Consumer complaint received 2016-12-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am in a bit of a quagmire as I would describe it. My wife an I lost our jobs in XX/XX/XXXX and XX/XX/XXXX respectively. She has since started working while I had to stay home and take care of my mother who just passed in XX/XX/XXXX from XXXX. The mortgage fell behind, and the bank has filed foreclosure. I am trying to work with them. However, they are being very dishonest, and deliberately misleading. I explained to my account manager from bank of America that I was taking my mother XXXX back to the XXXX as she had requested. However, I would be willing to miss my mother 's funeral in order to bring my mortgage current. I asked what did I need to do to make my mortgage current. I was told that I needed to pay the past due along with all fees which would include the attorney 's fees. My account manager explained that she could not give me an exact amount nor an estimate because the attorney 's fees had not yet been calculated. She recommended the I should apply for a modification while I waited for the fees to be calculated. She also informed me that based on the fact that I have had XXXX previous modifications with in the last five years that I would not qualify. She recommended doing a reinstatement. she explained that I would be required to pay half of the past due amount, while making the other half over the next six months along with the regular payments. I agreed. My account manager explained that income documentation would be required in order to make sure that I would be able to afford the payments for the six months. I told her that I would have to call back based on the information that she wanted. I made several attempts to reach my account manager to complete the request but was unsuccessful. 

I carried my mother XXXX home and upon my immediate return I contacted the bank. I explained to the representative that picked up that I was trying to reach my account manager and was unsuccessful and that I was an urgent matter. he reviewed the file and said that he would be able to collect the information on her behalf. I submitted the information and was told that she would follow up with me shortly. 
After about a week I received a letter stating that a box on the XXXX was not checked so I need to resubmit the XXXX. I did so immediately and submitted it on the bank portal. I followed up with bank and was told the modification was still in process. I was very surprised because it was suppose to be a reinstatement not a modification, and I was told that the reinstatement would be a quick turn around. I called my account manager repeatedly until eventually I reached her. I explained my concerns at which time she told me that was done in error. she said that I should make it go through and see what happens. once again I explained my desire to make this current immediately because I was very concerned about all the mails that I was getting from different attorneys. I again asked how much was it to bring the mortgage current. She said that she would have to submit a request which I should receive with in 30 days. She said that nothing would happen as long as there is a modification in process. Last night at XXXX I answered the door only to be served with a summons. I called the bank today to reach my account manager to find out what was going on. She was out to lunch. I was greeted by an individual who thought was a joke. I was told by him that it was my responsibility to bring my mortgage current. I explained that I have been trying to do so for some time now, but I could never get the amount need to do so. I asked him if he knew what that amount was, to which he replied no, and that he would have to submit a request. I asked him to do so. He then said that he was unable to because one was submitted already. All I have been trying to do is make my mortgage current.

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 non-monetary relief