Consumer complaint received 2026-04-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MS

Complaint narrative:
I am submitting this complaint regarding serious servicing failures by Bank of America in connection with my mortgage account during a documented and devastating medical hardship. In XX/XX/XXXX, it was unexpectedly determined that I required immediate XXXX XXXXXXXX. I XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, LA. Well in advance of the procedure, I proactively contacted Bank of America to request a two-month deferral of my XXXX and XX/XX/XXXX mortgage payments, knowinXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXd would incur significant medical-related expenses. I made good-faith efforts to obtain mortgage assistance, including requesting a medical hardship forbearance. Despite my long-standing payment history and continuous residence in my home in XXXX XXXX in XXXX, XXXX request was denied with no explanation just days before my XXXX. I was instructed by the BOA representative to contact HUD for further assistance. Following the XXXX, I XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. I immediately made a mortgage payment upon my return ; however, Bank of America applied that payment to XXXX rather than XXXX. From that point forward, each subsequent payment I made was consistently applied to the prior month. This resulted in a continuous rolling XXXX delinquency being reported on my credit profile. During this time, I made good-faith efforts to obtain mortgage assistance, including requesting a medical hardship forbearance. My request was denied without a clear or reasonable explanation and I was instructed to contact HUD for further assistance. This denial directly resulted in my inability to maintain timely payments, and my account fell delinquent beginning in XX/XX/XXXX. Bank of America subsequently reported multiple late payments to the credit bureaus. These derogatory marks are not the result of borrower misconduct, but rather the foreseeable consequence of the servicers failure to properly evaluate and offer appropriate loss mitigation options during a qualifying hardship. As a result of this negative reporting, my credit has been significantly damaged, and I have been unable to obtain a home equity loan. This has materially worsened my financial situation and prolonged my recovery from an already devastating medical crisis. In XX/XX/XXXX, Bank of America acknowledged that I qualified for assistance and offered a forbearance at this time. In XX/XX/XXXX, Bank of America offered a loan modification. However, the terms of this modificationreducing my payment by only approximately {$50.00} per monthare not meaningful and fail to remedy the harm caused by the prior denial of assistance. I have submitted a formal Notice of Error pursuant to the Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605, and its implementing regulation, Regulation X ( 12 C.F.R. 1024 ), disputing both the denial of hardship assistance and the resulting credit reporting. The servicers actions raise serious concerns regarding compliance with federal mortgage servicing requirements, including but not limited to : Failure to exercise reasonable diligence in obtaining information necessary to evaluate a loss mitigation application ( 12 C.F.R. 1024.41 ( b ) ) Failure to properly evaluate a borrower for available loss mitigation options Failure to provide accurate and complete information regarding available assistance Furnishing negative credit information that does not accurately reflect the circumstances of the delinquency The damages I have sufferedincluding significant credit harm and the inability to access home equity financingwere not only catastrophic for my family, but entirely preventable had the servicer complied with its obligations. If these issues are not adequately addressed, I am prepared to pursue all available remedies, including escalation through appropriate regulatory agencies and potential legal action. This complaint reflects not only a servicing error but a failure to provide required protections during a time of extreme medical hardship. I am seeking prompt corrective action and accountability. I am requesting the following resolution : -Immediate correction or removal of all late payment reporting associated with this hardship period -A full and documented investigation into the improper denial of medical forbearance -Reevaluation for a meaningful and appropriate loss mitigation solution -A detailed written explanation of all decisions made regarding my account, including the basis for the initial denial If these issues are not adequately addressed, I am prepared to pursue all available remedies, including escalation through appropriate regulatory agencies and potential legal action. This complaint reflects not only a servicing error but a failure to provide required protections during a time of extreme medical hardship. I am seeking prompt corrective action and accountability.

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