Consumer complaint received 2017-01-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I would like to file a complaint against the Bank of America. I entered into a loan modification in XXXX 2016 with the Bank of America. I was provided with a trial period plan offer as of XXXX XXXX, 2016 to start a XXXX Standard Modification. The trial period covered the months of XXXX - XXXX 2016. I made all XXXX trial payments as agreed upon on time and received a final approval on XXXX XXXX, 2016 after I requested to know if the modification was approved or not since had not heard anything. However, I kept making the payments as outlined in the agreement. The issue, the Bank of America is refusing to correct my credit report to show that I made my payments as agreed. As part of the program, your credit would be impacted in the trial period, but my account was to be trued up once I received the approval and acceptance into the program. Because the bank was late in completing my administrative paperwork. I am seeking your assistance in updating my credit report to reflect the proper payment history in regards to my mortgage. The bank only true up the months of XXXX through XXXX but failed to accurately update the months of XXXX, XXXX and XXXX due to their own administrative error. My credit report is showing that I was 30-59 late during XXXX XXXX 2016 months when that is totally false. I have been trying to get Equifax and the Bank of America to fix this issue. The Bank of America is stating it would take 6 months to 1 year to correct per XXXX XXXX, BOA Home Loan Team Representative. I went into my local branch in XXXX, GA and spoke with XXXX XXXX, Bank of America Relationship Manager who agreed it was an administrative error on their part and sought assistance to get the problem fixed. I was provided with case number XXXX in XXXX 2016 and was told it would take 60 days to correct. In meeting with XXXX XXXX on XXXX XXXX, 2016, he was told I should have never been approved for a modification because I was not late on my mortgage even though I was experiencing a financial hardship after completing the Home Safe Georgia program in being unemployed than later underemployed. The program clearly states a financial hardship is eligible for entrance into the program. Next, he said, the bank had corrected my credit report with the exception of XXXX 2016 which was no true after retrieving my credit report while in his office. Finally, XXXX XXXX said I would have to prove to the Bank of America that they were responsible for correcting my credit report. In the trial period paperwork work it specifically states that the bank will continue to report the status of my loan to credit reporting agencies as well as entry into the Trial Period Plan in accordance with the requirements of the Fair Reporting Act and the Consumer Data Industry Association. Next I was given another case number XXXX to add to my credit report that I was delinquent due to the loan modification when that is still not the case since I paid what was in the agreement. I forwarded by payment history, approved loan modification document and trial period agreement documents along with my credit report and no one will fix this problem. I keep getting the run around and the bank keep asking for extensions to investigate when they should have all documents pertaining to my loan since my original loan and modification was completed through them. Each department has a different answer or stating it should be handled now by a post mortgage department. No one wants to take responsibility.

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