Consumer complaint received 2017-04-18
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (RI)

OUR GREEN PAPER DRAGONS On the day of   XXXX   XXXX   XXXX    , our home of 10 years caught on fire in the middle of the night. I thought the worst part was over that night. Not after a few days, did I start noticing that nothing about the situation was going to be easy. Not after staying up all night that night and still showing up next day to work in fear of losing my job right after losing my only home. Here I would like to show is the one and only policy coverage information letter ever sent to me by the  XXXX   XXXX   XXXX   XXXX  and their representatives to explain to me all of what my coverage was on the actual date of loss. Where they sent me a one page policy letter. Yet, I am sure the  XXXX   XXXX  insurance company and their representatives proclaim that coverage was fully and explicitly communicated to me after the loss on   XXXX   and obviously, never offered us any cash advances that could alleviate the new financial burden placed on us in the middle of a very cold winter. They show the date of loss on   XXXX     but the first advance received from the insurance company or their representatives for {$10000.00} was n't until  XXXX  months later in  XXXX , leaving me in an unquestionably certain position of financial hardship from the very first day we became homebound with no socks, clothes or shoes for the  XXXX  of us to keep going to work or school. There was a pool of water in the basement therefore there was water flooding the entire room  XXXX  ft high that was never mentioned in the insurance company 's investigation but surely, the company had no problem pointing at my negligence as the major factor that contributed to the house fire. I subsequently refused to use SERVE-PRO which was recommended by the  XXXX . After work, a man from a company called clean care came by on  X/XX/2016    and had  XXXX   XXXX , the insurance company 's representative on phone saying he would clean up and board the house up, but when I spoke to  XXXX   XXXX  he told me if I wanted to, I could do the clean up and boarding the windows myself and he would pay me for taking care of that. Then nothing, the boarding up and cleaning was done, I received the phone call letting me know, I was to blame for the fire and after a few words back and forth, that was it. Since the insurance company and their representatives had no problem relating to me that it was definitely my fault the fire started. It became easier for them to negate the fact that, we had no money to eat any meals or buy clothes  XXXX  miles from house in The town of  XXXX  RI. I did sign the emergency housing contract on the  XXXX  of  XXXX    XXXX   against the insurance company 's blessings, but it took the camper company a week to get plumbing and electricity fully operating in the camper. The old well pump was shot so I paid the {$300.00} for it and installed the new well pump in order to move in. we  may  very well have moved in between the  XXXX  the  XXXX  of  XXXX    XXXX  . By the way the folks from  XXXX   XXXX  's showed up once a month to look at the damages, I even tried to call  XXXX   XXXX   XXXX  another insurance company representative on  XXXX   XXXX    XXXX   and he was on vacation for  XXXX  weeks. You would think that the representatives of  XXXX   XXXX  insurance company would all notice that the Foyer/Laundry room, has a lot more then  XXXX  window as specified in  XXXX   XXXX  's appraisal my  XXXX  but deleted in the  XXXX  's appraisal showing the insurance company 's eagerness to dismiss many parts of my claim, leaving me absolutely unable to cover the cost of moving back into my house within a reasonable time. At this time I had to withdraw part of my annuity funds to cover the first of many days displaced. The reason why no work has been done to the house itself is because the first  XXXX  months were dragged out, right from the onset by the insurance claim adjusters who really di