Consumer complaint received 2015-10-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: HI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I first inquired about a home loan modification, XX/XX/2015. Because of changed circumstances and starting to fall behind on my mortgage payments. I have managed to stay no more than two payments behind until present. I have submitted all requested " required '' information and documents. Every time I submitted the requested documents, additional information was " required ''. I was very conscious to not leave anything undone, or left out. However, every time I was told the same thing ; something was missing, incomplete or lost, and a request was made for additional " new information '', which I provided. This same thing happened at least XXXX times. I am XXXX positive that I never left out or failed to provide what I was asked for. Very soon after starting the process of a modification/review, I was given a letter of 'Intent to Foreclose '. Also, an appraisal of my home was made. On XXXX/XXXX/15 my personal home loan team member, XXXX XXXX called me. I had been in constant communication with her and/or another team member throughout the last 5 months since starting this modification process. I had just submitted what I was told would be my final one, which included a most crucial document, one which took me the most time, effort, and money to acquire, a recorded quit claim deed along with XXXX other " newly added '' documents. I had sent that " final packet '' in a provided XXXX envelope, same as previously. I took it to XXXX at XXXX, XXXX airport. I was told that it would be delivered on Friday XXXX XXXX, 2015. I assumed that XXXX called ( not a scheduled appointment call ) to tell me that the packet was received and a decision could now finally be made. I questioned her about this. She told me that the packet was not received. I was shocked. She " dug deeper '' into my file and said they received XXXX out of the XXXX final documents, but not the most crucial quit claim recorded copy. I was shocked and a little angry. I am absolutely XXXX positive that a copy was indeed enclosed. She requested/suggested that I resubmit it. XXXX then proceeded to tell me what I believe the " real reason '' for her phone call was. She informed me that there was a " transfer of servicing of loan mortgage '' to be done on XXXX/XXXX/15 along with all of my documents. I had only received this information the day before, on XXXX/XXXX/15 and was yet unopened. This letter was post marked XXXX/XXXX/15. This was not the 15 day minimum required notice. Confirmation of receipt of last XXXX packet was never confirmed. I was led to believe that this was the last packet of information, and was the final step for a decision to be made. So since this XXXX/XXXX/2015 phone call, I called back once. I called back on XXXX/XXXX/2015 and spoke with XXXX XXXX. I asked for complaint forms. He did n't have access to any. I asked him 3 times who made the decision for my loan transfer. He reluctantly told me it was the service release department. I pressed on for a complaint form, he said maybe customer service could help me. He said he would document my complaint. I told him to document that I did not accept or authorize this transfer, especially since I had just found out about it 2 days before and they lost my final submittal of a quit claim copy. I told him to tell them to find it or acquire it themselves. ( It is public access at this point ). He then proceeded to transfer me to customer service, I waited and nobody answered. I found some other customer service numbers to call. Guess what, they all went to his " home loan team '' department. My complaint is the devious, unethical and dishonest practices of all people, entities, and departments involved and responsible for for m ; y continued stress and frustration.

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