PNC Financial Services Group

RE: Request for Refund Payment
PNC Bank Refusal to refund Car Loan Payment

I am writing because of the deeply unsatisfactory company's customer service procedures that I am constantly still having to endure.

I have a car loan from your company beginning from January 2018 at 7.09% and have requested numerous times to refinance at a lower rate and was denied every time, though I've NEVER been late on my payments and also apply more payments than the required monthly amount.

My quest to research for a better car loan rate ended when my Bank of America representative suggested to transfer monies from my credit card to pay down this PNC loan at a lower interest rate. That transfer of $4200 was processed on January 24, 2020 from Bank of America to my PNC Bank car loan.

January 31, 2020, I contacted the PNC Loan Dept to reverse that payment for it wasn't a sound long term financial decision. The PNC representative replied that I would have to wait until the $4200 was posted to my car loan account before the reversal can begin.

February 5, 2020, I contacted your Loan Dept and the representative said it would take up to 10 business days to process the $4200 loan payment reversal and refund a check.

February 10, 2020, I contacted your Loan Dept. and the representative replied that I needed verification that the monies came from my Bank of America account.

February 11, 2020, I downloaded that specific information and physically took that verification to the PNC Bank located in Austell, Ga. The verification documents were copied, scanned and sent as an attachment with a memo to your Loan Dept.

February 15, 2020, I called the PNC Loan Dept to verify receivement of my requested verification documents, are the papers in order and is there anything else need to process my $4200 loan payment reversal? Your representative replied that it will take 5-10 business days to receive a refund check. I also inquired if they could wire it directly to my Bank of America bank or send the check directly to them and PNC Bank said NO.

February 19, 2020, I called the PNC Loan Dept. the representative replied that the $4200 check has been posted to my account and has "CLEARED". I needed to Re-submit my REFUND REQUEST and to wait 5-10 business days to receive my $4200 check.

February 25, 2020, I called the PNC Loan Dept. and NOW was transferred to the Retail Escalation Dept. and spoke to Kai Winston who stated that they (PNC Bank Loan Dept) required letterhead from Bank of America verifying the $4200 came directly from my account. I needed MORE clarification of WHAT other documentation verification was now "REQUIRED". In my "OPINION" her voice perception was unprofessional and sarcastic.

February 26, 2020, I contacted the Bank of America and commenced to explain to their representative what paperwork was now "REQUIRED" from PNC Bank for process my loan payment reversal. He knew exactly what was needed and sent it through the mail and I received it a week later.

March 4, 2020, I scanned the "REQUIRED" verifying Bank of America documents to the PNC Escalation Dept. and called to confirm receival of the documents. Left a message on Kai Winston's phone and talked to a Retail Escalation team member informing me that their fax is general usage and will need to get sorted to the correct person.

March 5, 2020, PNC Bank back dated and reversed the $4200 car loan payment to February 3, 2020, which now reflects on my account. The PNC Escalation Dept. said that it will take 5-10 business days for me to receive my $4200 check so that I can return this check and resolve my Bank of America account situation.

It needs to be MENTIONED that during this PNC Bank financial fiasco, I've continued to pay my PNC car loan and the Bank of America $4200 loan advance and continue TO DO SO.

April 6, 2020, I contacted the PNC Bank to complain about not receiving my $4200 check, the representative said they would place a STOP payment on the check (in my "OPINION" was NEVER ISSUED), for me to wait 24-48 hours to process the request in order to re-issue another $4200 check.

WELL! It's the month of May and no Reimbursement/Reversal CHECK from the PNC Bank.

This PNC Bank purposeful financially BLUNDER has presented itself a financial hardship for me. PNC Bank has profited and gotten financial interest from withholding my $4200 while I am paying interest to Bank of American on this current loan of $4200. In my OPINION it's was a malicious act on behalf of the Retail Escalation Team for NOT following through with the processing of my $4200 check.

Upon receiving the approved verifying documents, the Retail Escalation Team reversed my loan payment, so they should have also immediately processed my $4200 check to be returned to Bank of America.

This is a disgusting, unacceptable and heinous was to treat a PNC patron and to place them in financial hardship position.

YES! I CONTINUE TO PAY BOTH PNC CAR PAYMENTS AND the $4200 Bank of America loan which I should be compensated for, due to the fact PNC Bank has profited from and collecting interest these monies, while I'm paying interest on these same monies.

How do you propose to correct the situation and hold your Retail Escalation Team and customer representative members accountable for these obvious preventable horrible acts against me?