Consumer complaint received 2026-01-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MO

Complaint narrative:
I began the home loan application process with Bank of America on XX/XX/XXXX, for the purchase of a residential property. Since that time, the process has been extremely disorganized and frustrating, despite the fact that I have submitted every requested document promptly and in full. 

On XX/XX/XXXX, I paid {$710.00} for an appraisal. The initial appraisal incorrectly classified the property as a manufactured home. I was later informed by Bank of America that the XXXX had been instructed not to complete the appraisal due to this classification. I then provided photographs and documentation proving the home is not a manufactured homeparticularly important since Bank of America does not lend on manufactured homes. This error caused significant and unnecessary delays.

After my realtor escalated the issue to Bank of America management, multiple additional appraisals were ordered. Despite the appraisal being paid for on XX/XX/XXXX, a completed appraisal was not received until XX/XX/XXXX, XXXX XXXX weeks later. Throughout this period, there were repeated excuses and a severe lack of communication. There was little to no coordination between Bank of America and my realtor ; instead, we were forced to repeatedly reach out, follow up, and escalate issues ourselves simply to obtain basic updates. Meaningful responses were only provided after escalation to management. 

While I understand the holiday season can impact timelines, several loan officers were reportedly on vacation during what should have been a critical period for closing. At no point was the file proactively reassigned, nor was there any communication advising us of staffing coverage or delays.

I subsequently received a phone call from a Bank of America loan officer stating that I was fully approved and that there was nothing further required from me. However, on XX/XX/XXXX, I was unexpectedly presented with an entirely new list of conditions. These included appraisal-related repair items such as installing stair handrails and providing documentation regarding ownership and certification of the community well. 

At this point, I do not own the property. These matters should have been addressed by the seller and identified during the inspection process. Presenting these requirements at this late stageafter approval was communicatedhas further delayed the transaction and created significant frustration for all parties involved, including the sellers. 

As of today, more than two months have passed since the application began, and we are still no closer to closing. The sellers are understandably frustrated, and the ongoing lack of timely communication continues to jeopardize the transaction. Had these conditions been communicated earlier, they could have been addressed without placing the closing at risk.

Additionally, the level of scrutiny applied to minor, immaterial itemssuch as requiring a written explanation for a {$35.00} transactionhas been excessive and unreasonable, particularly given that I am more than financially qualified for this loan. 

Each time I raise concerns, progress suddenly resumes, which suggests that delays are not unavoidable but rather the result of poor process management and communication. Unfortunately, what should have been an exciting experiencepurchasing a homehas instead become an exhausting and discouraging ordeal.

I am requesting immediate clarity, consistent communication, and a clear path to closing without further unnecessary delays. as a sellers get ready to pull out I don't wan na lose my earnest money and money for an appraisal when I have delivered everything in a timely fashion.

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