Consumer complaint received 2020-10-28
Company: PNC Bank N.A.
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
On XX/XX/2020, I went into the PNC Branch at XXXX XXXX XXXX. XXXX XXXX, the loan officer helped me apply for an auto loan. The loan was approved and I purchased the vehicle by using PNC bank for an auto loan. I picked up the vehicle in XXXX Virginia from XXXX XXXX XXXX on Monday, XX/XX/XXXX. I was issued 30 day temp plates. XXXX XXXX XXXX  mailed the title to XXXX XXXX XXXX XXXX, Ohio, XXXX. XXXX, the auto representative at XXXX XXXX XXXX had been in contact with XXXX from PNC. XXXX e-mailed XXXX XXXX. The title was sent from XXXX, Virginia to a PNC Bank location by XXXX Overnight on XX/XX/XXXX at XXXX XXXX. It was delivered and signed for by XXXX XXXX on XX/XX/XXXX at XXXX XXXX and was shipped by XXXX from XXXX XXXX XXXX. The tracking number is XXXX. There is clear proof that the package was signed for and delivered. There is a signature imaged attached in the files regarding this complaint. It is clear that XXXX XXXX lacked proper training and was negligent. He admitted that PNC received the title. On XX/XX/XXXX, XXXX XXXX stated Im sorry youre having that issue. I wasnt aware they had different qualifications for out of state vehicles. He also stated on XX/XX/XXXX at XXXX XXXX Thank you! Looks like it was delivered to PNC a few weeks ago so I will deal with that department. XXXX XXXX also told me that the car could be registered and plated without a title, which is illegal. He gave me illegal guidance and lied about speaking with a representative from the secretary of state and a currency exchange. I called both the secretary of state and a currency exchange and they both told me they can not register a vehicle or issue license plates without a title. PNC has the title, as it was sent by XXXX XXXX XXXX. On XX/XX/XXXX at XXXX am, XXXX stated When I called and spoke with a woman at the XXXX XXXX by you a few months ago, I explained the situation and she said she would attempt to put the registration through if you came in with the bill of sale and closing docs. I believe it was the location on XXXX XXXX XXXX and is open XXXX. There is also a location on XXXX XXXX XXXX that opens at XXXX. On XX/XX/XXXX at XXXX XXXX, XXXX stated According to the point of contact I spoke with at the XXXX XXXX, she said that particular location could assist you in registering your vehicle with the bill of sale and loan agreement. Based on my research and discussion with my manager, I believe the issue you are having is proving ownership of the vehicle. You will want to state PNC is the current lien holder of the vehicle. This information is false because no location can process registering a vehicle without a title. XXXX lacks proper training and was negligent to give me the correct information in assisting me with registering my vehicle. It is clear that the title was delivered, sign for, and then misplaced. I am now stuck paying {$1500.00} per month to have a vehicle that is not even drivable, registered, plated, and has no title located. XXXX requested that XXXX XXXX XXXX file for a duplicate title, blaming the situation on them. 

XXXX XXXX, branch manager at PNC at XXXX XXXX XXXX  stated on XX/XX/XXXX At this time PNC has not been added to the title as a lienholder, only the previous owner is currently on the title. 

It is unfortunately difficult to estimate the timeframe because it really has to do with the dealerships success with getting things resolved with the previous owner which can take time from a logistics standpoint. 

We will have to circle back with XXXX and their title clerk what the next steps would be once they are able to have title released from the previous owner. 

It will get very easy process wise once the title is released from the previous owner though. 

I am so very deeply sorry about this situation. 

Yes so we can access information about the title online which is how we were able to ascertain that information. 

So that is the primary issue, because the title is currently in a different persons name, the current title as is, is unusable by anyone except the previous owner, and as such neither of us can actually do anything on the title except the previous owner. So from what I can understand the key is to have the previous owner involved to properly release the title. 

What XXXX is working on is getting the previous owner to grant a power of attorney so that XXXX can have permission to make changes on the title on the previous owners behalf. The issue is that XXXX bought the vehicle from another dealership who bought the vehicle from the previous owner. So it is a lot of moving parts. 

Once again I am so sorry about this andXXXXand myself are exhausting all our available options on our end to assist in any way we can. 

It is clear that XXXX XXXX and XXXX XXXX know exactly what is going on and are denying the fact that the title was delivered. XXXX XXXX stated above that he can access information about the title online and stated that it was in a different persons name. The title can not be accessed online and show a different persons name. The title can not be in my name until the loan is paid off anyway. Things are not adding up and XXXX is not making any sense. XXXX XXXX XXXX  properly sent the title to the address given by XXXX XXXX. PNC, upon receiving the title, is supposed to take care of switching the title name and sending it to the secretary of state so I can get it processed. 

Since PNC lost the title and are the lienholder on the the vehicle, and own the vehicle until the loan is paid off, they should be held responsible for these loan, insurance, and parking payments. They did not fulfill their promises or hold up their end of the bargain. I trusted PNC by obtaining a loan for them, and in return needed them to overnight the title to the secretary of state. I gave them a piece of paper to fill out to overnight it, but they cant locate the title. This is completely a bank error and negligent on their part. They should be held responsible for the payments due to negligence. I am still unable to drive my vehicle and I am at a loss of {$4700.00} and counting. Each month that goes by without a title is an additional {$1500.00} down the drain, and loss of wages from not being able to drive my vehicle. I am a XXXX XXXX XXXX and need my vehicle to drive to and from showings. I had to take a leave from work as I do not have a drivable vehicle. PNC is at fault for this and has caused me an extreme amount of financial loss in the form of lost wages. I expect to be compensated for my time and money due to the error that PNC has made. This has been going on since XX/XX/XXXX and it is now XX/XX/XXXX.

Company response to consumer: Closed with monetary relief