Consumer complaint received 2021-02-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Getting the loan

Complaint:
1. My nonprofit organization, XXXX  XXXX XXXX XXXX, received a PPP loan through Bank of America ( BOA ) ; and is currently applying for a Second Draw PPP Loan. 

2. BOA opened up their portal to apply on XXXX XXXX, XXXX ; and I immediately applied on behalf of XXXX XXXXXXXX. 

3. On XXXX XXXX, XXXX, I received an email notification that BOA was requesting additional documentation. Specifically, upon logging in to the application portal, I saw that BOA was requesting identifying documentation for XXXX  XXXX XXXX XXXX, and for myself. For XXXX XXXXXXXX XXXX XXXX, I provided a copy of our Articles of Incorporation as well as a copy of our annual report filed with the state. For myself, I provided a copy of my State Identification Card from the State of Georgia. 

4. On XXXX XXXX, XXXX, I received an email notification saying action was needed. Upon logging in, it states that documentation was still needed for both items. For XXXX XXXX XXXX XXXX, the annual report was removed and the Articles of Incorporation were still on there. It was unclear if anything else was needed, or if so, what. For myself, my ID was removed. It was unclear what was wrong with my ID or what else was wanted. 

XXXX. On XXXX XXXX, XXXX, I attempted to call and spoke with a representative who said that sometimes a call would be routed to PPP and other times to small business customer service. He said he was a small business customers service rep. and would take down an escalation but could not answer any questions. 

6. To date, I have not received a response to my escalation. 

7. I have attempted several times to resubmit the Articles of Incorporation by themselves, along with -- this time -- a front and back of my ID. Each time, I have received several emails, with no additional or new explanation, asking me to resubmit the same categories of documents. 

8. Out of the acceptable documentation for the ( " Beneficial Owner '' ), me, the only type I have that applies is my State ID. I have provided it. It should be sufficient. It has not expired and is legible. 

9. Out of the acceptable documentation for the nonprofit business, the only type I have that applies is the Articles of Incorporation which I have provided and appear to have been accepted. It is not clear what else could be needed. 

10. I called back to BOA and got the PPP department and spoke with XXXX on XX/XX/XXXX. XXXX suggested that there was a technical glitch that was sending me in circles, and said and that my documents were under review. 

11. Since then, I have gotten more emails saying that I need to take action ( the same actions already taken ).

12. On XXXX XXXX, XXXX, I spoke with XXXX. XXXX said to wait on the response from the previous escalation. She also said she would have a supervisor call me, Case XXXX. 

13. I have neither heard back from the supervisor or from the escalation.

14. BOA has given me different deadlines in every communication saying my loan could be rejected if I do not take action. However, when I do take action, it is rejected with no explanation.

15. This is a time sensitive and critical matter. Loan funds are running out. I did everything right that I am supposed to do and I am worried about losing out on this federal benefit because of Bank of America 's ineffective systems and lack of communication.

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 monetary relief