Consumer complaint received 2021-07-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX, I began a refinance with Bank of America. One month went by without any development with the original loan officer. Then on XX/XX/2021, I was assigned XXXX XXXX XXXX NMLS ID : XXXX ) of Bank of America to refinance my home. 

Here are the two issues I encountered : First, I questioned the upfront and non-refundable {$640.00} appraisal fee on XX/XX/XXXX. It was clear that XXXX became very annoyed and rude over the phone. I simply wanted a better understanding of the fee requirement. Especially because I did not pay the upfront appraisal fee when I attempted to refinance the same home last summer in XXXX, WA. I was also told by the appraisal officer that " most of the time it's a formality '' when I scheduled the appointment. So of course, I had questions. 
After explaining these two items to XXXX, he questioned my integrity and essentially made me feel like I was either a liar or incompetent. He did manage to mention he had to pay the fee for his own million-dollar home. I confirmed with the XXXX Bank of America broker, XXXX XXXX that I did not pay the appraisal fee last year because it was not required in the application at that time. XXXX took the time to explain the process and why it wasn't necessary at the time I refinanced with him, and why it could be now. I left the call with a clear understanding, unlike with XXXX. I can disregard rude or abrasive tone, and even being just another number in his client list, which he often made me feel like I was. But I do not appreciate having my integrity or even competence questioned. 

The second, and biggest issue, is with XXXX 's poor communication and mismanagement of time. We had to restructure the refinance from main home to secondary home. After restructuring it, weeks would go by without a word on my application. I would ping him every now and then, asking for an update. He would respond with a short " under review '' response and I would move on. I was told the restricted application was submitted on XX/XX/XXXX. I asked for an update on XX/XX/XXXX, and was told, just waiting to get it reviews. On XX/XX/XXXX, I asked for an update. Several days went by without a response. On XX/XX/XXXX, he responded by saying he was on vacation, and that my application was canceled without any explanation. He told me we could talk in a week when he returned. I was incredulous. First, that he left me in the dark for weeks, then abruptly telling me my application was canceled, and then telling me to sit and wait a week to discuss this bombshell news. I did not wait. I immediately called his manager, who very swiftly took action and assigned me a new broker. 

Unforutnately the process had to be restarted. I was forced to pay for another appraisal fee on XX/XX/XXXX for the amount of {$870.00} which is ridiculusous. Bank of America also has an out dated system that does not even allow for digital computer signatures. I was asked to print, then, scan, then sign, then email documents. A tedious and unacceptable process. Especially in this day and age we live in. 

This entire process has taken now four months and has cost me {$1500.00}.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief