Consumer complaint received 2016-12-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Mortgage
Sub-product: Other mortgage
Issue: Application, originator, mortgage broker

Complaint:
My husband and I chose to start the refinance process with Bank of America in XXXX, WA in XX/XX/XXXX. Our loan XXXX requested information and we would send it over within a day or XXXX. We paid for an appraisal which was done on XXXX XXXX 2016. We were asked for more documents early XX/XX/XXXX which we provided. There was a 30 day period where I called and emailed Bank of America for a loan update and could not get someone to respond to me. Finally early XX/XX/XXXX we heard that there were a couple problems and our loan XXXX had a solution. We kept asking for updates either emails or phone calls which were few and far between. At the end of XX/XX/XXXX we were told that our loan application was cancelled because XXXX of our credit scores needed to be XXXX points higher because of a loan modification done years prior. If we knew this was a problem months ago we could have changed some of our financials around while waiting for the underwriter to get back to us and then have our credit pulled again. 
We decided to give Bank of America another try and early XX/XX/XXXX we started the refinance process again with the same loan XXXX. She had most of our important information already and we just needed updated financial information to send over. We paid for XXXX appraisal on XX/XX/2016 which was scheduled for XX/XX/XXXX. XX/XX/XXXX our loan XXXX emailed and said she was waiting to hear back from the underwriter on the document we provided on XX/XX/XXXX and she would call us after she followed up with him the next day. On XX/XX/XXXX she had sent an URGENT email asking if we had more funds to show that we could pay 2 months of mortgage payments. She wanted bank information from me that I sent over the same day. On XX/XX/XXXX I called the branch and could not get through to anyone, I emailed our loan XXXX. I called a few more times and finally got an email back saying she was in meetings and she would call me later that day. She did infact call me. She told me that our loan had been cancelled!! I thought she was kidding me, we were in the final stages of the underwriter process with the title company working on our closing documents. We got the explanation that our folder had been put in the wrong stack and because there was time sensitive information the loan had been cancelled. She went on to tell me that there was nothing that could be done at that point. 
I am completely furious at the incompetence of the loan XXXX at the bank. I called and talked to the assistant XXXX requesting refunds of both appraisal fees. XXXX was empathetic and talked to our loan XXXX so the refund request would be processed. I called XXXX, her branch XXXX and left him a message. He still has n't called me back XXXX weeks later. I was emailed a Commit Case document that the bank would process the requested refund of appraisal fees by XX/XX/2016. It is now 19 days later, XX/XX/XXXX and we have not heard anything about a refund. 
The lack of communication by our loan officer throughout this entire process was ridiculous. Our time and money was wasted during this exhausting process. At the very least we have requested our appraisal fees to be refunded and we will never bank with them again.

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