Consumer complaint received 2018-03-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX On or about XX/XX/XXXX through XX/XX/XXXX, XXXX XXXX Texas was hit by hurricane Harvey, for 8 days it rained flooding the area with 51 inches of rain accumulation, keeping the city locked in place. During the next few weeks we could not have worked even if we could get to the job site. 
In XX/XX/XXXX, I received a letter from XXXX XXXX XXXX, extending a helping hand, I did not retain a copy of that letter. On XX/XX/XXXX, I called Bank of America on the phone number provided in the letter, asking about the deferred payments for 2 months, the employee took my information said I would be receiving an information package in the mail, received approval dated XX/XX/XXXX, for forbearance, not one word about paying this immediately, it was my understanding and what the original conversation was about deferred, meaning to the end. 
XX/XX/XXXX, as per Bank of Americas approval I did not pay XX/XX/XXXX {$1200.00}. I received a certified package from Bank of America, stating they were placing my house in foreclosure, I called the as per the letter XXXX XXXX XXXX XXXX, 3 times no response, was told this package is automatically generated by computer, it is a mistake, to ignore it and throw it away, which I did. 
XX/XX/XXXX as per Bank of Americas approval, I did not pay XXXX {$1200.00} I also received another certified package from Bank of America, the exact same foreclosure notice as in XX/XX/XXXX. I called as instructed in the package, I was told yes Bank of America is going to foreclose on your property. 
No matter how many phone calls I made every customer service rep. had a different story, I tried escalating to someone higher, kept getting put off, so I contacted my attorney XXXX & XXXX to get involved, Bank of America was sent notice. 
XX/XX/XXXX, as per Bank of Americas approval for 2 month deferred payment plan, I made my scheduled payment of {$1200.00}. 
Bank of America sent a letter to introduce my new account manager I have been making my scheduled payments XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
In late XXXX I received a letter from Bank of America introducing my new dedicated customer relationship manager, I do not recall her name, but called for 6 consecutive weeks to get an audience with her to discuss my account, after 6 weeks of no return calls, I requested a change of new dedicated customer relationship managers, over the month of XX/XX/XXXX, I received no less than 7 letters all introducing my new dedicated customer relationship managers. 
XX/XX/XXXX My new dedicated customer relationship manger, XXXX XXXX XXXX XXXX my new dedicated customer relationship manager, XXXX XXXX. which I liked and actually treated me as if I mattered. Then Bank of America took her off my account. Why I do not know! 
XX/XX/XXXX my new dedicated customer relationship manger, XXXX XXXX. 
XX/XX/XXXX my new dedicated customer relationship XXXX, XXXX XXXX. 
What is going on at Bank of America? 
During the month of XX/XX/XXXX, I goggled Bank of Americas corporate office phone number, spoke with XXXX XXXX, she is the one who told me, after several months have gone by, that Bank of America, the stockholders and FHA, does not have a plan in place and are working to come up with a solution during this time of major hardship, I will be contacted when these groups make a decision. How do you offer to lend a helping hand, but not have a plan in place, then 4 months latter the plan has hurt the very ones it was advertised, to help. 
I was not getting any answers by calling Bank of America, after 4 months of being in the dark, receiving threatening letters from Bank of America, I decided I would go to the branch I personally go to and make my mortgage payment for the past 15 years to speak in person. I have a service dog, I went into the branch, spoke with an agent, yes I did make the statement we need to get to the bottom of this, so we are stayimg here until this gets resolved, less than a month later, I received a certified letter from Bank of America and XXXX XXXX XXXX XXXX, advising me they filed criminal trespassing complaint against me. I have personally hand delivered my payment each month for 17 years, I do not trust the internet, nor the USPS, so how can I make my payments. 
XXXX XXXX XXXX XXXX

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