Consumer complaint received 2022-01-17
Company: PNC Bank N.A.
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Loan sold or transferred to another company

Complaint:
I purchased a New Vehicle with a 60 Month term note from XXXX XXXX. I have made all payments with the exception of 2 extensions during the corona virus. 

My bank sold out to PNC bank. PNC sent me new loan information changing my term without my permission from 60 Months to 72 months, they added 12 months to my note along with fees and late charges. 

I went to the local office at the beginning of XXXX and spent 3 hours in there providing my original loan docs, copies of everything I had, they could not help me, but started a complait internally that would be expeditted to resolve this. 

a few days later I was given a retail resolution manager ( XXXX XXXX ) assigned to my case that would research and resolve the issues. There were several phone calls and discussions, I was extreemly frustrated because she was not calling on set appointment times, or answering or returning my calls. While on hold with the bank, she called leaving me a message on my XXXX stating that they did there research, and looks like I had 6 extensions for 2 months each, so thats why the loan was extended, so have a great day, glad we could solve this for you, let us know if you need anything else! She came across very condensending. I continued to call, knowing that I never had 6 extensions, this was incorrect, she never called or answered agian, and finally I was transferred to another agent named XXXX. 

XXXX said all the right things, apologized for her counterpart, promised to work diligently and correct the situation. She said she needed a specific amount of time. I explained to her, I would not bother or call her and wait for the date she set to hear from her. When I did not hear from here I started calling. We spoke the week before XXXX, and she told me that she would call me Wednesday the XXXX of XXXX. She did not call that day, so I started calling her on Thursday and we connected. She explaned she did not have the info was sorry, and would be calling me the day she returned from XXXX XXXX. Monday the XXXXXX/XX/2022. I called her Monday to discuss the situation, and got her XXXX stating she was not returning till Tuesday the 4th. So I left a message for her to call when she got back going again. 

She did not call so I left a message on Wed, Thurs, and Friday. Monday I asked to speak to another agent, and he said she was trying to reach me. So I called back Tuesday she was still not available. Wednesday She called me. I explained that I was disappointed that she was not keeping her appointments but I appreciated her call and what was the resolution. 

She stated that on there system they have notes of me getting 6 - 2 month extensions. I told her that never happened. I was told specifically from the bank that anytime I got an extension, or modification to the loan it had to be signed. So I asked her to please provide my signed copies showing that I signed the extension. She said they do not have those, and they got rid of that during covid. So I said well XXXX extensions you guys are alleging are pre-covid. Please show me those. She said they can not get the records. I explained to her that if they can not show me proof that I did this, I want it removed and my original loan. 

She said she would request that I go to my original loan, but I would have a big balloon payment at the end because I still owe this new amount. I told her that is not resolving or fixing anything. I do not owe it. 

So we left it at that with her saying the computer says I owe it, and No records stating otherwise. 

This is a total scam! No way my truth in lending statement and loan can be arbitrarily changed to reflect a new amount, new terms, and add XXXX to my original loan. I do not know what to do, and will be getting counsel next. This is wrong on so many levels. 

I am almost 90 days trying to resolve this, with a bank that seems to care less about resolution. How can this happen?

Company response to consumer: Closed with explanation