Consumer complaint received 2024-08-24 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Negative impact of inaccurate appraisal
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
In XX/XX/year> we applied for a equity line of credit with BofA. Our loan agent assigned to us was XXXX XXXX. XXXX XXXX was emailed documents that she requested. XXXX. XXXX then wanted our tax statements for the last XXXX years. I sent them from a BofA branch ( XXXX pages ) as XXXX XXXX advised XXXX XXXX was hard to get a hold of and was not calling me back. When I finally connected with her, she said she never got the tax statements. 
I then asked for her XXXX, XXXX. XXXX said she would connect me, I was then connected to XXXX XXXX, ( I heard giggles in the back ground ). I then sent the tax forms again to XXXX. I was told an XXXX name of XXXX XXXX was going to come and appraise our home.. I informed the XXXX XXXX of the property being zoned XXXX residents and we rely on income from the other address here which shows on our tax forms as income. I was then told that XXXX 's ( Additional XXXX XXXX ) do not qualify as income. I then mentioned this property is zoned XXXX residents and it is not an ADU. 
When I again called to speak with XXXX her voice mail informed that her XXXX XXXX. XXXX was available if there was a problem..Well I now was upset as I was told XXXX was the XXXX.. I spoke with XXXX XX/XX/XXXXand told her I was mis-informed about whom was the XXXX... I then told her that our property is zoned XXXX to XXXX residents as noted by the county.. I sent XXXX XXXX XXXX documents. I then called XX/XX/XXXX XXXX and informed him about our property zoning and that I also took XXXX classes for residential and commercial and passed them both.I informed him to please look at XXXX XXXX records and the property description. Mr.Plessas told me he was going to appraise it as a single family with an ADU.. I said if you do that we wont qualify XXXX then told him a previous XXXX 3 years ago was suspended and fined regarding this property with XXXX, XXXX what your going to do if you use the wrong form ... I then received a call from XXXX XX/XX/XXXX. I was informed the XXXX is not going to come out and that she was sending another XXXX out and I could not talk to him at all! I then said if they use the wrong form we wont qualify, that didn't matter to her and she again told me DO NOT TALK TO HIM ... I then said this loan app has been going on for XXXX long and rates are going up. I asked her to cancel the loanXX/XX/XXXXXXXX said XXXX told her your just costing us money and time. She said she was sending a rejection notice ..I did receive the notice on XXXX do to debt to income rejected.. We would of qualified if they included the second property income as it was described in the tax forms that were sent to them.. 
We then applied for a loan with another company and we were approved with no problem ..However rates went way up in the mean time and our credit rating went down because of BOFA and XXXX XXXX month time frame with the previous application... 
If you would like documents and also the suspension and fine of the previous XXXX I will attach XXXX you .. XXXX

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