Consumer complaint received 2022-04-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This is a complaint against Bank of America involving a refi. We have been customers of Bank of America since XXXX when we first moved to California. We decided to return home to XXXX and bought a home in XXXX XXXX in XXXX which was financed by BofA. We decided to refi due to lower interest rates in XX/XX/XXXX. We have a high credit rating and never missed or was late on any payments. We had a large amount in BofA and have for years, so when we contacted BofA, XXXX XXXX, our assigned loan officer said we would have no problem. We were finishing up a remodel in our kitchen so he suggested we wait for an appraisal when it was done. The appraisal finally happened late XXXX and appraised at XXXX. We were borrowing XXXX for 15 years. Because of the delay I was concerned because we were asked to pay {$610.00} up front so I asked him if the loan should not go through would we get all that back and he said of course, but there is no reason for it not to go through. I asked this question 3 more times and once in a text and was told the same thing. XXXX XXXX questioned us quite a bit and his questions were becoming more personal and unsettling. He asked why, when we had so much money did we not pay off the house and why did we pay off our new car. I answered every question. He asked about our marriage, religion and political view, and though I've never been asked those questions I answered him honestly. We talked at length about who we voted for and why. After that I could not get in touch with XXXX XXXX. I called and texted and no result, so I attempted to get in touch with his supervisor, XXXX XXXX who also never got back to me. In XXXX when I tried to bring up my loan portal it was gone, along with all conversations which I fortunately copied. I called XXXX XXXX and XXXX of his assistants. He finally called us back and said our loan was denied. I asked why and he said the loan officer didn't like us. I demanded my money back and he said in a few weeks I would get part back. I contested the XXXX on my BofA Credit Card, and after being told I would get it all back they denied it's return. I reached an executive who was shocked we did not get the loan who FINALLY refunded our XXXX, but I missed an opportunity and ended up applying with XXXXt paying approximately {$600.00} more but got the loan in less than a month. 
I called quite a few people and related this story and was told it was probably due to our political status. I was going to let it go, but then, after deciding to leave BofA over this and several other incidences ( including having to jump through hoops to withdrawal portions to pay for work on my home, they refused to cash my check for {$200000.00} that I was putting into my new bank and said it was due to NSF. I had more than double that amount still in my account. I got a {$12.00} fee for a returned check. 
When I called BofA regarding this I got unemotional apologies and when I asked why they did this I was told it was to protect us and our funds. I told the agent the only person that can't get money out of our account was us and she said ( in essence ) that was not true. I then said that if she could see my account she should notice that I am systematically leaving BofA because I have been unhappy with them for a very long time. She asked why and I told her, back around XXXX my husband lost his job and was working as a consultant for a company. At that time someone got several of my checks and attempted to use them so I had my account changed and had a red flag on it to report any strange activities. My husband received his first paycheck direct deposit for {$12000.00}. It was in our bank for 2 weeks when my husband said something was wrong and for me to check our account. This company went into our direct account after the money should have been secure and removed the money. NoonXXXX at BofA contacted us. We went through a lot saying the money had been in there for 2 weeks but BofA said a depositor had an indefinite amount of time to remove whatever they put in. My husband had to go to XXXX and only got XXXX back. We were still trying to get the remainder back from BofA, and I talked to an agent who tried to help in XXXX. In XXXX an agent, XXXX XXXX was talking me into staying with BofA and said he would help, but he disappeared after talking to me over 6 months. I still feel BofA owes us the XXXX remaining money and have since found out that that action was illegal. I was supposed to be informed before they removed a direct deposit. My husband is now VP, but I would like for Bank of America to pay one way or another.

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