Consumer complaint received 2019-10-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV

Complaint narrative:
My name is XXXX XXXX and I am a XXXX XXXX XXXX   XXXX. 
I'm filing a complaint as a continuation of the original complaint ID # XXXX filed on XX/XX/XXXX XXXX XXXX XXXX  XXXX vs. BofA Bank of America assigned the complaint to an employee from their complaint department phone # XXXX ext. XXXX and as of today I have not being able to speak with this person. 

After several attempts to contact a representative from BofA 's loss mitigation department I was able to speak to someone on XX/XX/XXXX who gave me instructions for how to handle this file. The representative from BofA told me that the CPFB established on XXXX that in order for a file to be considered for a short sale ( non-retention option ) it has to applied for a modification first and has been declined. 
I followed these instructions. 

On XX/XX/XXXX I submitted a complete package through the hope loan portal ( a portal created for housing counselors ). In the package I included a disclaimer regarding the homeowner 's rental income ( document attached ), which notes the fact that the homeowner has no income at this time as she is XXXX XXXX XXXX due to XXXX XXXX. She has not been approved for XXXX and her only source of income is {$1100.00} which she receives from renting 3 bedrooms. Unfortunately she doesn't have a paper trail to verify that income. No rental agreements were signed and no deposits were made into her bank account. I knew based on the investor 's guidelines ( XXXX XXXX ) that the income will not be considered therefore she does not qualify for a modification since she doesn't have the affordability to keep the property. Despite my professional opinion I proceeded to follow instructions and did as I was told. 

On XX/XX/XXXX I sent a message asking for a 2nd mortgage. I ran a property profile and I noticed that the property has a 2nd mortgage that it seems to be owned by BofA but the homeowner has no knowledge of a 2nd mortgage. She has never seen a statement nor has she made a payment. I also asked for a contact because every time that I call BofA to speak with someone from the loss mitigation department it is impossible. Never absolutely never have I been able to speak with someone from the loss mitigation department. I have been redirected to other departments but they have not been able to transfer me to the loss mitigation department ( message attached ) On XX/XX/XXXX I received a message from BofA stating that my message was forward to the relationship manager, until today I have never heard from the relationship manager. 

On XX/XX/XXXX BofA asked for a few correction for the package submitted plus they also asked for proof of rental income ( receipts ) On XX/XX/XXXX I called the homeowner to schedule an appointment. We worked on the corrections. I submitted a letter from the homeowner explaining that she has no paper trail for the rental income and to make her situation worse the tenants got worried after seeing the trustee sale notice was posted on the front door. They decided to start looking for another place to live. 

On XX/XX/XXXX I submitted the requested corrections plus again a letter regarding the rental income ( see notes attached ) Until today I have not heard back from BofA, I have called several times to the loss mitigation department but never able to speak with a representative. BofA have extended the sale date to XX/XX/XXXX but they are not doing anything to show an intention to resolve this situation. The fact that they wanted me to submit a package for a modification knowing that the homeowner doesn't have the affordability to sustain the property and on top of it asked for proof of rental income when it was disclosed from the beginning that she has no record of it. The fact that I have not been able to speak with a representative from the loss mitigation department and more importantly the person assigned to the complaint. 

I'm filing a complaint against BofA 's complaint department. The lack of good faith, how this institution put the homeowner in this predicament. I've been dealing with BofA for less than a month on this case and I can see why the homeowner wasn't able to accomplished a resolution. Now, she is already sick, tired and has no income to be able to keep the property and still BofA has not reacted to the situation regardless of the complaint filed on XX/XX/XXXX. 

I need help to deal with BofA and their lack of service, attention and training to their employees. I'm including copies of my communications with BofA through the hope loan portal. 

Respectfully, 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