Consumer complaint received 2018-02-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I finished a pay for performance modification XX/XX/XXXX being my last payment on the program, Which I paid on time for 6 yrs. I was to call in and request a recast of my Principal due to the last payment of XXXX that was paid to my principal from the program. I called BOA XX/XX/XXXX spoke with a male in the MOD Dept. he sais he would get the recast paper work out to me to sign and return. Then by XX/XX/XXXX I called back s/w XXXX in the MOD Dept. she told me my 1st request for the paperwork didn't go out and will send it out that day verifying my address and information. 
On XX/XX/XXXX Called BOA s/w XXXX she said as of XX/XX/XXXX the investor no longer is doing recasts on FHA loans, then transfer me to recast dept. s/w XXXX she advise I call FHA nothing she can do. 
On XX/XX/XXXX Called FHA Center s/w XXXX said to call XXXX XXXX XXXX XXXX ... Call there s/w XXXX said will open an escalated ticket # XXXX to get docs sent out for recast. He/XXXX   transfer me to BOA escalated line s/w XXXX in TX. appeals Dept.  stated didn't have an ID to give me. He/XXXX said he cant help me said for me to call BOA back and advise my case manager has since been removed from my file. I then called back to the MOD Dept. and left a message in the general vml. 
On XX/XX/XXXX XXXX XXXX called me from BOA XXXX asked me what my dispute was I explained to her that I am asking for the paperwork for a recast due to the finish of my 6 years pay for performance MOD was done and the last payment of XXXX had posted to the principal. 
On XX/XX/XXXX XXXX called me said no change to status, but confirmed the XXXX was put to the principal in XX/XX/XXXX. I told her I was NOT disputing getting the XXXX as I told her on the prior call. I am disputing the change of procedures after I finished my MOD and the MOD Dept.rep never sent me the documents to do the recast prior to this change. XXXX stated would need to go back and talk to her business partners about it and will call me back. 
On XX/XX/XXXX XXXX XXXX called me stated that due to it being in policy of FHA no longer doing recast BOA cant do anything about the recast. I told her/XXXX I had a ticket # for this when I called FHA. I told her I dispute her out come for this new policy change due to it went into effect 36 days after my MOD was complete and that it is due to the failure of the 1st rep I spoke with in XX/XX/XXXXwho didn't sent out the paperwork. She/XXXX said would take the ticket # and get back with me. 
On XX/XX/XXXX Left message for XXXX VML said was out of office till XX/XX/XXXX On XX/XX/XXXX XXXX from BOA called me stated XXXX was out on vacation until XX/XX/XXXX and would have her call me. 
On XX/XX/XXXX Left message for XXXX on her VML On XX/XX/XXXX Called FHA s/w XXXX at the XXXX XXXX gave me a new ticket # XXXX said should get a call by XX/XX/XXXX by BOA. 
On XX/XX/XXXX Called boa LMOM for XXXX On XX/XX/XXXX received a call from FHA s/w XXXX she said I need for BOA to contact the Dept. of Treasury for approval of the recast and I need to contact the Office of the Controller XXXX I called and s/w XXXX she said I needed to call Consumer financial Protection Bureau XXXX s/w XXXX she said she would sent out the paperwork to fill out and fax back in with a copy of my notes. She/XXXX said it would take 7-10days to come in the mail. Said once it is submitted to BOA will take 15 days for them to contact me from then. I never received the dispute paperwork so I have put all this in this online complaint.

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