Consumer complaint received 2021-04-21
Company: GOLDEN 1 CREDIT UNION, THE
State: NV
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Monday XX/XX/2021, I XXXX XXXX XXXX received a SBA EIDL Grant in the amount of {$10000.00} to my personal bank account with XXXX. 

On that same day, XX/XX/2021, I logged into my online bank account & to my surprise my SBA EIDL Grant was Permanently being held. 

I did not receive a formal email, text message, or phone call from XXXX informing me that my SBA EIDL Grant was being permanently held, nor did they inform me that additional documents would be needed. 

After calling XXXX on XX/XX/2021, I spoke with one customer service representative who informed me my SBA EIDL Grant was being permanently held because it was deposited into my personal bank account. The representative didnt have the resources to assist me so I requested to speak with someone in the correct department. 

I was then transferred to XXXX, I believe she was a escalation representative. I then requested that she connect me with someone higher up. 

After many holds & XXXX informing me that there was no one in the department that handles the SBA cases that was willing to speak with me, she continued to attempt to get me off the phone by advising me to send an email instead. 
Of course, I refused to do so, I demanded to speak with someone in charge. 

Once more, I was placed on multiple holds for extended periods of time. 
Afterwards, I was connected to XXXX XXXX. 
Mr. XXXX XXXX, proceeded to undermine me by raising his voice & asking me questions in the line of ; why I received a SBA Loan, did I plan on using it to open a new business, etc. 

I proceeded to advise Mr. XXXX XXXX that I received a SBA Grant because I, like millions of others business owners, have suffered an economic loss due to the COVID-19 pandemic. 

Mr. XXXX XXXX proceeds to argue back & forth with me despite me informing him that the SBA & IRS doesnt require sole proprietors & independent contractors to have a business bank account. Nor does the SBA require a business bank account to deposit the EIDL Grant. 

Mr. XXXX XXXX informed me that in order to have my SBA EIDL Grant released back into my account by XXXX I would have to provide proof that I am in fact a business owner. 

Mr. XXXX XXXX stated that all I needed to do was email my DBA to XXXX I did so within a few minutes after our call ended. 
Afterwards, I received a voicemail from Mr. XXXX XXXX on XX/XX/2021 at XXXX stating that he reached out to XXXX business services department BSA , however, he was unable to speak directly with a representative. 


I called Mr. XXXX XXXX back at XXXX on XX/XX/2021 & he informed me that he was still unsuccessful at reaching someone in the XXXX business services department , however he would keep me updated. 


I asked Mr. XXXX XXXX if he could confirm that my DBA document was received ; he could not. Mr. XXXX XXXX then asked if I had received a confirmation email from XXXX business services department & I informed him that I did not. 

I followed up with Mr. XXXX XXXX on the following day XX/XX/2021 between the hours of XXXX Unfortunately, I received Mr. XXXX XXXX voicemail ; I did not leave any voicemails. 

I received a missed call & voicemail from Mr. XXXX XXXX at XXXX stating that he had received my missed calls & that he had reached out to XXXX business services department, however, he was unable to receive an ETA regarding when my SBA EIDL Grant would be released. 


Mr. XXXX XXXX went on to say that he had a woman contact in the XXXX business services department who informed him my DBA was in fact received. 

I proceeded to call Mr. XXXX XXXX back between the hours of XXXX I received Mr. XXXX XXXX voicemail , I did not leave any voicemails. 

I checked my email at XXXX & received an email from XXXX business services department stating the following : Hello, Thank you for providing this document. As stated in the previous email, we also require the completed Business Ownership Questionnaire. Once that is received, your case will be sent over for review. 

Thank you, BSA - Corporate Compliance XXXX XXXX XXXX XXXX I called XXXX back at XXXX & spoke with a representative by the name of XXXX . I informed her that my contact regarding this matter was Mr. XXXX XXXX, however, I was unable to reach him. 
I informed her that I provided proof that I am in fact a business owner & I was uninformed that I would have to now submit a Business Ownership Questionnaire. 
XXXX places me on hold then proceeds to inform me that the form would be mailed to me within 3-5 business days. 


I informed XXXX that this was unacceptable & that I would like the form email to me immediately. 
XXXX continued to place me on hold after hold before returning to me & informing me that the Business Ownership Questionnaire would be emailed to me. 


Upon checking my email, the Business Ownership Questionnaire stated that XXXX has the right to request my tax documents, articles of incorporation, partnership agreements, association documents 1040 & schedule C, corporate resolutions, purchase or acquisition agreement, & letter from the IRS assigning employer identification number ( EIN ). 

I completed the Business Ownership Questionnaire form which asked for my business name, how many employees I had, the type & amount of my Grant, whether I had a business account, why I was using my personal bank account, & what I would be using my Grant for. 

As of today, XXXX has yet to release my XXXX XXXX XXXX XXXX XXXX has changed my a courtesy pay fee of {$29.00} that occurred when I was under the impression that my funds were in my account.

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