Consumer complaint received 2015-03-23 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
Bank of America mailed me several offers to refinance my home. On XXXX/XXXX/2015 I called the XXXX, FL sales office and spoke with XXXX XXXX ( MLS XXXX ) and began the refinance process. There were documents XXXX XXXX wanted immediately ( XXXX, XXXX pay stubs & savings statements ) so those documents were emailed to her on XXXX/XXXX/2015, however, the remaining refinance documents, that BofA mailed to my home, she stated could be mailed. So on XXXX/XXXX/2015 I followed her instructions which matched the instructions in the refinance packet, and mailed the remaining documents in the pre-paid postage envelope provided from a Post Office in XXXX, TX. Because the documents were of a sensitive and personal nature, I wanted to have the documents tracked, even though they were only going to XXXX, TX ( XXXX is a larger suburb of XXXX ). The post office clerk informed me that I could not " alter '' the pre-paid envelop and had to mail the documents as is. Needless to say, as of XXXX/XXXX/2015 the documents have not reach BofA 's documents center and are now considered LOST. The post office claims they do not have my package, and BofA claims they have not received my documents either. I am stuck in the middle with my personal information floating somewhere, with no real help available. BofA is claiming since the documents have not reached them ( something they can not proved or disproved ) they have no responsibility to help. Even though, it was their instructions and envelope, they do not track the packages in anyway ( nor to the note that information in the refinance package ). This seems ridiculous. Customers are mailing personal and highly confidential information to them from all over the country and they not only do not track the packages they also hinder the consumer from doing so as well. This process is very flawed and I am not sure what the Bureau can do, but I wanted this practice to brought to light. I was informed by a BofA representative, that mail gets lost every day, and there was nothing they ( or I ) could do about it. I was to either resend the forms or lose the refinance. What is even more frustrating, is that I was informed, after the documents were lost ( of course ) that I could have gone in to ANY BofA location and faxed the documents to the XXXX office for FREE. I looked and this was not noted in any of their instructions. They did supply a fax number but DID NOT state the option of going into a branch. That XXXX simple piece of information could have saved me from the frustration on the entire refinance process. I now have frozen my credit and researching a credit monitoring company to protect me from potential identity theft. My problem is not with the people I worked with, it is with the process that leaves consumers at risk. I trusted BofA and the have completely let me down.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief