Consumer complaint received 2017-06-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OH
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
On  XXXX   XXXX ,  XXXX , we received a letter dated  XXXX   XXXX ,  XXXX  via  XXXX  from Bank of Ameri ca, ( BOA   ),  with whom our mortgage is financed. The letter begins by thanking us for returning our  Loan Modification Agreement, then adds that BOA " identified the title to the property lists additional parties who must sign and acknowledge the loan agreement, even if those parties are not obl igated under the Note. '' The letter continues with an offer of a {$100.00} compensation incentive for signing the replacement agreement, having the document notarized, and filling out a  XXXX  form before returning within 30 days.     Our loan modification was on  XXXX   XXXX ,  XXXX  with Countrywide, and the documents sent with BOA 's letter were compliant with that date. I do not recall wh en BOA too k over our loan ; however, due to a financial hardship that almost led to foreclosure in  XXXX , we have copies of the original loan modification agreement that are stamped " Pay to the order of Bank of America without recourse ''. Since  XXXX   XXXX  our mortgage payments are paid from our bank account on time.     Because of the upcoming holiday and our late work schedule, I was unable to contact BOA immediately regarding this lette r. Today (   XXXX   XXXX   ), my  XXXX -year-old d aughter called me at work to tell me that a man came to the door of our home with a letter that needed signed. He did not identify what company he represented, but told her because she was under  XXXX  she could not sign for me and my husband. He told her he would come back another time. This made me suspicious, so I came home early to call BOA.     After several automated responses, I was connected with a representative named  XXXX . He asked me the appropriate questions to properly identify myself, and then asked how he can help. I started off vague, trying to avoid redundancies because i assumed the info from the letter would be on file. He did not know why I received the letter. I proceeded to read the letter to him. Once I read through about the {$100.00} incentive,  XXXX  understood and proceeded to explain that they are catching some mistakes that were made by accounting when loan modifications were filed, and are attempting to fix them. I told him that I found it odd that this was just now caught after 13 years. I stated to  XXXX , " So basically you are telling me that you made a mistake, caught it, and are now trying to fix it. '' He said, " Basically, yes. '' He then told me that they recognize the inconvenience, hence the monetary incentive. In addition, they want to make the process easier by sending a notary to our home. Lightbulb. I told him that someone came to our home to have us sign something, but we were n't home. He said, " Oh, yes. That would  be one of  our representatives. '' I asked if it was to confirm we received the letter, and he replied, " No, that was the notary. '' I explained to  XXXX  that my husband and I were not comfortable wit h 1, re- signing a loan agreement from 13 years ago, an d 2,  having someone unannounced show up to our home asking us to sign loan documents on our doorstep. I was sure to tell  XXXX  that this was not a refusal to sign, but my husband and I plan to research first, and if we were to sign, it would take place at a branch.     I am writing because during my research I have found several complaints about the poor service, and bad reputation of BOA 's practices. I also found at least  XXXX  accounts from  XXXX  from customers who received the same letter as us. Unfortunately, the statements did not disclose any resolutions or outcomes, which does not restore my faith in this puzzling request from BOA. We have less than ten years o n this 30-year loan with BOA, and I 'm  fearful of being another victim of our mortgage company.

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