Consumer complaint received 2022-04-15 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
Currently in Short Sale for the property of XXXX XXXX XXXX, XXXX, NY XXXX with XXXXXXXX XXXX XXXX XXXX XXXX which has approved short sale and notified 2nd mortgage Bank of America. Bank of America has been giving myself, my lawyer, and my broker a run around for the pass 2 months to complete short sale. We have tried numerous times to even speak directly to the short sale department and been unsuccessful at every attempt. During the 2 months of try to get any correct instructions and process to complete short sale we were told needed to submit a letter of authorization to start the short sale. Then we also was told again by Bank of Americ a to submit the short sale information into a system called the " XXXX ''. My lawyer doesn't have access to this system. Contacted the my broker who does have access and was rejected by system on numerous attempts. Contact BOA numerous times to get resolved and after 2-3 weeks of trying was advised that my account doesn't even meet the requirements for the " XXXX '' since it is a 2nd mortgage. Due to this incompetency from Bank of America various staff and still not getting to correct individuals who should and can help to resolve this, we were still at no correct information or no conclusion to this. 
Tried again within the last 2 weeks again pulling teeth with Bank of America to get to short sale department unsuccessfully, representatives that we spoken to whom eventually called back the next day advise in order to do a short sale with Bank of America I have to do a modification before they can do a short sale and then if the modification gets declined in about XXXX months that I can submit for the short sale. I am not understanding as advised from my broker of 20 years in the real estate business and my lawyer also telling me that this unbelievable that they are trying to do everything to keep me in this mortgage and set me up for failure. Also the 1st primary mortgage with XXXX who is ready to close since the beginning of XX/XX/2022 and waiting on Bank of America is holding up the closing and will expire soon. There is a judgement Foreclosure in the XXXX court system filed by XXXX XXXX XXXXXXXX XXXX New York the owners of the property. This morally upsetting and frustrating to me. I trying to give up the property to an investor for almost 2 years and been getting nothing but disappointment upto the approval finally from XXXX XXXX XXXX and Bank of America isn't working to complete short sale. 
I am not trying to keep this property, that's why I am doing a short sale due to financial issues. 

P.S. these are some of the representatives that we have tried to get information, instructions and point of contacts to be transfered to correct departments and there has been no success on Bank of Americas end to due so. Here is a few nams XXXX XXXX  - North Carolina XXXX XXXX XXXX, Florida ( Refused give last name ) XXXX XXXX - XXXX, Texas ( on phone for about XXXX hours to contact short sale department, we never spoke to short sale department ) Loss mitigation department on numerous times P.S. Also filed complaint with XXXX Please see attached.

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