Consumer complaint received 2023-12-30 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: PNC Bank N.A.
State: PA

Complaint narrative:
This is a kind of long story so to make it short, I had a truck loan through PNC. Years I had this loan setup through autopay and back in XXXX I tried to take it off autopay due to some unexpected issues with money and for the first time since opening the loan I did not have the money in the account it was going to have to be late and they were understanding and said no problem we'll take you off autopay and you'll just have to make a one time payment when you can. Well the date of my usual autopay always came out it did. Not once but tried twice. Causing hundreds of dollars of overdraft and return payment fees that I was forced to just pay cause my bank said not there problem and PNC said oops sorry it was a mess up in our system but your fees are not our problem. Cool, fast forward to now the next month. Already now having made the payment I owed from XXXX after catching back up from the overdraft and return item fees, on top of paying XXXX 's payment 4 days early on the XXXX of XXXX ( due date is XXXX and that's what the autopay was setup to ) being all caught up for the month and expecting to be back on track for my next payment for XXXX, to my surprise I check my bank statement and yet again they're autopay system took out another payment. So again I call. They overdrafts my account again costing me more money in overdraft fees and return item fees and the real problem was from last month I assumed it would proceed to try again the next day like it did the month before and my direct deposit was going in that night so if it did try again I would be out the money. Again they understood but said they don't understand why they're system was doing this and the most they could do is send it to they're " escalations '' and we have to wait for them to investigate the problem and they'll be back to me within 48 hours. We'll sure as rain the system did try again, the money was in there and it did take it draining my bank account less then a month before XXXX. So I call and they say they're looking into the problem they'll be back in touch in another 24 hours. Now to make this even a worse story the truck I had on the loan actually blew the motor during this whole problem and I ended up trading it in because they said it was going to be months to repair through warranty because of backorder parts. Neither here nor there but it adds a little more confusion cause the account is now closed. So I waited another couple days for a call back from they're supposed escalations department and they never called. Countless calls and almost 3 weeks later cause they said they're escalations expert was out of office they finally said they don't know what happened they don't know why but the account is paid off and we'll mail you a check 7 to 10 days which is a little aggravating as it was being days before XXXX and they took {$660.00} dollars out of my account that I was now trying to make up for. So thinking it was over I waited and waited and it is now 20 days later from when they said they mailed the check and no check. I've left voicemails to the so called escalations expert 4 or 5 times since the XXXX no call back and if I call a normal representative they said they can't pull up anything cause my account is closed and only the escalations can. I'm at witts end with this and not sure what else to do. It's absolutely insane to me that not only am I out of this money cause of they're faulty system but I have now paid close to {$200.00} overdraft, return item and late fees on other bills that that {$660.00} dollars was supposed to be going to. If the shoe was on the other foot you can be sure I'd have to pay there fees but since they're a financial institution, I have to pay for they're negligence? I really apologize for the length of this complaint but I feel as if all info was necessary and I know for a fact somewhere in they're system it is recorded because between waiting for them just to tell me they'll finally give me my money back ever representative said the account was well noted. To the point of I would just call and say read the notes it's to long of a story. Please help. Thank you

Company response to consumer: Closed with explanation