Consumer complaint received 2015-12-01 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: BANKUNITED, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
i got 2nd morgage on my house about 10 years ago. when i signed up for the loan i was told it was a 20 year loan. about 8months ago bank united started sending menotices that the loan with up. i went into the local branch to speak to them about this. they stated they do n't do loans anymore and ca n't help me. i was signed a agent through the corp office, who never returned my called or gave me straight answers about the loan, i ask and faxed over on XXXX different times for a copy of my loan still to this day i not received a copy. the loans officers lied to me repeatedly. i tired to make payments on my account and the bank refused to take my payments, now there reporting me to the credit agency .they advised me to do a modification to the loan, they started sending me a notice for a late fee for $ XXXX if not paid in full. when speaking to XXXX XXXX he states if i do there modification they will wave the fee. i told them i went to my bank XXXX XXXX ) and would take 30-60 days to finalize the new loan. XXXX told me just do the modification, i ask on at least XXXX different times about affecting my credit he told me it would not. now 4 months latter after nemous times of them states they did receive the paper work i mail and faxed to them, not to counting how many times i would leave messages and never on avg on 4-6 times before a return phone call if ever ( i would leave XXXX a day ) after about 4 months of dealing with them giving me a run and round lying to methey send me a statement of the modification my payment was about $ XXXX monthmy XXXX loan is {$1100.00} mo. the new payment jumped up to {$2800.00}. mo, when i tryed to call to discuss the new payment and how obsurd it was. same story as before no return calls. so i went back to my bank XXXX XXXX ) about doing the refines .i find out they be reporting to the credit bureau no payments, when i tried to pay and they refused to pay. and i ask them scenes they would not take the payment will this affect my credit? i was told on several different times " NO '' by XXXX XXXX. and i stated on a few different times to him about messing up my credit. he told me it would not affect it. anther time he lied and missed lead me, now my credit went from a XXXX to a XXXX so i ca n't even refinance my house to pay them. i called bank united to fill a complant with them. and they transferred me to the agent XXXX XXXX who refused to help me he keep saying pay the note or sell your house. i ask to speak to his boss, he stated that XXXX XXXX. i ask him to transfer me to him and them he trained me to a fake voicemail. i had to call back and get his direct number and called and left him a message, XXXX messages latter he called me back and i spoke to him in depth about what was going on, he told me he will looking to this matter and get back to me by the weekend this was on Wednesday. a week latter i still did not hear back from him same store as his employee he does not return my called XXXX message latter, i called him and he finally answer the phone and i told him again about asking for a signed copy of the loan to review what did i sign? he now tells me there nothing he can do about his employee lying to me. there more stuff i probably left out or forgot, please feel free to call methanksmike XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation