Consumer complaint received 2021-09-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MS
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX, I applied for home mortgage loan with Bank of America. I thought with my pre-qualifications this process would be easy. Pre-Qualifications : Fico score on application XXXX, banking experience with Bank of America : approximately 20 years existing mortgage loan : exceptional payment history There advertisement indicate a 10-day or so pre-approval process. However, for several weeks, I did not here from a Mortgage representative. XXXX XXXX XXXX ID : XXXX Call log XX/XX/XXXX XXXX XXXX  ( XXXX ) XXXX XXXX left a message on the voice mail of XXXX XXXX XXXX ID : XXXX XX/XX/XXXX XXXX XXXX  ( XXXX ) XXXX XXXX left a message on voice mail of XXXX XXXX XXXX ID : XXXX XX/XX/XXXX XXXX XXXX  ( XXXX ) XXXX left a message XXXX XXXX NMLS ID : XXXX XX/XX/XXXX XXXX XXXX  ( XXXX ) XXXX contacted supervisor XXXX XXXX XX/XX/XXXX XXXX XXXX  ( XXXX ) XXXX contacted supervisor XXXX XXXX  On or about XX/XX/XXXX, spoke with Supervisor XXXX XXXX, XXXX XXXX supervisor who assured me the XXXX XXXX would contact me. XXXX XXXX was very dismissive of me and spoke with me less than a minute. 

A few days later, I received a call from XXXX XXXX, the assigned Mortgage specialist. I recall feeling uneasy with him and his ability to service my loan application for during our conversation, he begin to request information related to my sex, race, and disability. I felt very uneasy with the line of questioning., because I did not understand why he was requesting this information, for I believe this was provided on my application. Further, my sex, race, or disability did not have anything to do with his lack of responsiveness to my application. I paused for a moment, thinking, a person who was making a final decision on my pre-qualification/pre-approval letter, should not be allowed to engage in questioning of applicants, as a part of a pre-qualification/pre-approval process. But to later learn from XXXX XXXX, that XXXX XXXX, flag my application and requested that it go through extensive pre-qualification/pre-approval process without just cause, confirm my worst fears ; there would be some type of bias in how my application was being handled. 

Over the next few weeks, XXXX, continued to request the same documents repeatedly, that were previously provided, and asking me to explain discrepancies for things that were apparent. XXXX XXXX and XXXX XXXX agreed that the practice was highly irregular, but they continue to treat me and not follow the normal process. 

Frustrated with the treatment, I requested a decision letter, verbally several times, and on XX/XX/XXXX in writing & again today XX/XX/XXXX. 

Today, I noticed that my access to the mortgage navigator, that controlled my access to all communication and documentation was removed, yet online there is no letter with the decision. Therefore, I escalated this to the complaint team. I also stated that I no longer want to be contacted by XXXX XXXX or XXXX XXXX, yet today XXXX XXXX called me. I don't know what the purpose was for calling me to intimidate me or persuade me that this was my fault that I have not receive pre-qualification/pre- approval. XXXX XXXX claimed that because he doesn't have my XXXX w2, he could not approve it, although he has my XXXX tax return. The XXXX tax return is the required documentation which is the most valid information. 

Please assist in resolving this matter.

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