Consumer complaint received 2015-08-19 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
On XXXX/XXXX/11 I called and informed my bank that I may not be able to pay my mortgage this month or the next. Now mind you, I was current at that time. I got in contact with mortgage retention Relationship Banker, XXXX XXXX XXXX. XXXX XXXX was very understanding and helpful. XXXX XXXX went over a few options ; she asked me if I wanted to keep the property because there is an option called a Forbearance that would fit for what I wanted to do and the period was for ( 90 ) days. XXXX XXXX said that she would put the paperwork together and get it to me ; she also mentioned that it would take approximately ( 10 ) ten days to do so. I thanked XXXX XXXX and awaited the paperworkOn XXXX/XXXX/11 I called XXXX XXXX and informed her that I had not gotten any paperwork, she apologized graciously and mentioned that she could do it over the phone if I had about ( XXXX ) fifteen or XXXX minuets, I agreed. She asked me about my entire income and expenses for my household, etc. After all was said, entered and done, she gave me my forbearance end date, '' XXXX XXXX, 2011. '' I was happy and all was well. 
Until XXXX/XXXX/11, I called XXXX XXXX to inform her that I had gotten a notice stating the intent to accelerate foreclosure was started. '' Now mind you '', I am now ( 2 ) months behind, I was assured and given by a bank official 's word and end date that I was in forbearance, Definition of Temporary Forebearance Agreement = An agreement whereby we agree not to proceed with foreclosure and/or collecting of payments for a period of time to allow to re-establish your ability to make the required payments. 
I called feverously to get in contact with XXXX XXXX to find out what was going on. 
On XXXX/XXXX/11 I got through to XXXX XXXX XXXX, I proceeded to explain the situation and the promise I was given by the Relationship Banker XXXX XXXX. XXXX XXXX told me that the previous Relationship Banker should not have told me that, and what she told me was erroneous. 

I informed XXXX XXXX that XXXX XXXX had taken the information over the phone, typed it in to expedite it ... XXXX XXXX asked if she could look in to the situation to see if there is some thing she is over looking and get back with meI called and was not able to get in contact with anyone at all for days, even though their voice mail states that they will return your call in 24 hours and you can call their manager. When I call their manager I will get the same message. Finally I get in contact with XXXX XXXX, an she wanted to redo the forbearance package and that 's when I had a bad feeling of what the outcome was going to be. 

I knew when she does this again, it was not going to be approved for some none commonsense reason. I reluctantly agreed because I wanted to trust my bank again and the hopes that she does n't lie to me or tell me erroneous information. 

The packet was redone, and it 's close to XX/XX/XXXX, " Mind you I 'm 3 months behind now '' Originally I was granted 90 day forbearance which is due on XXXX XXXX for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Meanwhile, while the packet was being looked over again I took matters into my own hands and did the following below. 
On XXXX/XXXX/11 I went to the branch to pay for the past three months " plus late fees of course '', and end all of this, but to my surprise the bank would not take the money! I had the entire amount in full before the forbearance original end date, Also well within the window before foreclosure proceedings should start. They instructed me to call the mortgage department. I had the branch get in touch with the mortgage department and the person I spoke with told me that they would have someone to call me. 
XXXX XXXX got back with me and said that she could not grant me 90 day forbearance because of the following reason, My unemployment was not not considerenot considered income.

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