Consumer complaint received 2022-02-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Our home was severely damaged on XX/XX/XXXX by arson fire. My home insurance carrier made initial payment to us through my mortgagee Bank of America ( BofA ). BofA told us that they will do an incremental release of that fund based on percentage of repair completed by the construction company of whom we hired to do the home restoration. 

BofA has contracted a home inspection company XXXX XXXX XXXX to conduct periodic inspection, and send a report in, and BofA based on that home inspection reports percentage of completion to release funding to me so I can pay the contractor XXXX XXXX XXXX. All that time I had no idea which home Inspection Company conducted the inspection, nor any of those reports ever send to me for review. Sixteen months had gone by and our home no where near completion. 

I asked BofA to send me all home inspection reports they had received. I ran into resistance from BofAs processor who handles my claims. She finally sent me 2 reports, first one was done on XX/XX/XXXX, and second one done on XX/XX/XXXX. Both reports stated a 60 % completion, from what had been done, my wife and disagree with that 60 % assessment. I asked the BofA processor if the home inspector had taken photos for me to look at. I ran into resistance from this BofA processor again commenting that she only sent the written report, not the photos. I told her that I have the right to view those photos of my own home. Took multiple phone calls and she finally sent them. When we view those photos, my wife and I were gasped, the written report no where matched up with what was shown in the photos. 

I then contacted BofAs processor insisted on the bank to schedule another inspection. For this inspection conducted on XX/XX/XXXX, and the only inspection I met with the home inspector ( previously was scheduled and let in by XXXX XXXX XXXX ) walked him through and explained to him what had been done and what were pre-existed work. At the conclusion of this inspection I asked the inspector for a signed copy of that report for my own record. The inspector indicated that only 40 % of that restoration was completed by XXXX XXXX XXXX. I asked this inspector why didnt I get this report instead of a nicely typed report from BofAs contracted inspection company XXXX XXXX XXXX XXXX He told me sending in his handwritten home inspection report to BofAs contracting company is how he received pay. He also told me that once his report left his hands, he has no control over if any alteration is done to his content. 

I then call BofAs processor on XX/XX/XXXX to send me the XX/XX/XXXX, home inspection report the moment she received it from XXXX XXXX XXXX. The report came in, as expected falsified information on the percentage of completion as 60 % instead of the 40 % from the original handwritten report. Attached are the XXXX home inspection reported submitted by BofAs contracting home inspection company, XXXX XXXX and the corresponding photos.

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