Consumer complaint received 2019-10-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
mortgage # XXXX Bank of America I had problems paying my home equity line of credit after the initial time period ran out. i asked for a modification from B/A. ( XX/XX/XXXX ) They have been delaying and procrastinating on my modification for over 2 years now. I have had all sorts of crazy letters some told me to disregard, and one day it is denied and the next it is in appeals and the next it needs paperwork. FINALLY after many arguments with the case workers, i was offered a modification.- upon looking at the modification, I called the bank as they put escrow into it and i had told them 100 times i pay my own as my first mortgage is paid off. They refused to do the modification without the escrow. Finally after agreeing to take it off, I was told that i should make the payment with the escrow amount not in it. I made the 3 trial payments, then when i was trying to make the 4th payment, ( See additional complaint file here ) the rep took out 8 payments immediately ( by mistake ) which totaled over {$3000.00} This amount overdrew my checking account and as a result, the overdraft was taken out of my savings, depleting it and bouncing checks. I had to borrow {$500.00} immediately to cover the other checks. One bounced but B/A finally returned the bounce fee and returned the 8 payments. afterward i attempted to pay the 4th payment of the modification at which time they refused to take the payment without the escrow. Then in XX/XX/XXXX they sent another modification, i called on that one and was told do not make a payment until the escrow amount is taken off the amount. Finally after talking to about 10 different people, i was told to sign the new modification and mail it back. By this time it was XX/XX/XXXX ( it was supposed to be returned by the end of XX/XX/XXXX) They said it was ok to get it back late. I returned it and after several days, i got a notice that i was denied. I asked why they gave me several reasons, no flood insurance, no homeowners insurance, the date was XX/XX/XXXX instead of the way they wanted it to be.The latest after i spoke to XXXX was that i need to pay 3 months back from the time they told me NOT to pay until i get paperwork and they can restore the modification. I am uneasy as the LAST statement said I was denied. I asked them to give me NEW paperwork indicating that I do have a legal modification and I will start paying that amount when I get the new paperwork. I do not have the past 3 payments as they told me not to pay and I used that money as I was told to pay when i get the paperwork. My solution which i have called about several times and in fact tried to call Mr. XXXX XXXX Regulatory complaint dept. XXXX and he does not call me back during the hours i am at home. I want an updated modification with the amount of payment starting from the next month along with the amount not including escrow. I would appreciate any assistance you can provide. thank you

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