Consumer complaint received 2015-12-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
In the past month or so, I have found it very confusing that " the bank generated an offer a bit automatically '' while I was working on another with XXXX XXXX. It was all the more ambiguous and confusing since XXXX XXXX 's name appears on these " automatically '' generated papers. I do n't understand how there could be XXXX parallel applications opened at the same time, XXXX automatically, the other by way of my work with agent XXXX XXXX. 

I told XXXX XXXX that the bank 's modification offer was not good for me, it is {$400.00} above the highest rent I can get for this old and modest house. Then the " automatic '' modification was closed in XXXX, and soon after that the application I was working on with XXXX XXXX was closed to because of a missing information that I had actually sent previously on XXXX XXXX. She said she had been unable to reach me for an entire month. 

On XXXX XXXX, before that happened, I clearly stated in a fax that : I would be reachable until Monday the XXXX and Tuesday XXXX XXXX, and then not again until the following week ( which was XXXX week XXXX XXXX ). 
I was in XXXX XXXX for work on XXXX XXXX, and called as soon as I returned since I had not heard from anyone on this. 
When I called on XXXX XXXX, I was told XXXX XXXX had left a month ago, which explained ( to me ) why I had not heard from her. Computers were down, so I could not be told which documents were needed. 
When I called again on XXXX XXXX, computers were down, I could not be told which documents were needed. But it looked like XXXX XXXX was actually still with the bank and I obtained a telephone appointment with her. 
We discussed the information I had supposedly not provided and she found the XXXX XXXX fax where I had given it. But by then the modification application had been closed, my tenants who have an infant in need of XXXX XXXX XXXX surgeries had found several copies of a trustee sale notice on their door, and the modification I thought I could still qualify for had been done away with. 

After seven years of doing these modification applications with BofA, it was revealed to me in my conversation with XXXX XXXX that : After XXXX rings agents must disconnect their call to me " by law. '' So agents do not leave a message, and the result is I do not know they called. 
Agents do not respond to faxes, so my fax of XXXX XXXX was not considered a communication, since the system is " paperless. '' I should have called by phone. ( Of course this is a strange statement since many agents have called me after I sent faxes. ) Then finally yesterday, XXXX XXXX, 2015, XXXX XXXX XXXX called instead of XXXX XXXX and revealed to me that IN ANY CASE, the modification offer that I would have obtained by working with XXXX XXXX would have been the exact same offer as the XXXX the bank generated automatically. 
It therefore appears that all the work asked of me to provide documents for months to XXXX XXXX was absolutely useless since the bank dictated what the offer would be before I even finished the paperwork the agent kept requesting week after week. 

There is no doubt that BofA has given me the run-around, at great cost of time to me. 
But most of all, I believe that essential information about simple ground rules of the modification process were kept from me. I also believe that serious delays caused by the bank which inflated the amount of the loan over the years is not being considered by the underwriters. And finally, that the greatest confusion reigns at the department in charge of modifications, resulting in very sad losses for senior owners like me who do not know where to turn for a fair assessment of their rights.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief