Consumer complaint received 2025-06-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Confusing or misleading advertising or marketing
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL

Complaint narrative:
My name is XXXX XXXX XXXX, XXXX XXXX XXXX XXXX and my spouse is XXXX XXXX XXXX XXXX decided to file application for mortgage with Bank of America , We filled the application on XX/XX/2025, The next day we received a call from a lender XXXX her name is XXXX XXXX XXXX She asked about our source of income, and she requested to do credit check, I assumed at that time that she is going to do soft credit check as any other bank at first step figuring the financial situation for Any customer, While I was talking to her I asked her to provide more informations about the grants offered by Bank of America for XXXX XXXX XXXX XXXX she said yeah there is grants but never explained anything.. 
while she was doing the process she asked if you guys have a XXXX $ for inspection because bank will not give you this amount.. I told her yes we have XXXX $ Regarding our financial situation my spouse he makes XXXX gross income plus we have tax return and child tax credit for XXXX $ as an another source of income. 
My spouse credit score is XXXX, however my credit score is XXXX. 
We have no loans or any other types of loans. 


At the end of the phone call she said we qualify for XXXX. I asked her why the amount is way too lower than other banks. Because XXXX bank gave us preapproval for way higher amount. She said every bank is different, I requested her to send me the preapproval by email. She send me a preapproval stating that we qualify for mortgage of XXXX without any details about closing costs or monthly payment or anything. 

When I saw the letter I called back the bank and I told them that the lender XXXX did a hard credit check and send preapproval without any details valid for 30 days and I believe she didnt count all our source of incomes, and the credit hard check at this time was not appropriate step, and I would like to have another lender XXXX that I can proceed the process with. 
First XXXX he told me ok I will send you an email for you to send me the tax return and tax transcript and do your application properly but I never received an email from him after. 

I called again the other one he told me he should refer me back to her, and I told him I would prefer to work with someone else because she send me a non-sense letter without any details and she did a hard check when that is not required at this time. 


He said he would refer me to the XXXX, however the XXXX has a voice mail box, I left a message for him to call me back and explain to him the situation, he never got back to me. 

I called again and left another voice message with my name and phone number, also I didnt receive a call. 

The most unbelievable part that right after I talked to her at XXXXXXXX XXXX at the same day At XXXX pm I start receiving calls from scammers claiming they have connection with the credit card and it shows to them that I did hard credit check and seeking mortgage and claiming I would qualify with them. 
XXXX said they are XXXX mortgage and other XXXX XXXX XXXX  .. when I verified if that number was really for XXXX XXXX o found its not. Other numbers also were calling claiming they are lenders.. 

Im attaching to you to this email the first call I had with lender XXXX of the Bank of America, and the scammers numbers they start calling right after, and the letter of preapproval I received from her.

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