Consumer complaint received 2015-07-07 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
Contacted bank of America as I received information that I could qualify for a lower interest if I refinanced. Started the process and everything was smooth quick respond time and communication. Once I faxed off all the information that they requested communication became a struggle. I would n't get call backs or they would call me days later saying they needed more information or that my pay check stub was cut odd at the top. Refaxed. Called left message to make sure that they had everything that they needed was assured that I was all set and it was going to the next step. Within XXXX days I would receive a package in mail saying they needed more information. Call again to be told they needed another form. Fax it off. Receive a phone call from some woman that she needed the phone number to my credit union. Gave that. Now I had been speaking to a XXXX XXXX, XXXX XXXX, tried getting a hold of XXXX XXXX and numerous other managers Left messages to no avail for days.Now I told them that I was so unhappy about this process and that I was trying to refinanace and that they held my mortgage for the last XXXX years with not XXXX late payment and feel that they were just making it harder then neccassary and at that point was ready to go with another company when I recieved a message from XXXX apoligizing saying " they do n't mean to harrass. Or aggravate me '' I was like ok I 'm this far in and so beyond everything that I decided to continue. Received a call from the appraiser that they told me I had to use but I had to pay XXXX $ for and schedule to have the appraisal done. Gentleman came out and I received the appraisal in mail and was beyond livid, he appraised my house at exactly what I paid XXXX years ago. Now I have put on a new roof gutted the bathroom new water heater and put all new bamboo flooring on the first floor. Plus all the houses have gone up in value and I seem to be the only one to stay the same. Then on Friday XXXX XXXX a message at XXXX from a blocked number and it was someone from B ofA stating he only received appraisal a half hour ago and that we need to redo the refinancing ( I feel as if they knew what they were doing and that they had this appraisal done knowing that without value put into my house that I could n't get my pmi taking off ) and off course there is no one that will talk to you call you back or even get a human. Left XXXX a message that I was calling it quits I have been never been treated so poorly and that they have acted like they are doing me a huge favor by letting me refinance. I asked him to justify the appraisal as the houses that he used were XXXX from 2014, XXXX from the beginning of this year and none of them even close to my neighborhood and of course I still have n't heard back. Now I may not be the smartest when it comes to this type of matter but as I told him I was a XXXX. For many years I have a friend who is an appraiser ( suggested I do complaint and try to recoup my appraisal money ) and know when things are not right. Was hoping you could help me in this matter so I can at least feel like in worthy of owing my home. And try and recoup my money from the appraisal as I know I wo n't get all the time I spent on this ridicules process that leaves you feeling like you are just a little less human.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation