Consumer complaint received 2016-10-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In the month of XXXX 2016, I contacted my lender for assistance with my home loan due to a hardship in hopes of qualifying for a home loan modification. After going though the financial process over the phone my Customer Relationship Manager told me that I was qualified for a modification. He told me that he would send the required paperwork out via Next day XXXX. I received the paperwork weeks later through regular mail. I asked why I did n't receive overnight as he advised and I was told by the CRM that he would look into it. I immediately sent over the required documentation as requested. The CRM acknowledged having received it. I received a correspondence in XXXX advising that my information had been received and if anything else was needed a letter would be sent out to me advising of what was needed. I never received any other letters only phone conversations between me and my CRM. Each conversation was the same with him asking for the same information week after week even after acknowledging that he had already received it every time it was sent. He claim that the underwriter was asking for the explanations which were also provided every week. Ultimately Bank of America dual tracked my account deliberately causing me to run out of time to choose another option to prevent them from fraudulently stealing my home. Everything that they requested was sent over and over, and even after acknowledging weekly that the information was received they are now lying claiming that the information was not received. On the XXXX of XXXX and on XXXX/XXXX/16, day of the sale they asked me for another application that included the co borrowers information. At the start of this process the CRM and the underwriter said that I could apply on my own ; a quit claim deed was sent also. XXXX business day before the sale I was told that they would not accept the request for modification without the co-borrowers info.Instead of them telling me from the beginning that they could not accept my info alone they waiting until the last minute intentionally. Either was I then submitted that information as well which was on XXXX. The CRM acknowledged receiving it via fax the same day. On XXXX he asked for a second application though I had already completed XXXX in XXXX 2016. I sent it over via fax just as I sent all other documents. At that same time the CRM claimed on XXXX that he was sending over a request to postpone sale date due to all docs on file. The sale was never stopped. I contacted the foreclosing attorney 's office on XXXX the day after the sale. They advised that they did not receive a request for postponement. I asked if it could have possibly gone through another department and he said no. He adivised that they and BOA worked in a shared system and the last note he showed on my account was XXXX/XXXX/16. Bank of America lied. They induced me into believing that I would get a modification while foreclosing at the same time. Being that the foreclosing attorney 's office never received a request, I know that BOA had harmful intentions where my account was concerned which is deplorable.

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