Consumer complaint received 2018-06-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. 
XXXX, GA XXXX XXXX, XX/XX/XXXX To Whom It May Concern : In XX/XX/XXXX about two years after being granted a loan modification ( XX/XX/XXXX, loan # XXXX ) when my mortgage increased without notice. I became a victim of the XX/XX/XXXX housing meltdown orchestrated by lenders such a Bank of America ( BOA ) which had acquired my mortgage from Countrywide ( who acquired it from my original lender XXXX XXXX XXXX ). I closed on my home in XX/XX/XXXX as a first time buyer in a FHA loan development program. It was an uphill battle with BOA ever since to keep my home. Now ten years  later BOA has foreclosed on my home ( XX/XX/XXXX ) without giving me the opportunity to negotiate payment of the re-instatement amount. In fact I was not given the total re-instatement amount until the late afternoon on XX/XX/XXXX after several requests and indication that I may be able to pay the full amount to become current, if I knew what the amount was. 

My current troubles began in XX/XX/XXXX when I began receiving notices that I was behind in my mortgage payments. I could not imagine what was the reason for this change because I was keeping up with my mortgage. So, I made several inquiries to my assigned Customer Relations Manager ( CRM ) and no representative of BOA would give me an explanation. As a first time home owner I must admit I was a bit naive. During the long periods of inquiries without a response that would clarify my situation, I began paying the deficits accrued. Later, I would seek an explanation outside of BOA. I was told by a friend, after sharing my monthly statements, that my home owners insurance had almost doubled. I was surprise that the insurance did not inform me of the change. I continued to send extra checks in order to cover the deficits as I shopped for an affordable home owner 's insurance. Those checks were returned to me. 

I made requests to BOA for my payment schedule and a total of amount I had in arrears. In XX/XX/XXXX I received a letter from BOA " Payoff Statement '' information. I requested the total amount I owed to be current instead I was sent the loan pay off amount. Included in this correspondence was the Payoff Calculation amounts. I was then able to determine how much I was owing under the listings : Other Amounts Due : {$4800.00} Additional Fees and Costs : XXXX Less : Partial Payment Balance : XXXX This was the first time in the several months of inquiries I understood the amount I owed. This was the information I was seeking so that I could find a way to save my home. I decided to request a modification so that I could figure out a way to raise this money. I applied for a modification and began sending the documents BOA asked for. During this process I fell ill as was unable to send in some of the information needed for processing. I called BOA and informed them of my illness. I continued to pay my mortgage and the deficits in my escrow account. My documents for the loan modification were received but I was told that my " hardship '' explanation was not what BOA was looking for and I asked for clarification. I also mentioned to the CRM that I did not have a hardship because I was able to pay my mortgage. I explained I became delinquent in my mortgage because of an increase in my home owner 's insurance premium that I was not aware of. 

In XX/XX/XXXX, I requested a loan modification in an attempt to bring my account current. In an XX/XX/XXXX I was sent a solicitor 's letter representing BOA that my house would be foreclosed on XX/XX/XXXX. In a XX/XX/XXXX letter from BOA I was informed that my loan modification was still being reviewed. I felt reassured that I would be able to work out my financial problems with BOA. After several inquiries about the modification request in the week prior to upcoming foreclosure date, I realized that time was running out. I then requested the total reinstatement amount. I felt that if I knew the total amount I would be able to get an emergency loan from my pension so that I could save my home. I would have to make my request for funding several days prior for processing. 
During the last week of XX/XX/XXXX I requested the total reinstatement amount from BOA and I was told it was not available. The CRM said a request would be made and that I would get a call with the amount. After, several days ( closer to the end of the week and month of XX/XX/XXXX ) I called again and the CRM representative told me that the information was still not available. I informed the CRM the predicament I was in ( that I may lose my home because of the pending foreclosure XX/XX/XXXX! ). I also  requested an extension on the foreclosure because I may be able to financially pay the reinstatement amount in full from my pension. The CRM told me that he would get back to me on this request on the foreclosure date. When I called on the XX/XX/XXXX again about the total reinstatement amount I was again told that I should call the law firm. I told the CRM what the law firm told me. The CRM then told me that she would call me on XX/XX/XXXX the day before the foreclosure and give me the total amount. I informed the CRM that I would have to have the foreclosure dated postponed so that I can request the amount ( whatever it was ) from my pension holder. 

On Monday XX/XX/XXXX I did not wait for BOA to call me. I called and the CRM told me she still did not have the information that I was seeking and that I should call the law firm. I called the law firm again and the firm 's associate response was the same, then I decided to make a three-way conversation ( with the associate 's permission ) with BOA. The law firm 's associate told the CRM that a request for this information was make on two occasions and the firm complied including the very morning of Monday XX/XX/XXXX.  The CRM told us that she did not have the information to share with me. While I was listening to this my whole world sank because I realized that I was being set up to lose my home by representatives of BOA. I was devastated and in state of mental shock and loss. I did not know who to call or what to do. What was not lost to me however was that BOA had deliberately stalled any opportunity I had to try and save my home. 

In the late afternoon of XX/XX/XXXX I receive a call from BOA stating that I owed {$10000.00} plus! I was totally devastated. I also felt at a loss and helpless at the same time. The reality that I would lose my home to a company that had ruined the lives of so many people since XX/XX/XXXX and still allowed to ruin so many more has been a lot to try and handle.

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