I have recently run into some medical problems that are making it increasingly difficult for me to remain in my home. I have decided to sell my home while I am still in a decent position to do so, and to avoid further hardships down the road. I contacted my mortgage holder, Bank of America this afternoon in the hopes of being able to discuss my concerns with them, namely that I wanted to discuss the possibility of being able to defer or reduce my mortgage payments while the house is on the market. I will need to get an apartment closer to the VA facility where I receive care, and would be unable to afford both. After being bounced between several different customer service agents in different positions, I was told that I would need to speak to a " Customer Relationship Manager ''. I was disconnected while on hold waiting to speak to someone in this position, so I called Bank of America 's Mortgage Customer Service Line and asked to be transferred to a " Customer Relationship Manager ''. I was placed on hold and then a man who mumbled his name too fast for me to catch it came on the line. He asked me to verify my personal information, which I did. When he asked to to verify my phone number, I said " It 's the number I 'm calling from ''. At this point, the person on the other end of the line snapped at me to " verify it ''. At this point I asked him to rephrase the question in a more polite manner, where he went off on me and repeatedly asked me " are you just calling to be rude? ". He continued in this manner, not allowing me to state my position or speak, and continuing to interrupt me. When I finally was able to get him to calm down, I stated that I had done nothing to warrant this disrespectful treatment, and that I had been a customer since 2006. He sarcastically responded " Thank you for your service ''. I then asked to speak to his supervisor, and he refused to transfer me to his supervisor. I asked what branch of Bank of America he represented, and he said " This is basically home retention ''. I then asked his name and he hung up on me. 
I am shocked at this rude treatment from Bank of America. This person I spoke to today was exceptionally rude and sarcastic, mislead me about the nature of the customer service I had requested, and refused to allow me to speak to his supervisor when requested, deliberately concealed his identity, and simply hung up on me when requested to provide his identity a second time. I have never missed a payment on this mortgage or even been late, and I was basically told to XXXX by this employee of Bank of America when I asked for help. 
