Consumer complaint received 2025-03-21 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC

Complaint narrative:
I was taking out a home equity loan with the Bank of America. 
On XX/XX/year> I contacted the gentleman who was organizing the paper for the person for the agent, XXXX XXXX, in the Bank of America. He informed me that we were all up to date. 
That weekend I received 2 e-mails plus at least 2 calls that some additional paperwork had to be signed from XXXX XXXX. 
I did make an appointment to meet on that Monday at XXXX XXXX. I had to cancel the meeting on Monday because of XXXX  procedure I had at the XXXX  on my XXXX  on Monday morning and would not be up for the meeting in the afternoon. 
I did cancel the meeting and requested it later in the week on Thursday or Friday. XXXX informed my wife and I had that it had to be signed before then. 
I called XXXX XXXX if this was a true statement, which he responded it was not true. 
In the mean time XXXX left me a message that she was going to leave the paperwork at the BOA in XXXX XXXX XXXX which is 16 miles from my home and the bank we were working from was in XXXX about XXXX miles away. 
Because the extent of my XXXX I had to go back to the doctor on Tuesday and have my XXXX  checked and they changed the dressing. 
On my way home around XXXXXXXX XXXX I was depositing money at the Bank of America to my checking account I hear and see XXXX XXXX walking in telling, I assumed a manager that the XXXX were coming in Tuesday night to sign paper work for her..

I was at the other end of the store and heard my name being said across the bank.

I don`t understand why such a confidential transaction would be made public like she did.

I did send an e-mail to their supervisor, Please see attached E-mail : to XXXX XXXX Dear XXXX The reason the loan was cancelled by me was the irresponsibility of the staff handling it.

I will not put you through the duplication of my responses to your office but instead of having the members of your team blaming someone like me, they should look into why I cancelled it. Two things I will bring to light is I was in your XXXX XXXX Location and the person handling the loan was telling the manager that my wife and I were coming in to sign papers. Note I was in the bank making a deposit. The next was when I receive a message from XXXX saying if the loan was not sign by Thursday it would be cancelled. Check with XXXX and said it was not true. 
I made a request to XXXX that I did not want to work with the loan person and she said I would be working with her. Yet, I kept getting constant E -- mail & Voice messages from her.

I am requesting that my application be cancelled and all payments be put back into my account that includes the credit report.

I didn't cancel the loan application the poor service cancelled it.

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