Consumer complaint received 2019-10-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NM
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX, I visited the Bank of America located at XXXX XXXX, XXXX, NM. I started my mortgage refinance process with XXXX XXXX. Between him and the underwiters, they took too long gathering my information and the loan timed out. I was in no way in control of this happening, as the information they were seeking was not in my control. Instead of requesting that information at the appropriate time, they waited until two weeks before the loan would time out before they even attempted to get that information. There was no communication to me at all that they were seeking any of this information. XXXX XXXX was also verbally aggressive to the front desk associates at my work, XXXX XXXX XXXX, and would verbally berate them if the manager was not in the office at the time of his phone call. I spent approximately {$550.00} out of pocket on this, including the appraisal on my house. There is also a mark on my credit due to a hard inquiry. Once the session timed out, I mistakenly thought it was just that specific BOA location that was the problem. I went to the BOA location that is in XXXX XXXX, NM. I started a new process with XXXX XXXX. He told me that a new appraisal would be issued on my house and that I would be refunded the cost, due to BOA screwing up my last attempt. I was charged and refunded for an appraisal. I asked XXXX XXXX why an appraiser never scheduled with me, and he assured me that the appraisal had already happened, hence the charge on my account. I was confused but didn't question it, since he assured me everything was fine. Again, I want to state that XXXX XXXX assured me that I was not going to be charged for a second appraisal. I was told multiple times through this process that they had everything they needed from me. After this, I wouldn't hear from Mr. XXXX for a week or so. Then suddenly the underwriters would need something else. This happened at least three or four times. The underwriters are beyond inefficient and unprofessional. Finally, my loan was approved and I was told I would be notified of when my closing date was. Instead, I was put in contact with XXXX XXXX. She apparently lives in Texas and is extremely hard to get a hold of. She also lied and stated that I was not responding to her phone calls when I absolutely was. She frequently ignores emails and phone calls from me. She stated that I need to have my house re-appraised because the appraisal had taken placed over 120 days ago. This is when I discovered that Mr. XXXX had lied to me and that a second appraisal had never taken place. I have repeatedly asked and asked and asked Mz. XXXX to have the appraisers contact me to schedule an appraisal. I have also been informed that even though it is BOA 's fault that this process has taken so long, I am to be financially responsible to their mistakes and I have to pay for the new appraisal. I even contacted Mz. XXXX 's manager to see if she could have the appraiser 's contact me. I have yet to hear back from her either. I received a call on Friday, XX/XX/XXXX, stating that I had a closing appointment on XX/XX/XXXX at XXXX XXXX. I went to the title company 's office only to be told that BOA has not given them my closing documents and had not returned their calls/emails. I now have two hard inquiries on my account and have paid approximately {$550.00} for nothing. I have to refinance my house as a condition of my divorce documents. Because of BOA mishandling my loan, my ex could take me to court. I am doing everything in my power to get this loan done and BOA has been an incompetent, unprofessional nightmare.

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