Bank of America Mortgage

I called Megan ** (Rex manager), she said that she would have to get with her team to get this resolved. I called Megan again on July 8th, she said they are waiting for their appraiser to correct a minor error on the report, and that’s all they need to close. On July 9th, I received multiple notifications of other documents they need, which was sent to the prior. Still waiting for them to get their act together to close. Don’t have a date yet!

On Wednesday, January 13, 2021, as I was driving my fully-loaded rental truck out of Denver, I received a call from the senior loan officer. He sheepishly informed me that someone on his team had failed to file paperwork on time. Apparently, because of all the games that bankers played with mortgages prior to the housing bubble bust, laws were in place stating that all paperwork needed to be filed three business days prior to closing. He said the paperwork filing error meant I could not close on Friday, January 15, 2021 as scheduled. He went on to say that my closing would have to be pushed to Tuesday, January 18, 2021 because I wouldn’t be able to close on Saturday and Monday was a holiday. I was stunned.

I pleaded with him to find a way to fix THEIR error. I explained that I had just moved out of my apartment in Denver, had started the 847-mile drive to my new home, and that I was to begin work on the day prior to the adjusting closing date. He asked me to put my concerns in writing so that he could see if there was a way to work things out. I put my concerns in writing. It was then that BOA began to ghost me and not respond to my communication attempts. (Note: They do know how to reach me each month with a mortgage payment reminder.)

You can probably imagine how mortifying it was to call my new employer to request that I either be able to start on a later date or take unearned vacation time on my second day of employment in order to move into my home because BOA had screwed up my closing date. Then I got to be the person who showed up at their first day of employment in blue jeans because all of my professional attire was locked in the back of my moving van. Thank you for allowing me to make a fantastic first impression with my new employer, BOA.

The story doesn’t end there. I received a satisfaction survey from BOA – which I absolutely completed. After receiving my survey, someone at the VP level in BOA left a voicemail message for me. He explained that he was concerned about my experience with BOA, wanted to discuss it with me, and wanted to make things right.

I made numerous attempts to return his calls over the next few weeks. He never attempted to respond to any of my voicemail messages. While one of my stated concerns with his team was that they ghosted me rather than having a difficult conversation with me, the VP chose to engage in the exact same behavior. Weeks later, I received some modified paperwork from BOA, but without any letter or call of explanation. By comparing the original and new documents line-by-line, I was able to see that BOA had knocked off a few hundred dollars from my financial commitment, presumably as their attempt to “correct” their error.

Don’t apply for a mortgage from BOA. I have preferred-customer status with them, which is why I sought my mortgage loan from them, and they still chose to treat me incredibly poorly. In case anyone from BOA ever reads this post, I do want to share that the only person on their mortgage team who I do not hold accountable is the low-level staffer who made the error. People make mistakes. How we respond to our mistakes says a great deal about us. The management team in BOA mortgage showed their complete lack of character in how they chose not to respond to their mistake.

The letter said, "if you don't need any more assistance, please start making payments by August 15th to bring your account current." Made my payment on August 4th, they debited it from my BoA checking account without delay. Made another payment in September and they still haven't applied both payments to my account. I've called multiple times and I get the same answer. My customer relations manager at BoA, Robert ** told me there is a system issue and that's why the funds haven't applied. He admitted this on the phone to me with all the other representatives.

I was supposed to have a nice big wedding this year, but that got cancelled because of covid. Did a small ceremony at home. Trying to buy a home with my wife and the new mortgage company says the system says I'm late on my payments. I am not! I have the statements showing I paid. BoA wouldn't even issue a letter stating my account is current. The manager declined because they don't want to admit fault.

Now in order to get the house of our dreams, I have to be excluded from the loan and my father in law has to co sign for us to get this house. Absolutely ridiculous! This is the type of service a big corporation gives its loyal customers. They can't even fix this mess in a timely manner and they don't have the decency to admit it in writing because they know they will be sued. Do not use them. I am leaving them as soon as I can get out of this loan.