June 16 Bofa Customer Service Call Notes

8/6/2019 June 16 Bofa Customer Service Call Notes

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Nikki White’ s call to customer service

June 16, 2011

Bank of America Home Modification Customer Service

Customer Service Rep. Thisbeth @ ext. 1194

Reason for the Call: Marlene Estrauda told me to call (888)325-5399 to request the LPV data

used when determining my eligibility for a loan modification.

As of today I have requested the NPV data from 3 separate customer service reps at Bank of

America.

The MHA Handbook clearly states on page 54:

Non-Approval Notice must list the NPV Data Input Fields and Values used in the NPV evaluation as listedin Exhibit A. The purpose of providing this information is to allow a borrower who is ineligible because theTransaction is NPV negative the opportunity to correct values that may impact the analysis of theBorrower’s eligibility.

All Non-Approval Notices must include an e-mail address and mailingAddress for communicating with the servicer if the borrower wishes to dispute the reasons for aNon-approval determination and to submit written evidence.

This Beth’s response when I requested my NPV data was that “ you were not denied because of

the NPV ” So there are no figures in your system that were used to run a NPV evaluation?

On Monday 6/14/11 the “loan was escalated ” is what I was told. (Evading the NPV subject)

I asked This Beth what that means. Does it mean they are sending the NPV? She says a

request was made and it takes 30 days.

To make sure I was clear on what she was telling me I asked again, someone is mailing me the

NPV data? Thisbeth said “ Yes”

I asked if she knew “ who” was going to process the request. She said the underwriter that

worked my application is the person who would prepare the information.

On May 27 th I asked who the underwriter was and I was told she could not give out that

information.

Thisbeth said the underwriter is Michael Knauer and his number is 480-224-6177

I asked him if he was the underwriter that reviewed and denied my application.

She said yes Michael Knauer is the underwriter



She asked me if I received a decline letter, I said yes I did

I proceeded to tell her that I was told I had two choices, appeal or submit new complete loan

package

I said I was not going to submit documents for an appeal

I was not going to submit new application package

I was not going to submit “ current” income documents.

Bank of America received my income documents April 10, 2011. I provided profit & loss

through 3/31/11, bank statements 11/30/10-3/31/11, 2009 & 2010 Tax returns

MHA Handbook says on page 62:

4.3 Evidence of Income The Initial Package must also include documentation to verify the borrower’s income as describedIn Section 5.1. The income documentation may not be more than 90 days old as of the date thedocumentation is received by the servicer. There is no requirement to refresh the incomedocumentation during the TPP.

Thisbeth ask me if I was going to submit current proof of income documents, she said there is

a note in the computer that says they are waiting for current information.

I told her I was not going to submit current income documents, she said if I’m not going to

she will make a note saying “ I refuse to submit current proof of income documents” . I told

her according to the MHA Handbook I am not required to submit “ current” proof of income

documents. She continued to argue with me saying I must and she is making note that I

refused.

Thisbeth continues to tell me the bank statements are over 90 days old. I must submit updated

statements. Again I said that I am not required to refresh my income documents. Also, the

March statements are certainly not 90 days old.

I read the Evidence of income section from the handbook to Thisbeth. Her reply was that I

am required to update my income documents every 90 days. Again, I told her that is incorrect.

She said I am making a note that I have informed you that Bank of America needs updated

documents and that you have refused to provide.



I could see it was pointless to continue the conversation. Bank of America is giving their

employees information that is incorrect by telling them they must collect updated income

documents every 90 days from homeowners.

June 16 Bofa Customer Service Call Notes

Documents

Transcript of June 16 Bofa Customer Service Call Notes