Consumer complaint received 2019-03-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Confusing or misleading advertising or marketing

Complaint:
Bank Of America Auto loan # XXXX I had called Bank of America XXXX 3 times to make sure the private party purchase loan would be seamless and i was able to purchase a vehicle out of state via private party loan. I was assured all 3 times from the recorded line that the bank would handle the loan process between me and the seller. After I was assured the process would be seamless because there was nothign posted online i began with lean docs and was approved instantly because I have superb excellent credit I had seller go to bank in North Carolina XXXX XXXX XXXX XXXX XXXX  NC XXXX ( XXXX XXXX ) the representative at the bank was very Rude to Mr XXXX XXXX the seller. She took the title and faxed over the title and began to tell me the sellers English was very broken, I told her that his broken English should have nothing to do with the fact that she should simply fax the title and she began giving me attitude and told me in a very rude tone its been done and she does not have any more time for me or seller. 

I then called the XXXX # to see if the loan officer ( XXXX XXXX ) Extension # XXXX had received the fax, she began to tell me the process was completely different from what I was told over the phone 3 times before I applied, I got upset and asked to speak to her supervisor and she told me her supervisor XXXX XXXX ( XXXX ) -XXXX-XXXX would call me by end of the day. I had left several voicemails to his supervisor an his assistant dynese henderson ( XXXX ) -XXXX-XXXX and i never received a single phone call. 

End of the day saturday XX/XX/XXXX I called the XXXX # again to see status of the loan because none of the reps were returning my call and i was told that the loan was canceled. XXXX put on her notes to cancel the loan wehen i never requested for the cancellation and i told the rep that's not the case and the rep told me i needed to uplaod the title and registration. I went ahead and ask seller to provide the title and registration again digitally for me to upload the files for Bank of America to process the document. So I uploaded docs Monday XX/XX/XXXX I called the bank again since XXXX, XXXX, XXXX have not returned any of my phone calls and spoke to you XXXX XXXX and asked again what is the status and you told me the files I uploaded the registration is not legible, i almost at this point felt that there are notes now to retaliate against me and seller because I went ahead and emailed you the same exact file I uploaded and then you told me oh now we have what is needed. It was the same exact document I uploaded. I have asked when i would get the Edoc and you stated soon. Its now close to EOD and I have not still received any docs. I am going to lose out on a good deal because Bank of America is somehow retaliating and not processing something that should have been done on Sat XX/XX/XXXX. I asked to reply to this email with status since no one in the organization is wanting to give me procedures timelines when I am a platinum member and perfect XXXXredit score but i am beign ignored for notes and retaliation from Bank of America and going to lose on this car purchase.

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