Consumer complaint received 2016-05-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Complaint Filing Information XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WAXXXX Ph # XXXX Email : XXXXXXXXXXXX XXXX Counselor : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX WA XXXX Ph # XXXX ext XXXX Email : XXXXXXXXXXXX Bank of America Loan # XXXX XXXX XXXX 1- Complaint Filed with Consumer Financial Protection Bureau 2- XXXX XXXX XXXX from Bank of America- she ended the call since I was filing a complaint 3- XXXX - Bank of America , appears from emails and phone calls that BofA is disregarding borrower having a XXXX counselor working with her now after she tried on her own for close to 1 year and got nowhere Summary : XXXX XXXX came to XXXX for XXXX counseling assistance with her home mortgage in XXXX XXXX. XXXX has been trying to be reviewed for a modification since XXXX XXXX. 
XXXX XXXX and previous significant other ( XXXX XXXX ) purchased home together and then the relationship ended. Quit Claim Deed recorded XXXX/XXXX/XXXX Recording # XXXX in XXXX gifting granting of interest in full to XXXX XXXX. 
The mortgage payment problem started with Bank of America started when they would not send XXXX XXXX the mortgage statements and she was unaware that the property taxes had not been being paid by XXXX XXXX as they had agreed upon, resulting in an unaffordable increase of her monthly payment. This created a hardship on her financially since she is on XXXX and attending school for retraining. 

Attached are emails from the borrower, XXXX XXXX for your reference. Some dates and times for calls with Bank of America for your reference if any recordings are to be pulled for review and confirmation. 

Borrower XXXX sent XXXX an email on XXXX/XXXX/XXXX stating that she was contacted Tuesday XXXX/XXXX/XXXX from BofA, her Special Point of Contact XXXX ( XXXX ) XXXX. XXXX informed XXXX that they knew nothing of a XXXX counselor working with her or that we had her file working with XXXX. XXXX was told that she would be contacted again on Friday XXXX/XXXX/XXXX. ( This is a conflict of information because XXXX, XXXX counselor was the one to submit the modification request package with her authorization so BofA has record of a XXXX counselor ). 

XXXX spoke with XXXX XXXX at BoA on XXXX/XXXX/XXXX. XXXX said the last review of modification status was on XXXX/XXXX/XXXX. Last modification documents received on XXXX/XXXX/XXXX. 
XXXX/XXXX/XXXX bank statements were received via fax from the borrower XXXX showing notations of border income Bank of America had requested to support her modification file. XXXX had these statements and had entered a note into XXXX ( software to be utilized when communicating and exchanging documents-it 's not being utilized ) letting BoA know that I would upload them as soon as they would release XXXX to my side so that I could upload them. 
XXXX also stated that the Social Security Award letter was over 90 days old and she would need a new document. XXXX replied with that BofA now has the new bank statements and the Social Security deposits will reflect in the bank statements and that Social Security only sends out Award letters on an annual basis so how is it possible that BofA would be requesting this. The result was that XXXX was satisfied with the current bank statements. 
XXXX inquired regarding XXXX Tax Returns. She wanted to know if the XXXX entries were for Pension income. I told her that it was not a pension or monthly income. XXXX stated that she could accept a verbal from me for this so now the file is complete and they have a full package to review for modification. 
XXXX also informed me that XXXX has an appointment with BoA on XXXX/XXXX/XXXX XXXX. ALL OF THIS IS ATTACHED IN THE FULL VERSION

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