Consumer complaint received 2021-10-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I first contacted B.O.A. about a mortgage for our home purchase since we are long-time customers. ( A Mortgage, checking account, credit card. ) We had been dealing with a local mortgage company but they were unresponsive to my question about having escrow in our loan which we did not need or want. 

XXXX XXXX was who I talked with at BOA. I explained our situation and told her I only was interested in if she thought BOA would be able to help us. I explained exactly what was going on, including our plans to refinance a property we have in Pennsylvania. The amount of our home purchase and our plan to put down around % 50 of the purchase prices. 

XXXX matched their Loan Estimate, without an escrow, said it should not be a problem from the information I had given her, and I agreed to proceed with B.O.A. 

At first, I was very happy with the online mortgage navigator application. I was able to upload the requested documents easily and quickly. 
It soon became apparent that it would not be as smooth as I thought since there were multiple requests from XXXX, or the online system for things that had easy explanations. ( .ie credit inquiries ) ( pay from the XXXX XXXX XXXX XXXX, ) We have excellent credit, NO DEBT other than our home in PA that has been rented out to the same tenants since we moved to Delaware in XXXX. 
Our monthly income is over {$5000.00}. 

Somewhere in this process XXXX decided to initiate another loan estimate so I had to redo all the uploads I had previously done. 

On XX/XX/XXXX in response to a message I sent earlier asking for verification that BOA could meet our closing date I received a call from XXXX that B.O.A could not meet our closing date of XX/XX/XXXX. 
So now our purchase may be in jeopardy. 
She blamed me for causing the delay/confusion by what I wrote in my letters of explanation that BOA requested . 
I was also told I should have emailed them to her and not uploaded them online. 
I later asked for a date when BOA could close. Here it is five days later and I still have not heard anything other than they need certain documents that I have already sent or explained do not have. 
I emailed the person listed as XXXX XXXX supervisor on her webpage XXXX XXXX XXXX and did not hear anything from him yet. 
On XX/XX/XXXX I again requested that a manager/supervisor contact me and am still awaiting after being told they will in the morning " if they have time. '' This is an awful way to treat a long-time customer and I feel it may be due to our ages. 
Since I just turned XXXX and my wife is XXXX. 
We may lose this home due to the way this was handled by BOA and their representatives. 
How can one company close on a {$140000.00} mortgage ( yes it was a refi ) in 38 days and another can't even give a date to close after 37 days? 
I appreciate your help in investigating this issue and helping us to resolve it. 
Thank You & XXXX XXXX Below is the information from our initial Loan Estimate Prepared by : XXXX XXXX XXXX DATE : XX/XX/XXXX APPLICANT : XXXX XXXX XXXX LOAN NO : XXXX PROPERTY : XXXX XXXX XXXX XXXX, DE XXXX BANK OF AMERICA XXXX XXXX. 
Office # : XXXX XXXX XXXX XXXX XXXX # XXXX XXXX fl XXXX XXXX, FL XXXX Phone : ( XXXX ) XXXX Office Fax No. : ( XXXX ) XXXX

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