Consumer complaint received 04/23/2015 about Mortgage (Other mortgage) with BMO HARRIS BANK NATIONAL ASSOCIATION (AZ).
Issue: Loan servicing, payments, escrow account

Complaint: I have lived in XXXX XXXX for 50 years, my lifelong desire was to retire here and have my home to retire in. My husband and I purchased our home in XX/XX/XXXX, we worked hard and were able to make all the mortgage payment in 30 years, and after much sacrifice our home was finally free and clear. Now we face the distinct possibility of losing our home to foreclosure and may end up on the streets. I work hard and am a good citizen that has fallen on hard times. 
My loan servicer, M & I, closed the door on communication years ago when I tried to get assistance on my mortgage. I was completely shut down by their representatives who had no compassion for my circumstances. I am now in a situation where I am holding on to my home by a thread, when all it would have taken was a little bit of effort on the part of M & I to provide me access to available assistance programs for homeowners. It has been a very difficult time for me as I struggled to get back on my feet financially and attempt to same my home.My husband passed away in XX/XX/XXXX. My life took a XXXX degree turn for the worst as my life time partner, my friend was gone for good and left me facing all of the family affairs. Soon the bills started piling up, my husband 's creditors started harassing me for payments. In XX/XX/XXXX, I was forced to refinance my home to help cancel my husband 's debt and for home improvements. We installed a new roof, repaired the central air conditioner, and other improvements. I did not realize I signed up for an interest only payment. I reached out to M & I for assistance, but was immediately shut down. I fell behind on my payments and I tried to negotiate some type of agreement. I fell further and further behind. I had every door closed on me as I tried to have a loan modification case opened.I can not see where it is ethical or fair to block me from applying for assistance. They were so eager to sign me up and refinance my property. 
They are required by the government to review my loan for options and my loan should have been review over the past few years for retention options. I only spoke with one person at M & I but refused to work with me on my loan. I feel that I need my issue elevated to an executive level. I have n't been able to speak with above the line staff level and I was hoping your office could intervene and get me someone who could take my matter seriously and speak on my level. I should have never had to go through the difficulties they put me through and it looks like they got about XXXX to help homeowners. It appears that my loan qualified for government modification programs when I reached out to them in the past. 
Now they are trying to take my home away through foreclosure. It 's their fault that I am so far down the road and behind on my payments because they should have helped me years ago. They do n't understand their improper communication made a bad situation worse. My income is steady and I want to keep my home. I am hoping your office could contact them on my behalf to open the door to a meaningful discussion to save my home and get my loan on proper footing. I could really use someone in my corner and I am certain I can work this out with M & I if I speak to the right people. Thank you for your time and I am hoping you can help.

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