Consumer complaint received 2015-04-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
On XXXX XXXX, I submitted via fax my application ( XXXX sheets ) to Bank of America for the Making Home Affordable program. Several days later when I called to speak with XXXX XXXX, my customer relationship manager, he was unavailable and so i spoke with another lady. She informed that BofA wanted me to resubmit a form due to it not being signed. When I did speak with XXXX XXXX 30 minutes later, I asked him if BofA needed any further docs from me, He responded " No. '' I asked him why, then, had the lady just 30 minutes earlier told me the system showed I did. He responded, " Oh, do you want me to go over that again with you? '' I told him it was curious to me for him to say I did n't need anything furher when the system clearly showed I did. On XXXX XXXX, I had refaxed several things. I asked XXXX XXXX on XXXX, XXXX XXXX if for sure now I did not need to submit anything further. he stated my fax had been received, and that I did not. I spoke with XXXX XXXX on XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. On each of those days I CLEARLY asked him if anything was showing up that still needed to be submitted by me. Time is very much of the essence due to my large XXXX mortgage ( both my XXXX and XXXX mortgages are with BofA ) going to quadruple in its monthly payment in XXXX, of XXXX - with the result bieng I IMMEDIATELY wo n't able to pay it. He 's fully aware of this. I was very disappointed and angered yesterday ( Thurs. XXXX XXXX ). XXXX XXXX had a scheduled appt. to call me. Since he did not go to work, however, another lady called me. I could not BELIEVE what I was hearing when she told me that the system showed that I still needed to resumbit XXXX XXXX of my basis application form - due to nothing having been placed on it regarding credit counseling. I told her I think she is making a mistake scine XXXX XXXX had told me last Fri as well as on Mon, Tues, and Wed. that I did not still need to submit anything. She told me the system CLEARLY stated I needed to submit this before BofA could move to the review phase in the modification process. I asked her if she could see when this request was given to him for underwriting dept. She told me - Friday, XXXX XXXX! I was aghast! His poor performance had cost me a WEEK in terms of moving forward in the process. How much longer would he have told me I did n't need to submit anything, had she not informed me yesterday? -- - I had complained to his supervisor, XXXX XXXX XXXX ( XXXX ) about how he had been rude and impatient and seemed totally uncaring during my talks with him prior to submitting my paperwork. After I left her a message on a Friday, the next Monday, although I thought my appt. with XXXX XXXX was at XXXX PST ( as it had been a number of times ), he called me at XXXX XXXX. When I answered there was no response. Later, a person said the records show he was the XXXX who placed the call. My thoughts were that he was being vindictive due to my having left the complaint about him to his supervisor the previous Friday. When XXXX XXXX did get back with me ( XXXX or 5 days later as opposed to the 24 hours she says she wil lon her voice mail ) she told me that I could change case relationship managers, but that it can take XXXX to 7 days to do it. With my time being so short before I am unable to pay the mortgage - and needing to get it done - I told her I would stay with having XXXX XXXX do it. I thought he would be responsible and not be vincdictive. When I discovered what I did yesterday I believe very much that he was indeed being vindictive - and was actually intentionally delaying the process so that I would not benefit as much as I could. I did formally request a change in case XXXX manager today. But am so disapponted over this man 's poor and perhaps contrived and deliberate attempts to cause me harm. I hope you will investige so he ca n't harm others.

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