Consumer complaint received 2021-12-20
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: PNC Bank N.A. (MS)

On XX/XX/XXXX around XXXX central time, I submitted payoff payment in the amount of {$5200.00} to PNC Bank online. PNC 's system duplicated my payment in addition to giving an online banking exception. I called PNC the following morning, XX/XX/XXXX. The representative informed me I needed to call my bank since it was not a PNC account and put a stop pay on XXXX XXXX the payments. During this same call, I was transferred to XXXX XXXX XXXX. As she requested, I faxed her the XXXX confirmation and exception pages ( attachments A-D ). I voiced concern of a stop pay fee and was told to call her directly if it occurred. On XX/XX/XXXX, I called and faxed XXXX XXXX the transaction list showing stop pay fee charge ( attachments E & F ). 

Thinking this would be the end after receiving reimbursements and title, however, to my dismay, this horrific nightmare was just beginning. On XX/XX/XXXX, I logged into my PNC online account and it still showed a balance ( attachment G ). I called PNC on XX/XX/XXXX and was told my payment was insufficient. I explained to the representative XXXX payment should've been rejected and was because of the stop pay, however, the other payment was sufficient. Please refer back to attachment F. My balance as of XX/XX/XXXX was {$6000.00}. PNC advised me to make another payment online as this was my only option. I refused for fear of another duplicating error and asked to speak with a supervisor. 

I submitted another payment in the amount of {$5200.00} with him over the phone. Since I was a BBVA customer, there was no charge for pay by phone ( attachment H ). On XX/XX/XXXX, PNC online was showing a balance of {$20.00} ( attachment I ). I called PNC and was told it was interest. I refuted this interest accrual since I submitted the payoff balance on XX/XX/XXXX. He reviewed my initial duplicate payment complaint and submitted another ticket regarding accrued interest. He informed me I would receive notification via mail regarding the outcome. Another way he informed me I could review the outcome sooner than mail was if I logged into my PNC online account and saw a message that I no longer had an account then the issues were resolved. 

During this same timeframe, I received a check from PNC for an overpayment refund in the amount of {$5200.00} ( attachment J ). On XX/XX/XXXX, PNC online gave me a message as the representative told me I would see once the issues were resolved ( attachment K ). Understanding everything to finally be resolved, I deposited the refund overpayment check into my XXXX account via ATM on XX/XX/XXXX. After the check posted, I paid several bills XXXX XXXX. On XX/XX/XXXX, I received a call from XXXX informing me of PNC 's stop pay. 

At this moment, I was extremely embarrassed and horrified. I immediately called PNC and spoke with XXXX. She informed me the reason for the stop pay was because I now have a balance of {$22.00} ( attachment L ). After PNC closed my account, it was reopened. XXXX escalated/expedited my case and instructed me to call back the next day. Because of the stop pay, I accrued overdraft and chargeback fee, totaling {$46.00} ( attachment M ). Please note, my initial complaint was voiced on XX/XX/XXXX and my case wasn't escalated until XX/XX/XXXX. 

On XX/XX/XXXX, I called and spoke with XXXX XXXX XXXX, Supervisor. At this moment, I was overly frustrated and upset. I broke down. XXXX XXXX provided me the case number ( XXXX ) along with the case worker 's name/number, XXXX XXXX XXXX XXXX 

On XX/XX/XXXX, I received an email of payment return due to insufficient funds ( another bill I paid on XX/XX/XXXX from overpayment refund check-attachment N ). I called PNC the same evening around XXXX central time for an update. Representative informed me replacement check in the amount of {$5200.00} would be overnighted the next day, Sunday and I would receive it Monday. ( I've never heard of mail being overnighted on a Sunday. ) I also made a payment for {$22.00} ( attachment O ). 

Tuesday, XX/XX/XXXX, still no check. I called PNC at XXXX central time and spoke with XXXX. She too never heard of overnighting on a Sunday. Because the call was lost on her end, I called back and spoke with XXXX XXXX at XXXX. He instructed me to call the next day to get the tracking number on the check. He also was unaware of overnighting on a Sunday. 

The next day, XX/XX/XXXX, I called PNC again and spoke with XXXX, Supervisor. He informed me I was only due overpayment for {$0.00} and the fees I've been charged would be for the retail escalation department to resolve. At this point, confused and stressed was an understatement. He did show my loan closed on XX/XX/XXXX. XXXX XXXX and myself have been unsuccessful reaching one another. I emailed her showing BankPlus fees ( attachment P & M ). 

To this date, I've not received any reimbursement from PNC for the {$35.00} XXXX stop fee charge. My initial XX/XX/XXXX payoff payment was made from my XXXX account. The refund service charge showing on attachment F was XXXX not PNC. I was charged stop pay fee twice so XXXX credit one back. I verified this with XXXX on XX/XX/XXXX. I've also not received reimbursement for XXXX insufficient fund charge of {$36.00} and chargeback fee of {$10.00} for PNC stop pay on overpayment check nor reimbursement for interest payment of {$22.00}. 

As I've shared with PNC staff, this has been a very stressful and horrific experience for me with sleepless nights, XXXX XXXX XXXX XXXXXXXX causing me to miss going into work and attending church. This has been nothing short of a nightmare. I would've never imagined paying off a vehicle early would result in so much grief. I was a well satisfied BBVA customer. I have no desire to conduct future business with PNC. I was told different things by different people plus the request to share my experience with PNC 's president/vice president was completely disregarded. 

In the midst of it all, I would like to commend XXXX XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX for your empathy. My goal submitting this complaint is for no other customer to experience my experience. Moving forward with PNC with the issues at hand, I would like to request all communication be either mailed to my physical address or email on file. Thank you for considering my complaint.