Consumer complaint received 2023-09-15 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC

Complaint narrative:
In XX/XX/XXXX I secured a job with the XXXX in XXXX, NC, I was supposed to start the training at the end of XX/XX/XXXX, then in XX/XX/XXXX I moved from XXXX XXXX to XXXX, NC .After that on XX/XX/XXXX due to the COVID-19 pandemic all schools were closed down, and at the same time my new employee postponed training and hiring day, so I had to remain at home with my XXXX boys XXXX and XXXX XXXX XXXX without any income. I received a call from Bank of America customer service offering XXXX pandemic relieve, stating that the bank was offering deferred payments, I was offered to stop making monthly payments during the pandemic and that the amount of the monthly payment would go to the back of the loan, so I wouldn't have to make all those payments at once as a lump sum at the end of the pandemic relieve program. I had 24 months deferred payments, the schools were closed and I had to stay home with my kids from XX/XX/XXXX until XX/XX/XXXX, my kids ages were XXXX and XXXX  years. I started to make payments in XX/XX/XXXX, after the relief program ended, this are the dates and amounts of the payments made:XXXX  {$150.00}, XXXX {$160.00}, XXXX $ XXXX $ XXXX {$230.00}, XXXX $ XXXX {$300.00}. 
Bank of America never accepted those payments towards my monthly payments, the told me that the minimum payment had to be the total amount $ XXXX since I could not make this lump sum payment Bank of America started to report me as late payments every month to the 3 credit bureaus XXXX XXXX XXXX and XXXX XXXX also after the month of XX/XX/XXXX the online portal to make payments was blocked, so I was not able to make any more payments. During various times during XXXX and XXXX I was told by Bank of America account managers that I had to make the total amount deferred totaling a lump sump payment of $ XXXX, and that any payment made less than that amount will not be reflected as a payment made. I responded that I could not make that big lump sum amount that I could only make the regular payments up to $ XXXXBank of America offered me to do a loan modification to modify the terms, I told them that this heloc was in my name and my ex-husbands name, ( only this heloc, not the original 1st mortgage loan ) that I have a divorce decree showing I am divorce, showing the house is not part of the divorce because I purchased the house on my own before I was married to him and also my ex-husband filled bankruptcy removing himself from any obligations to that heloc loan, Bank of America told me that in this case I could do the modification on my own since I was the only owner of the house, the second borrower ( my ex-husband ) XXXX XXXX was never in the house title since I purchase this property in XXXX as a single woman and we got married in XXXX, this loan was taken out in XXXX in both names but his name was never added to the house or any title. XXXX XXXX is not interested in being part of any loan modification since he has not interest on the property. I agreed to start a loan modification back in XXXX XXXX and now I just find out that Bank of America recorded a " Substitution of Trustee '' against my property without any legal notices against my knowledge. I been trying to modify this line of credit into a fully amortized loan ( meaning my payments will go towards my principal and interest ) before it goes to foreclosure, I tried to negotiate many times with different managers in the same department, and I keep getting the round around that if I don't submit a quitclaim deed from the other borrower that I cant do the modification, meanwhile I am under modification they are continuing the foreclosure process even though in the state of Nevada is illegal, they foreclosure process should have never started while I am under modification,

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 explanation