Consumer complaint received 2023-01-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX, due to the misleading information and terrible service received from Bank of America on multiple occasions, I requested in writing via email that my application for a HELOC be withdrawn/canceled with the bank ( whom my wife & I also have bank accounts and a credit card ). I was emailed back that I would receive a confirmation that I'd withdrawn/canceled my application. While XXXX XXXX- the original rep- did not respond, her supervisor XXXX XXXX confirmed in writing via email that it would be canceled. 

However, Bank of America then continued to process the application, sending documents to let me know they'd done everything from pull up my credit file and stating they'd conducted an ( unapproved, illegal ) appraisal of my home, to contacting my insurance company, XXXX XXXX, on XX/XX/XXXX and XX/XX/XXXX without my knowledge to demand they be added as a lienholder on our homeowner 's insurance ( I know this because my agents at XXXX XXXX emailed me directly to ask if they should comply since I had not authorized this ). In addition, my wife and I continued to receive packages from Bank of America almost daily in the mail, demanding private information including my pay stubs, tax records, and more - even though, as mentioned, our application had been canceled/withdrawn from Bank of America XXXX 

On XX/XX/XXXX, I emailed XXXX XXXX at Bank of America again to stop the barrage of demands they were sending us in the mail for documentation. She responded on XX/XX/XXXX stating " We truly apologize, but you should not have been receiving documentation or demands as both applications were closed in our system. I have attached the letters indicating that we did not proceed with the request of both applications. '' ( She did nothing to investigate/stop the paperwork from continuing to be mailed to our home. ) However, the letter she attached to that email ( which they also mailed to me, received via USPS today XX/XX/XXXX which they had backdated to XX/XX/XXXX ... after our last conversation ) did NOT say our applications were canceled/withdrawn, but rather were Adverse Action Letters that stated the application was DENIED based on my credit file and inability to verify my application information. 

This is patently false, as my credit file never should have been pulled since I'd already canceled my application, and my application was never denied because it was canceled before it was even completed! The letter from them is outright fraudulent, and I contacted them again today XX/XX/XXXX to advise them that they needed to send us a letter stating the application was withdrawn, NOT declined, and to remove the credit inquiry from my credit file since my application was withdrawn before it could be processed. 

I have attached copies of email and written communications related to this.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation