Consumer complaint received 2017-08-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I had been trying to refinance my home with Bank of America ( who holds my current mortgage ). I initially contacted them in XX/XX/XXXX when I needed my house re-roofed. I was told to get the work completed before continuing with the refinancing of the mortgage. After the work was completed, I contacted B of A to continue the process. I was told ( on the phone ) on XXXX XXXX 2017, that I would need to provide a credit card number so Bank of America could charge my card after the appraisal of the home had been done. I was assured ( on the phone by XXXX XXXX ) the charge would not be made until after the appraisal had been completed. I spent many hours during the next two weeks providing numerous pieces of documentation. On XX/XX/XXXX, XXXX XXXX ( the rep I had been working with ) told me we had only a couple more days to complete the process of my submitting documentation and that he would not be in the office for the next couple days. He asked me to email him asking for a couple extra days just in case the documents did not get filed. ( I had never been previously made aware that we were on any kind of timeline. ) I emailed him that request. XXXX instructed me to work personally with XXXX XXXX. There were only two more pieces of information that needed to be submitted. The following morning, I had both pieces of information faxed to the number XXXX had requested I use. XXXX emailed me and said only one of the two faxes could be found. Friday morning I had my life insurance rep ( who needed to provide one of the documents ) again send the fax he had sent the previous day. I had him send it to XXXX XXXX 's work fax number - assuming it was easier for XXXX to locate. Later that day when I got home from work, I saw an email from XXXX asking that the fax be sent to yet another fax number. I was not going to ask my insurance rep to fax the document a third time. 
Throughout this entire process, there had been many times when I 'd provide information - only to be told later it had to come directly from another source - or the other source provided documentation, and I was then instructed it had to come directly from me. I had become increasingly frustrated and felt as if I was deliberately being misled. On Sunday night ( XX/XX/XXXX ), I emailed XXXX XXXX and explained how things had played out with XXXX and that I was unhappy that our time had apparently " run out. '' I received no response from him. Today, I checked my credit card activity, and I saw that my card had been charged for the appraisal fee on XX/XX/XXXX. I verified that with my credit card company. The person I talked with gave me the Bank of America phone number I would need so I could discuss the matter. I called at approximately XXXX XXXX. I talked to an associate and explained the situation, and my call was transferred. I then heard an automated voice tell me to, " Please hold. '' That same voice then told me there was no answer and that the call would be disconnected. And it was. I am now out {$520.00} that was charged to my credit card for an appraisal that was never done - and apparently I am unable to talk to anyone at Bank of America or get them to respond to my email.

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