Consumer complaint received 2025-11-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am filing a complaint regarding a refinance application handled by a Bank of America loan XXXX, XXXX XXXX XXXX XXXX XXXX. The handling of my application involved significant delays, failure to provide required disclosures or guidance, inaccurate explanations, and communication issues that ultimately resulted in my loan being denied and caused financial and personal harm. 

1. Process Delays and XXXX of XXXX XXXX From the initial contact to the actual start of the application, there was a delay of more than XXXX month, despite repeated follow-ups on my end. When I asked about the delay, the loan XXXX stated that she thought I was not in a hurry, even though I had clearly communicated the purpose and timing of my refinance. 
Throughout the process, I had to repeatedly provide the same loan information and refinance purpose because the loan XXXX did not appear to retain prior information. 

2. Failure to Provide Critical Appraisal-Related Information Before the application began, I informed the loan XXXX multiple timesincluding on a Bank of America XXXX XXXX linethat I was planning to remodel the kitchen and bathroom. I also shared an estimated timeline. 
The loan XXXX acknowledged knowing about the remodeling and later admitted that she did not know when the work would finish. Despite this, she never informed me that the property must remain in livable condition for the appraisal to satisfy underwriting requirements. 
Due to this lack of disclosure, the XXXX arrived on the first day of demolition, and the property was deemed non-livable. This directly caused the loan to be denied. 
If I had been advised of this standard requirement, I would have rescheduled the appraisal or delayed remodeling to avoid loan denial. 

3. Miscommunication and XXXX XXXX Bank XXXX XXXX online mortgage portal instructed me to wait for an agent to contact me after completing the initial forms. When the loan XXXX called, she incorrectly stated that I had not filled out the application properly. It was later clarified that the missing information was a portion that required manual completion on her end. 
Additionally, key instructions and loan-impacting information were communicated verbally only. I repeatedly requested written confirmation by email to maintain accurate records, but the loan XXXX declined to provide written follow-up. 

4. XXXX XXXXXXXX and XXXX XXXX XXXX to the loan officers failure to provide necessary guidance and the resulting loan denial : I incurred {$2100.00} in appraisal-related costs, which can not be refunded because the loan was denied. 
I experienced significant delays and now must restart the refinance process with another lender. 
The denial was directly caused by avoidable miscommunication regarding remodeling and appraisal requirements.

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