Consumer complaint received 2019-11-19 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I got a Hello with Bank of America back around XXXX for $ XXXX after the banker increase $ XXXX more as I was told I was making interest payments only my banker did not tell me that after 10 years I need to pay principal or else I would have done a refi and got a new mortgage since I have a first mortgage with another bank. my husband passed away and I was told that I needed to pay principal and they are making me pay {$2700.00} principal plus {$1600.00} interest totals {$4400.00} on a {$350000.00} heloc if my loan goes down my payments stay plus I have a first mortgage to pay and I have tried to tell then if they can Lower my principal to {$1200.00} and my interest is variable, is the worst heloc that ever existed and the banker probably got their fee and did not care about us or give us the right information as I signed for $ XXXX now they want to foreclose me since I owe 5 months and I did not know also they did not take my payments so I called and found out I'm in foreclosure and I need to pay {$27000.00} with additional fees, now they will transfer my loan to XXXX XXXX XXXX XXXX  on XX/XX/XXXX got a letter from them XX/XX/XXXX, I made a payment to the new servicing and called them and they told me to wait like 15 days for them to receive the information from Bank of America. Then I got a letter XX/XX/XXXX that my loan will no longer transfer to see XXXX XXXX and to make a payment to them, they won't receive any payments until they get the whole {$27.00}, XXXX. Now they don't know where my loan will go to and I'm in a limbo that I can't even workout with them a loan modification since I don't know who is my servicing and is a process and I do not know if XXXX select or whoever new servicing will assist me or not so I'm scared and I can not sleep I had to take an emotional support animal to help me overcome this and I have been facing hardship financially and emotional distress with this situation loosen my husband and my mom got sick also is a survivor and I need to help her and I have proof and I need to help her and I have a dependent student daughter. I want people to now that this is not correct how Bank of America Is treating its customer that pay them so much money and they don't care and are imcompetent like they want to steal peoples houses and I'm a women and I feel discriminated because I'm a young widow and a woman after telling them my situation, I want them to send me an offer or make me pay the interest owed to catch up this is not a loan and they don't want me they are forcing me to pay a lot of principal and I tell them until my situation is better and my mom is better and I can pay less. those forms that they make you fill out don't work so now they will make me wait while I get more in debt with them since they will not take a payment until I pay it off in full and they are making fun of me and insulting me knowing my hardship and not taking my monthly payment and wanting me to pay upfront knowing I can't so they can take my house. I need for them to assist me and reduce my principal, at least that all I'm asking. Please help me to resolve this because I will make Bank of America liable if I get sick also they did it to me again and I have to get myself in more debt and then don't care. Also everything is verbal no reinstatement figures they told me by the phone and also that I'm in foreclosure.

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