Consumer complaint received 2018-05-12
Company: PNC Bank N.A.
State: MA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Vehicle repossessed on XX/XX/XXXX. Unsure of what happened I reached out to local authorities because I thought there was a theft. Was later told by local authorities the vehicle was repossessed. I then called PNC bank, whom the loan is through. 

I called PNC and noticed they have a warning that they are having issues where peoples credit is getting negatively impacted due to system errors. When I spoke to the representative ( same day as repossession ), he indicated that I had owed XXXX but was unsure what months were unpaid. He was able to see back only 30 days, in which he did not see a missing payment in his view. When I asked how they were going to notify he of a missing payment, he told me that PNC bank does not send anything in the mail, call or leave voicemails, and because I do not have a PNC bank account I am also unable to make payments or view my balance due online. The only way for me to know if I have an outstanding payment is to call them each time I question it. I was also told he can not accept any payments and I would need to call back another day during the week. 

XX/XX/XXXX, I called PNC bank back to see what I need to do in order to retrieve my vehicle back. The representative ( different person ) was then able to go back until XX/XX/XXXX for past payments. She told me that she was able to see every month from XXXX to present was paid and assumed it must be XXXX that was unpaid, though she could not see the month in her view. I asked again, how am I supposed to know if a payment was not sent in, lost in the mail, or the payment was credited to another account ; I was told again, my only option would be that I need to call each month to see if my payment had been cashed correctly. When I asked her when my payment was actually due since I never received any paperwork on my loan duration, she was unsure. I then paid the remaining {$800.00}, the remainder of what was left after the check they cashed a day later. The money was taken out of my bank account on XX/XX/XXXX. I checked with the representative if I am all set and able to pick up my vehicle, in which she told me I was.Because both representatives were unsure of when my payments were missed I logged onto XXXX and saw that my credit had been dinged for XXXX, XXXX and XXXX.

On XX/XX/XXXX I called XXXX XXXX XXXX in XXXX, MA to schedule a pick up of my car. The person whom answered the phone let me know they were closed and I could pick the car up the next day.

On XX/XX/XXXX I called XXXX XXXX XXXX   back to schedule the pickup per the conversation the night prior. They let me know that PNC had never sent any paperwork that my loan was paid and the car was going to auction.

After I hung up the phone. I called back PNC. This time I was told that I have to pay a total {$830.00} for a finding vehicle fee plus and a fee for going delinquent. When I asked what the finding a vehicle fee was, he told me that they charge me to find locate where my vehicle is, even though my address was up to date on their system. When I let the representative know I can make the payment over the phone, I was told that is not acceptable. I was instructed to go into a XXXX XXXX and conduct a wire transfer to an account number I was given. When I asked why I couldn't pay over the phone, he was unsure.

Company response to consumer: Closed with explanation