Consumer complaint received 2018-04-27
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: PNC Bank N.A. (VA)

Hello, I started an auto loan with PNC bank on XX/XX/XXXX. Upon my first call to PNC Bank only weeks later I was appalled by how long I had to wait on hold and with the customer service I received. Right then decided to pay off my car to avoid making further payments and having to deal with their incompetent customer service. I sent my payoff check to PNC Bank on XX/XX/XXXX and only weeks ago, on XX/XX/XXXX was I informed that they had " found '' my check in their post room. I have all of the names written down for every single person I spoke to from XX/XX/XXXX-XX/XX/XXXX and no one made an effort to help me with this very serious problem. Quite on the contrary, the customer service representatives were annoyed with me calling and said that the check would " most likely be found sooner or later. '' Meanwhile, I was watching late payment fees and interest pile up for my loan. These fees and interest have not been refunded to me. I was sent to their " escalations department '' where my issue was not " escalated '' to the least bit. 



During the time they were " looking for my check, '' XXXX, the agent I was dealing with in the escalations department, told me to " be patient and call back later. '' Coincidentally, XXXX was in " training '' during the two or three weeks when I needed her help most. Her voicemail said she would have " limited access to her e-mail and phone. '' Please take into consideration that at this point I was not as much worried about the late payments or interest accruing as much as I was about my credit being affected! On XX/XX/XXXX ( one day before the " lost '' check would begin affecting my credit ), I decided to make a minimum payment so that my credit would not be affected due to the fact that PNC was still searching for a check that XXXX had noted was " never received. '' This statement in her notes was extremely false as I have Proof of Payment from my bank who sent the check with a tracking note that put the payoff check in XXXX on XX/XX/XXXX. This information alone shows that my check could have been found, but out of pure disrespect and inconsideration no initiative was taken to find my check in a quick fashion. Instead, they took their time and allowed my late payments and interest to go up before finding the check. If I had not made a minimum payment this would have indeed affected my credit. 



On XX/XX/XXXX I went into a local PNC branch to voice my situation and the financial consultant, XXXX, told me that he would give me the number for the escalations department. I explained that I have already been in contact with multiple individuals in the escalations department, none of which have helped me in any way. XXXX gave me his card and said that I should expect to hear from him about this issue in the next couple of days. I never heard back from XXXX even after I e-mailed him and left him messages at the branch. 



Today my loan is paid off, but I have waited to submit this complaint due to the fact that PNC had " never received '' the title for my car. They were not able to provide me any information about how to get my title back and suggested that I go to the DMV in Florida to take care of the issue. Mind you at this point they were more than aware that I had recently moved to XXXX XXXX, South Carolina. To this day, I still do not have the title to my car in hand which is beginning to affect me being able to drive. 



PNC has never attempted to contact me with an apology or refund of interest or late payments. When asking them to compensate me for my frustration and time the answer that I received was " XXXX XXXX, PNC does not do that. ''