Consumer complaint received 2021-12-17
Company: PNC Bank N.A.
State: MD
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Hello, I have a loan with PNC bank, and it has been a terrible experience. At the beginning of my loan, I was being hit with late fees even though I was never 30 days late. I may have been a few days and or a week late on making a full payment, but never a full 30 days. In time, I was able to start making payments that exceeded the amount I owed every month. I would pay anywhere between {$100.00} to over a {$1000.00} depending on how much I made that month. 

In XXXX of XXXX I moved to a new apartment. I called PNC to let them know I moved and gave them my new address. In either XXXX or XXXX, I got an offer from XXXX XXXX to refi my car at a better rate. They asked me to call PNC to get my payoff amount, so I did. While on the phone I was asked if I wanted to see if I could get a better rate and be retained as a customer. I agreed. They transferred to someone who told me I was well qualified for a 2 % interest rate, and he needed to collect some information from me. After I gave him my information, he told me someone from processing would be giving me a call to collect documents. Nobody called. I called a week later trying to figure out why nobody contacted me. I was told I didn't qualify for the interest rate promised, and the guy wouldn't transfer to anyone to see if what I actually qualified for. A week later I got a letter in the mail from PNC Bank saying I was rejected because of my credit score. The credit score they disclosed to me was XXXX. 

Around XXXX or so I noticed I wasn't being sent any statements. I didn't think much of it because I was making monthly payments, electronically through my bank, well over the amount I owed every month. In XXXX of this year, I took a job as a lender and learned about the federal and state laws of lending. As I finished up my training, I started realized again I still wasnt receiving statements. 

On XX/XX/XXXX at XXXX I spoke with a PNC customer service rep to find out why I wasn't being sent my statements and how much I still owed on the note. The CSR confirmed PNC had not generated a statement for me since XXXX of XXXX. After putting me on hold for a few minutes to find out why she told me the person who she put me on hold to talk said I'm not being sent statements because they mailed me a coupon book. I was trying to remember if I got one, but I really couldn't. The CSR couldn't provide me with a date they were sent. Either way, a coupon book is no excuse for not sending me monthly statements. The next excuse she gave me was I so far ahead on my payments they didn't have to send me statements anymore. I calmly explained to her that overpaying is not a valid reason for a lender to stop sending statements. She had no response. I asked her to start sending me statements again. She said she was not authorized to do so, but would make a request for me. I asked if she would reconfirm the address on file with me. I gave her my current address. She said that was not it and told me my old address was still on file. I called her out because I have received my rejection letter from PNC bank which means they had it, but whoever I spoke with in XXXX & XXXX didn't update my address. The CSR reassured me she was going to make sure it was updated. She also told me someone above her would be reaching out with XXXX hours to handle my compliant. I did not receive a call from anyone until XX/XX/XXXX at XXXX. 

XXXX XXXX XXXX XXXX  who called on the XXXX ) let me a message. I did not have the opportunity to call back right away, however I put a note in my calendar to follow up with her today, XX/XX/XXXX, since I had to leave work early. As I am walking out the door, I receive text messages from XXXX XXXX XXXX XXXX ( my birth mother and father ) all but accusing me of opening accounts in their name. Once again, PNC did not change my address. They sent XXXX and XXXX a letter asking if my car note was opened up fraudulently and as well sent them everything that was supposed to come to me at MY CURRENT ADDRESS! Once again PNC failed to do their job and gave away my account information to people who are not authorized to have it. 

I called XXXX to ask her why the people that work for her bank can't perform a simple task like changing a borrower 's address. I also asked her why managers are telling their CSR 's to tell customers who over pay don't get statements along with a lot of other questions. She told me she would look into it and get back to me. She wanted to listen to the calls. I provided XXXX with the date and time of my call on the XXXX so she could listen to it. 

This is textbook UDAP! PNC Bank failed to do the simplest tasks in order to keep me in the dark. I have no clue where they applied my extra payments to the principle of my loan, and nobody I called could give me a straight answer. Not to mention the total disregard for the GLB ACT of 1999 for not protecting my PERSONAL information, XXXX for making a promise about an interest rate that did not come to pass along with charging me late fees when my payments were not late, and the Dodd-Frank ACT since my interest rate is borderline predatorial along with PNC not sending me statements. I could keep going, but I'm sure you get the point. 

I can not be the only one they are doing this to. It needs to be investigated so these practices come to an end.

Company response to consumer: Closed with explanation