Consumer complaint received 2016-01-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
On XX/XX/2015 we knew that we had to move to a different state, we did not want to, but we did it by the third week of the same month. We did what we could to continue cover all of our financial obligations, but it became impossible due to the new high cost of living in our new home, the inability of one of us to work, and paying rent and mortgage along with utilities on both places was just out of our reach. We put the house out for sale on XX/XX/2015, so far we have not received any offer for it. XX/XX/2015 we called Bank of America ( BOA ) - Home Loans, looking for help, at that time we updated our contact information, and we formally informed about our financial situation, and our intentions to sell the property. Exactly here was where our predicament started. After this first call, we had talked back and forward with many different Customer Service Representatives from BOA, some of them with an shocking lack of knowledge about the procedures, and how to manage specifically this type of loans, providing us wrong information about the steps that we needed to complete to avoid foreclosure. Nevertheless the worst Customer Relationship Manager ( CRM ) of all, was the one that was in charge of our loan on XX/XX/2015. Because of this CRM now we are in a foreclosure status. The CRM did not notice that because of the type of loan we had ( and still have ) with that institution, we needed to apply for a loan modification before any other step could be taken. The CRM made us wait until our loan became 90 days past due to be able to apply for a short sale ( all of this due to the advice of the CRM in mention ). Unfortunately the market is going down, and we have to offer the house with a price that is lower than our outstanding balance with BOA, in order to try to remedy our current circumstances, and our financial obligation with BOA. After this period of 90 days, and close to the fourth month past due, the CRM realized that the short sale application was rejected because we needed to fulfill the loan modification requirement before. The whole modification process took about two months, and because of this we wasted more time, waiting to comply with the 90 days past due requirement in order to apply for a short sell procedure, in that same time window, we would 've had enough time to apply for the loan modification to do things in compliance with BOA, but we were not able to do this because our CRM never provided us with the proper advice, information and requirements. We were able to upload our loan modification application and the supporting documentation on the BOA website ( XXXX ) until XX/XX/2015, because our CRM never sent us the paperwork that we needed it. Based on our own concerns we searched, and found in one of our personal folders, the correct paperwork package needed to apply to follow the BOA requirements, this package was sent to us several months ago, we were lucky keeping these forms. We reached out to our CRM several times asking for help, information, a logic explanation for the attitude, and approach towards our case in particular, and all we heard was always pointless explanations, which in the end, only increased the time we lost within this process. On XX/XX/2015, we received the notice of foreclosure, we contacted BOA right away and a customer service representative informed us that we could n't do anything to reverse this foreclosure status. BOA was also requesting other tax documentation that did not apply to us. We ( once again ) reached out to our CRM but she was n't available, she was suppose to contact us on Friday, XX/XX/2015 at XXXX XXXX to explain the situation but we never received that call. Why we need to be in a foreclosure status because of the lack of knowledge, respect, decision making process, from a member of BOA? UNFAIR.

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