Consumer complaint received 2026-03-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: KY

Complaint narrative:
XX/XX/year> - I applied for Bank of America XXXX XXXX XXXX XXXX XXXX card and it went into pending review. XX/XX/year> - I called to ask what information they need, I was told they can not provide that information and I will get in mail in XXXX business days. XX/XX/year> - I get the letter asking for pay stubs/proof of income and XXXX Verification form. XX/XX/year> - I go into branch and ask if there is a way to fax it in and the credit department even put the branch person on hold for XX/XX/XXXXand never came back. I later went home and asked if I can fax or email the required info in as the information requested is very sensitive and private and could be stolen/lost in mail, they reply very coldly and told me no and if I want to proceed then I need to mail the documents in. The same day I went and paid for express shipping to their XXXX XXXX XXXX that way the documents get delivered sufficiently. XX/XX/year> - The documents were shown as picked up by Bank of America in the early morning. XX/XX/year> - I call the credit department for an update, and I am told they got the documents and that the lady I was speaking with ( XX/XX/XXXX ) will go ahead and push mu application for final review. She said " you will get a decision within XXXXXX/XX/XXXX''. XXXX XXXXXX/XX/XXXX went by and nothing has happened, so I call in again and this time I am told, that the XXXXXX/XX/XXXX timeline is not true, and that it is XXXXXX/XX/XXXX. I said you know what, that's fine another day won't hurt. XX/XX/year> - XX/XX/XXXX have went by, this time I am told I was lied to, and that they do not/ can not provide a timeline since they don't have XXXX. Which at this point I spoke with a manager and expressed my frustration about the run around I have been given, the XX/XX/XXXX and about what I am supposed to do if I don't even know of a timeline ... the manager very robotically told me there isn't much they can do and I will just have to wait for an unknown amount of time. XX/XX/year> - I check the credit application status page in the morning and see my application was denied ( not sure why ). So I called in again, I was told that I was denied because they can not verify my identity. So I ask what can I do about this and they stated they needed more forms. I couldn't understand exactly what was said because their phone systems often times are garbage and they come across distorted. I call again and this time a man named XXXX from XXXX answered. Upon pulling up my application for the XXXX time, he himself stated " I am so sorry, I don't get why you have ran around. Your income looks good, your credit looks good, and even your SSN looks good. '' He apologized and reopened my application and said he will push the application to escalation review and I should hear back by the end of that day ( Friday the XXXX ). He also mentioned to me that he submitted a XXXX line of credit for final review. XX/XX/year> - As you guessed, good ole Bank of AmericaXX/XX/XXXX to me again, and indeed, no one reached back out to me on Friday. I call earlier today again, and I am told by a man named XXXX a similar thing. It is still stuck in secondary review, and that I will go ahead and push your application for escalated/final review and that you should keep an eye on your email, and " we'll get ya approved ''. It is nearing the end of the day, so I call again, and this time I am told they requested Friday that they need my tax return signed and dated because they couldn't verify my income ( DESPITE ME ALREADY SUBMITTING MY XXXX AND PAYSTUBS ALREADY ). I am completely XXXX and tell her to get me in touch with this garbage " escalation '' department, and she says there is not a single way to get in touch with them ... how absurd. I expressed all my complaints to her and how they already pulled my credit, but every time I call they have some new XX/XX/XXXX on why they need more time or why they couldn't approve me, and the best thing is every time I call I get a different answer, despite them " reading through the notes ''. I am beyond XXXX off right now. They have pulled my credit and it's been almost XXXX weeks of running around in circles and new excuses every time. You can not communicate to the right department, you can't email/fax anything, and on top they don't even know what they couldn't " verify '' of mine - at first it was identity then it was income, and now they don't know what to ask for.

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