Bank of America
Loan Modification Case Manager Never Returns Calls, Loan Transferred

We have been trying to modify our loan since November. We are getting nowhere. The "team" working on our modification never returns phone callers, you have to call everyone multiple times. I have asked Jamilla Erwin to be taken off my case since she never returns our calls and seems unable to remain on top of our case. I have called her boss Mr. Valencia and left messages numerous messages to ask him to call me back and to transfer my case to a different case manager. Neither has happened. Jamilla continually asks me for "one more piece" of information that will send our case to the underwriter. It doesn't matter that I have already sent that information to them previously. When I tell them that it falls on deaf ears. So our loan is still not modified.

I received a letter on the 3rd of July that my loan is being transferred to another mortgage company. Coincidence? I really don't think so. I am so frustrated.

Yesterday while conversing with Jamilla after I called her again, I asked to speak to her supervisor, and not Mr. Valencia, since I have not even received a phone call from him. A few minutes later, it was indeed Mr. Valencia who called me back. He "allowed" us to email him the info we had already sent. I asked him to have his superior call me, and for him to call after receiving email. I also called to let him know the email was sent. As I figured, I have not received calls from anyone. I am quite sure I am not the only one in this situation. I know that Bank of America has recently been in court to improve their practices, but that has not seemed to change a lot in their customer service or really trying to truly help those trying to modify their loans.

The last straw for me is that after all this information being sent and resent and resent, now my loan is being transferred without the proper 15 days noted. Please help.

Company: Bank of America
Country: USA
Address: P.O. Box 5170
Phone: 8182918543
Site: bankofamerica.com

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