Consumer complaint received 2019-09-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am here to complain about Bank of America XXXX XXXX XXXX XXXX ( NMLS ID : XXXX ) I was looking for mortgage refinance and since I am a 9 years BofA customer with Platinum Honors preferred reward, I chose BofA and met XXXX XXXX. 
I received an online loan application invitation from XXXX XXXX. I applied online, he received the application and talked with me over the phone asking me for some documents for the application. 

2 days later I received an email from BofA saying I had a mortgage proposal. At the same time I got notified that I had a hard credit inquiry from a lender. I logged into my account and saw the rates were not what I expected and I was going to call XXXX later the day. 

He actually called me before I did so it was great, we could talk about the rates. However, he claimed that he hasn't started anything yet and didn't know what loan proposal I was talking about. I was confused and showed him the evidence, then he changed his words, saying it was the BofA system, which has nothing to do with him. What?! Am I dealing with 2 banks now? He is a BofA lending officer and he doesn't know how BofA system works? If that is true then BofA must have really bad management. 

Over the phone, he was trying to tell me I won't get the expected rate because my property is an investment property. Sure, that was not a big deal, but I asked why your personal site ( https : //mortgage.bankofamerica.com/XXXX ) doesn't ask me about whether my property is an investment property. He said that was impossible with 100 % sure. I was mad and showed him the evidence, then he tried to fight back by saying most of his customers didn't make this mistake. Come on, I don't care about how his previous customers do, the fact is there is not that question on the site and he can't just say there is! If you don't know things, don't lie. If you said things wrong, just apologize. That is just the basic courtesy. 

I was telling him if investment property was an issue, he should have warned me at the beginning before taking my confidential documents and doing hard inquiry on my credit. He fight back by saying I should have let him know. That is ridiculous. Firstly, if he insisted there is a question asking whether my property is investment property on the bank site, he must think that is an important question to ask. And then how could he miss that and blame on me about no telling him? It is lending officer 's  responsibility to ask the important questions at the right time to avoid extra work. He knew he missed the question but he just didn't want to admit it and pushed the responsibility to his customer, that is just the worst! 

At the end, he made a point that I am not familiar with how the mortgage work and that's why we had this argument. Come on, isn't it lending officer 's responsibility to explain things to customer? Regardless whether I am familiar with loan process, a lending officer should not use this as an excuse to cover his mistake. If we all know how to do the loan directly, wasn't he losing his job? 

In short, XXXX doesn't know much about how the bank system works and he likes to push responsibility to either the bank system or customers. He never sees his mistakes and never apologizes, instead he has really strong attitude when he is talking to customers like he is on top and customers should listen to whatever he says. I am so XXXX and as a 9 years Platinum Honors preferred reward BofA customer, I am so disappointed.

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