Consumer complaint received 2016-10-10 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ

Complaint narrative:
I am writing to inform you how both unprofessional and disappointed I am with the service I am receiving from Bank of America Home Loans - particularly from XXXX XXXX, the Vice President and Centralized Sales Manager at Bank of America Home Loans in XXXX, Florida. 

Back on XXXX XXXX, 2016, I emailed XXXX, as suggested by XXXX XXXX, a loan officer handling my refinancing file, to ascertain if I could receive a refund for my appraisal because the refinancing of my mortgage failed. When I did not hear back from him regarding my inquiry about the refund for my appraisal, I again emailed XXXX XXXX asking who else I could speak with. 

On XXXX XXXX, 2016 XXXX finally responded to my email. XXXX responded stating, although he is sorry, Bank of America could not refund my money for my appraisal because Bank of America gave me an additional option to make my refinance go through. My second option was to consolidate my current mortgage with the balance of my SBA loan. I made it clear to the people working on my file the SBA lends me that money for a very low interest rate ( 1.68 % ) ; therefore, if I consolidate the loans, I would increase my payment. Clearly this is not a viable option for someone looking to make her payment less. 

I asked XXXX to please call me so I could discuss this further with him. This request was made through email and a voicemail I left on his office phone. That was back on XXXX XXXX, 2016. 

Since then I have called and left XXXX XXXX additional voicemails on two different occasions. All of these times his voicemail states he is in the office, but away from his desk.. " Please leave a voicemail and I will get back to you. '' I have YET to receive a return phone call from this individual who is stonewalling me from receiving the refund I deserve. 

What I wanted to discuss with XXXX is that during this refinance process, the people working on my file were working with the SBA ( a loan that I obtained in order to rebuild my house after Superstorm XXXX ) to get them to subordinate on my loan. Bank of America claims they could not get the SBA to cooperate. Also during this time, Bank of America requested from me to pay for the appraisal for my home. I did as I was requested. Had Bank of America waited on their request for me to pay for the appraisal until more steps had been met, I perhaps would not be out the appraisal fee. 

In addition, when I speak with the subordination department at the SBA- XXXX XXXX XXXX has notes stating she was working with a XXXX XXXX ( from Bank of America ) on my file to subordinate my loan, but could not get this person to send over a copy of my homeowner 's insurance. Bank of America is obviously going to say they sent this over numerous times, but I am left in the middle of XXXX businesses unable to work together and because of that, I can not get a refund of my appraisal? 

I have had a mortgage with Bank of America for several years. During this time I have always paid my mortgage on time ( even during the times that I did not live in the home because it was destroyed ) and have been a loyal customer. I am dismayed at the lack of service and respect from XXXX XXXX who holds the title of Vice President at this corporation. 

I would like a phone call back from someone regarding this matter - other than XXXX, because clearly he does not care about his clients. 
PLEASE NOTE THAT I HAVE NEVER EVEN RECEIVED A COPY OF MY APPRAISAL.

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