Consumer complaint received 2022-01-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am working to trying to obtain a loan modification for this account ending in XXXX, i am the executor of this estate and thought i was the successor in interest. The bank continues to make major mistakes that can lead to a foreclosure. Allow me to explain below. I fell that Bank of America ( BOA ) wants to have this go in foreclosure and they do not want to work this out, its the only logical explanation of the gross neglect they pose.

For well over a year i have been trying to work out some kind of plan to get this account current, when i call in or when they call me I am told something that is totally untrue, then if i call back I'm told the exact opposite, i have even been told conflicting info by the same person on the same call. I was told about back in XXXX of XXXX that i could apply for a loan modification IF i became the successor of interest, which i agreed, i received the affidavit, filled it out, had it notarized and sent it back in. Upon calling them over the last few months i was told, " Yes I'm the successor in interest '' then 2 minutes later told, " No I'm not I'm a potential SSI '' I ask what else do you require for me to be confirmed as SSI, the answer is " I don't know '' " we are not sure '' " Ill have to check '' On XX/XX/XXXX I contacted the bank and the rep states I can apply for a loan modification as I " Am the confirmed Successor in interest '' I spent 45 minutes on a phone call doing the application. I uploaded all of the paperwork and supporting docs that were requested of me. I even called in to make sure it was in process, i was told YES and i should wait for a response in 5-7 business days but could be more. I did call in the XXXX, XXXX, to double check. I was told all is good. 

On the XXXX i logged into the account and see a document that is being sent with the entire loan application that i just completed on the XXXX. I am now being asked to Refill out the same application i already did. I took it upon myself to refill out this application i sent it out on the XXXX VIA, USPS mail with tracking, Via fax, and via the Document uploader the bank has. I then called in to discuss this.

Here is the convo ( note this may not be verbatim but its accurate ) ME : why did i get another application them : You are NOT yet confirmed the successor in interest so the application can not be processed until you do, I can not confirm that you even filled out an application. 

ME : You can not confirm that i was on the phone on the XXXX for 45 mins? You don't see a loan modification app on file? 

Them : ( Silence the first time ) Finally " No i see that '' ( the same person l said 2 mins before i did not ) Me : So you do see a loan mod app for the XXXX? 

Them Yes Me ; But you just told me you didn't Them : I'm sorry i misspoke, But you have not been confirmed the SSI yet. 
End Basically during this call the rep found out that the Affidavit WAS sent in they claim the receive date was in XX/XX/XXXX it has been sitting in limbo since then, and they at the moment have absolutely no idea why, the claim is they are reaching out to that dept. to find out. 

I also have a dedicated service rep who wont answer emails, who wont put anything they say in writing. 

This is just one instance of what happens when i contact them i could likley write close to 100+ pages of everything. 

Bottom line the people assisting me are not capable of handing this, they make major mistakes that can have major outcomes and they just say what any person who is not capable of doing a task " I never said that '' " I misspoke '' I need somebody to work with me on this who is actually able and capable of handling this situation I very simple Inhouse audit of phone calls will prove my complaint

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