Last month we decided to apply for a line of credit on a house we inherited in 1994. This current property has an existing BOA mortgage that was taken out in 2001 and has less than 10k owed on it. From the very 1st day of this process it has been a nightmare. We were repeatedly told different details by each customer service representative we spoke with as to what paperwork was needed, how long it would take, fees, etc. Our service rep was impossible to get in touch with never answering her extension or returning calls. We constantly were running back and forth to our local branch faxing every document they requested to Charlotte to complete the process..yet our status never changed. We would call and ask why something was listed as missing, and they would have no clue they even had it in their possession. They had our appraisal listed as canceled when it had been completed 4 weeks earlier. As of today we are being told that our loan is being denied based on the fact we don't live full time in the above residence, so it is deemed a rental. We disclosed this fact from day 1 to BOA that the current resident of the home is also part owner with 1/3 share of the property and is disabled. If BOA knew their policies - should this fact (which was disclosed from DAY 1) not have been discussed with us to deem us ineligible. Why pay for an appraisal and waste 6 weeks of our time and theirs? We are cancelling all of our accounts and transfering them to our local state employees credit union!!!!