Consumer complaint received 2023-11-29
Company: PNC Bank N.A.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
We were notified in the middle of XX/XX/2023 that our current mortgage for our primary residence was being transferred from XXXX to PNC. I received only 1 letter from PNC stating that the mortgage was being transferred to them and to not make the XXXX payment to XXXX and PNC would accept payments starting XX/XX/XXXX. On the XXXX of XXXX I spoke with a representative from the PNC mortgage department as I had no information to make a payment and she could not provide me with a loan number to make a payment or accept a payment. She went on to reassure me that it was not a problem, that the information would be sent out soon and that during this transition there would be no late fees for 120 days. I received no information from PNC until XX/XX/XXXX when I received a letter stating I did not have insurance on the home. I contacted my insurance company and confirmed that they had not received payment and that they had sent the bill to XXXX. On XX/XX/XXXX I contacted the insurance department of PNC to confirm what I needed to do to get them to pay the insurance from the Escrow of the loan. I provided all information. Since I now had the loan number I asked about being able to make a payment online since I had a PNC bank account and online account. The person in the insurance department stated they would have to transfer me to that department. I spoke with XXXX and she she stated that there was an issue with my online mortgage account not being connected to all of my other other online banking. She stated it would take a couple of days to process. I confirmed that it would not be an issue to make the payment when the online account was fixed as I was told I would have 120 days to make a payments on new accounts and she confirmed. I told all of the people I spoke with up to this point that I had not received anything from PNC except for the insurance paper. I had received all of the mail from all of my other PNC accounts but nothing on the mortgage. I check 2 days later and there was still no information online. On XX/XX/XXXX I had access to make the payments and I called and spoke with XXXX to confirm if I needed to make separate payments for each month or if I should make 1 payment. She stated that I should make separate payments. I again confirmed that there was no issue with my account and that there were no fees or issues. She confirmed that there were no fees assessed and no issues on the account. I made both of the XXXX and XXXX payments on XX/XX/XXXX. On XX/XX/XXXX I was served with the papers for intent to foreclose. I called and spoke with XXXX and at first she could not understand why we were sent Foreclosure paperwork. She saw that I had made payments on XX/XX/XXXX and I asked about the 120 days and she stated that yes that is what she thought. She emailed a manager and the manager told her that it was only 60 days when an account came over in default. I stated that it should not have come over in default that I did make XXXX payment 1 day late but I paid not only the mortgage payment but also the late fee to XXXX on the XXXX of XXXX and the mortgage was transferred on XX/XX/XXXX. She then stated that there was not anything else she could do so she sent a referral to a XXXX that would call me and then she transferred me to the Foreclosure department. I spoke with XXXX XXXX in the Foreclosure department and he stated that there was no Foreclosure issue since I had made the payment after some back and forth he was able to confirm that my last payment to XXXX was on the paperwork from XXXX but could not state anything in regards to my account coming over in default, whether it is a 60 or 120 day grace period or if this was going to be reported to the credit agency. I received a call back from XXXX in the escalation department on XX/XX/XXXX. I told her all of the above. She stated she did not see anything in my account except the last call and the one about the payment. She said that PNC had been calling everyday to ask about my payment and I told her that neither myself or my husband had received any phone calls. She asked if I had names and time of my calls. I did not have all of the times so I looked at my phone records. I p and provided the information. She stated that she would have the QA department pull the calls. I also confirmed that we did not have any incoming calls from PNC according to the phone logs from the phone company. XXXX called back on XX/XX/XXXX to confirm that the calls had been pulled and that I was given " wrong information. '' She stated that she could not provide the phone calls to me but would send a request to the Credit dispute reporting department to not report the lateness since the PNC representatives provided me with inaccurate information. On XX/XX/XXXX XXXX called back and stated that the Credit dispute reporting department would still report the lateness as " it was factually accurate that the payment was late. '' I disagree since PNC provided me with inaccurate information, they did not send any letters in regards to lateness, they made no phone calls to either party on the loan and they did not charge late fees.

Company response to consumer: Closed with explanation