Business Profile

Small Business Loans

K Servicing

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Pattern of Complaints

Complaints

This profile includes complaints for K Servicing's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

64 total complaints in the last 3 years.
0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/18/2022
Type:Order Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PPP Loan was taken out through Kabbage. We have completed all paperwork requested to be approved for the government mandated loan forgiveness. My accountant has completed this forgiveness on many other platforms so we know that we have filed the correct paperwork. Despite this the company fails to respond to our emails and is intentionally delaying the process in an attempt to make us pay fees. Application was initially done with Kabbage through a particular link around 12/2020. It was necessary to finish it over the telephone on 12/3/20 as website was malfunctioning. Forgiveness was again done 8/31/21 through a new site:https://kservicingforgiveness.biz2x.com/login We checked back many times:11/12/21 under review Completed new list of requests from vender around 3/8/22 6/27/22 Under review Phone call ***** would send ticket to document review team 6/28/22 **** formally requested that Accountant be added as authorized user via email 7/15/22 email send asking for another referral to move application along Another phone call was send recently again asking for referral date not documented Along with various other attempts which were not documented to get this completed including portal logins, phone calls, etc.
Business Response
Date: 09/01/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to ****************** complaint regarding KServicings participation in the SBAs Paycheck Protection Program (PPP) loan program. ******************** has expressed that he has made several recent attempts to receive an update on his forgiveness loan application.

We appreciate the feedback that the customer has provided. We can confirm that the customers forgiveness application is currently under final review by our documentation review team. Please be assured, ******************** will be notified once a final decision has been made.

We have investigated the matter and believe we have addressed the stated issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations Team
KServicing
Customer Answer
Date: 09/01/2022

Complaint: 17734541

I am rejecting this response because:
This is the same form response that we have received multiple times. Yet I am still being harassed and sent collections emails. I will not close this matter until the loan has been fully processed and forgiven. Please stop stalling and escalate this to your management to handle. If I had not heard of the final loan forgiveness acceptance within 7 days I will engage with my attorney to seek an end to this.
It has been MONTHS and this should have been handled in days.

Sincerely,

*************************
Business Response
Date: 09/08/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to ***************************** complaint regarding KServicings participation in the ***s Paycheck Protection Program (PPP) loan program. ******************** has expressed that he would like his forgiveness to be processed and approved.

We have reviewed this customer's loan account and we can see that the application has been submitted to the *** as of September 8th, 2022. The application is currently under review per the *** for final status review. Additionally, the customer will be able to find the most up-to-date information via the dashboard where the forgiveness application was submitted.

We have investigated the matter and believe we have addressed ****************** issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations
KServicing
Customer Answer
Date: 09/08/2022

Complaint: 17734541

I am rejecting this response because:
The forgiveness application was submitted months ago, not on the date of 9/8/22 that they are referring too. The response contains inaccurate and misleading information. They have sent in an ADDITIONAL form because they either lost or mishandled the previous submissions. That being said, I filled in the form they sent to provide them the information that they are requesting. Note that we have sent this information in multiple times with no resolution, which is why I have filed this complaint.
This is the same response we have been getting this entire time and this has in no way resolved the matter, it has only delayed it and cost me more time. Until I receive confirmation that the application has been fully processed, approved and forgiven, I will not accept any of these responses.

Sincerely,

*************************
Initial Complaint
Date:08/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I applied for loan forgiveness last year, each time. Kabbage requests the same information over and over. Now a repayment is scheduled to be due on 8/25/22 and I called Kabbage to find out the status today. I was told I need to send a voided check, although I sent a check that cleared my business account and wrote void, signed tax return, when they have the return, and a letter from the bank. I refuse to waste my time going into the branch for a letter that is unnecessary for an account that I have had for over 16 years! I provided the bank statements and the check, anything further is frivolous! Kabbage has been problematic from the beginning and I will not use their services ever again!
Business Response
Date: 09/01/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to ******* Demesmins complaint regarding KServicings participation in the SBAs Paycheck Protection Program (PPP) loan program. ******************** has expressed that she believes she has provided all necessary and required documents for her loan forgiveness.

We appreciate the feedback that the customer has provided. ********************** has reviewed this file and can confirm that on 08/18/2022 a representative spoke with Ms ********* and additional information was requested from the customer in order to proceed with the verification process of the companys loan forgiveness application. The color copy of a voided check, a bank letter, and the companys 2019 completed filed signed tax returns or tax transcripts are still required to process the application.

According to SBA.gov,borrowers should complete their loan forgiveness application and submit it via their lender with the required supporting documents. The lender may follow up to request additional documentation.

We have investigated the matter and believe we have addressed the stated issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations Team
KServicing
Customer Answer
Date: 09/02/2022

Complaint: 17733804

I am rejecting this response because:
According to Kabbage "The color copy of a voided check, a bank letter, and the companys 2019 completed filed signed tax returns or tax transcripts are still required to process the application."

Which is completely false! The *** does not require a bank letter and a voided check. Nor are you able to get tax transcripts for businesses from the **** only personal. If I had a sole proprietor business it would fall on a schedule C which is personal taxes and I would be able to get tax transcripts. However, this business is a corporation and does not have tax transcripts from the **** I have stated this several times with various representatives. I have called the *** and spoke with their agents who confirmed tax transcripts for business is not available.
In addition, on 8/18/22 I spoke with a representative as I did several other occasions and explained that there is not a way to get an *** transcript for corporations, only personal taxes. I submitted the color copy of voided chec. The *** has confirmed I do not need to submit a letter from the bank. The bank statement and voided check is sufficient. Kabbage has been the absolute worse when applying for forgiveness. I have other loans through *** that were through another lender and it was a breeze to submit the same information that Kabbage received. Kabbage also spoke with my CPA on 8/18/22 who confirmed that the tax return for the business was my copy which would not have a signature because it was not paper filed but instead electronically file which doesnt not get a signature from me instead a 5 digit pin number for electronic filing. I mean this has been a nightmare dealing with Kabbage. We keep going in circles and I feel I have been mislead and duped. I have not received a phone call or proper resolution. If they are not willing to submit all my docs to the ***, I request they release my file so I can submit it to the *** myself!

As shown from a snapshot from irs.gov website, tax transcripts are for **** filers NOT **** filers (corporations). I dont know how many times I have to tell that to Kabbage!
Sincerely,

*******************************
Business Response
Date: 09/08/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to *********************************** complaint regarding KServicings participation in the SBAs Paycheck Protection Program (PPP) loan program. ******************** has expressed that she has provided all necessary documents required and the requested additional documents is not needed for the forgiveness process.
We have reviewed this customers account and we can see that an escalated review of your application has been completed by management and with management's approval additional documents are not needed at this time. We are now able to move forward to the next step of the forgiveness process. The customer is asked to monitor their email for additional instructions.

We have investigated the matter and believe we have addressed ******************** issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations
KServicing
Initial Complaint
Date:08/15/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have filed for forgiveness with KServicing, provided the documentation as asked for. Given valid explanation for documents that could not be provided. Keep checking on status that says under review and continue to get threatening emailed of collection. Have been told that everyone needs to reapply for forgiveness since they are taking months and keep kicking back applications. If they are understaffed and unable to provide proper care and keep demanding unnecessary document demands for loans under $25K, they should allow the *** direct portal. Instead they are causing further hardships for small businesses.
Business Response
Date: 08/29/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to *********************** complaint regarding KServicings participation in the SBAs Paycheck Protection Program (PPP) loan program. Ms. *********** has expressed that she believes she has submitted all requested documents and wants to sign her application and have it submitted to the SBA.
We appreciate the feedback the customer has provided. ********************** has reviewed this file and can confirm that on July 15, 2022, additional information was requested from the customer via email in order to proceed with the verification process of the companys loan forgiveness application. While a color copy of voided check, Business Schedule C for 2020 for **************** Statement for February 2020, Schedule C 2019 for Therapy was provided,

Bank Letter (must be signed by a bank representative, be on a bank letterhead and include bank phone number, bank address, and full routing and account number) Simple - *5804
IRS Tax Transcript.
Personal Lease Agreement
Personal Tax Returns
Personal Utility Bills (e.g. electric, gas, water)
Previous ***************** Statement
Simple - *5804

This information should also be reflected on the customers dashboard.

We have investigated the matter and believe we have resolved the stated issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.
Regards,

Compliance Operations Team
KServicing
Initial Complaint
Date:08/12/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May of 2020 we received a *** loan through the K Servicing Team. We have been trying to get the forgiveness for over a year and they always come back with request of items that were previously submitted to them more than one time and they confirmed they've received them. Last week we spoke with a person at SBA department and explained to him the situation, he suggested that we call the K Servicing Team and ask them to call this # ************ which is designated for lenders only. On 8/8/22 after a long wait we were able to speak with *****************. She promised to contact SBA and call us back on Wednesday 8/10/22. we did not hear from her on Wednesday so we called the * Services Team on Thursday the 8/11/22 we waited on the phone for more than one hour and until now we have not heard from them except we received an email from them asking more documents for a second *** loan which we never applied for. We are asking your assistant to help us acquire the forgiveness of the *** loan we received 2 years ago.They kept sending a monthly invoices for me to pay. I called them when we received the first invoice and asked them what to do with it, and they said to ignored them since we are applying for forgiveness . Now, since this process has been dragging for so long the interest begin to worry me as well as the forgiveness on the entire amount
Business Response
Date: 08/26/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to ***************-said's complaint regarding KServicings participation in the SBAs Paycheck Protection Program (***) loan program. Mr. ****-said is asking assistance to help acquire the forgiveness of the *** loan he received 2 years ago.

We have reviewed this customer's loan account and we can see that the application was submitted to the **** The application is currently under review per the **** Additionally, the customer will be able to find the most up-to-date information via the dashboard where the forgiveness application was submitted.

We have investigated the matter and believe we have addressed the stated issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations Team
KServicing

Customer Answer
Date: 08/26/2022

Complaint: 17707892

I am rejecting this response because:
i called KServicing today 08/26/2022 and looking for ******. The phone rang and rang and rang but she never picked up the phone. Fortunately, ********** picked up the phone and i was able to talk to her.
I expressed my frustration dealing with KServicing especially about the documents needed. I asked ********** about document needed based on email they sent on 08/05/2022 @ 4:41 PM but she referred me to another email which they sent to me on 08/05/2022 @ 4:46. and I told her that we do not have 2nd Draw for PPP loan. after she checked on her system, she agreed that there was a missed handled on their part. She apologized, and asking me to look at my account on their website to upload 3 documents they are still needed which are; License, Certificate of good standing, and Certificate of Formation which we uploaded on their website on 05/12/2020.

Sincerely,

***** Abou-said
Business Response
Date: 09/02/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to ***************-saids complaint regarding KServicings participation in the ***s Paycheck Protection Program (PPP) loan program. Mr. ****-said expressed that he believes he has provided all required documents and would like his application submitted to the *** for approval.

We appreciate the feedback that the customer has provided. We have reviewed the records and we can confirm that the customers loan was approved by the *** for loan forgiveness. The records indicate that the payment was applied to the customers account on August 31, 2022. This information should also be reflected on the customers dashboard.

We have investigated the matter and believe we have addressed ****-saids issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations
KServicing
Initial Complaint
Date:08/11/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I originally got my loan through Kabbage. Kabbage then forwarded the loan to K Servicing. I have submitted all of my documents over 10 times over the course of a year. When I call to get clarification, I am promised a call back. This never happens. The people over the phone speak broken English and they read directly from a script. I am now in collections per their website. I I just resubmitted the same documents. At this point, I dont even feel like its a person handling these matters.
Business Response
Date: 08/25/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to ************************* complaint regarding KServicings participation in the SBAs Paycheck Protection Program (PPP) loan program. ************ has expressed that he believes he has submitted all require documents and would like and accurate updated status on his forgiveness Loan application.

We have reviewed this customer's loan account , and appreciate the feedback that he has provided. We have requested a subsequent escalated manual review. In addition, an agent will attempt to reach out to the customer in order to verify some of the application information and if additional information is needed to complete the review. This information should also be reflected on the customers dashboard.

We have investigated the matter and believe we have addressed the stated issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations Team
KServicing
Initial Complaint
Date:08/08/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed for the first draw ppp loan with this company back in October of 2020! Since *** has allowed forgiveness of the loan process my process with K Servicing formally known as Kabbage has been the worse experince. I have submitted all required documentation to K servicing regarding a PPP loan forgiveness MULTIPLE Times through their online portal and while on phone with customer service to make sure it went through, because they kept saying there was problem with the portal and kept request my application be reproccessed. Almost two years late they still have not finished processing my loan. They are now asking for repayment while my application is in the process of approval with the **** For 6 months, i have called mulitple times and have been given an excuse everytime, I have been told only 24 more days, only 24 more days tell my loan is forgiven, I was told they cant not expediate my loan and then the next day they gave me a ticket number saying they were expediating my loan. I have been told that they redid their platform and that why its taking so long. I have been given one excuse after another for two years. I am seeking a resolution to have my loan fully forgiven, I have meet all the requirement and have done everything required on my end. The *** cant do their job because K Service arent doing theirs.
Business Response
Date: 08/19/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to ************************* complaint regarding KServicings participation in the ***s Paycheck Protection Program (PPP) loan program. ************ has expressed that she would like to know the status on her loan forgiveness application.

We have reviewed this customers loan account and appreciate the feedback that the customer has provided. We can see that a representative spoke to the customer on August ****** in order to provide her with a personal update. We can see that the customers application has been submitted to the *** for further review. Although we cannot currently provide you with a timeline for this process, please be assured, you will be notified once a final decision has been made. Additionally, the customer will be able to find the most up-to-date information via the dashboard where the forgiveness application was submitted. We appreciate the customers patience throughout this process.
We have investigated the matter and believe we have addressed the stated issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations Team
KServicing
Initial Complaint
Date:08/05/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I applied for a PPP loan forgiveness with K Servicing in August of 2021. I have repeatedly updated my file when requested, with the same documents over and over again. I was always told to make any payments while my application for forbearance was pending. Now I am being notified that my loan is past due and if I do not make payments my forgiveness will not be approved. I feel like K Servicing is committing some sort of fraud, trying to make money on payments that should be forgiven under the *** rules. I need some help. I am a small business and should be protected by the ***, not prayed upon by K Servicing and *****************
Business Response
Date: 08/19/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to *********************** complaint regarding KServicings participation in the SBAs Paycheck Protection Program (PPP) loan program. ************** has expressed that she would like to know the status of her forgiveness loan application.

We have reviewed this customer's loan account again, and appreciate the feedback that she has provided. We have requested a subsequent manual review. We will reach out to the customer if additional information is needed to complete the review. Although we cannot currently provide you with a timeline for this process, please be assured, you will be notified once a final decision has been made.Additionally, we will reach out to the customer directly to provide assistance within her dashboard.

We have investigated the matter and believe we have addressed the stated issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations Team
KServicing
Initial Complaint
Date:08/04/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PPP First Draw Loan was made on 5/8/20. Attempted forgiveness for PPP through kservicing on 1/21/21. Forgiveness was rejected due to incomplete documents. Attempted forgiveness through new kservicing platform Bix2x on 8/26/21. There was a bug in the software that did not show uploaded documents on the platform. Contact was attempted to 7 known kservcing email addresses and phone with no progress during this time period. Received a docusign on 11/01/21 with a requested forgiveness amount of zero dollars. Contact was attempted to 7 known kservicing email addresses and phone with no progress. Document uploading to Biz2x was attempted off and on until upload was successful of 3/2/22. Payment came due and was payed in full on 3/8/22. Received and signed an updated docusign on 4/27/22 with the corrected full forgiveness amount. Contact was attempted to 7 known kservcing email addresses and phone with no progress. No contact or payment received since.
Business Response
Date: 08/17/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to ******************** complaint regarding KServicings participation in the SBAs Paycheck Protection Program (PPP) loan program. ******************** has expressed that there has not been any status update or any communication with Kservicing since April 27th,2022.

We are aware of the customers concerns, and we have escalated the customers concerns to the appropriate department. As we continue to research this issue we will reach out to the customer directly once we have additional information to provide.

We have investigated the matter and believe we have addressed the stated issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations Team
KServicing
Initial Complaint
Date:08/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Starting with a PPP loan taken out online through Kabbage in June of 2020 weve filled out two separate loan forgiveness applications. Each and every time we call they say its still being reviewed. When we received past due payment notices we call and are told not to worry about them because its still being reviewed and not to make payments. We email and either the email bounces back or no one responds. The latest email in July of 2022 threatens to turn us into the *** for lack of repayment. Weve talked to multiple managers and asked this to be escalated to someone higher up. They said someone will call us back and that was yesterday. So we called *** and they report that theres a red hold flag and no forgiveness info is on file. *** said we need to call the bank on file, Cross River. But when we look that up it says to contact Kabbage.
Business Response
Date: 08/17/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to ******************* complaint regarding KServicings participation in the ***s Paycheck Protection Program (PPP) loan program. ****************** has expressed that he would like to know the status on his loan forgiveness application.

We have reviewed this customers loan account and appreciate the feedback that the customer has provided. We can see that a representative spoke to the customer on August ******** in order to provide him with a personal update. We can see that the customers application is currently pending submission to the *** for further review. Although we cannot currently provide you with a timeline for this process, please be assured, you will be notified once a final decision has been made. Additionally, the customer will be able to find the most up-to-date information via the dashboard where the forgiveness application was submitted. We appreciate the customers patience throughout this process.
We have investigated the matter and believe we have addressed the stated issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations Team
KServicing
Customer Answer
Date: 08/17/2022

Complaint: 17667233

I am rejecting this response because:

This is the same excuse we have been hearing for approximately 18 months . In addition we contacted SBA direct and they do not show that loan forgiveness was sent by Kabbage. We asked if we could forward directly to SBA and they said not at this time, we have to go through Kabbage. They also mentioned it has a red flag but couldnt say why but that it could be because it hasnt been sent to the SBA.
All while interest is accruing. Yet Kabbage keeps telling us not to worry, its under review.
Sincerely,

***** And *************************
******* Landscape and Design
Business Response
Date: 08/24/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to ***************************** complaint regarding KServicings participation in the ***s Paycheck Protection Program (PPP) loan program. ****************** has expressed that he still has not received a direct answer on the status of his loan forgiveness application.

We are working with all interested parties to submit your application to the *** as quickly as possible. We can confirm that your loan is in queue to be reviewed and appreciate your patience as we work through the queue to process your application.

We have investigated the matter and believe we have addressed the stated issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards

Compliance Operations Team
KServicing
Initial Complaint
Date:08/01/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Refusing to process my PPP forgiveness.
Business Response
Date: 09/14/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to ************************************* complaint regarding KServicings participation in the ***s Paycheck Protection Program (PPP) loan program. Ms. ***************** has stated that K-Servicing refuses to process her PPP forgiveness.

We have reviewed this customer's loan account and we can see that the application was submitted to the *** on July 5, 2022 . We can also see that the *** requested additional information from KServicing on July 20, 2022 in which Kservicing has provided in order for the forgiveness process to proceed. The application is currently pending validation per the *** as of September 14. 2022 the *** has up to ninety days to review a forgiveness application and to provide a status of a forgiveness loan application. Additionally, the customer will be able to find the most up-to-date information via the dashboard where the forgiveness application was submitted.

The customer can continue to check their dashboard where the forgiveness application was submitted for all updates and information regarding their forgivenss loan application. Thank you for your patience and cooperation through the process.

We have investigated the matter and believe we have addressed the stated issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations Team
KServicing
Customer Answer
Date: 09/14/2022

Complaint: 17651370

I am rejecting this response because: I spoke to the *** and they confirmed that K-servicing was the one requesting documentation and not the ***. The *** said K-servicing is not providing any updates to them

Sincerely,

*********************************
Business Response
Date: 09/21/2022
Dear Better Business Bureau,

Thank you for the opportunity to respond to ************************************* complaint regarding KServicings participation in the ***s Paycheck Protection Program (PPP) loan program. ************************** has expressed that KServicing is not providing any updates to the ***.

We have reviewed this customer's loan account again and we can confirm that the application was submitted to the *** on 07/15/2022. The application is currently pending validation per the *** as of September 20, 2022 Additionally as stated previously the *** has up to ninety days to make a forgiveness decision.
Additionally, the customer will be able to find the most up-to-date information via the dashboard where the forgiveness application was submitted.
We have investigated the matter and believe we have addressed the stated issues. Please reach out to us at ****************************** or ************ if there is any other information we can provide.

Regards,

Compliance Operations Team
KServicing

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