I am in the process of purchasing a home. A critical task to qualify for the mortgage is to remove my name as an authorized user for the Bank of America credit card, account number XXXX. I contacted your office on XXXX/XXXX/16, requested to be removed and for written conformation to be faxed or emailed so that I could provide it to the mortgage company. For whatever reason, you stated that you could not fax or email the letter and that you would have to mail the letter confirming the removal. After waiting three weeks, I contacted your office again on XXXX/XXXX/16, XXXX/XXXX/16 and XXXX/XXXX/16, to request written confirmation. Since you failed to send anything after the first request, I demanded, and you agreed, that fax the letter directly to the mortgage company and mail it again. The faxes never went through and I have not received it in the mail. Without this letter, I will not qualify for the mortgage ; I will suffer financial losses and lose out on purchasing the home of my choice. I do not understand why you can not scan and email this very simple letter and why you would treat a valued customer in this manner. I would like the letter scanned and emailed to me immediately. 
