Consumer complaint received 2015-04-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX of XXXX I contacted Bank of America to advised them that my husband and I were both unemployed and expecting a child and were concerned about how we would meet our monthly mortgage requirement. At that time we were told that should things worsen we should call back but ultimately there was nothing that could be done. In XXXX of XXXX I advised Bank of America that I was now unemployed, my spouse moved out of our home, I just had my XXXX child and my unemployment benefits stopped. I was told that XXXX that unless I miss a payment there was absolutely nothing they could do to help me. I ran through all of my savings, retirement accounts and maxed out my credit cards to sustain after my spouse left. In XXXX of XXXX I gained employment and immediately began the process of seeking help from Bank of America. I was told in the Fall of XXXX that I qualified for a loan forbearance. The terms were such that I would be allowed to miss 3 months of payments but come the XXXX month I would need to pay XXXX full months of the loan. I advised them that this was impossible for me as I only just began working and due to having no income and no assistance I drained my savings and was living off of credit. I was told of the option to submit a package for home loan modification. I was denied in XXXX because I could n't supply documentation of a finalized divorce. In XXXX of XXXX I was officially divorced and restarted the loan modification process. After about 4 months of going back and forth with Bank of America I grew frustrated with their drawn out process and was eventually denied for what they called a " lack of proper documentation ''. In XXXX Bank of America filed a foreclosure suit against me in the State of New Jersey. I answered the complaint pro-se which was stricken per Bank of America 's motion. I placed the home for sale in XXXX of XXXX in hopes of avoiding a foreclosure. When attempting the sale of the home, I was advised that due to my loan being an FHA loan I had to go through specific hoops to actually move forward with the short sale, XXXX of which is to see if I qualify for any other home loan assistance. I repeatedly sent in documentation to Bank of America and was told over and over and over and over again that more documentation was needed and when provided there was always something else. Every contact with my " Customer Relationship Manager '' was painfully uneventful as they always knew less of my file than I did despite having all the information in front of them. I then received a letter from Bank of America who recommended I attend XXXX of their foreclosure events which I did and was told by a representative named XXXX that all my information was viewed by underwriting personally and that every single document needed was received and in 3-5 business days I would hear from a new single point of contact and that in approximately 30 days I will have a final decision on my file. I was reassured again and again by XXXX that everything needed was received and reviewed by underwriting. This was after I explained in great detail what happened over the course of the last 4 years and specifically over the past four months how I have been providing documents requested only to be told after being received by Bank of America that they need more documents. I 'm unaware why they do not look through their entire file before haggling the homeowner for piece mail and instead tell of everything that is needed to get to a final decision. The incompetence of the employees at Bank of America is astounding and part of me thinks it is intentional. Unfortunately, XXXX was incorrect and shortly after attending this foreclosure event I received a notice that they need more documents which were provided at the event. I 've called to speak with managers but they too are ignorant to what 's needed. Please help I just want my home.

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