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

Complaint:
A complete modification package was submitted to Bank of America on XXXX XXXX XXXX. XXXX XXXX Bank of America employee XXXX confirmed all documents were received, sale date scheduled for XXXX XXXX XXXX XXXX XXXX Bank of America stated that the file has been opened and will get assigned to an SPC. On XXXX XXXX our office spoke to XXXX who stated the file is still under review nothing is needed. The sale date for XXXX XXXX was postponed until XXXX XXXX. Our office continued to call on a weekly basis.On XXXX XXXX Bank of America stated XXXX things were missing, page XXXX of RMS section XXXX needed to be filled out and a letter of explanation with regards to a rental property/supporting bank statements. On XXXX XXXX Bank of America stated that there is no relationship manager assigned yet and did n't know why. On XXXX XXXX our office called in and escalated an issue. We spent 4 hours on the phone with regards the negligence that had been taking place with the file. Documents were requested, they were sent in, but yet the file went nowhere. We were then informed the file was closed on XXXX XXXX. We had never been given a deadline with regards to the documents. It was very apparent that this file had internal issues with regards to B of A 's lack of processing. On XXXX XXXX a manager, XXXX XXXX, with regards to the escalation from the previous day stated a postponement request was placed the file was reopened. He stated that a case manager was getting assigned. He confirmed there was nobody ever signed because the files fell through the cracks. We resent a modification package again just to be safe. There continued to be numerous issues within Bank of America with regards to XXXX XXXX 's file. A single-point-of-contact never became assigned. We were eventually told a letter went out to XXXX XXXX ( please see attached ). The letter only stated there was an outstanding issue, but did n't indicate what the issues was. The letter stated he needed to reply in writing which he did on XXXX. The letter XXXX XXXX sent stated the following - '' I understand there is an outstanding issue on my account preventing my loan modification assistance. Please advise with the outstanding issue is as i have a sale date set for XXXX XXXX. '' He was never informed of what the issue was. He was never even informed this letter went out on XXXX XXXX until we open this escalation. We were then told that another one of these letters was resent out, to which he replied the same way. Bank of America continuous negligence and discrimination against XXXX XXXX is very apparent. XXXX XXXX called in to B of A on XX/XX/XXXX and brought up the letter and Bank of America told him that there are no issues, they just want their money. It is repulsive that B of A is refusing to review a qualified homeowner for home retention options. There is no tangible reason for them not to open the file and assign an SPC. They have given our office the run around for months as we have spent countless hours on the phone trying to make sense of the " issues '' .. B of A denied the workout request based on inaccurate information and refused to take remedial steps to provide a qualified a solution to save the home. B of A held onto the file for several months, refusing to offer any indication of the file 's progress until there was little time to save the home.. By refusing to disclose details about the modification process, B of A is able to deny request at will without any accountability. The events described above are just a sample of the practices that are taking place at B of A.. We are demanding a work out solution are XXXX XXXX will assert his legal right and name B of A as a defendant in civil court.

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