Consumer complaint received 2020-09-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I had an appointment with XXXX XXXX XX/XX/XXXX @ XXXX at the BOA XXXX XXXX XXXX branch I needed some papers from the XXXX XXXX next door and he suggested that I go to XXXX while he made copies of the papers that I brought to him, It took me about 10 minutes when I returned he had 2 people in the same room and seat where we were talking., I was shocked, he squeezed through the door and gave me my papers, I said what happen what is going on, he said they have an appointment at XXXX, I looked at my phone it was XXXX, he said rudely I have to help everybody, I said but you didn't finish with me, so I took my papers and left, when I got to my car, I called XXXX and asked for his superior to call me, and to give me the name and number XXXX XXXX XXXX XXXX, I am still waiting for her call. I called XXXX on XX/XX/2020 to let him know that I am still waiting for her call, and that I wanted her superiors number and name, he said that he was out of town and that he will give it to me when he return, I still have not received the info.I went to the bank to speak with the Manager about the problems I was having with the Lending Department, XXXX XXXX was with a client, so I left and emailed him.on XXXX XXXX he returned my call XXXX XXXX, I explained to him what happened, and he said that he would call me back Friday XX/XX/XXXX, today is Tuesday XX/XX/XXXX, and I still have not heard from him. I hate to think that this is happening to me because of the color of my skin or my age. XXXX was not competent in handling my loan and he never seem to be listening to me. He said that he was not discriminating against me because he knew what it was like to be discriminated against, we are a different Race and Gender, so how can he compare discriminating to him. I feel that I was, and have been treated very badly by every one,  when I tried to make a complaint on the phone after holding for 2 hours on Wednesday XX/XX/2020, I spoke with XXXX from XXXX Florida she said I can't do anything if XXXX did not give you a file number, so I can't make a complaint just because he transferred me and did not give me a file number, so she put me on hold I ask for her employee number she got irritated and put me on hold again. after 10 minutes she came back on line and said that she need a file number, I said this is your department and you can't take a report after I held for 2 hours and 30 minutes on hold. After being put on hold for the second time, she ask for the name and location of the bank and who helped me I gave her XXXX XXXX  name, after 30 minutes she gave me a file number XXXX, she said in 3-5 days someone will mail or phone me, I ask for her supervisor 's name and phone number she gave me XXXX XXXX, phone number XXXX, I am still waiting for her to call me and for me to receive any correspondence from anyone.. The 800 number was not related to BOA, it was a soliciting number. I have never in my life had so many people that work for BOA be so rude and aggressive and Arrogant and discriminating to a customer it was if they they have no fear in loosing their jobs or being reprimanded. I certainly hope that this kind of action will be corrected and someone will be held accountable for everything that has happen to me, it is very unsettling and nerve racking. I hope that you can shed some light on all of the action that have been distributed toward me, so that no one else will go through this, I am very sure that it has happen before, they were too comfortable with what they are doing..

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