Consumer complaint received 2018-02-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Bank of America XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX XXXX SSN : XXXX We started the short sale process with Bank of America on XX/XX/XXXX. We faxed in our authorization multiple times, requesting a payoff demand. XXXX is refusing to provide a Payoff Demand. Bank of America is refusing to provide any information whatsoever on this 2nd TD. 

I have tried to resolve this with Bank of Americas front end dept but no one will help me. In fact, on XX/XX/XXXX I was told that the 2nd TD was service released to XXXX along with the 1st TD in XX/XX/XXXX. I have since spoken with SPS and they DO NOT NOR EVER HAVE HAD THE 2ND TD. 

On XX/XX/XXXX I called Bank of America again. Spoke with XXXX XXXX. She could see the 2nd TD, said our authorization was not attached to the 2nd and therefore she can not help me. She said to fax the authorization in to her managers direct fax number and her manager said she would attach the authorization to the 2nd TD. 

I called back on XX/XX/XXXX and there is still no authorization attached to the 2nd TD. 

I called back on XX/XX/XXXX and there is still no authorization attached to the 2nd TD. 

On XX/XX/XXXX I spent over 2 hours on the phone with Bank of Americas employees and was transferred over and over again by Bank of America representatives who were RUDE, CONDESCENDING, IGNORED WHAT I SAID, REFUSED TO HELP ME, TRANSFERRED ME SO THAT THEY WOULD NOT HAVE TO HELP ME, SAID THERE WAS NO 2ND TD AND TRANSFERRED ME, REFUSED TO ALLOW ME TO SPEAK TO MANAGEMENT, AND REFUSED TO GIVE ME ANY INFORMATION ON A LOAN EVEN THOUGH I HAVE REPEATEDLY SENT BANK OF AMERICAS PROPRIETYARY AUTHORIZATIONS IN WITH THE CLIENTS SSN AND SIGNATURE. Bank of America had no problem attaching our authorization to the 1st TD - that was service released in XXXX, but absolutely refuse to discuss the 2nd TD with me and refuse to attach the authorization to the 2nd TD so that they may discuss it with me. 

As you can see from the title report there is clearly a lien on the property. It was with Bank of America in XXXX. -- -- -- -THEREFORE -- -- -- -- Bank of America has TWO options EITHER provide a payoff demand to me as the authorized third party -- - OR Reconvey the lien off the property. But THESE DELAY TACTICS AND GAMES HAVE TO STOP. It is obvious Bank of America is completely incompetent in dealing with these types of loans AND THIS IS PURPOSEFUL FRAUD ON THEIR PART. 


*******BANK OF AMERICA SEEMS TO HAVE NO IDEA WHERE THEIR 2ND MORTGAGES ARE THAT HAVE BEEN CHARGED OFF ********** NO ONE CAN HELP ME GET A PAYOFF DEMAND ********** THIS IS THE **THIRD FILE** WITHIN THE PAST 60 DAYS THAT WE HAVE HAD THIS ISSUE ********** OBVIOUSLY THIS IS A MAJOR PROBLEM WITH BANK OF AMERICAS RECORD-KEEPING. 


****************************PLEASE SEE CFPB COMPLAINT FILED ON XX/XX/XXXX -- CASE # XXXX ************************** ****************************PLEASE SEE CFPB COMPLAINT FILED ON XX/XX/XXXX -- CASE # 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