This my response letter to Justin Murphy, Customer Advocate (joke), Office of CEO & President after I received his letter basically blaming me for not getting my documentation in on time while applying for making Homes Affordable program.

Dear Mr. Murphy,                            February 2, 2012

Your dispute is inaccurate; you have attempted to contact me on my home number (303-XXX-XXXX), which I had repeatedly asked ( in person to Taneya Newsome and 4+ voice mails) to only call my cell (303-XXX-XXXX). Furthermore the other number you have listed 1.720.XXX.XXXX, is not any number I have. So if you want to play this game, I attempted to contact B of A several times between September 2011 and January 2012 without success and have all the cell phone records to prove it. I suggest you check your facts properly before reaching out to a customer that is not frustrated, but absolutely disgusted with your company. To say I am frustrated is completely patronizing and once again shows me how insensitive B of A is towards it’s customers.

Another inaccuracy; the claim that my paperwork was not received in time, it took Taneya  3 months to finally determine that there was a mistake on the affidavit (under mailing address I did not write 'same' as property address) and for this you bounce my paperwork? Taneya supposedly documented in her notes and stated several times on the phone ( November 25, 2011 and November 29, 2011 and then again on December 6, 2011) that I in fact faxed all corrected paperwork and newly required additional paperwork (requested by Crystal Davis) that wasn't in the original packet and I was never notified that additional documentation was ever requested. Taneya Newsome even had to go back to Crystal several times to get clarification on notes that she wrote because they didn't make sense.

In addition; 4 times Taneya agreed to call me at specific times (November 23, 2011, November 29, 2011, December 6, 2011, and December 8, 2011) and she NEVER called. I left VM's all 4 times calling her back on those dates. After receiving a denial letter on December 6, on December 7, 2011, I asked Taneya to officially document that I wanted to appeal this denial. After hearing NOTHING back from anyone at B of A, I called Jenna Mossman, Sherry Walker, and then Elizabeth (did not get last name, she is CRM manager at 661-951-5142) I got her receptionist and was transferred to Nicole who said she would work with Taneya and get back to me the same day, again she did not.

On December 13, 2011, still have not heard from anyone, I called Taneya who said that her manager and Crystal  were both out of the office and could not provide any further updates. Then on December 20th, 2011, I receive another denial letter, this time from  Fannie May that I was being denied because I did not provide documents as requested. I was never made aware, no formal request from Fannie Mae or B of A that I needed to supply other documentation, to work with Fannie Mae outside of the MHA program.

On January 2nd, 2012 I called Taneya, she stated that she has not heard any further updates on my request for appeal, Crystal made some notation on my file that she needed updated bank statements, and IRA pages. Taneya and I went over each document and she saw nothing missing and was unsure the letter I received was valid, again she would have to clarify with Crystal. Taneya suggested I fax all 19 documents again directly to her and she would call me back to confirm receipt.




On January 4, 2012 received message on my HOME PHONE that Taneya called. On January 5, 2011, called Taneya , got her VM and once again requested to call me on my cell (5th time). Same day (January 5, 2012)I receive a call from Erica Jackson that Taneya is out of the office and can't confirm receipt of faxes until Taneya gets back in.

After not hearing anything from anyone at B of A, on January 10, 2011, I called and left a message for Taneya. I also called her manager David Santana and left him as message as well. I received a call back from Taneya later same day, she determined I was denied Fannie May consideration because I was unemployed, not due to late documentation as the letter indicated. She will have to get with her manager and review my appeal, again confirmed that all documentation was received before the deadline.

On January 18, 2012 after hearing NOTHING from anyone at B of A, I receive a call from David Santana, who starts the conversation by apologizing for just now getting back to me 8 days after I left him a VM indicating that my treatment as a customer is appalling. He then looks at my account and says that I was being denied because my documentation was late....are you KIDDING ME ? What kind of INEPT communication is taking place there? 4 months this process has been dragging out due to Bank of America's gross mishandling of the process designed to help people in my situation, and you have the audacity to put the blame on a customer?

As it turns out, after 3 attempts to reach Selene Aguirre, WITHOUT SUCCESS (again cell phone records) I had a discussion on January 30th with Andy Rodriquez, who then told me that the reason I was denied after all was because Fannie May loans aren’t qualified to participate in the Making Homes Affordable program. I hope you realize how incredible stupid you look to waste my time for 4 months only to determine this.

I am now contacting local news agencies and the AP, the Attorney General of Colorado, as well as a major social network campaign to expose the treatment I have received. I suggest you get your facts in order before you have the nerve to put the blame on me, because an investigation is forthcoming. As you may have noticed, I have EVERYTHING documented because I have been in Customer Service for 20 years and have learned how to treat clients in the manor they deserve.

I will do everything I can to pull my loan away from  B of A and make sure we will never do business, and I use that term sarcastically, with your company again. I will convince neighbors, friends, strangers, co-workers, anyone I come in contact with, to pull their accounts from B of A.

Sincerely,

Steve Comeau