Consumer complaint received 2026-06-01 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: CA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am submitting this complaint regarding the handling of my credit card application by Bank of America, which I believe has been handled unfairly and unreasonably. XXXX. Initial Credit Card Application On XXXX XXXX XXXX, I applied for a Bank of America credit card. As part of the application process, Bank of America performed a hard inquiry on my credit report on XXXX XXXX XXXX XXXX. First Request for Identity Verification Documents On or around XXXXXXXX XXXX XXXX, I received a physical letter from Bank of America requesting additional identity verification documents, including Social Security verification form and pay stubs / proof of income. I complied with this request and mailed the requested documentation back on XXXX XXXX XXXX, using the return envelope provided by the bank. XXXX. Repeated Follow-Up Attempts Without Meaningful Updates Between approximately XXXXXXXX XXXX XXXX6 and XXXX XX/XX/year>, I contacted Bank of America XXXX XXXX approximately 5 times seeking updates regarding my application status. During these calls, representatives were unable to provide meaningful updates or explain the status of the verification process ( including whether my physical document was received or not ), despite the fact that I had already submitted all requested documentation promptly and in good faith. XXXX. Application Denial After Extended Delay On XXXX XX/XX/year>, I was informed that my application had been denied because Bank of America was allegedly unable to verify my identity. This denial was confusing and concerning because I had already seen a hard pull on my credit report by BofA, submitted all requested supporting documentation in a timely manner, and had repeatedly followed up with the bank for updates over a period of approximately XXXX weeks before I received such rejection. XXXX. Statement Regarding a Second Hard Inquiry On XXXX to XXXX XX/XX/year>, I contacted Bank of America several times to discuss reconsideration options for the application. During these multiple conversations with several teams ( including sales, credit, and underwriting teams ), I was informed by that if I wished to continue or seek reconsideration for the same credit card application, Bank of America XXXX need to perform another hard inquiry on my credit report, despite the fact that a hard inquiry had already been performed during the original application process. I am concerned that multiple hard inquiries for substantially the same application process XXXX unfairly impact my credit profile. XXXX. Second Request for the Same Supporting Documents On or around XXXX XX/XX/year>, I received another physical letter from Bank of America requesting that I submit supporting identity verification documents and salary proof again, despite the fact that I had already provided the requested documentation more than a month earlier. Unlike the original request, this second mailing did not include a prepaid return envelope. On or around XXXX XX/XX/year>, I contacted Bank of America customer service regarding this issue and was informed that I would be responsible for paying for my own postage and mailing materials if I wished to continue pursuing the application. XXXX. Reason for Complaint I believe this process has been handled unfairly and unreasonably for the following reasons : XXXX. I promptly complied with the banks original request for supporting documentation. XXXX. Despite my compliance, I received little to no meaningful communication or status updates for an extended period of time. Not even any email/text updates. I did not have any clue about the progress. XXXX. I was ultimately denied after waiting more than XXXX weeks. XXXX. I am now being asked to repeatedly resubmit substantially the same documentation. XXXX. Bank of America has already performed XXXX hard inquiry on my credit report and indicated that another hard inquiry will be required for reconsideration of substantially the same application. XXXX. I am now also being required to incur additional mailing expenses simply to continue a process that I had already complied with previously. I believe these repeated documentation requests, prolonged delays, lack of transparency, potential multiple hard inquiries, and additional burdens imposed on me are unreasonable given that I acted promptly and in good faith throughout the process. I respectfully request that the CFPB investigate this matter and determine whether Bank of America handled this application process appropriately and fairly. I would also appreciate review of whether an additional hard inquiry for reconsideration of the same application is justified under these circumstances. Thank you for your time and attention to this matter. Sincerely, 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