Consumer complaint received 2022-06-06
Company: PNC Bank N.A.
State: SC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I have my auto loan with PNC Bank. I make a monthly payment of {$290.00} to PNC Bank from my external checking account with a different bank. I pay online through PNC Bank portal. On Friday, XX/XX/XXXX I authorized ONE payment of {$290.00}. On Monday XX/XX/XXXX I realized my payment had not processed with my external bank. I went to PNC Bank online portal to see why. Online was reflecting that TWO separate payments of {$290.00} were showing the status of completed ; which disables my ability to cancel the payment myself. I called PNC Bank on Monday XX/XX/XXXX at XXXX XXXX  to see what was going on. I spoke with a representative named XXXX. After going through the verification process she explained to me that PNC Bank has had major issues with their online payments since XXXX. She explained that the system glitched causing an additional payment of {$290.00} to be processed to be withdrawn from my external bank account. She told me that both payments have not processed through PNC Banks system yet so she could not cancel or stop them from being processed. XXXX told me the payments would be processed in PNCs system Tuesday, XX/XX/XXXX at XXXX XXXX XXXX She advised I call my external bank and see if they could help, because their was nothing she could do. I called my external bank and they said they Dont see the charges as pending so they are unable to cancel the unauthorized second payment. I called PNC Bank back on XX/XX/XXXX at XXXX XXXX, and spoke with a supervisor named XXXX XXXX She told me that it was impossible to cancel, flag, or stop the unauthorized payment even though it was PNC Banks mistake. I would have to wait until the payments are processed Tuesday XX/XX/XXXX after XXXX XXXX XXXX and have my external bank dispute the charge, then wait 5-10 business days to get refunded. So a total amount of {$580.00} was going to be withdrawn from my account, and although I did not give authorization for the second payment of {$290.00} to be withdrawn, there is nothing any PNC Bank employee can do to correct their system glitch. I requested the total payoff amount of the loan, and told XXXX that I would rather refinance my auto loan elsewhere before I put another ounce of effort into fighting with PNC Bank to correct their mistake. It is absolutely ridiculous that PNC Bank is able to still process a payment that I did not authorize ; and refused to correct a mistake THEY made. I called in plenty of time for this issue they caused to be resolved. The unprofessionalism, and ongoing problems Ive had to experience for the entire duration of my loan is appalling. PNC Bank representatives are not properly trained, and say Im sorry for your inconvenience, but I can escalate your call, and a representative will contact you back in 24-48 hours! But no one ever calls you back. I should not have to pay, and do the leg work for a payment that I did not authorize to begin with. I have never dealt with a more horrible company as an entirety as PNC Bank. 
My account is current and has been in good withstanding for the entire duration of the loan beginning in XXXX. I will be taking my business elsewhere, because any entity that thinks its ok to withdraw any payment without authorization, and then refuse to correct their mistake will not continue to get my hard earned money. PNC Bank does not care about the customer whatsoever, or what the repercussions of THEIR mistakes has on their customers. PNC Banks lack of accountability and refusal to even attempt to correct any mistake they made is nonexistent as an entirety. Anyone even considering PNC Bank as an option for any banking needs should GO ELSEWHERE!

Company response to consumer: Closed with explanation