Consumer complaint received 2022-04-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I filed a complaint against Bank of America on XX/XX/XXXX that its negligence in carefully reviewing the Insurance Loss Inspection Reports resulting in more money being released to the contractor who had underperformed in the percentage of work to warrant that sum of money. From XXXX till now, 53 days had gone by, with 35 emails encounters. The primary individuals from BofA I had communicated with were XXXX XXXX, BofA Regulatory Complaints, and XXXX XXXX, Property Claims. Very unfortunate that those issues were never resolved through those two individuals To be specific, XXXX XXXX, who had used avoidance not to answer questions that I posted to him, not providing email for a more efficient way to communicate, deliberately delay in answering emails or calls by constantly making excuses from very busy, to not receiving my emails ( when they were confirmed received ) ; creating confusion by pretence that he did not recognize an individual when that person had been in contact with him several times. 

The Response from BofA through XXXX XXXX was filled with lies to mask underlying issues BofA has with me, a great 40 % to 50 % of the Response content was addressing funds issued by BofA, fund disbursed to me instead of addressing how they neglect reviewing the reports closely, knowing the content of the reports were incorrect and still releasing funds to the scrupulous contractors. 

I realize money being scammed by dishonest contractors is not a responsibility of BofA, but promoting inefficient check and balance in the reviewing of those Insurance Loss Inspection report process, and creating an opportunity for those scrupulous contractor to scam bank customer is what BofA must be responsible for. In accordance with the Bank of Americas ( BofA ) three pages Claim Notice Procedure sent on XX/XX/XXXX ; on page 2, bottom paragraph, under Step 4 : Schedule an Inspection ; Inspections are required throughout the claim process to validate repairs are progressing and to support release of additional claim funds and Step XXXX : Received additional payments from us : Once we review the inspection results, we will issue a subsequent disbursement. 

How I spend the funds, and who to spend it on is my responsibility, trusting BofA to exercising full judgment whether to release or not release that money through the validation and accuracy in those reports is the responsibility of BofA and its subcontractor XXXX XXXX XXXX. Had BofA reviewed the XX/XX/XXXX inspection reports properly, and going through the procedure to validate work completed against accompanied photos, it would have failed to validate, and the 60 % job completion was also not supported. BofA should never had release the second disbursement, and yet BofA approved of a second funding release. BofA was either negligence in properly reviewing the inspection report ; or knowingly major falsify data appeared in the report and chose to ignore them. This is an act of collusion between BofA and XXXX to release 60 % of the funding when only 33 % of the fund should have been released. 

It is evident that BofA had gone through great length in protecting XXXX from wrong doing ; that is, producing falsified Insurance Loss Inspection Reports repeatedly. Someone within BofA is in collusion with XXXX  to scam bank customers leading to losing their money to dishonest contractors. This form of collusion within BofA is deeply seeded and I am requested appropriate federal agency to be involved with a full investigation. I am sending as an attachment the email encounters I had with various BofA staff in support of what I am saying is the truth.

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