Consumer complaint received 2020-07-19
Company: VALLEY NATIONAL BANCORP
State: PA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I am at my wits end with this company. I received a letter saying that my XXXX payment was not received. I immediately called XXXX ( a payment vendor I use so that my car payment can be withdrawn out of my checking account every 2 weeks, and sent to the Valley Bank, the bank my car loan is through ). They told me they had a copy of a cashed check from XX/XX/XXXX for the XXXX payment, and that they have already sent my XXXX payment to Valley Bank. XXXX asked me to get an email or fax number from Valley Bank so that they can send proof of the payment, and Valley can apply the funds correctly. 

It has been a nightmare calling Valley Bank. The number in the notice was XXXX ext XXXX. I called on XX/XX/XXXX at XXXX XXXX  when I got home from work and the day I got the notice. I was on hold for 1 hour 25 minutes just to be hung up on. It sounded like the call was connected to someone and they hung up ( accidentally I hoped ). 

I XXXX Valley Bank 's main number XXXX at XXXX XXXX XX/XX/XXXX. I got through to a lady ( I didn't write her name down unfortunately ). She asked me all the verification questions and then told me that she didn't see any payments posted to my account. As in, I had never paid my car loan since XXXX. I've paid just under {$20000.00} so far. I told her I have proof of my payments, and I needed an email or fax number so my payment vendor can send them proof to apply everything correctly. She put me on hold several times and finally came back and told me she didn't have any idea where I could send that to, but I could send it to XXXX and they'll make sure it gets forwarded. The whole interaction was very off putting, and because she literally admitted she didn't know what to do, I decided I'd call again to double check. 

I called twice on XX/XX/XXXX. Both times I called XXXX ext XXXX. Once at XXXX and again at XXXX. I was hung up on both times before I could actually speak with someone. I sent a message through the website asking for a call back since I was having an issue calling in. I also left a message on the phone system. 

Today, XX/XX/XXXX I got a call back at XXXX, but I was sleeping. The message said to call back at XXXX. I called that number, and spoke with a man ( I think XXXX ). I  explained to him the situation, and that I had proof of payment and where to send it to. He then asked me for my account information and verification questions. Then he told me the XXXX payment wasn't paid and I need to pay it asap. I told him that it was already paid and I needed to know where to send the proof. He said that there was no payment and payment had to be made as soon as possible. Do your representatives not listen to what the callers are saying, - I literally told you twice already that it was paid, and the XXXX payment was already made. Eventually he told me to send it to XXXX -- - " so they can see what they can do. '' So where am I supposed to send proof of payment to? I've called several different times and received conflicting information. I don't want my private information sent across multiple departments that have no business seeing my information.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation