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My husband and I have never been late on a house payment (in fact, we were turned down by BofA...

My husband and I have never been late on a house payment (in fact, we were turned down by BofA partially for that reason). Somehow we have ended up on their home loan modification list with our own "specialist" who doesn't answer his phone.We have asked repeatedly to be removed from this list as we are no longer struggling financially and want to continue paying our payment online (they bar you from paying online for some inane reason if you have these codes attached to your loan). How do I get them to listen to us? I get understanding from their customer service people, who think it's a simple matter to remove those codes, but then they transfer me to the "right" department and I get disconnected or sent to someone who has nothing to do with it! Help!
Marianne asked this question 1 year ago

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  • Bankbuster

    Nix on investments but everything else is fair game!

    I can't tell you how often something that seems like it should be simple seems to confound the people who could help.
    That being said, I strongly recommend calling the mortgage loan modification department, insist on speaking to the unit manager which will require you being willing to wait for a call back as the people in these positions spend most of their time in meetings and don't ever seem to available to take a call. Still, from experience I can tell you that they do return calls to customers who have that kind of persistence.
    You will need to talk to each of the intervening positions as the hierarchy for customer calls is rigidly enforced by Bank of America and it's not at all likely you can skip anyone. Speak to the customer service rep, their team manager and then insist on being able to leave a message for their unit manager. Even if the team manager tells you they can take care of the situation for you, request leaving a message on the UM's phone.
    Best of luck with this!

    2 comments

    • Marianne

      I have been trying to work my up, but no matter how many times I call I end up with my "case manager." There is no one who will take me "higher."

    • Bankbuster

      If there's "resistance" in getting you to someone else, the only other option I can offer is to contact the Office of the CEO Executive Relations Unit. The catch is that they only accept contact via letters. This unit is housed at the B of A headquarters in Charlotte. The address is:
      Bank of America Corporate Center
      100 North Tryon Street
      Charlotte, North Carolina 28255
      Just at the Office of the CEO, Executive Relations Unit to the beginning of the address to be sure it's properly directed.

      I wish you all the best in getting this straightened out, Marianne.

  • Old man

    In banking for over 25 years in all areas of the bank with the exception of mortgage but I do have limited...

    I agree with bank buster. Talk to a supervisor and have her stay note pone with ou if they transfer you. Get her phone number to call her back in case you are disconnected or at least an email address. Document your next conversation with an email.

    2 comments

    • Marianne

      I've gone as high up as I can go, apparently. The higher ups don't take calls or have addresses!

    • Old man

      Ok. If it was me, I would go to a branch and call with a bank representative. It might not be that easy to turn off the codes. It should be but it is not. Once on the computer then it may be an act of congress to take it off. I would check with mortgage to make sure you are not late and in a past due status of any kind. Document who you talked to and then do not worry about it. I know that does not sound like the answer you want but it may be as far as we are going to get. Do go to the banking center and have them get on the line with you.

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