Consumer complaint received 2020-01-30
Company: PNC Bank N.A.
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
At some point in XXXX of XXXX I applied for a credit card with PNC bank. I waited for my credit card to arrive. After several weeks it arrived and I tried to register my card and account online. I was not able to because it the online website stated I needed a pin. I called PNC and they said that I needed a pin and they would send it out. I asked what my due date was and PNC representative stated that she not know as they system did not indicate a date. I waited for my pin to come and it never arrived. I was worried about being late so I called at the end o XX/XX/XXXX and found out that I had missed my due date and had received a late fee of {$27.00} and was charged interest on the late charge of {$1.00}. The PNC representative stated she would refund the fee and interest charge and did so on XX/XX/XXXX. The PNC representative assisted me in setting up a recurring payment so that I would be able to pay my credit card payment on the XXXX of each month. I logged at the end of XX/XX/XXXX and found out that my reoccurring payment was set up for XX/XX/XXXX and that I had missed my payment again. Being a new customer to PNC I had experienced significant issues getting this step right. This time PNC would not refund the late fee of {$38.00} which they eventually charged me for on XX/XX/XXXX. They also charged me an interest charge of a {$1.00} on the late fee. I called and explained that what that my intention obviously was to set it up on the XX/XX/XXXX, which was the due date. The PNC representative assisted me in changing the date so the reoccuring payment would be deducted on the XXXX of each month going forward but would not be able to refund the late charge or related interest charge. I thought is this ethical to be charging me this fee when there system should have taken in it out on XX/XX/XXXX. And why are they charging me an interest charge of a {$1.00}. She said she could not refund the XXXX late fee because they already refunded the first late fee in XXXX. I thought why as I believe both were due to your not user friendly system. I thought is PNC doing this to all their customers. The PNC representative said when the reoccuring payment for the XXXX was set up for each month that it automatically chose the XXXX because that was the day I called in. I thought why would it default to a date after my due date. Sounds crooked and unethical as it should default to the XXXX if anything. Sounds crooked. Also why did they charge me on the first late charge only {$27.00} and on the second {$38.00}. I am a hardworking person that works two jobs and I do not need PNC taking money out of my pockets as I try and survive taking care of my wife, kids and elderly mother. I think there system defaults and issues are what caused these late fees. I wish that PNC would investigate. I tried to escalate the issue with PNC and they cold heartily said no again. I called again on XX/XX/XXXX and they said no again. They have take advantage of me their customer with providing a system that is difficult to set up the automatic payment withdrawal causing funds to be charged. I hope I am not the only one this has happened to but by the way they treated me I do not think so. I am sure their late fees have increased significantly by designing their online system to not be customer friendly. Can the CFPB right this unjustice of the big brother bank. XXXX XXXX XXXX # : XXXX XXXX XXXX ; Email address : XXXX. Thanks.

Company response to consumer: Closed with explanation