Consumer complaint received 2016-06-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have a VA home loan and the home loan servicer is Bank of America. I received a Notice of Default and it states " The current owner of the Note secured by the Deed of Trust is XXXX a corporation organized and existing under the laws of the United States of America. XXXX. I contacted a housing counseling XXXX. The counselor stated I could submit the packet for the XXXX Program. There is relocation assistance of {$10000.00}. The housing counselor stated she could not find my name and address on the XXXX website. I submitted the packet to Bank of America. I started making repairs to the property. During XXXX there was a XXXX hold placed on the property which lasted until XXXX. I contacted the VA Loan Technician and asked for an extension. The original foreclosure sale date was XXXX and was moved to XXXX. I had been in contact with a B of A, Customer Relationship Manager, until approximately XXXX. I received a letter that person will no longer be my single point of contact later my calls were being handled by customer service. Several times while speaking with the CRM I mentioned the relocation assistance and asked about disbursement once the property is sold. Around XXXX XXXX, the XXXX hold was removed. I had never received an explanation as to why a hold had been placed on the property or what I should expect. On XXXX XXXX, I found out that the property was scheduled for auction the next day. I told a supervisor that no one told me the property was being sold. I wanted to do a short sale and get relocation assistance. I told him I did n't have a single point of contact any longer. He stated " no one was reviewing my account that 's why. '' The date was changed to XXXX XXXX. A couple of days later in XXXX, a new CRM called me asked what I planned to do. I explained a short sale and again asked about the relocation assistance. He stated I could not participate in this program because of the type of loan I have. I mentioned no one has told me that before and the first CRM knew my intentions. He mentioned he would be talking to me once and someone else would be my CRM. In the meanwhile they sent me another mortgage assistance package. I have a letter stating I can do a short sale but it does not mention relocation assistance which is what I wanted. I wrote a Qualified Written Request to Bank of America, to verify who the Lender/Investor is. The reply was " the Investor is XXXX as the Trustee for XXXX XXXX Trust XXXX which has an address XXXX. I called XXXX to verify the information. They looked up my name and address and said the account was " inactive '', " liquidated '', and they could n't help me. I had even obtained the XXXX loan number after they advised me to call B of A and get it. I wrote to the VA Loan Technician and explained the situation. He reached out to Bank of America and asked about the Investor. The reply he received back is " The relation to XXXX was communicated incorrectly. The subset that the loan is in is a group of repurchased loans from XXXX which explains why they do not show to own it. '' My information does n't populate on XXXX loan look up. The housing counselors are relying on the information they find online to determine which program a customer might use. Eventually, someone was able to identify the Investor as a Trust. I had no way of knowing which mortgage assistance program I should have been considering. Bank of America provided the wrong information on my Notice of Default. I was unable to participate in any assistance program. I faxed a letter to B of A attorney 's stating the problem. They did not cancel the auction and proceeded to sell the property.

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