Consumer complaint received 2015-10-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
This complaint is in regards to discrepancies between Bank of America and funding from Hardest Hit. There are additional issues around the lack of timeliness and the lack of answering customer inquiries.In the XX/XX/XXXX I made several attempts to meet with BOA in person in order to discuss the loan modification process. I was told that they would not meet with me at the local BOA even though I stated that I had an extenuating circumstance and could not travel any farther at that time. They suggested I complete the process via mail. In XXXX the loan modification application was sent to me. I completed the application and it was XXXX back to BOA on XX/XX/XXXX. 
BOA was to call me on XX/XX/XXXX to confirm that they had received my application. No call was received. I called BOA and was told that the documents I had sent were not received. Over the next six weeks, and numerous phone calls later, I was able to confirm that the application was received ( I was told it was there the whole time but the customer service rep missed seeing it ) but that the application was incomplete because of missing documentation. Additional documents were sent ( which were not included in the original packet ). I waited for these documents and then returned them. After the documents were received I was informed again that I needed to fill out more documents. It is now XX/XX/XXXX. I called to inquire if the required documents had been sent and I was told, by the customer service rep, that she left early because of a snow storm. We spoke again on Monday and the documents had still not been sent. I called on Tuesday and was told the documents were still on her desk. It was at this point I contacted XXXX XXXX, who assisted me with my Hardest Hit application, and met with them on XXXX XXXX. As of that date I still had not received from BOA the rest of the required documents for the loan modification. The same customer service rep was assigned to my file from XXXX through XXXX. From XXXX - XX/XX/XXXX I spoke with several BOA employees from various departments in order to get my questions answered regarding what appear to be billing discrepancies ( please see attached documentation ). Not one person could address any of my questions. XXXX employees stated, after looking at their screens, " I do n't understand. '' As a side note, I tried to complete the entire loan modification process before the XXXX when I had XXXX XXXX surgeries and was in a XXXX through XXXX. And there is yet another impending surgery. 
Since XX/XX/XXXX I have had at least XXXX, if not more, customer service reps. These reps have not been able to answer a single question, they have passed me along to other departments, who did the same, and have had their assistants return calls. XXXX XXXX Center has also made extensive efforts on my behalf with similar results. 

The issues and time lines are attached. 
Most recently on XX/XX/XXXX I spoke with the customer service rep to confirm our XXXX phone meeting on XX/XX/XXXX to discuss foreclosure. We confirmed that she would call me at XXXX central time and I confirmed my number again. I offered to talk to her right then but she said that she was waiting on numbers. I did not receive a call at XXXX on XX/XX/XXXX. I left the house at XXXX and did not return home until later in the evening. 
I have done everything that has been asked of me. 

Recently the State of Illinois declared me XXXX. I am moving forward on applying for another loan modification. It is critical that I stay in my home until I recover from my next surgery. 
Your assistance is deeply appreciated.

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