Consumer complaint received 2015-06-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
I have a home that I purchased with an XXXX loan ( 80 % being owned by XXXX XXXX and 20 % being owned by Bank of America ). In XXXX of XXXX, I lost my job and had to relocate states for a new job. I put my home on the market in XXXX of XXXX and have had it actively listed through XXXX XXXX. 
Throughout this entire process, the home was n't getting any offers ( after over XXXX showings ) so I took a short sale offer in XXXX of XXXX ( which is also the last time I paid my mortage ). XXXX XXXX approved all paperwork for the short sale within XXXX weeks of getting the offer. With that approval, my agent and I could then start the Bank of America approval process ( submitted around XXXX/XXXX/XXXX ), which I was told by BOA representatives, would be quick and easy as this is a XXXX mortgage and they would follow the primary lien holder. 
Throughout the Bank of America process, I was repeatedly handed off to new Account Managers that were handling my mortgage process. Every time I had called them and left voicemails, I NEVER ONCE received a return phone call ( my agent, on the other hand, did receive a few calls, but it was never consistent ). I called the customer service line to follow up on the status of my offer at least every other day ( which they noted all the while in my call log ). I was given multiple 'closing dates ' but as each one neared, they claimed they were missing some sort of documentation ( although my agent and I spent many hours uploading the same documents over and over through their systems ). This took us all the way to XXXX and when this was finally approved by Bank of America ( closing date was slated for XX/XX/XXXX ... ..XXXX full months after initiated ) - the pipes in my home had frozen and burst, causing extensive damage and the buyer backed out. 
Currently, I have another offer on the table, again XXXX XXXX quickly approved ( this time within XXXX weeks ) and now again, I am waiting on Bank of America to approve the short sale. This time, though, they had already 'charged off ' my account ( which I was never given any notice ) so I had to have a special team handle my account ( I could never reach any customer service reps on the phone to discuss what to do ). Now that they are reviewing all of the documents, they are asking for very basic information ( all of which had previously been uploaded into their systems ) ; items that have been legally recorded in the County Auditor 's website, they are asking me to verify if that is indeed truly Ohio 's law ( really? could something be recorded by the County Auditor as a public record, filed my an attorney, be under Ohio Law )? I have provided all necessary documentation and again, still can not get a straight answer, whether it be via phone call or email. 
If this does not go through, I will be forced to foreclose on the home and truly, I feel as though this would have been completed months ago had this been handled professionally and on time. I have always been MORE than accomodating, spending hours of my time on the phone ( which they have said to me they could see in their call logs ), only to get different answers from each different person that has touched my account. Again, if I have had an approval on this short sale previously, using the same documents, why is it not being approved again? Yet the offer to BOA is still exactly the same as the previous offer? I truly feel that this has been extremely disheartening, not to mention so incredibly frustrating. I 'm really hopeful that something can be done so other people do n't have to go through something like this! 
It 's very frustrating that for 9 years, I had always paid my mortgage early/on time, yet can not get any sense of closure on something that was certainly out of my control.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation