Consumer complaint received 2016-04-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
I used XXXX to obtain a fixed rate mortgage from Bank of America. I begin working with XXXX in XXXX XXXX. I signed a contract on a home ( new construction ) in XXXX of XXXX. I received my loan estimate from XXXX on XXXX/XXXX/XXXX ( Copy of email Attached ). I was fully approved and met all of my conditions for my mortgage in XXXX XXXX. I also locked in my rate at XXXX %. I was assigned the loan number # XXXX. I received an email from a XXXX employee on XXXX stating that once the home is complete I will be clear to close ( copy of email attached ). I touched bases with XXXX in XXXX XXXX. He responded on XXXX that I needed to update him when the home was completed to prepare for the closing process ( copy of email attached ). XXXX provided me with a closing date of XXXX on XXXX ( copy of email attached. ) I received an email from another department of XXXX telling me that I had no bank application on file at all ( copy of email attached ). I emailed XXXX on XXXX/XXXX/XXXX to ask him why I did n't have a bank application on file 2 weeks before my scheduled closing ( copy of email attached ). He never responded. I left numerous voicemails, called XXXX main office and never received a response. I took off of work on XXXX/XXXX/XXXX to go to the XXXX office to find out what was going on. I was told by XXXX that there was a " glitch '' in the system and I had to do my entire loan approval process again and there was no way that I would close on XXXX/XXXX/XXXX, my credit has taken a nose dive as an effect. However, in my XXXX webfile, it says that my loan was cancelled out but no one will tell me why ( screen shots of XXXX webfile attached ). Also, no one from XXXX ever picked up the phone to call me or email me to tell me what was going on with my file. No one responded when I inquired. I spoke with several XXXX national directors and no one would tell me what happened to my original loan approval. I cc 'd the CEO XXXX XXXX on several emails and he never chimed in. XXXX national director, XXXX XXXX, told me that he does n't have the time to look into what happened with my file. XXXX also told me on XXXX occasions to let the home go and back out of the contract. I closed on my home on XXXX/XXXX/XXXX. The builder was going to impose a 2 % late fee, but out of generosity to me, they waived it. My ordeal with XXXX and Bank of America was a consumer nightmare. According to XXXX 's reviews, this is typical and unfair to consumers. The lack of customer service and mortgage knowledge is unacceptable. I need to know what happened to my original fully approved loan XXXX # XXXX XXXX and I need a letter written to all XXXX credit bureaus to explain that the additional hard inquiries were no fault of my own. 
During my entire time dealing with XXXX, I never once had access to my loan processor at Bank of America. This process is not fair. When XXXX was mishandling my application, I could not even speak to a representative at Bank of America for assistance. Their process is to refer consumers back to XXXX. I plan on taking as much legal action against XXXX, XXXX individual employees, and Bank of America as I can lawfully do.

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