Consumer complaint received 2019-09-13
Company: PNC Bank N.A.
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Since opening my loan with PNC Bank they have failed to correct an underwriting issue regarding my auto loan. For over a year and a half I have been denied access to online banking, requested said access due to an admitted underwriting error from PNC at the time the loan was created. 

I have tried to resolve this dozens of times, since the first payment due for the auto loan over a year and a half ago. Dozens of calls, visits to the branches, and each time it was not resolved and/or followed up. I am not able to make any payment unless PNC calls me directly, past the due date of the loan. I can not go into a branch, call in, or go online because of the underwriting error. 

Each month to lead borrower and co-borrower information are either mixed, out of organization, or incorrect. This leads to an impact on each borrower 's credit, including a direct impact across the entire credit portfolio for incorrect debt-to-income information. 

Furthermore, the flip flopping of information prevents either person from being able to make a payment via phone, online, or in branch. This compromises credit standing, and account standing incredibly. 

On XX/XX/XXXX at XXXX EST, I called in to PNC Customer Service XXXX place my payment. I was told that sensitive information such as my social security number, date of birth, and linked bank account were not matching records. I spoke to a " XXXX - XXXX XXXX XXXX '', who consistently brushed off my complaint about the handling of my account, and PNC ignoring my request for their underwriting error to be fixed. XXXX continued to request personal information from my co-borrower, which had never been needed making any prior payment. I consistently told XXXX my issue, she told me she wouldn't be able to help without the information. I asked several times to speak to a supervisor, she refused. I asked to be transferred to someone other than her, she ignored me several times before abruptly and rudely placing me on an endless hold. 

PNC has compromised my, and my co-borrowers sensitive information. Furthermore, their continued mishandling of not only my account/loan, and refusal to properly address it has compromised my financial budgeting and puts my, and my co-borrower 's credit standing at risk, at no fault of our own. 

As i already had an account with PNC bank, the auto loan was sold to me as an " easy '' venture and I chose and trusted PNC with this because of our already-standing relationship. They have been misleading, deceptive, and outwardly rude in handling my matter, showing no effort or interest into fixing my issue. 

My issues go beyond customer service, they go beyond compromising credit scores and account standings, they go beyond protecting sensitive information. 

I called back in to PNC around XXXX EST and spoke to a supervisor by the name of XXXX XXXX . She was able to access my account via my Auto Loan number and saw the error of information, such as social security numbers, being mixed up. She admitted that this was " ridiculous '' and " unacceptable '' and understood how this could impact our credit. She also told me that I had been assessed a {$25.00} late fee each month of my loan, which was never told to me before. 

XXXX escalated me to their Executive Client Relations and filled it with their legal team as well ( Ref : XXXX ). XXXX closed by admitting that the error made it impossible for anyone to make a payment on time, saying she would be furious as well. 

PNC has flagrantly violated my credit and account, assessed late fees that were not communicated or warranted, and did irreparable damage to the borrowers

Company response to consumer: Closed with monetary relief