Consumer complaint received 2020-03-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I contacted Bank of America ( BOA ) early in XX/XX/2019. I initially contacted their 1-800 number and was connected to their out-of-state office based in Florida. The Loan Officer thought it best, if someone local from Michigan handled my loan due to the time constraints. He referred me to a loan officer by the name of XXXX XXXX out of XXXX, Michigan. 

I spoke to Mr. XXXX and explained that I was looking to obtain a mortgage through BOA because after XXXX, I was directed to them as one of the best banks to secure a mortgage. I also explained that I needed to secure and finalize a loan by XX/XX/2019 because I had to move out of my apartment. Mr. XXXX assured me that it would not be a problem and it could be done. 

To put in bluntly, the process was a total nightmare. The entire process was done electronically. The information Mr. XXXX provided was inaccurate and/or incomplete. He provided me with a link to review and obtain the important documents through their Navigation system ; however, when I tried to get into the system, I was unable to for several weeks. After no assistance from Mr. XXXX, I called the 1-800 number he provided me with and spoke to a representative who walked me through the process. He also provided me with the name of Mr. XXXX supervisor ( s ) and explain to them the neglect and trouble I was experiencing. I contacted the supervisor, left a voicemail to no avail, as no one ever returned my call. 

After filling out and signing the loan application documents, there were several occasions where I signed and forwarded the documents to Mr. XXXX, only for him to call me repeatedly indicating that the underwriter still needed the documents I had already forwarded. For example, if I missed a spot to sign, he did not check the loan documents before forwarding to the underwriter, therefore delaying the process even further. I asked Mr. XXXX, if I could come into the office and meet to go over all documents, in order to make sure everything was correct and was denied same. I felt discriminated against that I could not come into the office, which I asked on several occasions. I decided to go into the BOA 's Navigation program to review the documents and discovered there were several outstanding documented needed that were holding up the loan process, that I had forwarded to Mr. XXXX. 

Finally, once all the documents were signed and forwarded to the underwriter, it took longer because there were steps that had not been taken by BOA. In the process, Mr. XXXX continued conversation with my realtor, who also kept pushing for a closing date. Then the realtor took it upon herself to constantly contact a XXXX XXXX in an attempt to speed up the process, to no avail. Then it came down to obtaining a closing date. I was told two different stories, the realtor blamed BOA and indicated that they had dropped the ball, and Mr. XXXX continued to tell me that he was waiting for the Title Company and that the figures were not adding up. 

CLOSING We had several closing dates, all if which fell through. I was told that possibly we could close on XX/XX/2019 but was waiting for BOA. Mr. XXXX told me that they were ready to close, but the figures were not adding up very suspicious. I asked on several occasion that I needed an attorney closing package, which never happened. 
I was so stressed out that, I told the realtor, BOA and the Title company that I was leaving work at XXXX to pick up the check, go to the bank and pick up cashiers check and head to the closing by XXXX XXXX. whether everything was in place or not, and if we were unable to close, I was going to contact my attorney. 

Approximately, 30 minutes prior to the closing time ( XXXX ). I received a call from Mr. XXXX going over the figures of the Disclosure Statement. I was extremely upset and unhappy and embarrassed how this closing happened. Only to experience at the closing, that there were some other documents and things that I had questions and no one to assist, as no one from BOA showed up at the closing and I was unable to provide my attorney with a closing package, who was waiting. 

To top everything off, I felt bullied at the closing, as the both realtors, the Title company on two separate occasions continued to tell me that it was BOA who caused the delays, dropping the ball and failed to provide appropriate information to close. I was left to believe that BOA was trying to delay, delay, as the seller was threatening to cancel the deal because we had go way past 30 days. 

Because of this, not only has BOA sold my account, which Mr. XXXX promised me that they would not, my job suffered because I had to do all of this transaction during working hours, which I am still catching up on work from XX/XX/2019. I had to move in with my son and his wife and sleep on the floor for two weeks and pay storage fees in short, I felt because I was a single XXXX women of age, I was severely discriminated against and treated unfairly.

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