Consumer complaint received 2023-09-21
Company: PNC Bank N.A.
State: NC
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I am writing to dispute two late payments that were placed on my credit report, as well as my wifes mistakenly by PNC Bank after we were awarded by loan officer XXXX XXXX, XXXX XXXX Representative, deferred payments for our credit card and personal loan because we were attempting to do a debt consolidation/hardship with PNC through a local branch, XXXX NC . We tried to file a dispute online with the credit reporting agencies but were advised that PNC would have to remove their mistake on their own. We attempted to rectify the situation with PNC but were told by several individuals that there was nothing they could do, even though the loan officer at the XXXX XXXX, XXXX, told us that we wouldnt have to pay for those months because they were being deferred. The account number, XXXX, was opened on XXXX. The late fees were attributed for XX/XX/2020 and XX/XX/2020, again after we had been awarded deferred payments. You can go back and look to see we had no late payments prior to that with the credit card or after those two incidents. At the same time, we had a personal loan, XXXX, through PNC that was awarded deferred payments by XXXX or XXXX in the loan department on XXXX in an attempt to consolidate the debt. We were advised that the XXXX and XXXX payments for XXXX would be deferred and we were never charged late payments for that endeavor. The loan was paid in full on XXXX. When we discovered the late payments, we immediately went to the XXXX XXXX to meet with XXXX XXXX. She immediately started apologizing and said she would get the situation rectified. She further mentioned that all of her calls are recorded so it would show that we were in the rightthat we were told by her not to make payments. Some time went by and we were directed to a XXXX XXXX in Executive Client Relations. XXXX advised he would have it taken care of. I have that conversation, as well as many others with other PNC reps, recorded. Again, time passed and nothing had been done. We again went to the XXXX XXXX to seek assistance and was told XXXX XXXX had left the company. We spoke with XXXX who was the senior branch representative and she said she remembered the whole debacle. Her comment was, They havent take care of that yet. Let me see what we can do on our end. She put in me touch with XXXX XXXX in the Executive Client Relations Group which advised she would review our case. I havent heard one peep from her or that office since then. As I mentioned before, we have written to PNC to address this mistake and the response was that the credit bureaus would have to have that taken off. We have written to the credit bureaus and the response was that PNC would have to have that taken off. We have tried XXXX XXXX to have the late payments addressed to no avail. 

Please explain to us, either by email, phone or mail why we are being punished for trying to consolidate our debt with PNC when the loan officer at PNC, XXXX XXXX, advised us not to pay those months because they would be consolidated. You can go back and listen to her recordings on her phone line ( we know because she told us they were recorded ) with several departments after she realized what happened and tried to rectify the situation. We also have recordings with XXXX XXXX and XXXX from the escalation department explaining that they would try to rectify the situation but never did. We have never had a late payment on our credit report until PNC dropped the ball. We take our credit very seriously and will start searching for credit lawyers to tackle this issue if it is not resolved.

Company response to consumer: Closed with explanation