Consumer complaint received 2019-07-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Confusing or misleading advertising or marketing

Complaint:
On XX/XX/2019 I applied for a car loan online through Bank of America. I was approved for the loan and offered a 2.89 % APR. I received an email congratulating me on the approval and was informed I still had to finalize the loan approval by speaking with a loan specialist. I waited a couple of weeks to call since I wanted to start going to car dealerships and feel confident in my purchase by having a pre-approval letter with me. I called and spoke with a loan specialist and he went over the procedure and had me answer all his questions to confirm my identity. He asked for my name, address, my immigration status, previous jobs, annual salary, mortgage loan, amount of mortgage loan and other information I dont remember. He said everything was fine and my identity was confirmed. After speaking with him for several minutes he said he was going to send me an email and I would have to send him a copy of my permanent resident card, front and back. He sent me a secured email and I responded by sending a photo of front and back. I later got an email from him stating I had to resend the photo as the photo I sent showed the card was expired. I called him back and left him a message to please call me. He did call but I wasnt able to get to the phone right away so he told me to call back and speak to anyone since he was going to leave shortly. I called back and spoke with another rep and she too said I had to send a current copy of permanent resident card .I informed her that I am a XXXX XXXX XXXXt and the issue is only that my card expired two years ago and I havent had the chance to get a new one but that I am still considered a permanent resident even though the card itself has expired. She said she wasnt able to do anything and to call back on a Monday to speak with a supervisor that could maybe make an exception. I call back on a Tuesday and I asked to speak with a supervisor and they informed me that I cant, I would have to make an appointment and once thats done I would get a call back within 48 hours. I did receive the call but the supervisor was rude about handling my complaint. She informed me that I must provide a current card to prove I am a XXXX. I have a California Drivers license, a social security number, even a bank account with them for over 12 years which they asked for my permanent resident card at time of opening account. She didnt want to hear it and said they need it to make sure I was going to stay in the country long enough to pay the loan back, that they need a copy so when they get audited by the government they would show it to the officials. I asked if XXXX XXXX required to show Birth Certificates and she responded with a no. They just take their word for it. How is it possible to have an account with them, answer all their questions correctly to verify my identity, and still be given problems to approve the loan? I answered all questions truthfully, correctly, and even suggested showing my CA drivers license to prove my identity. I believe this is discrimination based on national origin, and to prevent me from getting a 2.89 % APR. it seems to me to be a misleading advertisement and the hassle of getting the loan is to not approve me for said rate.

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 explanation