Consumer complaint received 2025-12-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: FIRST NATIONAL BANK OF PENNSYLVANIA
State: PA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX \nThis happened on XX/XX/2025 at approximately XXXX XXXX at XX/XX/XXXX, XXXX XXXX XXXX, XX/XX/XXXXPA XXXX. XXXX XXXX XXXX provided my work address to repo agent after I had notified FNB on NUMEROUS Aoccasions in recorded phone calls that they would have in their database that I CANNOT be contacted at my job for personal matters. They affirmed understanding this many times Also, FNB was notified by me that I work in a womens drug and alcohol treatment facility when clients live in a rehab and a halfway house, making their confidentiality and right to privacy of utmost importance. FNB VIOLATED FDCPA by subsequently giving Premier my work address for the repossession contract without telling premier that my work should be off limits at my request due to concern for my job for conducting this repossession. This resulted in Premier coming to my place of employmentbreaching the peace there and humiliating me in front of my coworkers, supervisors AND CLIENTS!!!\n\nRepo agent recorded on the private business lot where I work, capturing clients and staffs faces and identities. He did not obtain consent from any party present to record them. This violates the privacy and medical HIPPA integrity of the treatment facility. It also violates XXXX  two party consent Wiretap Law. He had no permission from the property owner or business owner to be there. He violated several No Trespassing signs in driving up to the secluded and private lot. He also drove past signs notifying HIM that the business lot is under surveillance due to the security of our women we take care of. \n\nThis is all on my workplaces video surveillance recordings. Video no sound but all of the goings on were caught on camera - breach of peace, public disclosure of my private debt matter in front of my colleagues and clients AND LIKELY DAMAGE TO MY CAR THAT THE DROPPED TWICE AND DRAGGED FROM THE SIDE during his attempt to take the car. Now those videos would need a subpoena because of my workplaces HIPPA status and clients faces are visible. But with a suboeona I am sure my workplace would give them. And a supervisor watched the video with me as a witness to see what all occurred. There are numerous signs posted indicating our business lot is recorded that he wouldve passed driving into the lot area. So he had warning of him being recorded. And what I watched on this video is heartbreaking to me. I do not dispute I was behind on payments but humiliating me at my workplace at a job where we believe humans deserve dignity no matter what in this life was the worst feeling. This was embarrassing, demoralizing, defeating. I didnt even want to go back to work.\n\n1. I feel there was gross breach of peace at my workplace where they did this. I work in a private womens rehab and halfway house for addiction recovery services, a fact which I had made known to FNB in a previous collection call they placed to me at work on the business line. I made clear that I work in a sensitive, confidential environment as a case manager and that personal business is not permitted at my workplace at all. They affirmed this every time I called again to make payments to them. Yet they provided that same workplace information to Premier in the self help repossession contract. \nThe driver violated numerous no trespassing signs located all along the private driveways leading to the secluded building which is nowhere close to nor visible from the nearest public road. He bypassed all of those signs and entered our small lot and then created a 30 minute long disturbance of my workplace in front of coworkers, supervisors and, most dishearteningly, our women clients who are in the rehab and halfway house for addiction treatment. Their protection and confidentiality is integral to what we strive to achieve. Our lot is private and remote for a reason. He had no permission from my employer to be on the property. And I believe he was recording from his truck which is also a grave error, as he did not notify anyone on the scene he was recording. He is a civil repo agent with no legal authority to video on that lot without consent. And I know my employer did not grant that consent. And he likely caught images of clients and my colleagues without their permission which violates the privacy expected on that lot due to our business nature. \nTwo clients were outside when he arrived and backed up against my car. They had to alert a supervisor on our intercom that theres a tow man trying to hook Miss Leslies car. I was offsite driving other women to their jobs at the time. The supervisor had to stop giving our scheduled medications to the women inside to run out and confront him. \nShe interacted and asked him what he was doing. He told her it is a bank matter. She told him I was not there but would return in about 45 minutes. She then told him this was not maybe the place to be doing this. She called me using her cell in front of him and told me there was truck taking my car. My doors were locked so she couldnt get my stuff out. She asked him what about my stuff in there. He tells her the bank will tell her what to do. She then hands him her phone (and this is visible on our camera) and he then speaks to me on a 3rd party persons cell, not his business phone, about this. I asked where he was taking the car. He said the bank will tell you, I wont know til I hook it. And on our video you can see him on that phone talking to me which means all the people in eye and ear shot could hear him discussing my bank issue. And, again, clients are outside right there seeing and hearing this. \nA coworker tries to come up the drive. She has to double back and go a different road in because he had the drive we use blocked with his truck. This made her late for work. \nShe then parks in a spot close to and alongside my car. She got out and she said to him that she isnt moving her car from her normal spot she uses for him to take Leslies car so he better be able to maneuver around. Then she approaches him and asks if she can go get her bank card or go get money out and she will pay what I owe to stop this. He said she has to call the bank. She says, cant you call the bank then and say someone here will pay this? Right now? Just dont take her car because I can pay this and help her. He tells her again, She has to call the bank. \nHe publicly disclosed to all those people multiple times bank matter. My personal business was aired to my entire group of colleagues and some clients I try to help every day. \nAt this point the supervisor directs everyone inside to stop this scene hes making. \nThat, I feel, was such an offense to my dignify and professional reputation. He coukdve cost me my job! And if FNB had honored my previous informing them of the sensitive place I work, and honored their previous affirmations to not contact me at work ever again, it wouldnt have happened. \n\nNotified FNB of video from my employers lot surveillance camera showing the repo driver DROPPING MY CAR TWO TIMES AND DRAGGING IT BY ITS SIDE FRAME! On the video, there is two clear times he DROPS my car. The first - he tries to pull it from behind. He starts to lift it and it falls off and hits the ground hard. You can see in the video the car bounces down hard and shakes some. This almost certainly caused damage. The back end was lifted high when it dropped off his hook. And I have a FWD vehicle so lifting the back is THE WRONG METHOD!!!! It will damage the FWD car!!! \nThen he cant maneuver well I guess due to how small our lot is. And theres people walking, women trying to walk their kids to the bus stop and colleagues trying to get into the building. So he starts driving erratically all over the lot. Doing circles, backing up, 3 point turns, over and over several times. This goes on and on and on. Then he decided to grab the side of my car. He pulls it and you can see it dragging hard on the ground. My tires appear to skid out and probably damaged my wheels or frame. He keeps pulling it sideways. \nThen he does more circles, pulling, etc and finally gets it spun. \nSecond drop - he then hooks the front. As he tries to lift the front, it appears on the video that my bottom bumper starts to separate from the car and  it AGAIN falls. And hits the ground. Again. And bounced. Again I am reasonably certain this car is now damaged both body and possibly mechanical damages too from impacts. \nSo now FNB wants me to pay $4,200+ to fully redeem the loan payoff. BY DECEMBER 10. Or they have in a letter to me they will PRIVATE SALE it. No auction. No Chance for me to go bid it back. Ive told FNB AND PREMIER in phone and written correspondence, as well as in a complaint filed with DOBS, that I watched this video and see what happens to my car. And I am terrified to go pay $4,200 plus whatever storage fees etc are added on, pay off my loan to own a car that, right now, is likely destroyed or going to cost more to fix than it is worth. Because of PREMIERS NEGLIGENCE in their drivers manhandling of it during the tow attempts. \nI have been given help by my dad, family and friends to raise the money to pay off the whole loan in full and get my car back and be done with FNB. I wouldve gone the day I got the letter from FNB post-repossession telling me what they want: that I wont accept me to just catch up on payments but demanded full loan payoff. I wouldve done that. But then I saw this video and my car likely being damaged significantly which will leave me with a piece of useless paid-off junk - due to their negligence. \nFNB is blaming Premier. Premier is blaming FNB. But in the interim Ive had to get rides to work, sit home and go nowhere, get some of my work hours adjusted. Because I have no car. I dont dispute I was behind. I can pay this off now thanks to kind people willing to help me. But no one - Not FNB nor Premier - are resolving my complaints of my concerns about my cars condition. \n\nPremier did leave a voicemail on 12/3/2025 apologizing for my experience I have that saved. \nPremier emailed me a claim form and an apology for my experience. Yet the claim form demands I do 3 different things and go to a notary - to rectify their AGENTs destruction of my car. And they say in the voice mail I should go pay the bank to get the car back, then take it to two mechanics to get checked out. I live 1 1/2 hours from the tow yard. \n\nIf I go pay this off, Im scared itll almost appear Im accepting it as is. Which I do not. I havent even been able to see it yet! I dont know what Im paying to own. And if I drive it off that repo lot, to a mechanic, Will I even make it? It might break down or a wheel fall off because I dont know what damage exists on it that might be not immediately visible to us. If I drive it, can they then say, well she drove it off our lot, she mustve hit a pothole or who knows what. I do not deserve to go pay over $4,000 for a car that will be useless or so expensive to fix that its implausible for me to fix it. And it is not damage I caused. \n\nThe best FNB offered for my concern of inspecting the car and seeing what Im getting back before I buy it back is for me to take a 3rd party up to look at it then decide if I want to pay it off or file the claim form. Thats all theyve offered to do and they are the ones who hired this man and his company. And they told me the repo lot has no garage, no way for my mechanic to do anything but look it over. I do not accept that. Not for over $4,200 they want for the loan payoff for a car they probably destroyed, maybe totaled. \nAnd I only have until December 10 to either pay or theyre planning to start a private sale. But I feel FNB needs to compel Premier to provide both FNB and myself with HONEST REPORTS OF THE DAMAGE THEIR DRIVER CAUSED as the car sits in their possession on their lot right now. \nI should not have to pay FNB to pay off this loan until I am ENSURED that the car is in THE SAME CONDITION NOW AS IT WAS BEFORE PREMIER MISHANDLED IT!! Nor should I have to go through multiple claims steps and involve my insurance when they can SEE my car is DAMAGED!'

Company response to consumer: Closed with explanation