Consumer complaint received 2022-06-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Due to COVID I easily requested and was approved for a forbearance on my mortgage with Bank of America that originated in XX/XX/XXXX. Throughout the first 15 months of the18 month forbearance period there was only occasional communication between myself and B of A. Check-ins as I would refer to them, were short and routine, XXXX XXXX XXXX apparently my relationship manager, was the one calling once a month or so. When we spoke again in XXXX or XXXX, we got into more detail, discussing the options I would have at the end of the 18 month forbearance. 
Those options were to pay the full amount up front, add it to the end of the mortgage ( due in a balloon payment ), call HUD, apply for Hardest Hit or that we could work out something else. But she couldn't give me a clear cut answer on the options listed on the paperwork they would send every month. Specifically a rate reduction or in my case, just lock in my current rate of XXXX for the remaining time of my current loan. I did not want to go through a full loan modification and have never waivered on that. 
In XXXX, someone different from B of A would call nearly every day always providing the same phone number, the same XXXX XXXX provided. I could never seem to get ahold of XXXX XXXX and every person I spoke to gave me different information. All they ask is if I am having financial difficulty due to COVID provide HUD phone number, and that I may qualify for mortgage assistance through the Hardest Hit Fund .... same speech read to me every time. 
I finally explained HHF HAS CLOSED APPLICATIONS FOR XXXX so please stop giving me that information as it is misleading! I had also called HUD who provided 3 phone numbers to local " mortgage counselors '' none of which could assist, guide or answer my questions. 
At this point XXXX XXXX had already agreed to the above terms, {$1000.00} a month for the remaining life of my loan and defer the missed payments to the end. When I received the paperwork to sign the verbiage was conflicting so I called, answered, returned calls countless times asking if my rate/payment would change. ALL representatives initially saying NO it would not change. It will be {$1000.00} but after explaining my mortgage rate changes every XX/XX/XXXX will it continue to do so. Some said no, some said they weren't sure, some told me I had to go through a loan modification, etc... some said they would call back with the answer. 
On XX/XX/XXXX XXXX told me she would send out the agreement and to expect it within 10 days. During which time I was already in the process with CA Mortgage Relief. I didn't receive anything from B of A until XX/XX/XXXX with the offer of a loan modification 40 YEARS AT 4.6 % I immediately called and spoke to XXXX who was rude and full of ways to push me off to someone else. Again being told I would need to speak to XXXX XXXX who has no direct line, not on my paperwork and only available by calling XXXX before XXXX XXXX  I have spent countless hours trying to resolve this, even calling XXXX  with XXXX on the phone verifying I have been approved for assistance equaling the missed payments. Y In the meantime, I received a statement with 4 % interest rate effective XX/XX/XXXX. 
I am still waiting for an answer. I was on the phone with XXXX, XXXX, another rep that called yesterday ... ALL day. When I finally spoke to XXXX on XX/XX/XXXX said that my rate would not change but that I would need to make a payment before she could send out the offer again. because now I have missed 19 months and 18 is the limit ..... 
When I asked exactly how much is the payment you need today? Where will it be applied.? She told me 3 different amounts .... {$1000.00}, {$1000.00} and {$1100.00} .... mind you, the rate already changed I informed her they would be getting the voucher up front from CA Mortgage Relief s  ( although she didn't know wherher or not the rate would increase she would call me back in 20 minutes. Still no call and no answer. 
I have been approved There is so much more, never getting a clear cut answer, having to explain over and over. I asked did you even review my account before calling????? 
I just wanted to lock in my rate that I had in XXXX ( I started requesting this back in XX/XX/XXXX ) for the remainder of my current loan. 

Please help me with this.

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