Consumer complaint received 2025-04-18 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: GA

Complaint narrative:
In late XX/XX/XXXX, I received my first notice from Bank of America informing me that my mortgage account was delinquent and that I needed to make full payment by XX/XX/XXXX. However, I had been in XXXX  XXXX with my family from XXXX until the XXXX XXXX and did not see the letter until my return. Prior to this notice, I had not received any phone calls, emails, or letters informing me that there was a problem with my mortgage. When I called for clarification, I was told that my contact information had been entered incorrectly in their system, and my mail was being sent to an old address despite multiple updates. 

I had been placed on a forbearance plan due to financial hardship after being scammed, which left me temporarily unable to meet payments. I was informed that with a forbearance plan, it was a chance for me to collect the missed payments and have them sent to the bank at once. So I did. I gathered all the money I could and transferred it into an XXXX account, expecting to withdraw it once the amount was complete. Unbeknownst to me, when the time came to withdraw the funds, there was a required waiting period of XXXX to XXXX business days. As soon as I discovered this, I called Bank of America immediately on XX/XX/XXXX, to resolve the issue. I spoke to the representative for over two hours, explained everything, and was assured that this would be fine. 

The representative acknowledged the situation, told me we could not complete the financial interview without confirming my monthly income, and that I could follow up once I received my first paycheck. I was not told that foreclosure was pending or that any other immediate steps were required. 

On XX/XX/XXXX, once my funds had cleared, I called to complete the process and submit payment. I was told that my loan had already been transferred to a foreclosure attorney on XX/XX/XXXX. I was then instructed to apply for a special forbearance, which I did, only to be told I was ineligible because the foreclosure process had already begun. The representative who advised me to apply should have known I could not qualify. This was misleading and caused additional harm. 

Throughout this process, I attempted to escalate the issue multiple times but was met with indifference and unhelpful responses. Staff members told me, theyre going to tell you the same thing, and that there was nothing that could be done, even if the prior representative gave me inaccurate or incomplete information. I was actively working to resolve the situation in good faith, yet Bank of America moved forward with foreclosure without honoring our previous discussions. I would have extended the forebearance had this been communicated to me and it was not. I believe this may violate 12 CFR 1024.41, which protects borrowers pursuing loss mitigation. 

I am submitting this complaint to request CFPB 's intervention in helping reverse this foreclosure, reinstate the loan, and require Bank of America to acknowledge and correct its servicing errors.

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