Consumer complaint received 2016-04-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I sent a 30 day demand letter to Bank of America stating my grievance. Below is an excerpt from the letter explaining the situation : " On or about XXXX XXXX, the following unfair or deceptive act occurred : I called Bank of America to advise that my mortgage payments for the property located at XXXX XXXX XXXX, XXXX, NH XXXX XXXX be late. This was due to that fact that I was on maternity leave and receiving a reduced income for that period of time. I had been routed to your loan modification department and was advised by the representative I was assigned to that I would qualify for a loan modification and that I could pay reduced payments. I was advised on numerous occasions by this employee that there would be no impact to my credit if I decided to take this course of action and made all of my payments as agreed. During the period of time that I was paying the reduced amount, I received letters from Bank of America threatening foreclosure on my home and when I called my point of contact to inquire about them, I was advised to disregard the letters. He advised that the departments did not " talk '' and that everything would work out once the loan modification had been finalized. XX/XX/XXXX, I received a notification from my credit monitoring service that my mortgage was 120 days late. This was just as I was finalizing my loan modification. My original point of contact no longer worked at your company and I was routed to another representative. She advised that this loan modification would indeed adversely impact my credit. Unfortunately, I had no recourse as this information was provided to me late. Moreover, as I was paying as agreed, I still could not fathom why my account would be viewed as late or delinquent. I attempted to dispute this delinquency through the credit bureaus as I had been provided misinformation by your company. Further, I had not been late in making payments that your company and I mutually agreed to. I was not successful in my disputes as your company indicated to the credit bureaus that I was indeed late in making my payments. I called recently to request a letter from your company stating that I paid my settlement agreement on time as my credit score had been impacted and the representative in the loan modification department told me that there would not have been an impact to my credit if I paid on time. I explained to her what happened to me. It is unfortunate that your company still has not properly educated your employees on the impact to consumers and that they continue to provide misinformation without repercussions to them or your company. I would advise you to check your phone records as they relate to my account for proof of the aforementioned conversations occurring, as well as your records of my account as it relates to payment information. If you do, you will see that all of the information I have provided above is accurate. '' I did not receive a response in writing from this except to say that they thought they were right. More than 30 days after the letter, a customer service representative touched base with me to indicate they were researching the matter. Since then, another 30 days has passed. Today, I went to access my credit monitoring service only to discover that on this account, Bank of America has reported me as deceased. This information is false. I am trying to purchase a home again, and will not be able to without this being immediately resolved.

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