Consumer complaint received 2015-06-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
Since XX/XX/XXXX Bank of America has been sending me erroneous letters stating that I requested a home loan modification.  Every month to every other month since XX/XX/XXXX I have been receiving these letters to which only state who my "dedicated customer relationship manager" is.  However, every time I call to get information about the letters and the "modification request" they are not able to tell me how the request for a modification was initiated.  They usually state that it is in review, or they are reviewing the documents that I have "sent in to them".  I have not initiated or sent in any documents for review for a modification.  When I tell them that this is not correct and that I requested assistance back in XX/XX/XXXX which was denied and closed,  they then state that they are not sure why my loan is showing in that status.   I don't mind getting help but no one and I mean no one has been able to explain to me what the issue is here.

If you look over the documentation that I sent in there is a pattern.  BofA will send a letter typically every other month from a home loan assistance relationship manager.  Each time it is a DIFFERENT relationship manager.  

In XX/XX/XXXX I requested a letter (also attached) from Bank of America to provide me with the investor on my loan.  I attempted to contact the investor to try and make them aware of how the servicing of my loan was going however I was unsuccessful in my attempt to reach them.

In XX/XX/XXXX Bank of America performed some type of market value of the property which they state was "part of the their review for my request for assistance".  

I have called several times to make them aware that I did not understand what was going on and requested to speak to a manager or supervisor for support.  I recently called and advised that if I did not get a proper explanation on what was going on with my account that I was going to file a complaint.

On XX/XX/XXXX I got a letter stating that due to a "recent change" in the status of my home loan assistance request I would no longer be assigned a dedicated single point of contact.  What is the recent change?  See the attached letter, there is no explanation.

I have tried to get a resolution but with no success. To me it is a deceptive practice to make it appear as if you are trying to help homeowners.  They send these letters and then call with bogus information to make it look like they are attempting to help certain customers.  A true modification (like the one that was initiated for me in XX/XX/XXXX only after a successful complaint filed through the CFPB) would have required me to send in documentation etc.  This fake attempt for support weather intentional or not is not right to homeowners. I have an adjustable rate mortgage and I do not have the time to play around with phony attempts for help.  

If you look over the documents that I have sent it is extremely egregious to be tossed around from person to person with not one of those people being able to explain the status of my loan.  That leads me to believe that this type of treatment is to get over on whatever kind of quota they have to "show" that they are attempting to help homeowners.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation