Consumer complaint received 2022-01-29
Company: BANK OF THE WEST
State: IA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Back in XXXX of XXXX, I filed a complaint with the CFPB against Bank of the west for XXXX and XXXX for wrongfully reporting information on my credit report, closing account that were charged off only to reopen new accounts with new account numbers but completely different total amounts then what the original accounts ended in. These new amounts were in no way linked to my previous accounts. When I asked for all the generated statements, I learned that there werent any. I was also pressured into verbally accepting a settlement amount under the impression that by doing so I would be allowed to make monthly payments on the second account. I was told with each XXXX XXXX I paid, I would have thousands of dollars credited off of my charged off account. I requested a detailed letter be emailed and mailed stating what was agreed on. I soon found out that the letter did not mention anything previously promised. Instead i I was lied to. I was denied information I requested and eventually my concerns were non existent based off the actions they were displaying. 
Based off how I was being treated by my bank, I became fearful that somehow my loan would be tampered with or off lose my home. I had decided I was not paying in XXXX until the infestation was complete since it was XXXX  who requested an extension. 
After seeking legal council I was told that my mortgage cant be effected. I reached out th my lever, paid XXXX months off service and went in with my day. I later received a loan modification agreement that said Id have until XX/XX/XXXX to Accept the deferral and that the first payment was due XX/XX/XXXX. I had a voicemail from my bank that I had not received until days later. When I emailed them asking what I was to do, I was informed that I needed to contact the collections department since o had been sent to collections for falling through on my deferred payment. I told them I had until the XXXX and then was sent a copy of the terms I had agreed too. It was at that moment I had noticed the differences in the agency they help in the garage and the agreement I had received in the mail. Someone has taken white out tape and covered the entire paragraph stating the stipulations and that the agreement was contingent on me making a payment by XX/XX/XXXX. On my copy you can clearly see that a line was drawn with white out tape and then copied and sent to me. I am now being told Im in collections and that I defaulted and now owe {$24000.00} to get it you to date by XX/XX/XXXX. 
Someone deliberately caused this to happen and it just so happens to be a matter of weeks after I filled a complaint about my other accounts. 
After my original complaint, nothing happened. my concerns were not addressed and CFPB did not do anything other than close out the report. They have damaged my credit report and continue to cause damage and financial hardship with their deceptive practices. Im now facing losing my home because of an employee. Ive been trying to get out of this financial hole theyve kept me pinned down in but how to I intend to do that when everyone I turn around accounts are being opened in my mane without my permission and employees are XXXX the life Im attempting to provide for my family.

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