Consumer complaint received 2016-01-09
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (NY)

My husband and I initiated a home mortgage loan with Band of America XX/XX/XXXX. All the documents were submitted to get preapproval. An offer was made on a home XX/XX/XXXX At this point is where everything consistently was mismanaged. We submitted documents in a secure email to finalize the loan to have it completed before the end of the year, the contact XXXX . XXXX 's did not open the email. Repeated attempts to contact XXXX . XXXX by both email and phone were unanswered. After one week he called and said he did not get the documents. I explained that I had sent the documents giving him the date XX/XX/XXXX. He told me I had not sent them, I explained that they had been sent to both contacts and that he should have them. He asked for a date that I sent the documents and I gave him the date. He pulled it up and said, " I did n't open the email, and he would now send it down. '' A few days later after leaving messages to try and see if the bank had established a closing date before XX/XX/XXXX per the initial verbal agreement, XXXX . XXXX 's sent an email stating because the email had not been opened he would delay the loan process. I then received an email a week later, " stating '' I did n't mean to say that it really did not delay the process. ( This was due to a concern I had lodged with our liaison XXXX XXXX ) XX/XX/XXXX our attorney 's office, XXXX XXXX, contacted XXXX . XXXX 's to ask if a XXXX XXXX was needed. XXXX . XXXX 's stated no bond was needed. On the delayed date of closing, XX/XX/XXXX, after XX/XX/XXXX the attorney was told in the morning that the XXXX XXXX was now needed. This necessitated us hiring another attorney who had a XXXX XXXX, incurring additional costs to pay another attorney. The other attorney was unable to log into the BoA required document portal and multiple calls were made to BoA, the help desk, and others. Without the help and assistance of XXXX XXXX at BoA I am not sure that we could have accessed the portal. Had XXXX " XXXX '' XXXX given the correct information at the beginning of the loan process to our attorney XXXX XXXX the additional costs would not have been incurred. 
Closing documents were sent for us to review, but the documents were sent to XXXX our previous address as we are now living in XXXX. I explained that to XXXX . XXXX 's and he agreed to email them. When I received the documents they were incorrect, I contacted XXXX . XXXX 's and he agreed to correct and resend. Instead of sending to us in XXXX or by an email he again sent them to XXXX. I have yet to receive correct closing documents. 
Home appraisal was done in XX/XX/XXXX and was supposed to be in our hands before closing. I requested multiple times a copy to be emailed or sent to us in XXXX. We received the appraisal in XXXX on XXXX/XXXX/XXXX, several days after closing. 
The home loan documents were incorrect for closing costs. The attorney requested corrections multiple times and the closing disclosure was incorrect. The attorney called trying to clarify multiple entries made on the closing cost forms to disburse the money and XXXX XXXX did not know what the entries were listed on the form. The incorrect receipt of documents necessitated the attorney to determine the closing costs and provide an accounting. In order to close on the house we had to wire transfer XXXX to the attorney despite the accounting from BoA showed that our costs should be XXXX the final accounting was XXXX ( or as best the attorney could figure out ) Additional costs were incurred in attorney fees as the attorney had to determine what the actual final closing costs were. 
Not only did our closing get delayed due to an email not being opened, but the bank representative blamed multiple people and did nothing to rectify it. I spoke with XXXX . XXXX 's on XX/XX/XXXX