Consumer complaint received 2025-07-21 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL

Complaint narrative:
Subject : Urgent Complaint Mortgage Team Failure to Provide Cancellation/Denial Letter ( Loan XXXX XXXXXXXX ) To Whom It May Concern, I am writing to file a formal complaint regarding the unacceptable delays, evasion, and lack of accountability I have experienced from your mortgage lending team concerning my loan cancellation request. 

I am a Bank of America customer of over 10 years, across both personal and business accounts, and this experience has been extremely disappointing. 

XXXX. I clearly informed your team in early XXXX that I could not meet the required documentation and requested to cancel the loan application. I explicitly communicated that my loan contingency deadline was XXXX XXXX XXXX XXXX XXXX XXXX 

XXXX. Despite submitting all required documents as early as XXXX and again re-uploading them in XXXX, I received XXXX XXXX  no written confirmation XXXX XXXX  after multiple follow-ups. Your team failed to acknowledge this critical deadline. 

XXXX. On XX/XX/XXXX, your team stated I would receive a formal cancellation or denial letter within XXXX hours. By Friday ( XX/XX/XXXX ), I had still received XXXX XXXX nothing XXXX XXXX after repeated urgent inquiries. 

XXXX. A representative named XXXX XXXX promised to deliver a denial letter by Thursday or Friday. Not only did he fail to follow through, but he became unreachable his phone was off and my calls were ignored. This is unacceptable. 

XXXX. In the absence of my original loan XXXX XXXX, I was referred to XXXX XXXX, who stated that no action could be taken until XXXX return offering no solution or escalation. 

This behavior is irresponsible and unacceptable. As a result, my home purchase contract is now at serious risk, and I may lose my earnest money due to your teams failure to provide the necessary documentation in time. 

I am requesting nothing unreasonable only an official XXXX XXXX  loan cancellation or denial letter XXXX XXXX so I can fulfill my contractual obligations and terminate the deal lawfully. 

-- - Final Demand : - I expect to receive the final * * loan denial or cancellation letter by end of business Monday, XX/XX/XXXX * * - I request this case be escalated immediately to a senior mortgage resolution team member - Please contact me directly with confirmation and the assigned point of contact Should your team fail to deliver this in time, I will file formal complaints with : - The Consumer Financial Protection Bureau ( CFPB ) - XXXX XXXX XXXX XXXX XXXX XXXX XXXX- And will explore all legal channels available to recover potential losses Please treat this matter with the seriousness and urgency it requires. I expect timely action not silence, delay, or excuses. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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