Consumer complaint received 2021-09-14
Company: PNC Bank N.A.
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
I took a used vehicle loan from BBVA in XXXX of XXXX for a XXXX XXXX XXXX. At that time, I was using a XXXX bank account to automatically pay the loan each month. I made on time payments every month. Around XXXX of XXXX, I switched banks to XXXX and continued making on time payments. In XXXX of XXXX, I traded the car at a dealership for a different vehicle. At the time of purchase, we obtained a 10 day payoff amount of {$8200.00} from BBVA. The dealership continued with the transaction and I drove off in my new car. After about a week, I checked my BBVA banking app to see that my loan balance was unchanged. I called BBVA support and they recommended I call the dealership. I called the dealership and was told they have a 20 day payoff policy. I thanked them and continued to wait. I then saw an " Unapplied Pmnt Amt '' in my account for {$8200.00} dated XX/XX/XXXX. I assumed this was the payment and it just needed to process. I gave it a week of so before calling BBVA to figure out what happened. This was on the XXXX of XXXX, XXXX. The informed me over the phone that they were unable to collect the payment, which is why the amount had not been applied. I called the dealership to inquire about this and was provided with a scan of the check they wrote to BBVA. The check was dated XX/XX/XXXX and in the amount of {$8200.00}. I then called BBVA back with the new information. At this time, I was told something different. 

At this time I was told that the 10 day payoff had expired on XX/XX/XXXX ( a Saturday ) and that the check was not applied to the loan because the payoff amount had changed. They also informed me that the dealership should have called for a new payoff amount. I was not sent any communication about this issue from BBVA and they continued to let the check sit unapplied to the loan.

Upon another call to the dealership and yet another call to BBVA it was then explained to me that the payoff amount quoted on the XXXX was inaccurate because BBVA had attempted a payment from my XXXX account, which did not go through and was returned on the XXXX. I have a record of this in my banking app, however, it is dated the XXXX. They then stated that I would need to have the dealership request a new payoff amount. 

I did this. The dealer called, spoke to someone and was told they would have a fax in a bout an hour. Several hours later, the dealership called me to inform me they had not received the fax. They asked if I would please call BBVA and get the payoff amount so they can fix their end of the situation.

I called BBVA only to be told that they have processed the request, but that it may take up to 3 days. Because they have processed the request, they are unable to provide me withe the payoff amount over the phone. Unless, of course, I am able to pay the entire amount over the phone.

I informed them that was not a possibility as I was not the one paying off the loan and I did not have $ XXXX of my own money to pay off the loan anyway, at which point the representative told me the payoff was not $ XXXX. He would not tell me what it was, however, unless I paid it in full over the phone. 

I spoke to a supervisor earlier in the day and requested to speak to that supervisor again. I was told that was not possible as I had already spoken to a supervisor. I was then placed on hold, told the same thing I was told previously, at which point I requested to speak to the supervisor again. This time, after being placed on hold, I was told the supervisor was with another customer. I said I would wait. It was explained to me that the supervisors are very busy. 

At this time I am writing this, I have been on the phone for 60 minutes and been asked 5 times to hold for 2 more minutes. This is because I told the representative I wanted to be transferred or he would have to hang up on me.

What should have been a simple process has been turned into a stressful and frustrating experience that is preventing the new owner of my car from receiving their title.

Company response to consumer: Closed with explanation