Do you want to know the answer to that??
Because BofA is not very good. Think about it. People walk in to BofA all day and get mortgages because they deposit their money there. If they suck at customer service, it doesnt matter because someone else will walk in tomorrow.
I (like many referral based professionals) need to provide excellent customer service TO KEEP GETTING REFERRALS. Sorry for the bluntness, but in my opinion, big banks are horrible.
Yes, you should have your docs, and yes you should have been given a complete explanation of the HUD statement. You probably wont get one though. If when you do get the HUD you want to go over it, I can explain everything to you. It wouldnt make sense for me to do the loan at this point, so there is nothing financially in it for me, but I am here to help regardless, so let me know what I can do in the name of keeping up lendings good name...