Consumer complaint received 2015-07-31
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IN
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
On XXXX XXXX, XXXX we received paperwork from Bank of America indicating that we had not completed a loan modification process from XX/XX/XXXX. The paperwork was dated XXXX XXXX and wanted us to completed the paperwork, have it notarized and to send {$650.00} payment to them. My husband contacted Bank of America to find out what this was in regards to because we had completed the modification process XXXX we had paid the fees in XXXX and had court documentation from XXXX XXXX stating all fees had been paid. XXXX set up a meeting with XXXX XXXX ( our account manager ) for the following day between XXXX-XXXX. The following day she called at XXXX in which she explained to my husband that they did not have any record of this paperwork. My husband indicated to her that we would fax over all the documentation including proof of payment of the fees. She set up a time to discuss the paperwork at that time for XXXX XXXX at XXXX. We faxed all documentation on XXXX XXXX and received confirmation of transmission. On XXXX XXXX XXXX did not call. We contacted Bank of America again and was informed that she put in the notes she tried to call but it did n't ring. They set up another appointment for XXXX XXXX at XXXX in which she again never called. We received a letter in the mail on XXXX XXXX XXXX XXXX XXXX that stated they received the documentation. We did not hear anything after this day until today XXXX XXXX, XXXX when our neighbor spotted an individual on our property taking pictures of our house. He wrote down the license plate number and my husband a XXXX ran her plates. I found the individual and reached out to inquire why she was taking pictures of my house. She indicated that she had been sent by Bank of America to deliver paperwork which she believed was for a refinance and wanted to know when we would be home so she could deliver. I reached out to BofA at XXXX and spoke with XXXX to inquire why they were sending someone out. She stated she did n't know why because she sees that we were current and they only time they do that is when you are in modification or foreclosure. She transferred me to Collections to speak with them about getting the visits stopped. At that time I spoke with XXXX. XXXX indicated that we had a balance of {$350.00} due to late fees and other fees, but did n't know why they came out and filed a complaint for me. I inquired into the balance at which she told me {$240.00} was late fees and {$100.00} was fees owed by borrower. I inquired further into the fees owed by borrower in which she explained to me that it was visits to the property to take pictures to make sure it was owner occupied and we were charged a {$15.00} fee per visit. I asked when did they come out and she explained 4 times in XX/XX/XXXX and 8 times in XX/XX/XXXX. I explained that would be {$180.00} so she began to dig deeper in which she determined that they came out 7 times between XXXX XXXX and XXXX XXXX and we were charged for those visits. During this time they did not speak to anyone for us to know we were on the property nor did we know we were being charged for these mystery visits to our house. I do not feel responsible for those fees as I did not ask them to come and explained this to her. She also indicated that our loan was current and not in jeopardy of foreclosure for any reason.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief