Consumer complaint received 2024-10-16 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: WA

Complaint narrative:
On XX/XX/year> I applied for an XXXX XXXXXXXX XXXX credit card from Bank of America. The application was not automatically approved and I was notified that I would hear back from Bank of America in the coming days regarding the application and if any information was required to approve or process my application. Over two and a half weeks later I received a letter in the mail from XXXX XXXXXXXX XXXXBank of America XXXX The letter instructed me to call back to provide information to XXXX XXXXXXXX XXXXBank of America within 30 days. Upon receiving this letter, I immediately called back. On that call, I confirmed with the Bank of America representative that I had recently moved and confirmed the address from my credit report. The representative then told me that my application was approved and that I should be receiving the credit card that I applied for in the mail within several business days. 

After waiting for over two weeks and not receiving anything in the mail, I called XXXX XXXX  XXXXBank of America . On that call, I learned that the representative I had spoken to previously had lied to me and had not acted on the additional information I had provided to approve my application. In fact, nothing had been done. The agent I followed up with ( XXXX in the fraud department ) then instructed that due to the passage of time since my original application, a second hard credit pull would be required to process and approve my application. Through no fault of my own, I was being subjected to a harmful second hard credit pull because XXXX XXXXXXXX XXXXBank of America had delayed their action on my application, lied to me on the phone when I called in to provide additional information, and failed to inform me of the potentially negative financial implication of moving forward with the credit card application. This outcome is patently unfair. Despite multiple time consuming attempts to identify a resolution that did not involve a second hard pull on my credit ( e.g. a soft pull or an exception to their policy to use the initial credit pull ), XXXX  XXXX XXXXBank of America did not offer any solutions to correct their mistakes and misinformationXXXX XXXX XXXX XXXXBank of America needs to be held accountable for these issues that they have created. All I did was follow their instructions and now I am being punished for their ineptitude. 

In addition, I have experienced extremely rude and unhelpful customer service when attempting to resolve this issue with XXXX XXXXXXXX XXXXBank of America . In particular, one of the XXXX XXXXXXXX XXXXBank of America `` resolution managers, '' Shania Hart , was particularly rude and was dismissive of the implications associated with being subjected to multiple hard credit inquiries and unlike other XXXX XXXX XXXXBank of America employees that I spoke to was completely unwilling to accept accountability for the mistakes caused by the company resulting in harm to my credit score.

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 non-monetary relief