Consumer complaint received 2016-05-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Application, originator, mortgage broker

Complaint:
I received a response to previous complaints from XXXX XXXX of Bank of America. 
As I recounted the 15 months of back and forth paperwork only to deny a loan modification at the first step, she listened and appeared to agree that this was not right and she understood my frustration. 

Unfortunately, XXXX 's only solution is to refer me back to the same lower chain of command who requested the same useless documentation, some of which was not required during the first 15 months. 

I still have not received compensation for Bank of America 's failure to properly handle a loan modification in a timely manner, and thus, cost me thousands of dollars in increased loan payments. I tried to get an Email for XXXX to send additional documentation and evidence from my mortgage company to justify a hardship, but was unsuccessful in achieving this. 

Further, I received a phone message from XXXX XXXX on XXXX XXXX, a message that stated she was " required '' to call me. 

Below is bullets from previous complaints which sums up how I 've been treated by this bank. 
1. I was given a list of requested documents that I turned in. 
2. I had to keep calling to see if was received and accepted. 
3. I was told I needed addition information. 
4.After sending in the additional information, I was told I needed more additional information. 
5. I get a letter weeks later that they canceled my loan. 
6. I had to call to get it restarted again. 
7.Underwriters requested more documents. I did n't even understand some of what was being requested. 
8 It was then requested I send my entire tax records of 2013. This was about an inch thick and very difficult to do. 
9 the requested more information that was already contained in the sent info. 
10. I re-sent information once again. 
11. I was told on at least 3 occasions said this should be it, I just need a signature of something and we are good to go. 
12. I would end up sending more info. 
13.I would call again to learn they wanted more information. They wanted a break down, some rental accounting sheet that I did n't have. 
14. They have changed representatives to assist me at least 8 times. 
15. They occasionally call because of the complaints I filed with the CFPB but only state computerized responses and no help. 
16. Many times I was given a number for assistance but ended up in a maze of departments unable to get through. 
17. Towards they end, I was told I made to much for a loan modification, therefore I contacted the refinance department which stated I did not make enough for a refinance 18. Another representative suggested I default on my loan, ruin my credit to have a better chance of a modification. 
19. I was contacted by a representative who gets XXXX XXXX 's ( B of A CEO ) emails however she requested the same information and more, to which I can no longer go through and no longer trust the process.

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