Consumer complaint received 2020-05-01
Company: PNC Bank N.A.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
To Whom It May Concern, I truly need your help. My current mortgage loan was originated with XXXX XXXX XXXX. They are no longer in business. They sold the servicing to PNC XX/XX/XXXX. Our current mortgage servicer is still PNC. PNC has been charging me a late fee every month since XXXX XXXX transferred the servicing to them XX/XX/XXXX and showing my payments were not only 30 days late but made after the XXXX of the month per the customer service department XXXX XXXX XXXX ) I spoke with today. This is FALSE. The CSR from PNC even acknowledged that PNC has had these same complaints from other mortgage customers! See payment history attached below and the payment made to XXXX XXXX XXXX XX/XX/XXXX the same month the servicing was sold to PNC. 

XXXX XXXX also shows a 30-day late payment on my credit report for XX/XX/XXXX and PNC shows I never made a payment yet I have proof the payment was made and on time XX/XX/XXXX as attached. The issue, therefore, lies between XXXX XXXX XXXX who is no longer in business and PNC the servicer. PNC refused to help me resolve this. I started getting notices from PNC regarding late charges in XXXX and called them to resolve this year 's ago. They did nothing. Then XX/XX/XXXX XXXX see attached letter below ) I wrote a letter to PNC explaining with proof again that I was never 30 days late or paying after the XXXX of the month as all payments are made and taken out of my bank account between the XXXX XXXX of the month every month as proven. I am not responsible for when PNC posts the payments or their incompetent accounting practices. I have been 100 % compliant based on the terms of the Note. I also sent PNC my bank statements to show them when the money actually debited out of our checking account. I was assured by the PNC CSR XXXX " XXXX '', at that time ) that this issue would be resolved. Since I stopped getting notices from PNC regarding late charges after my letter in XXXX I thought this was finally resolved. ( I will be sending this information to the credit bureaus as well to get the XX/XX/XXXX late charge removed. ) Fast forward to today : I am currently in the process of refinancing my mortgage. Based on the PNC loan payoff attached that was ordered by my lender I am refinancing with, PNC, my current servicer is charging me 145 days of interest showing I am due for a XX/XX/XXXX payment despite the fact that I made the payment on XX/XX/XXXX ( Another posting mistake on PNC 's part ). See attached proof of payment from XXXX XXXX XXXX attached. PNC has obviously not taken care of anything and is falsely charging me for late fees based on the payoff we have received to refinance my loan ( attached ) through XX/XX/XXXX. 
PNC has been charging me {$96.00} dollars every month in late fees for a total they say due of {$3900.00} in interest and the payoff is showing 145 days of interest due at {$3100.00}. This makes no mathematical sense either. Even if I had been late ( WHICH I CLEARLY WAS NOT ) it should show 45 days of interest due through XX/XX/XXXX in the amount of {$1900.00} at XXXX per day per diem interest. 

The lender I am refinancing with and I called PNC together today to try to get a revised accurate payoff to no avail. The customer service representative " XXXX XXXX '' stated PNC would not allow me to speak to a supervisor. The customer service rep is quite incompetent although she tried. It took 50+ minutes of her complaining about how PNC does not care about customers and how she knew she was going to get fired for being on the phone more than 5 minutes but was going to try to help me. Of course, she could not. We told her we were going to file a complaint with the CFPB and the supervisor ( XXXX XXXX ) told her not to give us her name but XXXX did anyway. I would love for someone at the CFPB to hear the CSR recording as it would blow your mind. After 30+ minutes on the phone, XXXX stated that I need to send a letter in writing. I explained that I have already done this and made several calls and that I need to speak to a supervisor now to get this resolved. She told us she would escalate this and we would hear back by XX/XX/XXXX or sooner. 

This is and has been the definition of insanity. CFPB is my last resort. I am going to continue with my current in-progress refinance and will reluctantly pay this inaccurate payoff to avoid losing my refinancing progress and lower interest rate. I urgently ask CFPB to please help support my efforts to obtain a refund from PNC for the overcharges for the inaccurate late fees ( {$3900.00} ) and the incorrect amount of interest applied from the payoff statement ( {$3100.00} - {$1900.00} ) totaling = {$5200.00}. 

I can not overstate the number of hours wasted on multiple occasions I've had to endure attempting to get this resolved and my current lender told me that you are the agency that will protect me and others from this kind of blatant/predatory abuse. 

MORE INFO : This is what the credit report shows inaccurately from XXXX XXXX XXXX which I believe possibly started this issue. Again, between the transfer from XXXX XXXX XXXX   and PNC Mortgage. 

XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$380000.00} MTG {$0.00} XXXX {$0.00} {$0.00} XXXX XXXX XXXX XXXX PD WAS XXXX XP/TU/EF History : XX/XX/XXXX ; XXXX Late Dates : LAST LATE DATE XX/XX/XXXX TRANSFERRED TO ANOTHER LENDER ; CONVENTIONAL REAL ESTATE MORTGAGE ; XXXX XXXX   ACCOUNT It is clear that I did pay XXXX XXXX on XX/XX/XXXX below and attached Did this not get to PNC at transfer? Is this possibly the reason PNC shows I am late? It is my understanding the law protected me from this type of issue with the transfer of servicing. 

My credit report clearly shows I have never missed a payment to PNC. The missed payment to XXXX is also clearly inaccurate as you can see from my evidence of payments each month to either XXXX or PNC in XXXX from below - XXXX XXXX XXXX bank account history. It is also " telling '' that PNC has never reported any late payments or past dues to any of the credit bureaus mortgage. How could they possibly charge late fees or state a mortgage payment was missed? This is wrong on so many levels. 

Here is my payment History per the EFTs directly from my XXXX XXXX XXXX bank account statements attached : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX  XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX  XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX Escrow Shortage XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX  XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX PNC Mortgage Bill Payment XXXX XX/XX/XXXX PNC Mortgage Bill Payment XXXX XX/XX/XXXX PNC Mortgage Bill Payment XXXX

Company response to consumer: Closed with explanation