Consumer complaint received 2016-07-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been trying for months to get a home modification with Bank of America. I have been denied several times stating that they " can not verify my identity ''. My husband is deceased and due to loss of income, medical and utilities bill along with other factors, I became behind on my mortgage. I have sent my driver 's license and other information to verify identity, but no one at BOA can tell me what information is required to prove identity. 
I had my daughter to call one of the BOA branches in our neighborhood to see if I could come in and talk, but I was told that they do not discuss Home Modifications at the bank and I would have to call the toll free number and talk with an account specialist! While I have been going back and forth with BOA, my mortgage continues to become further and further behind ( I started with 4 months and now it 's 9 months ). 
Now in XXXX, I had started the Home Modification Process and BOA had asked for my husband death certificate, I took the death certificate to a Bank of America branch and watched the employee scan it in. BOA came back and stated that they did not receive it and eventually closed that Home Modification application stating that they did not receive the requested information ( I was sick and unable to keep sending it to them ). Also during this Home Modification process in XXXX, I have also been denied stating that they could not check my " credit references ''. When I sent my husband 's death certificate with my XXXX Home Modification paperwork, BOA de-activated my debit card and when I called them they said that their records stated that I was deceased ( my card has been de-activated twice and I have also received a letter requesting my death certificate ). Bank of America lacks communication within their organization. I am a Senior citizen and based upon all of the information that has been required, I feel like at XXXX years old I am being discriminated against. I was also sent my original signature from the original loan document, because they stated that my signature did not match! If it was n't for my family help, I would not have been able to continue to file for the home modification and escalate an appeal. I wanted to arrange payment arrangement, but BOA wanted to make payment arrangement of monthly mortgage + back pay divided in 6 months payment ( I asked for smaller payments and they refused ). My husband and I were married for over 50 years and I have lived in my home for over 40 years! He thought that our home would be paid off when he died, but this would be another complaint about BOA cancelling the XXXX and death insurance. 
I made a mortgage payment that was accepted at the bank, then BOA returned it! 
It is hard to continue sending information to a large company. I have tried to send an e-mail to several BOA officers, but 3 out of the 4 e-mails bounced back. My account specialist does not seem to care! BOA does not seem to care! They ca n't tell me what I need to verify my identity, but they can continue to send home appraisals and letters telling me that I do not qualify for anything, but I could do a short sale! My mortgage payment also went up for around {$430.00} to {$530.00} ( stating insurance, but my insurance agent denied the increase )

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