Consumer complaint received 2015-07-20
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (AK)

First I need you to be aware that I have a XXXX condition, after over XXXX surgeries to fix it I 'm left to manage the pain on a daily basis, along with a XXXX team, XXXX XXXX of XXXX XXXX. I have tried really hard to keep notes of all of the mess, but I may have missed some names and dates when I was n't near my notepaid, or laid up in bed. My husband had to get a job that takes him over XXXX miles away from home and is gone 8 months of the year now, after being made to quit his job of 35 years, because if he quit they would n't have to pay him his retirement plan. I have tried to work with Bank of America ( BOA ) since XXXX, I made a call after talking to our bank about them taking it over. She advised me to call BOA as banks will always negotiate an interest especially she said for loyal customers that always have made their payments. I was told in XXXX our unit was then under water and it was against the law for them to loan on it so there was nothing they could do. I continued to call ever 2 years, always to be told a different story. In XXXX we began to have problems with them as we had them on auto pay every month for our unit, and our XXXX XXXX. They had taken XXXX payments out of our XXXX account and we overdrafted. I called and was told they could n't put the money back in our account they would have write a check. We bought XXXX XXXX, XXXX XXXX XXXX, special order for Alaskan Temps. We have never missed a payment to BOA. On the advise of my sister who was a XXXX XXXX for XXXX she said to miss a payment so they would work with me. The nightmare began, There are to many names to list, the highlight is this, XXXX XXXX called our home at XXXX on XXXX/XXXX/XXXX, we spoke at length The only thing BOA could do to help us out was to give us a 2 month extenstion at the end of our loan. I told that still was n't going to help but we would keep going until we could n't. He asked if I would make the XXXX payment by XXXX/XXXX/XXXX I told him I would scrap every dime we had as we did n't and could n't afford to lose it as my husband has to live in it instead of retire in it! I then had to go to our ER, and was told I was suffering, XXXX XXXX, it was becoming to much. I went on to BOA 'S website to make our payment on XXXX/XXXX/XXXX, it wouldnt take our payment. I then spent the next 4 days calling every BOA phone number I could, only to keep getting a recording and no real person. I finally found a number for the collections for BOA in my notes, I was so scared we where going to lose it as XXXX had said if we did n't pay by 65 days it would be repoed. I finally reached XXXX and she took the payment and I asked why I could n't pay online, she explained because we had XXXX late payments we where locked out of their system. I asked her how was I suppose to pay you if I could n't get ahold of anyone! I told her XXXX had done the 2 month extention and we should be current. She explained she would need another XXXX for us to be current as there was no exten. I asked to speak with XXXX and he told me it was my fault that we did n't get it because I did n't hold up my end and have the payment in by XXXX, I explained why I could n't get it paid, he got angry and I was in tears and had to hang up.Again to many names to list but I finally got ahold of XXXX, I told him the story and he said he would send the paper work for the exten. I missed his second call on the XXXX, I tried for another 4 days to get ahold of him. Finally on the XXXX he said he was sending the paper work but had to be back in 10 days. It was written on XXXX, I received it on XXXX and put it back in the mail at the XXXX. I then get a call on XXXX by XXXX XXXX for full pay. I told him I did the papers, he said no you where denied it got here to late. They where never going to honor the exten. nor help us in anyway. The phone never stops!