Consumer complaint received 2016-06-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC

Complaint narrative:
We have been have dealing with this issue with Bank of America for a long time. We are losing our home and we actually have a foreclosure date of XXXX the XXXX. We are currently going through the process again to try and receive another Trial modification. The last trial payment that we were approved for we could not afford it was almost {$1600.00} and since we could n't afford it we were declined. Now the trial mod we received before then we paid all of our XXXX payments as instructed but we were denied that time because of a notary issue. We had the documents notarized XXXX separate times, one time we even went to a branch at Bank of America as instructed by our representative and we were told the documents were still notarized incorrectly. Because we were having such an issue with the notary Bank of America had a XXXX party notary contact us to meet us at our home to notarize our documents. The day of our appointment the 3rd party had an issue, and the company did n't have another person to notarize our documents and our appointment was cancelled. I spoke with a representative from the bank and the notary company that Bank of America connected us with, and XXXX parties assured me that because the appointment was cancelled by the representative that our modification would not get denied because it was not our fault that the appointment was cancelled, and that Bank of America would honor it because they bank knew we were working with a party they contracted. All of this transpired on a Thursday and Friday. Our modification documents were due over the weekend and when Monday came we were told we could not send the documents in because we missed our deadline date. Even after I was assured that would not happen. I spoke to our representative and he said he would look into the issue. I never heard back from our representative and a few weeks later we got papers in the mail stating our modification was denied. When I called the rep he told me it was my fault and said that all I could do was start the process over again. I told him I was going to appeal and he told me it would n't do any good, I contacted the appeals department within the 30 days and spoke with a gentleman who then told me I was supposed to go through that with my rep because their department does n't handle appeals anymore, but he also gave me another number to contact, I had been speaking to a person who told me my account had not been handled correctly and she began researching it for me, until all of a sudden her calls stopped, by this time 30 days had passed and the bank was telling me that I did n't contact the appeals department in time, but I clearly did. I do n't know if you can pull and research my file in time but I certainly hope and pray you can help me because I do n't know what else to do.

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