Consumer complaint received 2016-03-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
I initiated contact with Bank of America in XXXX regarding a HARP 2.0 Refinance. I was told that XXXX was the investor of my loan and that I did qualify for a HARP loan. After receiving quotes from Bank of America I wanted to get mortgage rates from other HARP lenders but I could not, because XXXX did not show my name and address in their database. 

I recontacted Bank of America to request the associated XXXX Investor number that would prove XXXX owned my loan but they refused multiple times and on multiple phone calls to provide this number. It was not until I filed complaints with the OCC and CFPB that Bank of America was forced to provide an Investor number. However, the number they provided was a XXXX digit XXXX Pool Number, which XXXX initially refused to acknowledge was legitimate, claiming the Investor number was a XXXX number starting with either a " XXXX '' or a " XXXX ''. Through multiple attempts at recontacting both Bank of America and XXXX I still do not have this XXXX number. It either does not exist or they simply refuse to give it to me. 

In addition to withholding my loan number information there is a separate issue. Bank of America, when reassigning my loan to XXXX, did not record my property address correctly. The unit number for my condo was not recorded. This is why my address never comes up in the XXXX data base, unless you leave off the unit number. Bank of America repeatedly denied that there was any address error and refused to look into it any further or refer me to anyone who could resolve the matter. 
I called XXXX. They said Bank of America ( as the servicer of the loan ) needs to file a " SURF '' update to correct my address with them. However, when I contacted Bank of America and the complaint resolution specialist assigned to my case, XXXX XXXX, she claimed she did not know how to file an address correction. I last spoke with her on XXXX/XXXX/XXXX. When I asked to speak to someone else above her she simply referred me to their regular mortgage loan servicing department. Once again I spoke to some uninformed service representative who also did not know what a SURF update was. All of this seems very absurd and unbelievable since SURF has been in place since XXXX as a way for banks who service loans to obtain or relay information directly to loan investors. It is their recognized communication pathway. 
I called XXXX again to let them know I can not get cooperation or assistance from Bank of America on the address correction. I insisted that they need to step in to help resolve the problem. I was eventually referred to someone in the XXXX Resource Center. On Tuesday XXXX XXXX, XXXX Fannie Mae called Bank of America and left a detailed message with XXXX XXXX on how to file a SURF update and/or how to contact the XXXX Customer Contact Team in order to file the update. I have requested that confirmation be provided from both XXXX and Bank of America when this is to be completed. 
Once again, I am absolutely furious and enraged that something as simple as providing a loan number and an address correction between these XXXX entities, Bank of America and XXXX, has been made this difficult. It has take countless phone calls to numerous service representatives, who are uninformed, unwilling to assist, and/or fraudulently withholding loan information and refusing to correct errors. I did not start to get any resolution of any kind until I filed formal complaints with regulatory agencies. 
This is, in my opinion, out and out fraud and consumer abuse and highlights the flagrant disregard by large financial institutions to take consumer protection laws seriously.

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