Consumer complaint received 2017-08-03
Company: PNC Bank N.A.
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Problem with signing the paperwork

Complaint:
I applied for an auto loan online with PNC bank in   XXXX   XXXX  , 2017. I set up the closing for  XXXX / XXXX /17 and was first told that I could close it at any PNC branch than I was told that it had be at the branch where the car was located and both parties had to be present. I explained over the telephone that I live 3 hours away from the seller, and I had to ensure that the seller would be release from his debt in the closing (   XXXX   ) and I would be able to transport the car home while awaiting the title. I was assured this would be no problem. When I and the seller showed up for the closing ( a confirmed time   XXXX   XXXX     XXXX   XXXX  , 2017 ) nothing was done, It took approximately 4 hours. First the branch people could not get the paperwork to print, than they had to reissue the check since they made it payable to the wrong party. Than they had to reapprove the loan again. In the closing I and the seller made a point that the checks ( PNC loan check {$10000.00} and my additional payoff check {$5900.00} ) would be overnighted to   XXXX   XXXX   by PNC Bank since we were dealing with an end of the month payout and per diem interest. I was assured it was not problem. After about a week I called   XXXX    and they had not received any checks for payoff. I called the branch and was told against what PNC corporate stated that all the paperwork and checks were sent regular mail to the home office for processing AGAINST what we had agree on and against what was represented to me as PNC disbursement policy. In addition I was told that PNC bank had no way to track anything ( paperwork or checks ). At this point, I was also informed by the local bank manager that PNC forgot to collect and additional {$35.00} fe e from me for Fl Tax Stamp and  without this fee the loan could not be funded? I immediately sent the check on Monday  XXXX / XXXX /17. The manager also offered to stop payment and reissue a bank check to me if I could stop by, again not understanding I live 3 hours away, no offering an explanation as to where the checks are, when they were sent, how they were sent. She was more concerned to check the PNC phone logs to see if I did indeed call corporate. She also was adamant that they always send everything to corporate and only overnight checks and paperwork when it is an equity loan which is ridiculous. She also could not answer when the checks and paperwork was sent, first it was  XXXX / XXXX /17, than it was  XXXX / XXXX /17, than it was  XXXX / XXXX /17???? I opened all the " copies '' of the documents I signed that I was given during the original closing on  XXXX / XXXX /17 and they are not signed copies, they are all blank? This made me extremely concerned and I called corporate and spoke to a manager   XXXX   in the auto loan department. Everything that I was told by the local PNC branch in   XXXX   was not true as to how they conduct business. All dispursements are handled at a local level and overnight mail, all documents are sent interoffice mail next day for processing etc. He offered help to start the transaction over so that interest would stop accruing and the seller would not have to make another {$700.00} payment to   XXXX   for   XXXX   XXXX  , 2017. PNC corporate was also able to finally locate the 2 checks (  XXXX / XXXX /17 ) that were sent regular mail to PNC corporate from  XXXX . The branch manager offered this on  XXXX / XXXX /17 and as usual never followed up or called me?? The local branch manager and the   XXXX   PNC office held onto collaterally assigned funds, both the loan from them, and my personal check, in addition the branches incompetence has lead to additional interests cost to me as well as the seller. The seller had to make an additional {$700.00} payment to   XXXX   even though the paperwork I believe released him from the obligation since PNC was paying off the loan in a timely fashion. PNC has put me in a breach of our original contract for the sale of the car, not to mention his loss of interest and time. The local managers blatant lack service, effectiveness and incompetence has damaged both parties involved in this simple transaction. I expect copies of all signed documents forwarded to me as well as I want to be compensated for the additional interest costs associated by PNC Bank   XXXX   incompetence in this transaction. If you need any additional information I have copies of all emails, documents, and text messages confirming the misrepresentation and calamity instituted by the  XXXX  PNC Bank Branch.

Company response to consumer: Closed with explanation