By October 3, 2011, I had not heard back on my “approved” modification, nor from the 3 voice mails left for our new dedicated customer service rep (who promised a return call within 24 hours).
Completely fed up with the run-around by Bank of America, I wrote a letter to the State Attorney General, and copied several members of the press. Within hours, I received
a phone call from a new contact at the bank, apologizing for the multiple, un-returned phone calls, and indicating that our original contact had had a death in the family.
Once again, we were assured that we had an open file in review, but now they needed some additional information to continue processing our application. When I asked about the previously approved modification, the new contact had no information about that.