Consumer complaint received 2015-11-12 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Application, originator, mortgage broker — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
UPDATED : Bank of America assigned a customer relations manager to me based on a previous complaint, XXXX XXXX. ( enclosed doc ). He has been difficult to get a hold of. His recording states he will get back within XXXX hours. This has not been the case. On XXXX XXXX, I called his number and it was no longer in service. This beginning process to extend or change my loan has not taken over 1 year and over hundreds of faxed documents. ( see enclosed pic ) In one month, the loan will triple and I will not be able to afford the payment. No one will help. When I 'm assigned someone, they leave or are reassigned or unable to properly assist to to satisfy the underwriters. The pic I sent showing the amount of paperwork I have already sent in does not reflect refaxing much of it twice or three times. 

I started this process a year ago when I received a letter from BofA that my HELOC loan was about to expire. ( I was originally told it was for 30 years, not 10 ) I was given a list of requested documents that I turned in. I had to keep calling to see if was received or accepted. I was told I needed addition information. After sending them I was told I needed even more. Weeks go by and I get a letter that they canceled my loan. I had to call to get it restarted again. Underwriters requested more documents. I did n't understand some of what was being requested. My account manager XXXX XXXX, was working very hard to help me, doing his best to accommodate the underwriters needs. However, the underwriter kept requesting information that was already sent, such as documents in my tax records. ( enclosed pic ) The underwriter then asked to have me break down certain information in formats I '' ve never heard of. It was then requested I send my entire tax records of XX/XX/XXXX. This was about an inch thick and very difficult to do. When I did this, he requested more information that was already contained in the sent info. I resent information once again. XXXX agreed he sent information a second or third time. XXXX XXXX, on at least XXXX occasions said this should be it, I just need a signature of something and we are good to go. However, every time I was told this, it just was n't true. I would send in the info anyway. When I did n't hear back, I would call again to learn they wanted more information. They wanted a break down, some rental accounting sheet that I do n't have. I do n't have a separate bookkeeper for this information. However, XXXX XXXX did his best to satisfy their needs and was told it was accepted and this should be it. It was not. 

I have gone through a maze of departments, hours on the phone to get nowhere. Then I find out my relations manager was replaced. 

When XXXX XXXX contacted me, I agreed to, once again send in the required requested documents ( see enclosed doc ), even though this included the following years taxes as a year has gone by. Yes, now they requested XX/XX/XXXX taxes. The requested documents were to be faxed directly to XXXX along with other info. I had them faxed at a my local BofA, by a manager, XXXX. She went down the list of items ( see enclosed doc ) and verified the required information was there. After they were faxed, I tried to call XXXX XXXX to verify it was correct. I did not hear back from him. Instead, I received another request for information from BofA. ( See enclosed doc ). 
1. It states tax return do not have applicable signatures, but it does say where, and my taxes were filed just fine. 
2. After sending leases 4 times, it states it 's still incomplete and to contact my customer relations manager, which is difficult. Still have n't heard from him at time of this writing. 
3. states I requested pension income to be considered. 
I have never requested this. 
Hopefully between you, the office on Controller and FDIC, someone could please help

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation