Consumer complaint received 2015-03-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been attempting to get a Mortgage Modification with Bank of America for over four years. Each time until recently I have been placed in a circle where without explanation by modification has to be restarted without a final answer of the previous attempt. I have a numerous number of agents assist me with this process until recently when I was afforded a Dept of Justice Modification that was part of a settlement with BOA and the XXXX due to the mortgage crisis. BOA has not offered any proof od security in the process in writing and I had to pay a large monthly installments out of faith to ensure the new loan of my home. Now that they have received their money not only has the demeanor of BOA personnel changed towards me but also the timeline to complete the process has been drastically expedited. My rep explained to me the loan would be in underwriting for at least 30 days, at that time I would receive paperwork I needed to sign then given another 30 days to return the information. At this time I have only heard via phone call my modification was approved and I need to send all required paperwork by by XXXX XXXX, 2015. This is gives me less than two weeks to turn around vital paperwork to save my home. It took four years and a 16 billion dollar fine for BOA to get my mortgage right but I have less than two weeks. When I attempted to escalate my concerns to an authority that could better assist I was denied any chance to speak to someone above my case managers supervisor. His supervisor was rude and uncooperative to reason by telling me how they expect anyone above her would respond to my request. This experience with BOA has left me feeling they rather foreclose on my home and sale it at a higher price than what my modification was ordered by the DOJ to be in order to recoup part of the money lost from the previous fine. I served over 20 years and XXXX I 'm confused why BOA would include XXXX in their title. My wife and I are both XXXX veterans and she is a XXXX. Our income has changed dramatically over the last three years plus our flexibility of employment is limited due to high medical demands. We need this modification to go through and our ability to return needed paperwork is important to finalize the details. I pray that BOA would take action not only to allow me time needed to return my paperwork, but adjust their policy to do so when the opportunity warrants. I feel BOA owes it to their customers/ clients to place them in a Mortgage that reflects the true value of their home and should make ample time to ensure all homeowners are given time necessary to salvage their lives do the financial crisis caused by BOA and other banks affiliated with this issue. With extra care to those who have served and lost part of themselves after serving in XXXX protecting our way of life. Some agents say thanks but actions speak louder than words.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief