Consumer complaint received 2015-08-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Credit decision / Underwriting

Complaint:
On XXXX I applied for the making homes affordable program HAMP, I am not w/ XXXX XXXX or XXXX. My lender told me to reapply prior to my XXXX yr. interest only loan was to reset so as to prepare for further financial hardship upcoming XXXX XXXX. We were barely squeezing by as it was. I began this process in XXXX XXXX but was not evaluated then for temporary programs and denied because my 1st mortgage was not & gt ; 31 % of income. When I tried to refinance in XXXX my lender BofA sold my 2nd mortgage w/ them to XXXX.We refinanced in XXXX and XXXX w/ Countrywide and we obtained these toxic, unsustainable loans. My 1st mortgage is XXXX $ at 6.25 %. My 2nd mortgage is still at interest only at 10.25 % XXXX {$.00} I contacted the DOJ and asked questions about the settlement but was told only the consumers that had XXXX loans were granted an offering. We are struggling homeowners shuffling money around to make ends meet still significantly underwater.We bought our house in XXXX, and because life happens we declared chapterXXXX bankruptcy in XXXX XXXX and have remained current on our 1st mortgage and only in XXXX. XXXX we defaulted on our 2nd mortgage the 2mp program was right for us, a saving grace to live in our home and do necessary repairs needed after 16 years. My complaint is I was denied Hamp in XXXX and I was granted an appeal that I had a valid dispute NPV negative result and when making homes affordable recalculated my numbers of dispute they told me " good news, we got you NPV positive ''. Our income was borderline " Too much money ''. The month went by and thinking they were going to help us my CRM did n't call like they said they would and more time went by until they said my documents had expired and I need to send a third round of RMA forms and financial documentation. I did all this and yesterday I received a denial letter. I feel like BofA strung me along so home prices could go up. I would like to know if the department of the treasury saw my recalculated NPV and what happened to all the troves of hardship letters I have sent. Does n't the department of the treasury see the recalculation? MHA and appeals team know that my case was escalated and re-escalated, I have names and copies of everything I sent. What was the turning point in this whole and most distressing to me a CRM told me that I was " wasting my time applying for this, to remember the XXXX D 's, the only way you are going to get this thing is death, divorce or XXXX ''. Should I appeal AGAIN they have the valuation of my house too high and my self employment income too high. I am in default my second mortgage, not my first, we want to keep our home, my second mortgage company told me that the first mortgage company has to do something before we can do anything I want to know how they can string people along for months and saying they are here to help when they say it is still in review, it is in underwriting. They kept me in the dark for months about a document they needed, it took 2 months for my CRM to just say credit union document. I would like to know if there is someone that oversees all these hardship letters, countless phone calls, he said she said.Emotionally it has taken a toll, we have consulted our bankruptcy attorney to see if we can possibly arrange a second mortgage settlement offer. If anything I hope the banks can find an easier, softer way, after all it is ALL about making homes affordable.

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