Consumer complaint received 2023-08-02
Company: OLD NATIONAL BANCORP
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Last week I was informed I was nine payments behind on my car loan with Old National Bank. Later I was told five payments and after that, asked to only ask to prove, XXXX, XXXX and XXXX payments of 2023. Two of the payments, XXXX and XXXX, that I was told had never been paid because they had not received any payments whatsoever since before XXXX this final time, are listed as processed on my payment history listed on Old Nationals website. So Old National didn't even need proof of two or the 3 payments. They just had to look at my account. I sent proof of a triple payment paid to old national on time, and that was paid prior to these two other payments listed on their own website. I have no problem complying though I just thought that they had lost the payments or there was some issue on their part. Proof of the triple payment credited in XX/XX/XXXX2023, another XX/XX/XXXX23 payment, a XX/XX/XXXX23 payment and then the two payments Old National has listed as cleared on their website under my payment history that totals seven payments in 2 months. listed on their website that's seven payments in 2 months. I'm ahead and payments even without the proof but the payment I'm just trying to send proof of payment for. Old National honestly has a problem with their phone, I am hearing tons of static. I have switched phones but I can not hear the agent whatsoever. I have calmly tried to explain this to XXXX who just continues talking over me and keeps accusing me or being a liar. I assure you as a loan originator and a prominent business person in society of sound mind and age I'm not playing games especially one of my payments are ahead and I'm assisting with a servicer error. XXXX attempts everything she can fighting me instead of trying to work this out. I have sent proof of payment six times, I even hired a forensic accountant, and my bank has sent legal documentation twice. All documents rejected for new excuses every time frivolous excuses, I cut off the corner of the statement so XXXX considered a partial statement, the second time my proof was denied was because I had put notations on which payment was Old Nationals  and XXXX considered it altered, another time I didn't provide that back page that is provided for doing your balancing the time it's blank another rejection, and then this final time I sent proof of payment including copy of Old Nationals  website where they stated my payments were processed for the months they were asking for, falsifying they had never ever received any payments in 9 months completely untrue I emailed the entire statement carefully, with nothing missing, nothing written on the proof and again it was rejected because the agents stated they will not allow a statement as proof of payment. 
The bank vice president and to tell her including myself have begged for Old National to inform what they are requiring and how we can send it to them. For some reason the refusing to answer me they go quiet or ignore me I've asked for this information in writing and they refuse. At the bank on speaker it was the artist conversation ever XXXX just ignored us hey just kept stuttering or saying nothing when we ask questions and then we received his manager who was extremely rude where we're trying to assist for the servicing error and provide them documents they've already been provided several times but they just continued not to answer questions refusing to tell us where to send it how to send it and what they wanted. I've been into the bank twice the first time my banker, XXXX was on the phone we were having a very difficult time of hearing her or she was just ignoring us we couldn't figure out it was very odd, my banker informed XXXX there was fraud on my account and a problem with verifying payments and it could take up to 30 days. The vice president of the bank was dumbfounded and confused because they never ever been requested what Old National was requesting and informed me the only thing I have to provide them or legal proof of payment is a bank statement if they think that I'm altering it she would send it directly to them but we could not get an answer on where to send it to. The banker kept trying to explain to XXXX what the issues were but there was no talking to XXXX she just kept talking over them or never ever answered any questions the banker got up and walked out of the room she was so aggravated with the situation. They sent to another banker because she threw her hands up and left the room at that time there was no getting anywhere with XXXX did as the maker told me and told her just hang up talk to her later. XXXX did date some things that she wanted, but they were so odd the banker had me put the phone on hold and asked me if this lady had issues that this was absurd this is from a banker that I'm suing. XXXX had stated something in these regards payments written down on letterhead from each bank, with tracking numbers or tracers or some kind of registration number even the banker didn't know what she was was referring to and stated we can't do some huge internal investigations on payments, that's why we have statements we don't have time for this nonsense. I was then informed that it would not be providing any letterheads unless I wanted to talk to corporate or the fraud department see if they would do an investigation but that wasn't going to happen overnight and basically she got it it would happen at all it was a waste of the banks energy and time. The second time it was her partner XXXX from Old National I was with XXXX  Vice President we repeatedly kept asking which payments or how do you want these proof of payments to XXXX who just sat there and wouldn't respond. The XXXX VP again asked for proof in writing to be sent to the bank so that this could be cleared up and done and over with. XXXX and then his manager who we ask for because we couldn't receive any information whatsoever from XXXX, promised me I would receive an email either by the end of the day or the next morning. An email please note I was told over and over again and still being told that this Bank never ever does any kind of business over an email. That was another one of the excuses of why I couldn't send payment they don't use emails. Request never came. In fact the very first time I sent payment proof and the second third time this Bank never said this isn't good enough we hate it you have to resend it it has a fingerprint on it whatever no notification whatsoever and they refuse to answer my phone calls I just kept calling leaving messages I felt like it was intentional like time would run out so they could steal my car I honestly feel like I'm in the middle of some kind of scam. It's so weird and unbelievable and they are so against a customer who's been a great customer who they were loaning money to approximately 4 months ago for another car but I changed my mind because I had such an excellent history with them now treat it like dirt honestly treat it like dirt they won't even accept an email like they always have for a question or even proof of payment to save my vehicle while my parent is XXXX and my sister as well. XXXX told me to go ahead and email the statements, the manager told me to go ahead and send them the statements. I was given an email the same one I had used several times for this Bank and always received a response until now when I'm told they don't use emails whatsoever and that no Bank business is going to be done that way. I took hours away from my family for they needed me the most and spent a great deal of time once again providing the information requested so that the service or can service my account properly finally. Once again proof is rejected and they're going to come steal my car. I'm told no statements and they don't allow conversations by email, it's just another excuse. I tried calling and speaking with XXXX who's back from vacation but I can't even hear her and she refuses to try a different phone even though I've tried three different ones. At the bank we can barely understand her because of some kind of humming noise as well on the Bank 's phone. So currently I don't know what to send how I'm allowed to send it what is considered proof of payment that's different from the rest of the world and what's considered proof of payment by State regulators and the Attorney General who informed me a statement is a legal document and there is no reason it should be refused I would have to contact an attorney but most definitely something didn't seem right here and I needed to report this Bank. XXXX talks down to me screams at me calls me names and refuses to answer any questions she's a bully I'm uncomfortable speaking with her and she gives me great stress I'm threatened repeatedly that they're going to come take my car even though I'm ahead in payments. Old National has been listing my social security number legally on documents as reference numbers I have been toward a great deal of fraud because of it and they refuse to stop this is why I'm having problems with my bank currently they don't care they just keep distributing my social security number illegally. I have informed them that I have a mother in XXXX XXXXXXXX and my sister also is in XXXX  both XXXX XXXX XXXX to please just send me a notice tell me what they want and I'll comply I've done it six times at this point but I'm at a loss I feel like this is some sort of scam to steal my vehicle I've always paid diligently the only time there was a problem is when the identity theft from Old National occurred yet they act like they've done nothing. I'm just trying to provide them with information they need but how do you do that when they won't tell you what it is you know you're ahead and payments and you've proven that to them five six times what do I do? I have no options and no directions in order to arrive to a solution this is a crime or a scam but the abuse that I'm enduring from this company is unbearable I need some assistance desperately.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation