Consumer complaint received 2024-12-20 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: PNC Bank N.A.
State: SC

Complaint narrative:
XX/XX/XXXX, I purchased a vehicle approved through PNC Bank XXXX XXXX. During the time of purchase to XX/XX/XXXX my account was made on time of my payment amount XXXX  XXXX. Interest was also applied making the majority of my payments during this time up to XXXX XXXXXXXX. Being that the payments were made over the phone, PNC had verbal recorded record of my statement of applying overpayment to interest. 

Payments were being made over the phone due to not having a PNC Bank Account. I was unaware of this process and could not figure out how to get this set up to make my payments, with several attempts and multiple phone calls to PNC. 

In beginning of XX/XX/XXXX I spoke to a PNC customer service rep that completed my automated payment of {$790.00} / mos with a total payment of XXXX  XXXX, applying the difference of {$59.00} toward interest. 

My first automated payment was debited from my account on XX/XX/XXXX ( scheduled payment due each month on XXXX ) in the amount of {$1200.00}, by PNC. 
I immediately called PNC to make them aware of this unauthorized amount. They stated it was an error on their side and that they could not withdraw the payment but would mail a check of the {$350.00} difference. ( this check amount has not been recieved by myself. PNC has been notifed ) The second automated payment was debited the following month on XX/XX/XXXX in the amount of {$1100.00}. This unknown amount left my account balance with an over draft and I again immediately called the bank stopping payment with explanation as to why. The bank approved and stopped payment on the incorrect payment amounts. 
Same day I called and made PNC aware of the issues. Spoke to many customer service agents that had no explanation to the issue other than confusion that lead me to believe I was set up through this service incorrectly by their agent. 

After multiple calls and taking time out of work and having to explain to my employer the time needed to get this corrected. Immediately following the stopped payment i received payment notices, emails and multiple texts. 
The issue was escalated to XXXX on an " XXXXXXXX XXXX '', XXXX. XXXX XXXX did not reach out to me. I called and receieved her number by a customer service agent and left a voice message on XX/XX/XXXX, Phone number XXXX, direct line. 

XXXX XXXX was on vacation and no hear from her until the week of XX/XX/XXXX. During this week I recieved a text message stating my account was in repossesion and that my vehicle was subject to be picked up. I immediately called XXXX on XX/XX/XXXX XXXX  stated that she did not know what was owed and that no repossession would take place and the account is with an XXXX XXXX, she also stated she would be on vacation tomorrow, XX/XX/XXXX and will give a call back on XXXX. 
Later this same day I received a XXXX repossession text message. 

Due to the repeated text messages i requested another agent and was connected with XXXX XXXX. This connection lead to me having to explain the whole situation once again and takinig additional time out of work to do so. XXXX told me on XX/XX/XXXX that the account was {$350.00} outstanding and that her team could not stop the collection team and would recommend me to pay the balance until things could be figured out. I made the payment of {$350.00} on XX/XX/XXXX. During this time and multiple correspondences with XXXX we uncovered that NONE of my interest payments dated back to the start of the account in XX/XX/XXXX was applied to interest. My verbal phone records with PNC was pulled and they heard the request for all payments during each phone call to be applied to interest. This lead to PNC mailing me a statement that I could not understand but took for granted everything was up to date and corrected. During this time automoated payments were stopped. 
Monthly payments continued to be made each month in the amount of {$790.00} due to the, being called in each month due to PNC not correcting their issue. 
On XX/XX/XXXX an automated payment was made to my account for XXXX different payment amounts leading to another XXXX charge. These payments were not on the due date and had no affiliation with my account. I reached out to PNC and was told that there was a glitch In the system and the payments were prompted incorrectly. 
Following the XX/XX/XXXX automated payments my account has shown past due. I have received MULTIPLE collection calls, emails. 
I made a payment on XX/XX/XXXX for my XX/XX/XXXX payment. During this call I was informed my new payment amount was in the amount os {$820.00} which I paid on this day. I asked is my account past due? The customer service agent on the call stated no my account was up to date. 
No Past Due Emails or Notice was received again until the end of XXXX. 
After several calls to get this situation corrected taking time off of work for lengthy conversations and requesting multiple times to talk to a XXXX I received a call back from XXXX XXXX. XXXX XXXX emailed me same day after another lengthy explanation of the account issues. The call ended on XX/XX/XXXX with her stating it would be a week before I heard back and would hear back from her after investigation on XX/XX/XXXX. She told me that during this time a hold would be on my account and no collection activity would occur. Later this day on XX/XX/XXXX I received past due emails.

Company response to consumer: Closed with explanation