Consumer complaint received 2016-05-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
1. Have mortgage loan from Bank of America on XXXX undeveloped lot on the XXXX XXXX of XXXX. Purchased said lot XXXX XXXX XXXX. Refinanced via BOA about a year later. Paid $ XXXX. ( Later had to throw in about another XXXX to prevent damage from hurricanes after XXXX XXXX. ) 2. Real Estate market on XXXX XXXX XXXX XXXX flushed down the toilet beginning in XX/XX/XXXX. 
3. Present real estate tax assessment on said lot is now $ XXXX. 
4. Balance owed to BOA is around $ XXXX XXXX. Have had said lot up for short sale numerous times in last 4 years. No takers. Nada. Never. 
6. In the past 4-5 years have been assigned at least XXXX different account reps by BOA, all of which save one brought new meaning to the word, " useless ''. Nevertheless have been making mortgage payments monthly, paying HOA fees, paying RE taxes, paying lot maintenance ever since we tragically bought the XXXX lot. 
7. About ten days ago, my RE Broker rec 'd an offer on the lot out of the blue from a fellow area realtor. She immediately tried contacting BOA to get a short sale approved. ( There 's no shortage of similar waterfront properties for sale on XXXX 's XXXX XXXX. ) All realtor info to BOA must be submitted via a BOA program named " XXXX ''. Our realtor could n't get same to work. * ( Remember she had an offer in hand. Our first! In ten years! ) 8. So I tried calling my contact at BOA to desperately get help. Called lady named " XXXX XXXX ''. Was told she no longer was primary contact. Was told to contact our new " Short Sale Rep " with a foreign name. Did so. Had difficulty communicating with her and she did n't want to call our realtor to help her with the BOA " XXXX '' XXXX. 
9. After several calls to the above latest account rep to no avail ( while time was certainly wasting ) she told me " a new Short Sale Rep '' had been assigned name of XXXX XXXX ( XXXX, ext. ( XXXX ). Tried calling her for two days. No answer left 3 msgs to please call me back to no avail. Her " not here '' voice mail also suggested calling a co-worker name of XXXX XXXX at XXXX. Left msgs for her. Neither of these reps EVER returned my calls! 
10. In the meantime our realtor is calling us terrified that said buyer will withdraw his offer. She sent us a financial statement to fill out she pulled off of the " XXXX '' wbs and said SHE THOUGHT we 'd need a copy of our XXXX Federal taxes. Well, we have n't done XXXX yet as I usually take the automatic extension till XXXX XXXX. I do have a copy of XXXX federal taxes but do n't know if BOA wants it or who the XXXX to send it to. 
11. Finally called my former BOA rep, XXXX XXXX, and asked for her help. Guess what? She told me that XXXX XXXX nor XXXX XXXX, ( neither of which ever had the common decency and courtesy to return my desperate calls ) AND she informed me re : our new rep from XXXX, XXXX XXXX. Have called this " neer-do-well '' 3X in last two days to no avail. No return call. No msg. 
12. Doubt seriously that the " tentative buyer '' is still in the picture. BOA has not even BEGUN to take any action and they will want tons of data, forms, info, etc. 
13. FYI, I am now XXXX years old nearing XXXX. My wife is XXXX. I am retired. I am a XXXX vet. 
My wife works for XXXX in XXXX, XXXX. 
14. We have been trying for some five years to unload this sad investment. In the meantime since we purchased it we have dumped into the property C. $ XXXX in a down payment and closing costs, $ XXXX in erosion repairs, C. $ XXXX in real estate taxes, $ XXXX in HOA fees, and over $ XXXX in mortgage payments. 
15. Now we MAY STILL HAVE A POTENTIAL BUYER! MAY! But BOA WILL NOT HELP US. WILL DRAG THEIR FEET TILL THE ONLY OFFER EVER VANISHES! PLEASE HELP US AND FLUSH BOA DOWN THE TOILET WHERE THEY BELONG!

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