Betsy Berry was worried she would lose her home just outside of New Orleans. Though she had never missed a payment on her mortgage, she says, Bank of America was demanding thousands of dollars worth of late fees, and threatening to take her home if she failed to pay.
But when she called her lender in October with the hope of eliminating the fees, more confusion ensued, she says. Banks had pledged to assign borrowers a single point of contact in earlier agreements with regulators and the federal government. Still, she found herself talking to five different people in the space of two days.
First, she spoke with a Bank of America employee named “Shane,” who referred her to “Pamela,” she claims in a lawsuit filed recently on her behalf in New Orleans federal district court. The next day, she talked to “Debra,” “Jarquis” and “Jennifer.”
None of these people solved her problem, Berry alleges in the lawsuit, leaving her to continue sliding to the brink of foreclosure. A few weeks later, frustrated, exhausted, and worried about the consequences of her rapidly deteriorating credit, Berry sent Bank of America a check for $5,556, she says.