Consumer complaint received 2025-11-21 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: PNC Bank N.A.
State: AR

Complaint narrative:
Summary of Issue : I am filing this complaint because the dealership I purchased my vehicle from has repeatedly failed to process or provide proof of refund for cancelled warranties totaling approximately {$9000.00}, despite months of communication, in-person visits, and confirmation from them that the refunds were sent. My auto loan provider, PNC Bank, confirms no refunds have been received, and the dealership refuses to provide confirmation numbers or documentation. Their actions feel misleading, evasive, and potentially fraudulent. 



Full Timeline and Details : Before XX/XX/XXXX, I called the dealership consecutively for XXXX weeks asking to cancel the warranties I purchased with my vehicle. 
Each time I called the front desk, I was told someone would call me back, but no one ever did. 
I then called the salesman who sold me the car, and the same thing happened he said hed get back to me, but never did. 

Because I could not get any support by phone, and because the dealership is XXXX hours away from where I live in Arkansas, I had to take it upon myself XXXX XXXX down there on XX/XX/XXXX to handle this in person. 

Visit # XXXX XX/XX/XXXX : I requested to cancel all warranties. 
They cancelled only two ( tire & wheel and windshield ). 
I had to return again the same day because the rest of my warranties were still active. 

Visit # 2 Same Day : I requested that all warranties be cancelled except XXXX. 
They told me : It would take up to 45 business days for the refunds to be processed. 
Refunds could ONLY be applied to the principal of my auto loan. 
They said I could not use the refund toward payments or receive it back in cash, even though I originally paid cash for the warranties. 
I later confirmed with PNC Bank that this was not true, and the refund could be applied toward payments. 

I estimate my total warranty rebates to be around {$9000.00}. 



Post-Visit Follow-Up : After XX/XX/XXXX, I continued calling to check the status of the refund. 
Each time I called, they said it was still processing. 
I took a break from calling for about a month because I travel for work ( music production ) and needed to focus. 

XX/XX/XXXX : I called again. 
They told me the refund had been sent and I should see it applied to the principal. 
I explained that nothing had been applied. 
They insisted it should post immediately. 

Immediately after the call, I contacted PNC Bank, my lender. 
PNC confirmed they had not received ANY funds, and nothing had been applied to my principal besides my regular monthly payments. 
PNC also confirmed that I could use warranty refunds toward payments contradicting the dealerships statements. 

I called the dealership back immediately and told them PNC saw nothing. No solution was given. 



XX/XX/XXXX : I called again. 
They now claim they sent a payment of $ XXXX on XX/XX/XXXX or XX/XX/XXXX. 
They also claim they sent a second check for approximately $ XXXX. 
Still no confirmation numbers, no documents, no transparency, and no communication unless I call first. 

I contacted PNC again : They still see no incoming funds. 
They told me to give it 7 days just in case. 

I gave the dealership the benefit of the doubt and waited. 



XXXX Attempts for XXXX ( Unsuccessful ) : I called the dealership back and asked for confirmation numbers for the payments they claim to have sent. 

Their response was : If I can find it, I will. 

This is extremely concerning because : They can quote exact amounts. 
They insist payments were already sent. 
Yet they can not provide any proof, documentation, email, tracking number, or remittance of those payments. 

I gave them my email multiple times and asked for updates. I received XXXX communication. 



Reason for My Complaint : At this point, the dealership has : Failed to communicate professionally. 
Provided inconsistent stories. 
Made claims of refunds being sent with no evidence. 
Ignored multiple requests for confirmation numbers. 
Potentially withheld or failed to process funds that are legally owed back to me. 
Provided misleading information about how refunds can be applied ( which PNC corrected ). 
Caused over 45 business days of delay, despite claiming the refund was already sent. 
Caused me stress, lost time, and financial uncertainty regarding thousands of dollars. 

I no longer trust the dealership to handle this properly. I now must seek help from consumer protection authorities.

Company response to consumer: Closed with explanation