Consumer complaint received 2015-10-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been dealing with Bank of America for almost 3 years on trying to process a loan modification for my mortgage. Over the past year, I have been dealing with a " personal account representative '' in trying to get my mortgage caught up. I made payment arrangement and made XXXX of the XXXX payments that I had arranged to pay. Throughout all of the processes, I was in constant communication with my personal account rep, and was again ( for the XXXX or XXXX time ) requesting documentation for the loan modification process. I had set up bi-weekly phone calls to speak with my account rep and would speak with the rep when they called. The last XXXX times I spoke with the account rep, it was a different person that I had normally talked to. I asked why I was n't able to speak with my usual account rep, and the reply was " they are busy, or your case was reassigned. '' Each of the last XXXX calls I said I had yet to receive the loan modification paperwork and was told it was being sent out. I still have not received it. I made a payment in XXXX, which was accepted, and finally was able to send the full amount due to bring my mortgage completely current, which was mailed on XXXX XXXX. I called on XXXX XXXX to find out if my payment was received and was told that my payment was returned because my mortgage was in foreclosure and in order for them to be able to accept any payments from me, it needed to be " reinstated '' and I would need to pay the reinstatement fees along with any past due balance. I was told I was sent a letter stating that all future payments needed to be certified check or money order. I asked them when my mortgage went into forclosure and was told it entered pre-foreclosure on XXXX XXXX, and foreclosure on XXXX XXXX. The only letters I have received from Bank of America are from XXXX stating they stopped my modification application process because they never received my documents ( which they never sent to me, I never received them ), a notice dated XXXX XXXX saying they received my payment of XXXX which they applied, but said that since it was for more ( I paid the full payment amount, plus late fees as agreed to with my account rep ) so they had unapplied fund of XX.XX to an " unapplied funds balance of my loan ''. I received my normal monthly statement for XXXX, I received an Escrow Account Review on XXXX/XXXX/15 telling me my escrow account was adjusted and that my new payment amount beginning in XXXX would be less. I received my normal monthly statement for XXXX ( statement date XXXX XXXX ) which reflected the payment I made per the arrangement with my account rep. I received a notice on XXXX XXXX, advising that HUD cancelled my mortgage insurance premiums because the principle balance reached 78 % or lower of the initial sales prices or appraised value. 
On XXXX XXXX I received a letter which was in response to a requested payoff figures, which I NEVER did or asked for. Also on XXXX XXXX I received a letter saying, " its not too late to avoid forclosure '' Call us immediately ( which I received on XXXX XXXX ), which is after I spoke with XXXX different representatives who told me they received my check on XXXX XXXX. And finally, a letter dated XXXX XXXX ( also not received until XXXX XXXX ), ( funny, the same day they received my payment to bring my account current ) was a payoff statement saying my loan was in foreclosure. Both the XXXX XXXX letters and the XXXX XXXX letter were received on XXXX XXXX. 
After speaking to the XXXX representatives on Friday XXXX XXXX, and was told my payment to bring my mortgage current was being returned and that they would NOT accept any payments from me until I paid the reinstatement fees. And this is all while I WAS talking to them in trying to get my mortgage to a current status. They say they are trying to help, but not the person who needs the help.

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