Consumer complaint received 2022-04-28 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Please note I am using XXXX XXXX XXXX if for any reason these sentences do not make sense please excuse me I had filed 2 previous complaints regarding Bank of America Complaint number XXXX This was the second complaint filed The first complaint was filed regarding Bank of America did not offer any assistance after my forbearance ended due to COVID-19 Assistance as in catching up on my past due payments that were on Forbearance From every agency I spoke to I was told that the cares act signed in XXXX regarding COVID-19 banks were required to provide assistance to help borrowers catch up on their past due payments due to COVID-19 Bank of America gave me no options re-the reason I found the first complaint XX/XX/XXXX Bank of America responded to this complaint and offered options that they had previously told me were unavailable or I did not qualify for including a modification. 

I felt at the time and even stated to the representative at Bank of America they contacted me after my first complaint with the CFPB Are you doing this to say face for the CFPB and the answer was of course not But the day after the complaint closed I received a call from the collections department to pay my balance in full at the time I was XXXX payments behind So my initial suspicion was correct and I filed the second complaint with the reference number listed above that Bank of America offered options that I did not qualify for or were not feasible for me just to close the complaint After that complaint I did receive a call it was offered a modification no please understand I was told for months why I was still on my Forbearance that I did not qualify for a modification because I had no tax returns but after the second complaint I was told that I would not need them The packet was sent out I contacted Bank of America and asked them why they were requesting tax returns in the packet when I told them I did not have them they said it didnt matter to send a letter of explanation and fill out the IRS form and send it back As provided below I sent them a fax multiple times of the info I had minus tax returns and still received A letter stating that the modification process has been canceled because they did not receive the required documents by the time stated Meanwhile I was in constant contact with Bank of America regarding the tax returns I did not have and was told over and over again that it was fine obviously it was not So as we jump too today During the whole process I dont trusXXXX Bank of America They tell you multiple different things they dont keep notes in the system unless it benefits them And every time over almost the past XXXX  years that I fell into hardship read being a child with medical bills hitting over {$700000.00} or lately expensive divorce theres never been any kind of option for assistance If that sounds emotional look what they just did in the past XXXX months with all these complaints they told me I qualified for nothing they pacified me once I filed a complaint whats the complaint was over it was back to no options until the second complaint was filed Then I got denied for the option back to square one But what really troubles me I was on forbearance for the full XXXX  months but yet I was only XXXX payments behind because I was making payments I cant imagine if I was a for XXXX months payment behind I would end up losing my home because with that impossible amount theres no way during a worldwide pandemic that I could play catch-up within the time allotted Bank of America gave me And believe me instead of complaining and filing complaints and talking to attorneys I would love to just go with Another mortgage company Im not in a position to refinance away from them right now so the only thing I could do was whatever I could do to make these payments which I did all this while trying to qualify for a modification or some kind of assistance because I was burying myself trying to play catch-up with this mortgage my other mortgage and all my other bills that fell behind during COVID-19 I was one of the unlucky ones they could not work from home. 

So after all that said and all of their were willing to help you I will show you all the faxes of all the documents required that I sent in I still get a letter dated intent to accelerate please mind you pay attention to these dates closely as of the first complaint I was XXXX payments behind as of the second complaint I was only XXXX payments behind since then I caught up to XXXX payments behind and still only XXXX payments behind catching up on my own with no help I still get a letter of intent to accelerate basically for closure As of today as Im writing this complaint I am completely caught up on my mortgage I provided the stated intent to accelerate letter with my confirmation number with the full payment I know you guys take this extremely serious but please understand the cares act was written to help with COVID-19 in the pandemic banks like Bank of America are not trying to help customers like myself at all Again I have to state if I was behind 18 months worth of payments during a pandemic during a stay at home order during COVID-19 I wouldve lost my house All of my coworkers that Im back at work with now did it with other banks For some it was over the phone for others it was signing one piece of paper and sending it back to their mortgage companies to get all payments deferred to the end of the loan Bank of America stated that their investors do not do this because of the type of the loan But unless Im reading the cares act wrong I thought all banks were supposed to offer some kind of viable assistance not free money but some kind of repayment or viable solution to catch up on your payments without having to sell almost everything you own valuable like I just did The only thing that Bank of America tells you to do is call some number for mortgage assistance I didnt want anything free I dont want free money I just wanted time to catch up on my payments without breaking myself and not being able to pay other bills and messing up my credit even more Thats all But again it troubles me for how many people during a worldwide pandemic or without assistance or a viable way to catch up on their mortgage I got lucky but I cant imagine how many people did not And again I must reiterate I got a foreclosure letter intent to accelerate after making XXXX payments are in the past month alone in the past month alone in the past month alone

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