Consumer complaint received 2024-03-15 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem when making payments — 
Company: PNC Bank N.A.
State: TX

Complaint narrative:
On XXXX, I was approved for a {$25000.00} Personal Loan for Debt Consolidation. I was approved online but had to go into the PNC XXXX in XXXX XXXX XXXX. in XXXX XXXX Texas to finalize and sign paperwork. The representative, XXXX, was not trained on closing Personal Loans and made the mistake of telling me the bank would keep the checks to mail the out to the institutions that I was trying to payoff. 

On XXXX, I discovered that the checks made by PNC and signed by me were never mailed out. 

On XXXX, I called the branch XXXX XXXX, XXXX, who advised that there was nothing do. She said I had to go into the location to pick up the checks and mail out the checks myself. I explained I was XXXX hours away from XXXX XXXX and I couldnt go pick up the checks. She was unfriendly, short and rude only to remind me that there was nothing she can do. 

On XXXX, I called PNC Customer Service Support where they noted the issues and escalated a complaint. 

On XXXX, I called PNC to review the complaint and the representative provided options for solution. XXXX listen to my concerns and escalated the complaints. 

On XXXX, a PNC Representative called me and he said that the XXXX XXXX and XXXX could mail out the checks. Another option was to load the funds into my checking account so I can make out the payments needed. 

On XXXX, I called PNC to follow up on the complaint and seek next steps. Notes were taken and escalated. 

On XXXX, I called PNC to seek help and they told me I had to work with the branch XXXX to resolve anything. My previous experiences with XXXX were poor so I asked the Customer Support lady to stay on the phone with me to witness the lack of professionalism from the Branch XXXX XXXX. I went into the store, waited for XXXX minutes to be acknowledged by the XXXX XXXX XXXX, when she finally approached me I was sitting down, looking down, on the phone and she just started talking not even looking at me. She said I didnt do anything about your case because you said you wanted to cancel it. At this time I stood up, extended my hand and introduced myself. She was reluctant to even extend her hand at me but eventually did. I clarified that I only mentioned cancelling the loan if she couldnt resolve it. 

On the same day, XXXX and XXXX, both confirmed that all I needed to do was to sign Stop Checks and return tomorrow for me to sign new checks. They both clarified and agreed that I would return the next day to sign new checks and they would mail them out. 

On XXXX, the next day I waited XXXX hour and XXXX minutes just for XXXX to tell me that the direction had changed and now I had to mail out the checks. I proceeded to ask XXXX and XXXX for copies of all the paperwork I had signed and she refused. As soon as leaving the building, I called PNC Customer Service they heard my concerns and took notes. 

On XXXX, XXXX from XXXX XXXX called me to apologize and acknowledge all the mistakes that the PNC XXXX had made. She acknowledged that usually mistakes are caught within 10 days and I told her I was the one who caught the mistake 15 days later. She also was shocked that the branch refused to hand me copies of the paperwork I signed. XXXX agreed that I shouldnt make the first payment until PNC delivered their end of the contract. She mentioned she would reach out to the XXXX XXXX to get approvals to delay the XXXX payment. 

On XXXX, I called to speak to XXXX the case XXXX and I told her I needed a the first payment to be pushed back, extended or postponed until PNC paid off the institutions they were supposed to. 

Today is XXXX, those checks have not made it out to the institutions that PNC was supposed to pay off and PNC is already charging me the first payment for this loan. 

I am disappointed with the lack of training, professionalism and support that Ive received in this matter. I have been made to feel as if I made a mistake when XXXX and XXXX failed to excite the load process right the first day. XXXX expressed she was overwhelmed covering XXXX bank locations and even shared her health history. XXXX was complaining about the XXXX XXXX and the lack of ability to provide clear direction. The most XXXX breaking thing is feeling unsupported during a difficult time. I asked for a load to ensure my XXXX XXXX was not impacted and PNC cause XXXX other credit lines to exceed due dates. I put my trust in PNC, XXXX and XXXX that all failed to show empathy and failed to de-escalated a tough customer situation. 

A loan that was approved on XXXX has not been fulfilled from PNC as I write this. My payment has already been take from my account on a load that PNC has not delivered their end of the contract because the XXXX XXXX can not be located.

Company response to consumer: Closed with monetary relief