Consumer complaint received 2016-01-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OH
Product: Mortgage
Sub-product: Other mortgage
Issue: Settlement process and costs

Complaint:
On XXXX XXXX, XXXX, we signed a 2MP Home Affordable Second Lien Modification Agreement with Bank Of America. On XXXX XXXX, XXXX, Bank of America signed this mortgage agreement. All signatures are notarized. On XXXX XXXX, XXXX, this agreement was filed with XXXX County in Ohio by Bank of America. In XXXX of XXXX, we began making payments of {$390.00} each month. We have made every payment on time since XXXX of XXXX. 
From XXXX XXXX through XXXX XXXX, we received monthly statements from Bank of America showing that our payments were on time. In XXXX XXXX, Bank of America began sending us documents with false and misleading information. In a letter dated XXXX XXXX, XXXX, Bank of America sent us a Notice of Intent to Accelerate Letter with false, confusing, erroneous information. 
In a letter dated XXXX XXXX, XXXX, we received a letter full of erroneous information about " requesting payment assistance, '' and " workout plans. '' We had made all of our payments on time. In another set of documents, also dated XXXX XXXX, XXXX, we received a new Mortgage Agreement from Bank of America. These documents also contained erroneous information and gave no explanation for the changes from the XXXX XXXX Mortgage Agreement. In fact, there was no reference to the XXXX XXXX agreement. The changes and fees also appeared to put XXXX dollars into the pockets of Bank of America. The cover letter said, " If you have any questions, please call. '' Over the next weeks, we repeatedly called Bank of America for clarification, but we received none. 
Between XXXX XXXX, XXXX and XXXX XXXX, XXXX, we spoke with at least five different Bank of America representatives who gave us conflicting information. Some representatives pressured or coerced us to sign the new documents even though we said the documents appeared to contain false and misleading information. Others assured us that we were not in danger of losing our XXXX XXXX mortgage if it was notarized and on file with our county. We requested that answers be sent to us in writing, but Bank of America representatives refused. We were afraid to sign and submit the XXXX XXXX, XXXX documents because we did not understand them and they appeared to contain false information. During this period, we continued to receive other notices and statements from Bank of America containing false information. 
In a letter dated XXXX XXXX, XXXX, Bank of America stated that since we had not signed and returned the XXXX XXXX, XXXX mortgage agreement, the terms of our XXXX XXXX agreement " are not in effect on the loan at this time. '' This was the first written reference that connected the XXXX XXXX Mortgage Agreement to the XXXX XXXX Mortgage Agreement. Weeks earlier, we had called and requested specific information on how signing or not signing the XXXX XXXX documents would affect our XXXX XXXX mortgage agreement. Over the phone, we had received information from Bank of America representatives that directly conflicted with the XXXX XXXX, XXXX letter. We had been told by a Bank of America representative that our XXXX XXXX loan would remain valid if it had been submitted to the county and registered there. ( I have an audio recording of this conversation. ) The loan was registered with the county on XXXX XXXX, XXXX. The XXXX XXXX, XXXX Bank of America cover letter explicitly stated that " if you have any questions, please call. '' The clarifying information that we received over the phone was in conflict with the information in the XXXX XXXX, XXXX letter. Throughout XXXX, we continued to make our monthly payments according to our XXXX XXXX mortgage agreement. We will continue to do so. 
We have written to the bank repeatedly regarding these problems. Along with the false, erroneous, misleading, and confusing information mailed to us by Bank of America, we have received false and conflicting information by phone

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 non-monetary relief