After reading an article in the St. Petersburg Times South Pinellas Edition on 02/21/2010. I feel compelled to advise you my dissatisfaction and total frustration with Bank of America.

September 28th I was laid off from my job which paid $73K a year. I called Bank of America with the Homeowners HOPE Hotline on the phone. BOA advise us there is nothing they can do and I don't qualify for the "Making Homes Affordable" since I had Mortgage Insurance and my loan was backed by Freddie Mac.

Mid December I realize my situation is getting desperate and I am not finding work and to only receive $275 a week in FL unemployment and be told I make too much for food stamps and borrowing money from family and friends is not enough. I call back BOA I speak to a very nice man (even though it takes over 30 minutes to get to the right department). This person advises me I do qualify but it takes BOA 45 days to fedex the Form 1126 and Hardship document. Even though these are on the Making Home Affordable Website he stated I could not use them.

Well 45 days come and go and I receive a call from BOA advising me they are so busy it is going to be another 30 days which should be next week. The women that called me was very nice and explained once I receive the paperwork I can qualify for a 3 month trail but I must remain current in my mortgage.

I am very very frustrated about this process as I was a Countrywide customer and now BOA purchased them. Between December and the call mid February I must advise you I called a few times to follow up as I am desperate.

I also own a home in Pennsylvania so I have 2 mortgages, HOA fees in FL plus all my utility bills and only receiving $1, 100 I can not keep borrowing money from family and friends. I already owe out close to 10K just since September.

I can forward you the article where it stated BOA has been the worst in assisting customers with the Making Homes Affordable.

Any assistance would be greatly appreciated.

I have been with Bank of America (BOA) since 1991. I have had a few problems with them like too many NSF charges, but could usually correct them with a long phone call or two. This morning I recieved a call from a collection agency stating that they were trying to collect on a past due credit card with BOA. I did not know i owed money on any credit card let alone a BOA credit card. After speaking to five seperate customer service reps, they finally figured out that I had opened the credit card back in 2006 on a "special offer", but had never used it. Some time in 2008 BOA used it to cover a overdraft of fifty dollars. We were never billed or notified until today by the collection agency that want five hundred and fifty five dollars to settle the debt. BOA said "its out of our hands".

Applied for a home mortgage refinance with the great Bank of America. Loan officer said I was pre approved but I needed to send proof of flood insurance. He also said no other information was needed at the time. A week later I get a letter from Bank of America asking for 13 items to prove I have the assets I told them about. Well the letter came Friday night and it said if I did not give them all the information they needed by Sunday and they are not even open on Sunday my load would be cancelled even though I already paid them $400 for the loan application. I talke dto my loan officer and he said I would have to fax in the information. It was about 50 pages. I told him I could email it a lot easier because I hate fax machines. Do you know how much it costs to go to Kinko's and fax 50 pages?? Ithought this was unreasonable and that I should be able to email the information, so I sent an email to his supervisor along with several voice messages but still have not got a response. BOA has no complaints department and I am going crazy. Since I did not want to cancell my load, I faxed all 50 pages. Only took 5 trys. You can check your staus on line which I do day after day and nothing seems to hppen there. My 4.5% rate will end in 30 days and they are dragging it out until it will go up.

I started a process of refinancing my home through Bank of America. I had previously been a customer of Countrywide. Everything seemed ok except I had to keep re faxing things more than 2-3 times. I live in Kansas, my mortgage officer was in California and the processor was in Texas. The day before the loan was to be signed the processor had called me to give me signing details. I reviewed the information the officer had given me the day before which was tuned out to be a different payment by almost $70.00 a month. I reviewed the cost information with the processor and told him that the officer said that because my appraisal was high enough I did not need the PMI insurance on it. I was told by the processor that he was correct and either take it or leave it. . I told him I would call the officer and get her take on this. She stated that the processor must have not read one of her emails and that the loan had changed and that the loan would have to be redone. I stated I understood that and asked how long it would take. She said she would assign a new processor and it would take up to 2 months. No, I was not happy and expressed that I did not understand why it would take so long since they just needed to re write it. She basically said that she was giving me this time limit to keep me from being unhappy if it took longer. She also stated she was not sure if the rate would still be locked in.

The next day I received a call from a Notary republic saying she had not received the loan document for me to sign. I called her back and explained what had happened; that the loan needed to be reworked. She was upset since she had canceled her morning to witness my signing. I apologized. I then called the processor who had ordered her and left a message he should do his job and stay up on emails. I told him I had to do his apologies and he had wasted more than several person’s time that day. I turned around and left a message also for the loan officer than I did not appreciate having to apologies for them with the Notary and that I was not sure about having to wait for 2 months since I was quite sure I could get it from a local bank in much faster time with what was seeming better customer service. Yes I was angry but did not curse at anyone!
Since then no one will return my call. I receive emails from the loan officer that she receives my pay stub and that “we are working on it.” This week I received the loan documents in the mail to again fax things they already have to a undisclosed person. I am being treated as I am not worthy of a simple phone call back. I am so angry at this point I am ready to say the hell with you and walk out at the last minute too. (I do not have to refinance at this point). (Before this I was receiving regular phone calls).

I know I am not the only one they are working with but honestly, don't I deserve a simple phone call? I have questions that are not being answered and if this is the way they are treating me now I am thinking that it will really suck when I am locked into the loan.

I am over all a very reasonable person. I have good credit and always pay my bills on time and I know that this may never get to the right eyes but to treat people like this because they are scared I may be upset with them. Well my answer is life is tough! But honestly I am not the one who screwed up!

I am hoping someone who has some power can see this complaint and realize that their personnel may need some training in customer service!

I also had Bank of America randomly place a $1, 200 flood insurance premium on my mortgage account last July. My payment jumped up as a result and I didn't know because I autopay from my online bank account. I was 'delinquent' and being charged late fees. I fought the flood insurance once I figured out what happened and finally B of A admitted that I was actually not in a flood zone and it was all a big mistake. You have to babysit. Call and question!