Consumer complaint received 2026-06-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
Foreclosure for my home is set and has remained so despite XXXX submissions for Mortgage Assistance given the death of the borrower. The first submission was sent by mail, the second submission was faxed, the third submission is sent online. Bank of America verified receiving the documents several times over the phone and despite applications is not providing solutions to mitigate foreclosure, instead either not responding properly, not conducting full reviews, or redirecting to an online portal after requesting more info by mail. A letter was recently mailed on XX/XX/XXXX, the day the began their review for Mortgage Assistance, and while the mail was en route the bank closed the application XXXX hours after beginning review, which is not appropriate and completely destroys any chance of mitigation, this was the request sent by fax. The first request was sent by mail and also confirmed received, yet review of the application ended XXXX days later, before any mail could possibly reach me to continue this process and mitigate the upcoming foreclosure. Now receiving the letter mailed on XX/XX/XXXX, following it's directions to check online for documents needed for review, creating an online account shows all related info and attempts, but no missing documents or active application, given it was closed within XXXX hours of beginning the review. Instead online given the closed status it is required to begin a new application, which does not have guidance for matters involving Probate and my authority as Personal Representive of the Estate, instead it guides on the assumption that decedent is alive requiring income documentation, credit check and verification of myself in order to apply for mitigation at all, which is unlawful. Mortgage Assistance was requested 3 times now and the process is being shutdown before anything can be done, by law the Estate has protection against such things during review of the application, but this is being circumvented by Bank of America who is not allowing the process to continue lawfully. Entries within the portal are as follows. SPECIFIC REGULATORY VIOLATIONS 1. Violation of 12 CFR 1024.41 ( c ) - Failure to Conduct Full Review & Premature File Closure Bank of America is legally required to evaluate a loss mitigation application for all available options within 30 days of receipt if submitted more than 37 days before a foreclosure sale. Closing out complex probate loss mitigation files within XXXX hours and XXXX hours without an actual evaluation constitutes a facial refusal to review the application and a direct breach of federal servicing requirements. XXXX. Defective Portal Architecture and Unlawful Credit Pull Demands As the court-appointed Personal Representative and Administrator of the Estate, my authority has been established, as well as by the bank having been made Executor. Bank of America 's online interface is fundamentally broken for probate accounts. The portal operates on the false assumption that the deceased borrower is alive, demanding income verification for a decedent. The system conditioning the submission of an estate application on an absolute requirement that I authorize a personal credit check against myself as a condition for assistance is a predatory, non-compliant practice. The debt belongs to the estate, not to me personally. Forcing an Administrator to run a personal credit check to progress an estate file violates Successor in Interest rules. 3. Intentional Evasion of Dual-Tracking Protections By forcing me into a loop where I must continuously open new requests because the bank arbitrarily closes the old ones within 24 hours, Bank of America is attempting to bypass the 37-day RESPA shield. Using their internal portal statuses so they can claim to their foreclosure attorneys that no " complete application '' exists on the scheduled auction date. In summary, Bank of America set a foreclosure date, and though mitigation applications have been submitted 3 times, over the 37 day limit triggering federal protection, Bank of America is quickly ending reviews, within XXXX days, before written mail can be reviewed, to disallow furthering of mitigation solutions. Assistance Request Number Status Review Start Date Review End Date [ redacted ] Active XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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