Consumer complaint received 2026-05-20 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA

Complaint narrative:
Mishandling of HELOC Application, Repeated Closures Without Notice, Lack of Communication, and Possible Discriminatory Treatment I have been a Bank of America customer for over 22 years and a Preferred Rewards client. Despite this long relationship, the treatment I received during my recent HELOC line increase request was unprofessional, negligent, and deeply concerning. Timeline of Events XX/XX/XXXX I contacted Bank of America to request an increase on my existing HELOC. XXXX XXXX assisted me and was professional and helpful. I immediately began uploading all requested documents to the BOA portal. I checked the portal twice daily to ensure everything was submitted promptly. XX/XX/XXXX I received a voicemail from XXXX XXXX from the processing center. I returned the call immediately and left a message. She called back the next afternoon and requested additional documents. She stated she would be my point of contact and would provide weekly updates. That same evening, I uploaded all documents and emailed her confirmation. For the next week, I continued checking the portal twice a day. No new requests appeared. XX/XX/XXXX When I logged into the portal, I found a message stating that my application was no longer available. I called the processing center and was told the application was closed due to missing documents, even though I had never been notified of any outstanding items. I contacted XXXX XXXX, who confirmed that the portal was closed and therefore I could not upload anything. He emailed XXXX XXXX ( ccing me ) explaining the issue. The application was reactivated. At no point did anyone call me to explain what happened. XX/XX/XXXX I received another list of document requests by email, many of which I had already submitted. I uploaded them again and even faxed them from a Bank of America branch to ensure timely delivery. I emailed XXXX XXXX confirming everything was sent. XX/XX/XXXX XXXX XXXX replied that underwriting was reviewing the documents and that the process would take 57 business days. After this message, I heard nothing for three weeks. XX/XX/XXXX I received yet another request for documents I had already provided multiple times. The only item I could not provide was a XXXX balance sheet for a business in which my husband owns 25 %. I explained that balance sheets are prepared when taxes are filed and offered to provide bank statements showing income and expenses. After XX/XX/XXXX, I received no further communication. XXXX I called the processing center to check the status. I was informed, again, that my application had been closed without any courtesy call, email, or notification. I escalated the issue and spoke with a manager, XXXX XXXX, who said she would investigate and could reopen the application. A few days later, XXXX XXXX contacted me saying the application was reopened and again requested the same unavailable balance sheet. At this point, after repeated closures, lack of communication, and unprofessional handling, I decided to stop the application process entirely. Additional Concerns This is not the first time I have had a negative experience with Bank of Americas underwriting team. The first time I applied for a HELOC, in XXXX, the process was also mishandled, and I escalated the issue to senior management. Given the repeated issues, lack of communication, and the way I was treated, I can not help but question whether my ethnicity ( XXXX ) played a role in the poor treatment. I sincerely hope this is not the case, but the pattern is concerning. Impact My application was closed twice without notice. I was never given timely updates despite being promised weekly communication. I repeatedly submitted documents that were ignored or lost. I spent significant time checking the portal, faxing documents, and following up. I felt disrespected and undervalued as a longtime customer. I have now decided to move my banking relationship to another institution. Requested Resolution I am requesting that the CFPB review Bank of Americas handling of my HELOC application, including : Failure to notify me of application closures Repeated requests for documents already submitted Lack of communication from assigned representatives Possible discriminatory treatment Overall mishandling of the application process I want accountability and assurance that other consumers, especially those from minority communities, are not subjected to similar treatment.

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