Consumer complaint received 2016-05-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: HI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My XXXX and I have a mortgage with Countrywide that merge in XXXX. However, countrywide has been taken over by Bank of America. On XXXX XXXX, XXXX my mother passed away. My motherandI shared a loan at country wide mortgage corp in XX/XX/XXXX. I have been paying this 30 year fixed mortgage since XX/XX/XXXX, day one.I am on the deed, title and tax assessments. The bank informed me that I was not on the loan. I was stunned by that information.So I sent them the following documents : Death Certificate, Deed..Title - with both names, Credit report showing loan with social security number and date of birth, Power of Attorney. 
After numerous phone calls and the bank supplying me with information on the loan. The Bank informed me that they can no longer speak to me because BOA requires a court ordered document. Why do I need a court order document when they pull my credit information andnow the credit report has me as deceased. 
I have never felt sodevastatedin my entire life. This banking institution does not care about people orhow theyfeel in a time of loss. 
Detailed Events : I received aletter dated XXXX XXXX, XXXX " Your home loan change request is complete '' .I assumed there was no problems because I did not hear from the bank. 
I received a letter from my home owner insurance dated XXXX XXXX, XXXX informing me that my home owners insurance will not be renewed. I immediately called Bank of America and they requested that I fax them a copy of the letter. I went to my insurance agent and quickly had them redo the home insurance so that there would be no lapse in coverage. MY HOME INSURANCE COMPANY WILL NOT RENEW MY COVERAGE BECAUSE CREDIT REPORT HAS ME DECEASED. 
Called Bank of America on XXXX XXXX, XXXX and spoke with a customer representative that informed me that the original loan was refinanced in XXXX. She agreed to send me a copy of the original loan documents from Countrywideand refinance documents. Rep said that the original loan document was XXXX pages. Till this day XXXX XXXX i have not received any documents. 
I found out without my knowledge that my mother refinanced the house. My mother was a XXXX with XXXX XXXX. Refinance was conducted over the phone by XXXX loan. However, on the original loan there were XXXX social security numbers which the companydid notacknowledge.If they would have check the original document it shows that we were joint tenants. 
Call Bank of America on XXXX XXXX, XXXX spoke with customer representative who transferred me over to loan inquires. I spoke with XXXX and he disclosed what information that my mom used to open the loan. XXXX mention that she used XXXX and XXXX bank accounts. I mention again that the loan is on my credit history. He said that he going to send out a packet with loan refinance paperwork.I have never received a packet. 
Called Bank of America on XXXX XXXX, XXXX again and asked representative why did the bank do a credit inquiry in XXXX I was n't on the loan. She asked how did I know that there was a credit check completed by Bank of America. I sent my XXXX credit report. She put me on hold and came back to inform me that she can no longer assist me because I am not on this account. 
In this day andage I ca n't believe that such a thing can happen. By BOA going into my credit files reporting me as deceased, if I wanted to apply for loan, credit card.Iam coded in all XXXX credit bureau 's as deceased which has turned my life upside down.I am stillgrieving mymothers deathand caringfor my XXXX brotherthis could have not happen at worst in my life.We shared the same name not the same social security number. 
Whoever investigatesmy case CFPB please help me. Its very disheartening to see how this is effecting my existence.

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