Consumer complaint received 2016-05-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX, we submitted paperwork to Bank of America to modify our loan. We were told that when the loan mod was completed all of our payments made to the loan would be reported as current. We started the Loan Mod in XXXX XXXX, however, in XXXX XXXX, we started making the trial payment, all of which were on time from XXXX XXXX through XXXX XXXX. The process to change the loan from temporary to final was supposed to take 4 months. It, however, took XXXX months. This was because of errors by Bank of America ( documents with errors sent out, back logged process, mistakes on their end, etc ). During this time, our loan mod specialist confirmed, verbally and in writing, multiple times, that we should not worry about our credit because when things are finalized they would retroactively correct our credit showing we were current on all payments made from XXXX XXXX on wards. 
We filed a complaint with you, the CFPB, in XXXX due to the constant delay and excuses on finalizing the loan, from which we received a letter from the CEO of Bank of America apologizing for all of the problems and delays on their part. He admitted fault in their process and ensured they would fix the issue. When the process was complete, in XXXX XXXX, we were ensured, in writing, our credit report would be fixed in 30 to 45 days by Bank of America. We waited and waited. Nothing happened. 
We recently ran our credit and noticed that, in XXXX, Bank of America never corrected our credit. We contacted Bank of America and it appears that their internal system was never updated/corrected as well. The person we worked with does not work at BofA currently. But our credit remains the same. When we communicated this to BofA, they told us to contact the credit bureau ( in XXXX ) with our receipts and they would fix it for us. We disputed the credit report ( reporting XXXX late payments - all of which were paid on time ) several times now and then consistently come back to us as " verified. '' They are calling BofA, whose system was never changed, and verifying details when we have all of the receipts from Bank of America showing all of those payments, emails from Bank of America before, during, and after confirming they would fix the problem and all of the payments show be reflected as " current '' ( not 30 days, 60 days, 90 days, or 180 days late ). We have a letter from the CEO stating the problem was on their end plus numerous emails with their confirmation of problems on their end ( delays, back logged, lost the paperwork, paperwork signed has an error and we must resign, etc ). 
We are exhausted with dealing with the XXXX credit bureaus disputing, and then re-disputing, and re-disputing constantly. Calling Bank of America who tells us their system must then by incorrect if we have the receipts and emails. Bank of America telling us they can not fix it because their system is not showing that, however if we send the proof we have to the XXXX credit bureaus ' they should be able to fix it for us. 
We are asking that the CFPB step in and look at the numerous items we have where BofA ensured our credit would be fixed and reported as current, yet our credit shows XXXX late payments, receipts for all of the payments during this term, and emails confirming all of the payments during this term were received and paid in full and on time as promised. They did not do what they promised and strung us along ( based on their errors, excuses and internal problems ), and in the end our credit paid the price. We would like our credit bureaus to fix the information based on the evidence we provided ( receipts, emails/letters from BofA, and our emails to BofA ). Instead, they are constantly trying to " verify '' with a Bank system that reflects their errors.

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