Consumer complaint received 2026-06-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am filing this complaint because Bank of America improperly denied my Loan Modification Agreement before the written deadline, issued contradictory and inaccurate notices, and refused to process documents that were timely submitted, causing financial harm and violating federal servicing standards. On XX/XX/year>, Bank of America reissued my Loan Modification Agreement with a clearly stated deadline of XX/XX/year> to return the signed and notarized documents. I complied with this requirement and the company received my documents on XX/XX/year>, well before the deadline. However, on XX/XX/year>, Bank of America denied my modification, claiming the notary failed to include his middle initial on the California Acknowledgment form. That same day, I received an email notifying me of new documents in my online account. The letter dated XX/XX/XXXX stated that my modification had incorrect figures and that a new set of documents would be provided. But the second page of that same document contradicted the first and claimed my modification was denied because the documents were not returned in time, even though the written deadline was XX/XX/XXXX and the documents had already been received on XX/XX/XXXX. After receiving these conflicting notices, I immediately reprinted the documents, took them to a different notary, and paid over {$100.00} in overnight shipping to ensure the corrected documents were delivered the next business day. These corrected documents were delivered to Bank of America on XX/XX/year>, still before the XX/XX/XXXX deadline. Despite this, Bank of America refused to process the documents, stating that their XX/XX/XXXX denial letter was valid, even though the denial was issued before the stated deadline and was based on contradictory and inaccurate reasons. The company is refusing to honor the written deadline it provided and is refusing to review a complete application that was submitted on time. This conduct appears to violate federal mortgageservicing rules, including requirements for accurate and consistent notices, reasonable diligence in obtaining documents, and proper handling of lossmitigation applications. As a California homeowner, I also believe these actions violate the California Homeowner Bill of Rights, which prohibits premature denials, inaccurate notices, and failure to review a complete application submitted before the deadline. This is a XXXX loan, and XXXX has not advocated on my behalf despite multiple requests, which contradicts their stated mission. I previously worked on Bank of America audits under the OCC AG Consent Order in XXXX and recognize the same patterns of improper servicing behavior that regulators previously identified. I am requesting that the CFPB require Bank of America to : Correct the servicing errors, Honor the written XX/XX/XXXX deadline, Review my complete and timely submitted modification package, and Provide a clear and accurate explanation of their actions.

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 non-monetary relief