Mortgage -- Applying for a mortgage or refinancing an existing mortgage -- Complaint #16666946
Bank of America Mortgage Application Woes Lead to Referral
Complaint Overview
Complaint ID: 16666946
Company: Bank Of America, National Association
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-Issue: Trying to communicate with the company to fix an issue with the application process
State: Illinois
ZIP Code: 60145
Date Received: 2025-09-30T12:00:00-05:00
Date Sent to Company: 2025-10-17T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Referral
Risk Assessment
Risk Level: medium
The consumer's difficulty in communicating to resolve application issues suggests potential systemic problems in customer service or internal processes, warranting a medium level of risk for the institution.
Consumer Sentiment: neutral
Topics: Mortgage Application, Customer Service, Communication Issues
AI Analysis
CFPB complaint 16666946 was filed against BANK OF AMERICA, NATIONAL ASSOCIATION regarding Mortgage (Conventional home mortgage), specifically about "Applying for a mortgage or refinancing an existing mortgage". A consumer in Illinois experienced issues with Bank of America's mortgage application process and sought to resolve them, but the complaint was closed with an explanation and referred. The complaint was received on September 30, 2025 from Illinois. The company responded with "Closed with explanation".
What You Should Do -- Consumer Action Plan
Consumers facing application issues should document all communication attempts and be prepared to escalate their concerns if initial attempts to resolve problems are unsuccessful.
Legal Context & Consumer Protection Laws
This case touches upon consumer protection laws related to fair lending and transparent communication in mortgage origination.
Regulatory Insight
The referral suggests the CFPB may have passed the issue to another agency or internal department better equipped to handle the specific nature of the complaint.
Resolution Likelihood
mixed
State-Specific Consumer Protections
In Illinois, mortgage application processes are subject to state-specific regulations in addition to federal ones.
Industry Comparison
Similar to other large financial institutions, Bank of America may face challenges in providing seamless customer service across all mortgage application stages.
Related Issues
Frequently Asked Questions
What is CFPB complaint 16666946 about?
CFPB complaint 16666946 involves Mortgage (Conventional home mortgage). The consumer reported an issue with "Applying for a mortgage or refinancing an existing mortgage", specifically "Trying to communicate with the company to fix an issue with the application process". This complaint was filed against BANK OF AMERICA, NATIONAL ASSOCIATION on September 30, 2025.
Which company is complaint 16666946 filed against?
Complaint 16666946 was filed against BANK OF AMERICA, NATIONAL ASSOCIATION. You can view all complaints against this company on their profile page at /company/bank-of-america-national-association.
What was the company's response to complaint 16666946?
BANK OF AMERICA, NATIONAL ASSOCIATION responded with "Closed with explanation". The response was marked as timely by the CFPB.
When was complaint 16666946 filed?
Complaint 16666946 was received by the CFPB on September 30, 2025. It was sent to BANK OF AMERICA, NATIONAL ASSOCIATION on October 17, 2025.
What state was complaint 16666946 filed from?
Complaint 16666946 was filed from Illinois. You can view all complaints from this state at /state/IL.
Was the consumer satisfied with the resolution of complaint 16666946?
Dispute information is not available for complaint 16666946.
What product category is complaint 16666946 about?
Complaint 16666946 is categorized under "Mortgage", specifically "Conventional home mortgage". This is one of the product categories tracked by the CFPB.
How was complaint 16666946 submitted?
Complaint 16666946 was submitted via Referral. The CFPB accepts complaints through web, phone, mail, email, fax, and referral channels.
What are the consumer's legal options for complaint 16666946?
This case touches upon consumer protection laws related to fair lending and transparent communication in mortgage origination. This relates to a Mortgage complaint against BANK OF AMERICA, NATIONAL ASSOCIATION involving "Applying for a mortgage or refinancing an existing mortgage".
How likely is complaint 16666946 to be resolved?
Resolution likelihood: mixed. The company's current response is "Closed with explanation". The company did respond in a timely manner, which is a positive indicator.
What does the risk level mean for complaint 16666946?
This complaint is rated as medium risk. The consumer's difficulty in communicating to resolve application issues suggests potential systemic problems in customer service or internal processes, warranting a medium level of risk for the institution.
What regulatory actions apply to complaint 16666946?
The referral suggests the CFPB may have passed the issue to another agency or internal department better equipped to handle the specific nature of the complaint. The CFPB tracks complaints like this one to identify patterns of misconduct across the Mortgage industry.
What should the consumer do about complaint 16666946?
Consumers facing application issues should document all communication attempts and be prepared to escalate their concerns if initial attempts to resolve problems are unsuccessful.
Are there state-specific protections for complaint 16666946?
In Illinois, mortgage application processes are subject to state-specific regulations in addition to federal ones. This complaint was filed from Illinois.
How does complaint 16666946 compare to industry norms?
Similar to other large financial institutions, Bank of America may face challenges in providing seamless customer service across all mortgage application stages.
What specific explanation was provided by Bank of America for the closed complaint?
The provided data indicates the complaint was 'Closed with explanation' and 'Referred,' but does not detail the specific explanation given by the bank.
What type of referral was made, and to which entity?
The data states 'Referral' without specifying the destination, which could be another regulatory body, an internal department, or a mediation service.
Disclaimer
This analysis is AI-generated and does not constitute legal advice.