Consumer complaint received 2019-08-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
I was told that house was already sold and no one had contacted them. Then a few weeks later, told house not sold for foreclosure and new date is XX/XX/XXXX. I asked for a refund of the {$900.00}, emergency payment to stop foreclosure and told no refunds and still many other options. The man that asked for the {$900.00} phone payment, XXXX XXXX at XXXX XXXX XXXX, did so on a Friday and on the following Tuesday I was told house was sold, by Real Estate Agents. Tried to reach him in office but was out of office until the following Friday. Asked for refund and told no refunds allowed. Made several calls and spoke to ladies in office, but never heard from him again. Loan is with Bank of America, a Home Equity Loan, and in my husband 's name only. He passed away in XX/XX/XXXX, and Bank of America was given a death certificate. After that date, I was not allowed to receive any information regarding the loan and told my job was only to pay the monthly statements. I did until XX/XX/XXXX, and became behind on payments. Spoke to an attorney that referred me to Senator XXXX XXXX Office and XXXX XXXX, has been assisting me to get help with information regarding this loan. He put me in contact with XXXX XXXX, Resolutions Specialist. Had a couple of phone contacts, then a taped phone interview. Told me he would send me five documents I asked for a something in writing on Bank of America Letterhead, that he did a loan search and found that no other names had ever been on this loan and that a Power of Attorney, was not involved in the loan history. I did not receive the documents or letter from him, regarding our conversation on the taped phone call on XX/XX/XXXX. I waited ten days and then went to my local Bank of American Bank and they got the information I needed to contact the Loan Retention Department. Got XXXX XXXX and she got busy explaining how things worked and that I needed to be a Successor to receive information. She checked XXXX XXXX 's nots on loan history file and saw that he approved the " Successor '' status for me to get information on XX/XX/XXXX. I told her it has been two weeks and no paperwork. She got busy and sent me the original paperwork, with my husband 's name on it, the loan settlement statement the loan history and the load pay off date and amount. The loan line of credit, approximately {$50000.00}, with transaction information, did not show up with the other four documents I am still in the process of trying to get a copy of those documents, with XXXX XXXX, XXXX XXXX and XXXX XXXX, have not responded and have concerns about the final date to pay off my husband 's loan being XX/XX/XXXX, without the complete paperwork and the time to seek legal and financial advice, regarding it's status and how it is going to impact whether or not I will be able to sell house and pay off both loans on the house and unsecured credit, as planned. Getting threating telephone calls from XXXX XXXX XXXX, a company I am not familiar with. The most recent caller has been a man named XXXX XXXX, but several other men and women calling my unlisted number and no idea who they are. The calls tell me to call the number XXXX, or I will have a lot of unpleasant legal things happen to me. Must call immediately and they all ended with sarcastic wishes for Good Luck. The only banks I am dealing with are Bank of America, for the Home Equity Loan in my husband 's name and XXXX / XXXX XXXX, represented by XXXX XXXX XXXX. I have been told by Mr. XXXX in Congresswoman 's Office, working on this, that I have been given until end of XX/XX/XXXX to deal with Original Mortgage in my name. XXXX XXXX XXXX 's office phone number is XXXX and her fax # is XXXX. They have copies of the transactions between both XXXX XXXX XXXX and Bank of America, and been in contact with them since XX/XX/XXXX. When I could not get paperwork from bank of America, a local attorney, suggested I contact them and ask for their help. They have been wonderful in navigating this difficult situation. During this entire process a great deal of confusion as to who was foreclosing. The company that handles the paperwork in our area, XXXX XXXX, did not list the name of the bank and not until three days before the first foreclosure date was scheduled, we were all under the impression that the foreclosure was for the home mortgage and that XXXX was foreclosing. Asked Bank of America to have their name listed on the paperwork sent out. There was one notice that listed the name of a XXXX / XXXX employee and that lead us all to believe it was the mortgage company as we all have been working with them. It turned out to be Bank of America and since we had not heard form them in months, had no idea. Did get updated, XXXX XXXX document with Bank of America on the paperwork. The attorney 's that are representing Bank of America on the foreclosure are XXXX XXXX, at XXXX. Don't know if they can be helpful or not.

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