Consumer complaint received 2018-08-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
This is the third complaint we've made over the same issue, with Bank of America. We have not yet received an answer to our problem with them. So I will start from the beginning. 
At the end of XXXX we started having financial problems which prevented us from paying our mortgage. We contacted Bank of America many times looking for help. Over the next year we had many different representatives asking us to fill out paper work. We filled out the same paper work at least 6 times if not more. Each time we'd call to find out what was going on we had a new rep. Nothing was ever done to help us, we were just pushed from one person to another. All this time we were getting phone calls threatening us with sheriff sale, but no help. While this was going on my mother in-law was diagnosed with XXXX XXXX  XXXX and XXXX XXXX. We only had a few months to spend with her. We told Bank of America about our situation and that we needed help with our mortgage. We received not help just threats, so in XXXX of XXXX we put our house on the market. Bank of America was told about this, however I guess they just wanted our house. They kept calling and calling, even while we were with my XXXX mother in-law, and all through the holidays. My mother in-law died in XXXX of XXXX, and on the day of her burial XX/XX/XXXX we came home to find a sheriff sale notice on our front door. This was uncalled for the house was being sold and they knew it. 
On XX/XX/XXXX we closed on our house with the figures received from the sheriffs office which was good thru XX/XX/XXXX. However we had to pay an extra {$6100.00} for some reason at closing. All should have been over at this point but, for some reason Bank of America did not cash the checks until XXXX of XXXX. Why?? We still have no answer to this question. 
For the next 11 months we kept receiving delinquent notices on a house we no longer owned, and when we would call them we'd get the same run around as when we were asking for help. That is until XX/XX/XXXX when a nice gentleman took the time to call every department to try and help us. I was allowed to be on the phone and listen to each call. No one had an answer so he went to the attorney. While speaking to her he forgot to let her know I was also on the line. She told him that she knew and had the checks on her desk. When I spoke up and ask why she yell at the rep and hung up. The checks were cashed 3 days later. Why?? 
Over the past 3 and a half years we have talked to everyone who was involved with the closing. From the lawyers, title company, sheriffs office, and of course Bank of America with no satisfaction, they all put the blame on someone else. So in XX/XX/XXXX we went back to our attorney with all our findings. Upon looking at all the paper work he found that part of the {$6100.00} extra they received seems to be in error, and we still have no idea why it took almost a full year to cash the checks and close our account. 
We were assigned a resolution specialist named XXXX XXXX and he is unreachable. I've called 9 times leaving a message each time from XX/XX/XXXX to XX/XX/XXXX. The man has never even attempted to contact us. Why?? Our attorney has written a letter to there attorney in charge XXXX XXXX XXXX and as of today XX/XX/XXXX we have received NO answer from her either. WHY?? 
Also it was nice of them to offer help 5 months after we sold the house, which proves they don't know what they are doing. See attached

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