It's not you. It's BOA. They have one of the worst systems to try to get a mortgage or refi (along with Wells Fargo).
If time is a factor for you, make application with another lender - use a mortgage banker/mortgage broker that funds their own loans. You will get a better rate (usually) and much better service.
As a note, does BOA have your current mortgage? Is the rate the same or higher? If so, there is no incentive for them to refi you into a lower rate loan. Besides their general incompetence for originating loans, they are especially reluctant to process a refi that will reduce the rate. I am harsh about this because BOA has become so poorly organized that your experience is the norm now rather than the exception. (I'm a Realtor, not a LO, but I see BOA and Wells have difficulty originating loans regularly)