Consumer complaint received 2019-07-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My process of refinancing my mortgage and remove the cosigner started on XX/XX/2019. An application was made for a 10 year loan and the lending officer I spoke said it shouldn't be a problem based on the income and credit score. Therefore, to continue with the process an amount of {$890.00} needed to pay upfront. As soon as I pay the amount needed the lending officer I  spoke from the bank wouldn't return my phone calls or emails. It was hard to get on hold of him and when they will pick up the phone a lady will answer stating the lending officer was busy and she will continue with the loan application and to call her as if XX/XX/2019. In the mail I received documents but the loan was for 15 years instead of what I spoke with the first person that was supposed to be 10 years. When I received the mail about the 15 years instead of 10 years I sent an email asking the reason it changed, I received a response and said in order for me to apply for a 10 year loan I had to put the overtime but they couldn't because he has less than two years with the company. I reply back and said if I pay a small loan I have if that will help, it took almost 1 week to reply back and I pay off the loan. When the loan officer reply said it wasn't necessary, so that kind of confused me because the bank didn't really told me the main reason why I wasn't approved for the 10 year loan. Later on throughout the process a person associated with the bank visit my property to do the appraisal. The lady started to do say that the property needed some improvements or changes. improvements, such of instead of having a window ac unit with heat I needed to have a central ac. Also, some paint work was needed. After that, I spoke with the new lending officer and said to speak with the appraisal lady and make some changes given me some codes, as soon as I relay the message the appraisal lady said she wanted to speak with the bank about that, but I all this time I was in the middle. What I think it was unprofessional it was that the appraisal was blaming the bank because it the appraisal wasn't approve and the bank representative said it was the other way around. The bank representative said if the appraisal worker didn't want to approve they were going to use another one but this time the fees where going to be pay by the bank. But the next time I called and they retracted because it was not possible ( that deal was offered to me, with me not even asking ) for the bank to pay the appraisal fees and also they said that they were going to cancel the whole process because the duplex didn't have central a/c. At that point my insurance for the duplex was already cancel due to the refinance and they requested an insurance with damage replacement and it was going to be more expensive to me more specific the double of what I pay but it was going to be necessary if I wanted to continue with the process. 
As if right now, I haven't received any document in the mail or in my email where it shows the appraisal that I pay.

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 explanation