Bank of America Mortgage
Refinance Canceled Over Title Issue After Poor Follow-Up

We started the process to refinance our existing BOA mortgage when rates had gotten below 4%. Even our buddy, a mortgage broker, couldn't beat the deal plus because we were such good customers (supposedly), we didn't have to have an appraisal.

The original guy was like a salesman and very upbeat and nice. The first loan processor was ok, and did most of the communicating through the mail but I did speak with her once. THEN it was switched to Rhonda Keen, the 2nd idiot and it's been a nightmare ever since. I never hear from her and even though she said she'd call every Monday to keep me updated, she has not done so. She left a message on Dec 22 so I returned the call and of course got caught up in voice mail. I left a message and never heard back. Today, the 27th, I call and find out our mortgage loan has been canceled because they are unable to receive a clear title. I was told to clear it up and then reapply. I don't think so. After speaking with 3 people, I finally found someone who wanted to help and she did a 3-way call with the title company and all they needed was our HOA management company's phone number. Then they asked if we were married and that was it. Hopefully, this is going to be resolved or there is going to be some kind of fireworks from us, since this is going on the 3rd month. If the rate wasn't so good, I'd just do it somewhere else! I must say that Kathy Loudano was fabulous and has been the only one through the process to offer any type of customer support.

Company: Bank of America Mortgage
Country: USA

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