BANK OF AMERICA, NATIONAL ASSOCIATION

2016-10-11

Hampton, VA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-11

Newnan, GA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-10-10

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: Bank of America and their representatives, including XXXX XXXX, have engaged in the practice of distribution and sharing financial, personal, private, and privileged information contained within the borrower Home Loan Modification Status iportal, My Documents tab page with external users without my permission or consent. It is this long established Bank of America practice that has allowed for the destruction of documents and documentation related to my home loan mortgage account. This on-going conduct on the part of Bank of America and their representatives is, in part, the reason I have ha to lodge over sixty ( 60 ) CFPB Complaints regarding Bank of America 's handling of my home loan mortgage account records throughout the loss mitigation and modification processes and have been incorrectly denied a MHA HAMP, MHA HAMP TPP, and incorrectly forwarded to foreclosure. There is simply no way Bank of America can come up with an explanation for such errors in processing and handling upon complete and independent reviews of the mortgage and service records for which decisions are based and made. The whole reason for such reviews are to ensure any action taken on an account are based on the complete and current record resulting in accurate and correct decisions. This simply has not been the case in this instance throughout the modification and loss mitigation processes to date as evidenced by the multitude of errors in processing, procedure, law, regulations, and guidelines. In other words, these errors have not been due to Bank of America representative and employee lack of knowledge of specific procedures required in the performance of their duties.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

Delray Beach, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-10-10

Atl, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

Eskridge, KS

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

Gainesville, GA

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

Rowlett, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

Clearwater, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

Braintree, MA

Transaction issue

Credit card:

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-10-10

TN

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: AS YOU CAN SEE THIS HORRIBLE SITUATION HAS BEEN GOING ON FOR YEARS WITH BANK OF AMERICA! TRY CALLING AND TALKING TO SOMEONE ANYWHERE ANYONE, THEY HIDE AND YOU WILL BE UNSUCCESSFUL! PLEASE REVIEW THE COMPLAINTS AND THE THREE LETTERS I HAVE AND AND WARNED THEM THAT I WAS GOING TO FILE THIS COMPLAINT WITH CFPB! XX/XX/XXXX AND XX/XX/XXXX AND XX/XX/XXXX ATTN : XXXX XXXX XXXX BANK OF AMERICA XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX THIS IS THE THIRD LETTER I HAVE SENT YOU! I AM FILING A COMPLAINT AGAINST YOU WITH THE CONSUMER FINANCIAL PROTECTION BUREAU ON XX/XX/XXXX IF I HAVE NOT RECEIVED A RESPONSE! I have spent hours trying to get this matter resolved and because you have stolen our gold and I truly believe that the gold went missing at the bank, you are trying to evade my plea! I simply want this billing and this account closed as you told me you would do a year ago! Now I am being billed again. It appears you are trying to steal more value from me! ANOTHER LETTER IS BEING SENT AND FAXED TODAY XX/XX/XXXX Dear XXXX XXXX, I have attached the letter previously sent. I just received a bill and have spent one hour and ten minutes on the phone with XXXX in XXXX, XXXX in XXXX, XXXX in XXXX and XXXX in XXXX! They each one have said they could help me but, this is not resolved. I am going to file a full fledge complaint against you with the CONSUMER FINANCIAL PROTECTION BUREAU with in five days if I am not contacted and assured that this was closed and acknowledge that he box was closed over a year ago!! LETTER SENT XX/XX/XXXX Dear XXXX XXXX : Re : safe deposit box, box # XXXX I visited you center located at XXXX and Tollway several months back and complained that my box was missing various items! They did a report and said they would be back in touch with me. I closed the box that day and left my key! I received a bill and have held on the phone for 45 minutes and was referred to you local bank and got into a recording for additional 15 minutes and have still not talked to a live person! You leave your telephone numbers out so customers ca n't reach you and that put the difficulties back the customers ' back! I want this box closed and someone contact me regards the investigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-10-10

Soquel, CA

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: BANK OF AMERICA HAS SERVED ME WITH JUDGMENT FOR THE ACCOUNTS THAT I ALREADY HAVE A PAYMENT PLAN IN PLACE ... BACK IN XXXX DUE TO FINANCIAL HARDSHIP I HAVE REQUESTED BANK OF AMERICA TO REDUCE INTEREST RATE ON THE XXXX CREDIT CARDS THAT WAS AT 46 % APR AND MY PAYMENTS WERE CLOSE TO {$1300.00} EVERY MONTH. I WAS TRANSFERED ALL OVER THEIR PHONE SYSTEM WITH NO LUCK WITH MY ATTEMPTS TO REPAY THEM. THEN BANK OF AMERICA CLOSED MY ACCOUNT AND REPORTED IT AS CHARGED OFF TO MY CREDIT. ON XXXX OF XXXX XXXX XXXX HAVE CONTACTED ME ATTEMPTING TO COLLECT DEBT ON BEHALF OF BANK OF AMERICA ( SEE ATTACHED LETTER ) AND REPAYMENT PLAN WAS IN PLACE. THEN ON XXXX XXXX, XXXX I WAS SERVED WITH DEMAND TO REPAY ON SAME ACCOUNTS FROM ANOTHER COMPANY XXXX AND XXXX ( LETTERS ATTACHED ). NOW ON XXXX XXXX, XXXX I WAS SERVED WITH THE SUPPENAT FROM XXXX AND XXXX REPRESENTING BANK OF AMERICA FOR THESE ACCOUNTS THAT I ALREADY HAVE A REPAYMENT PLAN AND HAVE BEEN PAYING TO XXXX. WHEN I ATTEMPTED TO CONTACT BANK OF AMERICA TO FIGURE OUT WHO AM I PAYING ON THIS DEBT AND WHY ARE THEY SUING ME WHEN I HAVE BEEN PAYING THESE ACCOUNTS I WAS TRANSFERRED ALL OVER AND EVENTUALLY WAS TOLD THAT THIS IS A CHARGED OFF ACCOUNT AND THEY ARE NOT COLLECTING ON THIS ANYMORE ... I 'M TOTALLY CONFUSED NOW. XXXX AND XXXX IS AGGRESSIVELY PRESUING THE COLLECTION EFFORTS THREATENING TO PUT ME TO JAIL IF THESE BIG AMOUNTS ARE NOT PAID IMMEDIATELY. PLEASE HELP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

Soquel, CA

Taking/threatening an illegal action

Debt collection: Credit card

Threatened arrest/jail if do not pay
Complaint: XXXX AND XXXX ON BEHALF OF BANK OF AMERICA HAS SERVED ME WITH JUDGMENT FOR THE ACCOUNTS THAT I ALREADY HAVE A PAYMENT PLAN IN PLACE ... BACK IN XXXX DUE TO FINANCIAL HARDSHIP I HAVE REQUESTED BANK OF AMERICA TO REDUCE INTEREST RATE ON THE XXXX CREDIT CARDS THAT WAS AT 46 % APR AND MY PAYMENTS WERE CLOSE TO {$1300.00} EVERY MONTH. I WAS TRANSFERED ALL OVER THEIR PHONE SYSTEM WITH NO LUCK WITH MY ATTEMPTS TO REPAY THEM. THEN BANK OF AMERICA CLOSED MY ACCOUNT AND REPORTED IT AS CHARGED OFF TO MY CREDIT. ON XXXX OF XXXX XXXX COLLECTIONS HAVE CONTACTED ME ATTEMPTING TO COLLECT DEBT ON BEHALF OF BANK OF AMERICA ( SEE ATTACHED LETTER ) AND REPAYMENT PLAN WAS IN PLACE. THEN ON XXXX XXXX, XXXX I WAS SERVED WITH DEMAND TO REPAY ON SAME ACCOUNTS FROM ANOTHER COMPANY XXXX AND XXXX ( LETTERS ATTACHED ). NOW ON XXXX XXXX, XXXX I WAS SERVED WITH THE SUPPENAT FROM XXXX AND XXXX REPRESENTING BANK OF AMERICA FOR THESE ACCOUNTS THAT I ALREADY HAVE A REPAYMENT PLAN AND HAVE BEEN PAYING TO XXXX. WHEN I ATTEMPTED TO CONTACT BANK OF AMERICA TO FIGURE OUT WHO AM I PAYING ON THIS DEBT AND WHY ARE THEY SUING ME WHEN I HAVE BEEN PAYING THESE ACCOUNTS I WAS TRANSFERRED ALL OVER AND EVENTUALLY WAS TOLD THAT THIS IS A CHARGED OFF ACCOUNT AND THEY ARE NOT COLLECTING ON THIS ANYMORE ... I 'M TOTALLY CONFUSED NOW. XXXX AND XXXX IS AGGRESSIVELY PRESUING THE COLLECTION EFFORTS THREATENING TO PUT ME TO JAIL IF THESE BIG AMOUNTS ARE NOT PAID IMMEDIATELY. PLEASE HELP
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

Murray, UT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: During the term of my Mortgage loan with Bank of America. I have paid from time to time " Principle '' payments along with my regular monthly payment in each case Bank of America has misapplied these funds. Upon discovery I wrote them with their online interface to advise BOA of the same. Their response was that they would apply first to outstanding interest IF payments were late then principle owing for that payment then if the payment was on time they would apply principle. I was on time with my payment in every case, I specifically designated the payment I had chosen for Principle. The next time I logged on the option to pay principle online was removed. I inquited in their online interface asa to why? BOA responded that they had " issues '' with accounting on this option in the past. The next log on I again applied my usual payment and designated Principle only to discover that it had been applied to INTERST. You need to be aware that BOA is not applying payments in accordance with their agreed upon contractual arrangements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

Itasca, IL

Credit line increase/decrease

Credit card:

Complaint: I had a XXXX co-branded card issued by FIA/Bank of America. XXXX has decided to change card issuers but I wished to remain a FIA/Bank of America customer so when I called to ask if that was possible, the customer service rep told me to apply for a new BofA credit card, which I did. I ran into two problems. 1 ) I was sent the wrong type of card. I applied for the XXXX card but got the XXXX card instead and 2 ) My credit limit on my old FIA card was XXXX ... but I got a letter saying that because BofA already had that level of credit exposure with me, my new account would be assigned a much lower credit limit ... .even though I was told my old XXXX FIA card limit would be reassigned to my new BofA card since the XXXX account was no longer a FIA/BofA liability.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

Inglewood, CA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

Ny City, NY

Delinquent account

Credit card:

Complaint: I went through severe financial hardship after losing my job in XXXX of 2015. Through it all, I continued to pay my credit cards on time and keep up with my payments. In XXXX of 2015, I was forced to move to NY for a new job and start all over again. I had to tap into my savings in order to make the move and keep myself afloat. I also had to financially support my parents at this time as they lost their jobs. To make matters worse, I also re-enrolled to attend school on a fulltime basis. My income was stretched beyond my means. In XXXX of 2015 I contacted Bank Of America and asked them to provide me with a solution to pay off the debt. The agent on the phone informed me that they ca n't help me as I have n't defaulted on a payment and that I need to default in order to qualify for assistance. Upon defaulting, I contacted Bank Of America again in XXXX 2015 and asked them to help me lower payments. They did n't once again. It was n't until XXXX 2015 when the bank finally reached out to me with a payment solution. By this point, they had decided to tag on various fees associated with my delinquency and the only way for me to regain my credit was by paying it all off. I was n't offered any solutions. I was n't given an option but to default. Bank of America has since charged off this loan and collected their insurance disbursement yet they solicited my information ( without my authorization ) to a third party attorney group in order to collect my debt. This is the definition of unfair lending practices. I have attempted to do everything within my capabilities to resolve this matter and I 'm at my wit 's end. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-10-10

Nyc, NY

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: There are XXXX issues. # 1 The accounts are listed as closed when they are not. # 2 My responsibility on the XXXX other credit cards were as a joint credit card account holders, not an authorized user. Both accounts I am co-account holder, not an authorized user. My social security and credit is on both accounts as responsible for payment. This includes XXXX cards, in the name of XXXX XXXX ( ss # XXXX ) and XXXX XXXX ( ss # XXXX ), billing address XXXX XXXX XXXX, XXXX NY XXXX, Tel Numbers XXXX/ XXXX The credit card account opened XX/XX/XXXX with Bank of America XXXX. The credit card account opened XX/XX/XXXX with Bank of America XXXX. What does n't make sense is that when we call all the information is correct and the accounts are still listed as open and joint. So we asked why it was n't being reported correctly ( the credit bureaus claimed it was Bank of America reporting and we had to talk to them ). No one knew who we should speak to or what to do. We asked to file a complaint. We were finally transferred, with both of us on the telephone, and reached an escalation / debt collections person at Bank of America to ask for the information to be reported correctly, with both of us on the telephone that we reached a lady named XXXX who seemed to be confused and was very belligerent. She was under the wrong impression that we had debt or was late on payments, when we have XXXX debt and have never been late. We have the recording of her yelling and not listening as we both tried to calmly explain, or be put in touch with someone who was in the correct department. This lady XXXX from Bank of America stated everything was on our applications, that the Bank does not report anything in error. We stated that this was not true, because she was contradicting what the customer service representative said, and requested a copy of the applications. The lady, XXXX, replied that we could not have a copy of our consumer agreements which we have a right to have a copy of.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

Huntsville, AL

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: Bank Of America had reported that a particular account was mine. Eventhough I had sent multiple records showing that my information was breached. I had even had my bank account hacked into multiple times. It was not until I my wife took her name off the bank account that I had noticed that there were weird charges that was coming from my bank account. I had called Bank of America since I noticed they were XXXX of the sources that were coming from my account. I asked them to close that account and told them that the account was not mine and it was fraudulent back in 2014. However 2 years later they decided to post it on my credit report. I have sent multiple letters to Bank Of America to understand why they strongly believe that this account was mine but got no response. I have also contacted XXXX and XXXX asking the same thing but they said we have verified but could not state the means of the verification process. I am looking to CPFB process, to see if either XXXX, XXXX, or Bank Of American can provide the documentation they believe that the credit card file on my credit report is mine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-10-10

OR

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have a loan with Bank of America originated XX/XX/XXXX.. Loan # XXXX. It is very old and I believe it started with Countrywide Funding. It is an adjustable rate loan. I work as a heavy equipment operator for a logging company here in XXXX, Oregon. Due to a work related injury and the economy in general I got off base ( one month ) on my mortgage XX/XX/XXXX. From that date until XX/XX/XXXX I was continuously 30 days late. I was finally able to make two payments and bring my payment current. I asked Bank of America for help refinancing out of this adjustable rate loan and they told me after I made a minimum of 12 months payments on time they would do a refinance for me under the " Making Home Affordable '' HARP refinance. I have made every payment on time since XX/XX/XXXX and worked diligently to get all of my other negative credit paid current and/or paid off. I have a stable job and have lived in my home for over 12 years. I only owe about {$99000.00}. I sought the help of an old family friend, XXXX XXXX, of Essential Mortgage for advise and she and the Loan Officer she works with said the best thing I can do is go back to Bank of America to obtain the HARP refinance as most of the lenders they work with will do the Fannie Mae HARP loans but not the XXXX XXXX HARP loans. With the help of the good people of Essential Mortgage we called Bank of America to get my application started and they told us that there is an indicator in their system that says my loan is not eligible for a XXXX XXXX HARP refinance. Essential Mortgage then contacted ( with me ) XXXX XXXX and they told us that there is nothing in there file as the Investor that would prohibit the loan from being refinanced through the HARP loan program. We called Bank of America bank and spoke to Customer Service asking them why their system showed that my loan was not eligible and they said they could not tell. When I asked them to contact the servicing department to find out, they said that would be fruitless. They then said that maybe someone in their new loan refinance department could help me find out. When they transferred me to them, I spoke to a Loan Officer there and he said, once again, that their system showed me not eligible. I/We called XXXX XXXX back once again and they said that was not true and to tell Bank of America to call them. I/We called Bank of America back and they told me they would not call XXXX XXXX and I should have XXXX XXXX write them a letter on my behalf. XXXX XXXX said that it was Bank of America 's responsibility to do that and the request was highly unusual. I thought so too. When I asked the Loan Officer at Bank of America why he said ( and I quote ) " That 's above my pay grade ''. I asked him if he could contact the servicing department to clarify for me and he said no. I would have to. I have been continuing to call but no one there is willing or able to tell me why my loan ( according to them ) is not eligible for a HARP. I know the program expires at the end of this year and my fear is my request is going to fall through the cracks of Bank of America and based upon my past credit history and the need for a new appraisal from any lender originating a new regular refinance I and/or my home will not qualify. The phone number for Bank of America is XXXX. Once again XXXX XXXX says my loan is eligible and Bank of America who is just servicing the loan for them says it 's not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-10-10

Kingstree, SC

Customer service / Customer relations

Credit card:

Complaint: I can not log into my account and they will not help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-10

NJ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I am writing to inform you how both unprofessional and disappointed I am with the service I am receiving from Bank of America Home Loans - particularly from XXXX XXXX, the Vice President and Centralized Sales Manager at Bank of America Home Loans in XXXX, Florida. Back on XXXX XXXX, 2016, I emailed XXXX, as suggested by XXXX XXXX, a loan officer handling my refinancing file, to ascertain if I could receive a refund for my appraisal because the refinancing of my mortgage failed. When I did not hear back from him regarding my inquiry about the refund for my appraisal, I again emailed XXXX XXXX asking who else I could speak with. On XXXX XXXX, 2016 XXXX finally responded to my email. XXXX responded stating, although he is sorry, Bank of America could not refund my money for my appraisal because Bank of America gave me an additional option to make my refinance go through. My second option was to consolidate my current mortgage with the balance of my SBA loan. I made it clear to the people working on my file the SBA lends me that money for a very low interest rate ( 1.68 % ) ; therefore, if I consolidate the loans, I would increase my payment. Clearly this is not a viable option for someone looking to make her payment less. I asked XXXX to please call me so I could discuss this further with him. This request was made through email and a voicemail I left on his office phone. That was back on XXXX XXXX, 2016. Since then I have called and left XXXX XXXX additional voicemails on two different occasions. All of these times his voicemail states he is in the office, but away from his desk.. " Please leave a voicemail and I will get back to you. '' I have YET to receive a return phone call from this individual who is stonewalling me from receiving the refund I deserve. What I wanted to discuss with XXXX is that during this refinance process, the people working on my file were working with the SBA ( a loan that I obtained in order to rebuild my house after Superstorm XXXX ) to get them to subordinate on my loan. Bank of America claims they could not get the SBA to cooperate. Also during this time, Bank of America requested from me to pay for the appraisal for my home. I did as I was requested. Had Bank of America waited on their request for me to pay for the appraisal until more steps had been met, I perhaps would not be out the appraisal fee. In addition, when I speak with the subordination department at the SBA- XXXX XXXX XXXX has notes stating she was working with a XXXX XXXX ( from Bank of America ) on my file to subordinate my loan, but could not get this person to send over a copy of my homeowner 's insurance. Bank of America is obviously going to say they sent this over numerous times, but I am left in the middle of XXXX businesses unable to work together and because of that, I can not get a refund of my appraisal? I have had a mortgage with Bank of America for several years. During this time I have always paid my mortgage on time ( even during the times that I did not live in the home because it was destroyed ) and have been a loyal customer. I am dismayed at the lack of service and respect from XXXX XXXX who holds the title of Vice President at this corporation. I would like a phone call back from someone regarding this matter - other than XXXX, because clearly he does not care about his clients. PLEASE NOTE THAT I HAVE NEVER EVEN RECEIVED A COPY OF MY APPRAISAL.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Disputed: No Timely Response

2016-10-09

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: Bank of America have once again destroyed all home loan mortgage account modification, loss mitigation, and workout assistance related documents and documentation contained within the Bank of America created, maintained, managed, and supervised borrowers Home Loan Modification Status iportal, My Documents tab page. I have been unable to navigate to the My Documents tab page of the borrowers iportal since XXXX XXXX, XXXX to today, XXXX XXXX, XXXX. When I was finally able to gain access to the My Documents tab page, every document had been deleted from the list of uploaded and received documents. Even now, I continue to be unable to upload documents directly to the iportal. Bank of America continues to destroy my home loan mortgage account records without justification and explanation knowing that when Bank of America destroys evidence the burden of proof shifts to the destroyer of the evidence. Bank of America has been trying to create a record that supports their knowingly false position that I have not submitted a complete Request for Mortgage Assistance ( RMA ) application package since XXXX XXXX, XXXX. One of the ways Bank of America representatives thought to do this was through the intentional destruction of the record and documents uploaded to the borrowers iportal. I have noticed that the borrowers iportal is no longer supported with technical assistance by an independent third party. This strikes me as unusual, but not when put in the context of Bank of America and their representatives misconduct, mismanagement, and mishandling of the borrowers iportal including, but not limited to, the destruction of per, private, and financial documents, information, data, and records.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-09

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: As admitted through the assessed property fees and costs, Bank of America has been dual tracking this home loan mortgage account since XXXX XXXX. Among these assessed fees related to the foreclosure process are property taxes, insurances, Inspections, and property preservation services that were not preformed and unwarranted. In addition to the assessed fees just mentioned are fees totaling over {$13000.00} as of XXXX XXXX, XXXX that include {$2500.00} in unspecified costs and another {$11000.00} in unspecified costs added into the principle balance of the loan. There is also an assessed amount of {$11000.00} and change that is assessed without explanation justifying the cost fee. While Bank of America continues to lie about dual tracking and improper handling of this home loan mortgage account during the modification process allowing for the assessment of foreclosure related costs and fees, these knowingly false representations and negligent processing do not allow for the overcharging of foreclosure related fees and costs, including those fees and costs allowable during the foreclosure process for services not preformed. This JUST BECAUSE THE BANK CAN mentality and culture has already caused thousands, if not millions, of homeowners the loss of their homes while the bank padded and fraudulently added costs and fees. Bank of America has been purposely directing distressed homeowners into property separation loss mitigation programs rather than modification programs from the start of the mortgage assistance process with delaying a response to a borrower request for mortgage assistance, to the intentional mishandling of the received XXXX package, right on to the initial evaluation, and continuing with incorrect denials when a qualified and eligible borrower requests mortgage assistance to keep their home. In this instance, Bank of America has engaged in breach of contract, violation of state usury laws, unfair, poor, and deceptive acts and practices, unjust enrichment, negligent servicing, fraudulent servicing, breach of fiduciary duty, and breach of good faith and fair dealing during and throughout the loss mitigation process as described above. Just to be clear, I have never abandon my home. I have been residing in my home continuously since XXXX XXXX as my principal residence. Since XXXX XXXX, Bank of America has continued to double and triple down their efforts to separate me from my home and crossed the line of negligence to fraudulent activities related to to loss mitigation processes. Starting with delaying any response to my request for mortgage assistance, to mishandling my submitted XXXX application package documents, to repeatedly suggesting I file for bankruptcy, to incorrectly denying modification assistance, to misrepresenting my occupancy on the property, to dual tracking. Bank of America did all of these things because there are three easy ways to make an eligible borrower ineligible if and when the borrower takes action and they are : 1 ) recent or pending bankruptcy ; 2 ) reapplying or restarting the loss mitigation process, specifically the modification process, and ;. 3 ) borrower abandonment of the property. I have been subjected to all of these tactics including, but not limited to the park and stall maneuver designed to prolong the modification process beyond the six months it is designed to take and all with the intention to separate the borrower from the property. Bank of America directs disstressed borrowers into accepting one of various loss mitigation programs available for unqualified borrowers who are not eligible for modification programs and assistance designed to keep borrowers in their homes. The bank is unwilling to simply conduct a traditional foreclosure when they can have the tax payers pick up the tab via loss mitigation processes where dollar reimbursement and/or credits can be had and gain
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-10-09

Cheverly, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response