the sale date my attorney and I have been trying to reach a Single Point of Contact at Bank of America as required by the New Federal Mortgage Servicing Rules. Bank of America has only provided misleading promises of fixing the situation. None of which have been followed thru on. 
- My attorney has been trying to reach Bank of America since XXXX XXXX, XXXX only to be directed to a XXXX XXXX XXXX 's voice mail which does not have call forwarding features. It also does not contain any other contact information. IT IS A DEAD END. 
- I took over calling this week and have experienced the exact same results. 
- Eventually a couple of days ago I found an old phone number that takes me to another department that claims to have no information about my current situation. 
o Some of the representatives at this other number have been able to transfer me to the Case Management Department to speak to another representative. 
o In the conversations with the Case Management Department representatives I have been promised by a supervisor on XXXX occasion and BOA representatives on other occasions, that the phone issue would be resolve immediately. These promises started Monday XXXX XXXX, XXXX and my calls still go to XXXX XXXX answering service today Friday, XXXX XXXX, XXXX. 
- This is now into the second week that I have been unable to reach a Single Point of Contact at Bank of America or any other representative for more than a onetime call. 
o I was told again this morning by a Bank of America representative that XXXX XXXX was my CRM and would be getting in touch with me, then I was transferred to his answering machine " again '' after I explained to her that he has been left messages daily. 
o I have now lost extremely valuable time to defend my home against their Foreclosure date of XXXX XXXX, XXXX and my attorney has been unable to speak to any representative at BOA who can act as a single point of contact or provide any " real time '' information concerning my home. THIS IS AN ILLIGAL FORECLOSURE FROM COUNTRYWIDE MISDEEDS. Bank of America 's failure to provide me with a single point of contact is just another way for them keep me from defending my home. 
My desired resolution would be : XXXX Bank of America has failed to provide a Single Point of Contact, to have the foreclosure date stopped immediately and to have XXXX XXXX, Bank of America 's attorney assigned back to my case to continue the settlement negotiation talks/process with my attorney XXXX XXXX who already has approval to speak on my behalf by myself and BOA.

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