I have been a customer of Bank of America for almost two years now. When I bought my first home in January of '09 I was thrilled. Shortly after closing, BAC bought my mortgage and up until this last September I had not had any problems. Not surprisingly, because up until this last fall, I had a job and was able to make my mortgage on-time. I lost my job this last September and immediately called two days after to see what my options were. I had no savings and unemployment was paying 200.00 a week...Which barely covers my mortgage for a month. I took some comfort in remembering all the marketing BofA has on my bill that comes every month about home retention programs and assistance if hardship occurred. Well, in my case it had and I was very pro-active in taking steps to prevent my first house from being forclosed on. I called the number off my bill, immediately I was concerned at how the representative I spoke to was handling the call. He seemed very un-interested, un-involved, and at times short with me. However, I knew this was important and I got through the call with him giving me strict instructions on receiving this "packet" and filling it out and getting it back as soon as possible. The catch is that it can take up to 45 days to receive it by mail. I was worried that in a month things would only be worse and I was nervous but was told to do my best to make my monthly payments because my house could still be forclosed on. So days went by, weeks, then a month and a half. No packet. I called the same number I called before and got a rep that told me that to check the status of why the packet wasn't sent was another dept. so they transferred me. I was then transferred twice more before I got to the correct dept. However, I soon found that I had wasted my time because they could only tell me it was sent according to their records and I should have received it. I patiently explained that I hadn't and that I needed to receive and complete this asap! They sent me out another packet; this time "escalated" delivery. I waited for another month and nothing. I called the beginning of November to try to get someone to listen to me and help me. I spoke to someone in C.S. this time because I had misplaced my original number I was calling. What a mistake, this time around I was transferred to four different people/depts. and in the end was so frustrated I hung up. I called back a couple days later and immediately asked for a supervisor in default prevention. A gentleman came on the phone, was the only half good experience I've ever had when calling BofA. He seemed very knowledgeable and assured me that there may have been a delay because so many people are requesting the modifications that I may have been lost somewhere. He advised me to write down a list of documents, tax returns, paystubs, bills, etc. and to just fax them in before receiving the packet. That way they would have everything they needed to "speed" things along. I did everything I was instructed and called back in two weeks after I faxed everything in...again...I was shuffled back and forth to different depts. because the dept. that sends out the packet, sorts through the returned packets, and the original dept. who set me up in the first place are apparently all different! Rediculous! So not only am I just thrown around, in the end I get a absolutely unnacceptable answer at this point...We don't have your packet...you should have received a packet and sent it back. I was furious! I went through the WHOLE story and explained I had faxed everything in two weeks earlier. She finally found my fax, and said that someone should be in contact with me either by phone or mail of an update. I waited until January, 4 months AFTER my initial phone call to BofA...I called the default prevention number (the same dept. that the supervisor was in that I had spoke to weeks before) the rep was fairly personable and after hearing me rant for 10 min. my whole nightmare, she places me on hold to sort through the mess. She comes back about 5 minutes later and tells me that she has an answer to why I haven't gotten a single shred of paperwork or any correspondence from them...but that I would not like her answer. Apparently, at the time I called after losing my job, the very first representative that set me up to see if I qualified set me up under a program that only looks at households with REDUCED income from losing a job and then finding another but with less income. I had been being kicked out by a computer everytime they tried to send me out a packet because I was UNEMPLOYED...not a reduced income with employment. I was in complete shock. It took 4 months, countless representatives and a supervisor who didn't know a damn thing to figure this out?? To me, this is more than just unnacceptable, this is outrageous and Bank of America should be investigated, not only for bad lending (which the government bailed them out of) but for the policies and procedures this multi billion dollar company follows. I believe that I have received a enormous disservice and I am almost at the point where I just want to throw my hands up and say take the GD house!!! Currently, I have re-applied (so I am told) for the correct programs and have already been turned down by one...after being shuffled around 4 times on my lunch break at my new job last week, this is all the information I would get. Anyone and everyone who reads this...know this...this is not a car loan, or a signature loan, or something that you can just have repossessed and your credit falls and you get through it...this is my home! Everything I have worked for. I know that losing my job is my problem, and I know that bills still have to be paid, but DON'T sell this idea to people that your there to help and that Bank of America is there to help work with you in every way so that not to lose your home...IT'S A LIE! I hope that others out there read this and know that your not the only one they are doing this to. Good Luck