I have been a Bank of America Customer for almost XXXX 

My deposit accounts, loans, and mortgage are with Bank of America. I have never been late on a mortgage or loan payment. I have never gone over my limit on my deposit accounts. I have been a very good customer for the bank since XX/XX/XXXX. 

In XX/XX/XXXX, Bank of America sent me a " pre-approved '' offer to refinance my mortgage, highlighting the savings I would realize. 

I called in to the telephone number on the pre-approved offer and spoke with XXXX XXXX, NMLS # XXXX about the offer. Thereafter, I completed my refinance application, submitted supporting documentation, had an appraisal completed on my home, and paid processing fees. 

My Loan Officer, XXXX XXXX, NMLS # XXXX was wonderful on the XXXX calls when I was applying and offering a deal. Then he vanished. Weeks went by without him answering my calls and requests for information. The few times I spoke with him, all I got was, " everything is fine, we 're going to close very soon ''. I got pawned off to his co-workers on several occasions, and although they were pleasant, all they would tell me was that it was n't THEIR file, and XXXX was unavailable. XXXX voicemail has stated that it is " XX/XX/XXXX '' for over two weeks. 

I called XXXX manager, XXXX XXXX, at least XXXX and she never once answered her phone. Ever. I left XXXX XXXX messages begging for a call back and for help. She never even returned the call. When I attempted to call her voicemail most recently, a very chipper voice informed me that she ( XXXX ) was on vacation for the next week. 

Since I started my application, my quoted price has increased because my appraisal came in lower than expected and I needed Mortgage Insurance ( conveniently provided by Bank of America ). I agreed. Today, I was informed that my loan to debt ratio was off by 1.27 percent, and that we might need to restructure, but again, I would need to speak XXXX XXXX to work this out. 

The worst part is that Bank of America also decided to sell my mortgage in the middle of the refinance process. Again, no answer when I called begging for information and support. 

This is outrageous. You do n't treat your customers like this ; in any industry. I just want help. That 's all. 

Please help me. 
