Consumer complaint received 2026-05-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Dear CFPB, I am submitting this complaint regarding Bank of Americas handling of my mortgage loan modification and requesting that this matter be reviewed and investigated further. My place of employment closed last year due to the California wildfires, which created significant financial hardship for my household. As a result, I entered into a mortgage forbearance from XX/XX/XXXX, through XX/XX/XXXX. After the forbearance period ended, I submitted a complete financial package to XXXX, which then forwarded the package to Bank of America for review. Following review of my financial information, I was approved for a trial payment plan covering the XX/XX/XXXX through XX/XX/XXXX payments. Bank of America subsequently issued a Loan Modification Agreement dated XX/XX/XXXX, with instructions that the signed agreement be returned by XX/XX/XXXX. I was out of town until XX/XX/XXXX, but immediately upon my return I had the agreement signed and notarized. The completed package was delivered to Bank of America on XX/XX/XXXX. After speaking with their office, I was informed that the California Acknowledgement form was missing from the submission. To correct the issue immediately, I reprinted the agreement, paid additional out-of-pocket costs for another notary appointment and expedited XXXXday air delivery, and resubmitted the corrected package. Bank of America received the corrected agreement on XX/XX/XXXX. Despite the fact that the stated deadline fell on a weekend when their office was closed, and despite the corrected package being received on the next business day, Bank of America denied my loan modification solely because the corrected agreement was received XXXX business day after the stated deadline. I have since engaged in numerous communications with Bank of America, including correspondence involving senior management, yet they continue to refuse reconsideration and are instead requiring me to restart the entire modification process from the beginning. I believe the banks actions are unreasonable under the circumstances and inconsistent with fair mortgage servicing practices, particularly given my good-faith efforts to comply with all requested requirements and promptly cure the deficiency once identified. I am also aware that Bank of America has previously been subject to XXXX consent orders and enforcement actions involving mortgage servicing practices. Given those prior concerns, I respectfully request that the CFPB investigate whether the handling of my modification review and denial complies with applicable servicing standards, consumer protection obligations, and principles of reasonable borrower treatment. I respectfully request : A review of Bank of Americas handling of my loan modification file ; An investigation into whether the denial based on a weekend deadline and next-business-day receipt was appropriate ; Consideration of whether the bank acted reasonably and in good faith under the circumstances ; and Any assistance the CFPB can provide in facilitating a fair resolution. Thank you for your time and consideration of this matter. Sincerely, XXXX XXXX

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