Consumer complaint received 2015-03-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
I got behind in payments and worked with B of A 's loan modification dept. in XXXX. In order to keep my home, I made an arrangement for a XXXX month payoff in which I made higher payments each month until the balance was caught up. I was able at that time to make the payments high enough that I actually got caught up in 4 months. I was sent a letter on XXXX stating " You are approved for a {$27000.00} principal forgiveness on your home loan ''. The letter stated that if I wanted to accept their offer that I did not need to do anything, if you have questions to call XXXX. I did call them because I had questions. I specifically asked that if I waited until XXXX to sell my home even if it was in the middle of escrow on XXXX, would I receive the credit on the principal balance on my loan, would there be any waiting period such as 30 days or more. I was told that I would receive the credit even if I was in escrow as long as it was after XXXX. I put my house on the market and it sold. We specifically waited until after XXXX to close and had a closing date of XXXX. It was discovered through the escrow office as I read the documents that the credit amount was still in the debit column rather than the credit. I immediately called B of A. I made multiple attempts to correct it as quickly as possible with B of A. My case manager XXXX XXXX was always responsive and helpful. It was n't until I discovered the error that B of A became unresponsive, uncooperative, provided different information on the phone each time I called, routed me over and over to different departments because " that person was unable to assist me in that department ''. It all came to a head on XXXX when I desperately tried reaching XXXX XXXX to find out why the credit was not showing up. Reps. at B of A kept telling me that my case manager was not in and still I would get a different response each time I called. XXXX rep. stated that the credit would not be available until 30 days, another 60 days, another 90 days. I was so frustrated ; I called my attorney and was advised to file a complaint with you. On XXXX I received a call from XXXX XXXX. Since we had such a good working relationship when I performed my obligations to repay my modification early, she called me asking why I had contacted B of A the day before. I explained the issue with the escrow and the credit not showing up in my loan escrow docs and that the buyer is forcing the close of the house and I was going to be out the credit because it was not reflected on the statement. XXXX XXXX was actually very upset that none of her co-workers reached out to her on any of my calls the day before because she WAS in the office XXXX XXXX assured me that everything is now correct but it wo n't be reflected until I receive my XXXX statement which is typically generated between the XXXX and XXXX of each month. If I had known that I had to wait until after the XXXX statement was generated to reflect the credit, I would have waited to sell my home until that date. The buyer is now forcing the sale of the sale and I am going to be out the credit amount if B of A does not update their records immediately, it might still be too late. I did everything that B of A asked of me and fulfilled my loan mod. in 4 months rather than XXXX. I am XXXX and selling my home because I can no longer live in this particular home. I feel that I was mislead, and not provided the correct information and the EXACT date the credit would be reflected. The letter is poorly written and the customer service reps. seem to not want to help or provide incorrect information. They just want to send you from XXXX department to another to completely frustrate you so that you give up and B of A makes more money ; it seems like a scam. They did not fulfill their end of the financial obligation.

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