Consumer complaint received 2025-11-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CO

Complaint narrative:
We were originally scheduled to close on XX/XX/XXXX. On XX/XX/XXXX we were told our insurance through XXXX was not valid a week after we had provided them with our policy. We purchased a new policy through XXXX on XX/XX/XXXX and were told we we cleared to close for XX/XX/XXXX now. On XX/XX/XXXX our lending agent, XXXX XXXX told us that because we had not downloaded the final CD that was sent over on XX/XX/XXXX that they would need to generate a new one and we would be delayed 3 business days due to laws/regulations. We were never once told to download the CD and it was only added to my partner 's BofA mortgage account so I never even had the option to view it. On top of this, BofA told us their rule was the CD needed to be downloaded 7 days after it was sent over. That would have made XX/XX/XXXX the final day to download it and not XX/XX/XXXX. We never received an answer on why we couldn't close on XX/XX/XXXX. 

I tired escalating this to our lending agent 's manager for help, but she told us it wasn't BofA 's problem because it's a federal law/regulation. I asked for some form of compensation to offset our financial loses from the delay and she said no because the delay is a standard process. We were then told by XXXX directly that we would receive the clear to close on XX/XX/XXXX. She lied and her/her team never sent this over. 

On Monday, XX/XX/XXXX we called Bank of America at XXXX to confirm we were able to close at XXXX that day. Our agent told us her team was just logging on and everything should be fine. Later that same day we were told that we would not be closing as there was a " error '' in their system and we should delay. I immediately called our BofA contact but she ignored out communication. I then called BofA general mortgage support and explained my issue and that I just needed answers. This CA connected us with a new XXXX XXXX XXXX XXXX who was the only person besides the CA who cared and actually helped up. He said he's only seen this error a few times in years and said he was embarrassed about how BofA has treated us. We sat at the closing table for XXXX hrs waiting for the closing documents. At XXXX we were told to schedule closing for XXXX, which would have left us homeless for 2 days. We told him this and he pushed again from his side. We finally were given the clear to close at XXXX on XX/XX/XXXX for the next day. 

Throughout this 1 week process we were lied to, ignored, disrespected all while costing us over $ XXXX between various expenses brought on by the delays in closing. Our agent was completely ignored during this entire process, and if we never connected with XXXX ( XXXX ) we most likely would have been delayed further. We asked for compensation for the delays and provided receipts of the charges incurred because of the delays. We were denied any compensation. XXXX then appealed the decision and we were approved for {$230.00}. We still have not received this money a week after. We are looking to refinance away from BofA now.

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