Consumer complaint received 2016-06-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Bank of America NA is the servicing bank : has held homeowner in extending processing, and not evaluating documents properly. Homeowner has submitted the RMA requesting modification, bank reported RMA documents lost. Restarting After a new XXXX RMA submission : during the next 12 months was denied, no reason given. 

On XXXX XXXX, we received a modification XXXX trial payments offer without any RMA application : how is this possible? 

Homeowner has been in default since XXXX/XXXX/XXXX due to change of circumstances, XXXX parents have XXXX and the homeowner had to provide for parents, using all sources of income. 

The homeowner fell behind on the payments due to medical hardship. The hardship started in XXXX, XXXX due to ; 1. Husband military XXXX and fixed income of {$2400.00}. 
2. Medical hardship XXXX parents living with homeowner. The medical hardship is current with father, whom lives with homeowner. Mom passed away in XXXX, XXXX. 
3. Homeowners wife was diagnosed with XXXX in XXXX and suffers from this condition currently. 

The above medical hardships caused a financial hardship which used all financial resources. The financial hardship started on XXXX, XXXX to current. 

The servicer ' is discriminating against homeowner claims, in a form of reverse discrimination ; holding the mortgage in extended processing in the following 1. Started a loan modification RMA application on XXXX, XXXX. Bank of America lost RMA application and documents. 
2. Homeowner submitted RMA forms XXXX different times, Bank of America lost RMA and supporting documents every time. 
3. Not providing a single point of contact. 
4. WE were assigned XXXX different " relationship managers '' during the course of XXXX year during XXXX to XXXX. 
5. Homeowner was denied a loan modification while homeowner is qualified, lost documents when homeowner has already provided during the course of 12 months, bank lost documents. 
6. Bank is holding homeowner in extended processing a form of mortgage discrimination that favors the bank and hurts the homeowner. 
7. Bank did not provide a basis of denial report. 
8. From XXXX to XXXX no modification. 
9. Suddenly on XXXX XXXX a loan modification offer pre trial offer come in the mail, we signed and made the XXXX trial payments, from XXXX to XXXX. 
10. The above medical hardships begin to current. 

This homeowner, feels that their case has been unfairly treated for the following reasons : 1. No active single point of contact, constantly changing XXXX XXXX points of contact in 1 year ), when calls made to the single point of contact, routine routed to the collection department, never the same contact person. 
2. Homeowner made calls to the single point of contact for a workout solution : the calls were never returned by the contact. Calls returned were from the collection department and never the same so called : " relationship manager ''. 
3. The servicer has held the homeowner in extended process in bad faith, during which the value of property has increased and fallen for 2 years from XXXX to XXXX. 
4. On the latest RMA application XXXX : an authorized third party assisted with the RMA application to re-establish the modification and cure the late payments : homeowner was denied. 
5. A basis of denial report was not provided. 
6. Homeowner was given one option : short sale. 
7. Homeowner was denied on XXXX, XXXX, no basis of denial given. 
8. Homeowner was not advised of their HAMP/Department of Justice modification guidelines or options. 
XXXX. Homeowner was not provided the name of the investor as requested. 
XXXX. Homeowner was not provided a NPV Net Present Value Report to approve or deny the RMA application. 

The Banks ' failure to discharge their required loan modification obligations, during homeowner 's honest attempt to save their home from foreclosure. 
Homeowner is claiming mortgage discrimination.

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