Consumer complaint received 2018-08-22
Company: PNC Bank N.A.
State: PA
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
I took out a home equity loan in XXXX of XXXX at PNC bank. The payments were set up to automatically be deducted from my PNC account and applied to my PNC loan every month. I also was making an additional {$310.00} a month principal payment electronically each month. Starting with the 1st payment and continuing up and till XX/XX/2018 Pnc was removing the money from my account and not applying it to my loan on a route-en bases. I have been in contact with PNC loan department every month several times trying to get the payments applied to the loan properly. The agents i have spoken with had informed me that they could see the money that was taken out of my bank account and then some of it was put into a suspended account. The suspended account was not being applied to the loan and at one point there was over {$1200.00} in suspension. This amount triggered there computer system to put my account in default and they sent me a foreclosure notice on my property. All along the money was being deducted from my bank account and being held by PNC banks loan department. Since this happened i contacted another banking institution and secured a loan with them to pay of my PNC loan. The pay off completed this past Monday and i am now trying to recover an over payment that was still in suspension on the date that the pay off total was generated. There agent informed me that the payoff would not include the amount in suspension but it would be placed onto my account once it was taken out of suspension. After getting this information i was able to see that the XX/XX/XXXX payment that was in suspension had actually been released and applied to the XXXX payment date of XX/XX/2018. While reviewing this correction i found another entry on XX/XX/2018. I made a principal payment of {$310.00} and it showed as being applied to the principle of the loan. Then on the next line of my statement it showed that there was a - {$310.00} removed on the same day from the principle and to this date it has not been reapplied. There for i am owed the {$310.00} as a refund. I also requested that the early termination penalty be refunded due to all of the problems with there system and the foreclosure notice i have received. The agent XXXX XXXX in the retail escalation department informed me as of XX/XX/2018 that she had requested the early termination fee of $ XXXX.waived and that she could see that there was still {$310.00} in the suspended area that i was due as a refund. I have been reaching out to them every day including today trying to find out when these refunds would be processed and as of today 's call to the loan servicing department XXXX XXXX she was unsure when the back office department would get to these items and when or if they would be processing them for a return. I am also trying to establish that there was a {$500.00} early termination fee in my agreement but after all of the moving of payment and reapplications of payments i can not tell if this was charged and hidden inside of there system. The last statement that i had made a copy of now listed that there was {$1300.00} in late payment fees. I have no way of telling if this is where they were placing fees and when i questioned them they were unsure and that the back office people were working it all out. I have made a total of 5 regular monthly payments of {$300.00} and 4 principal only payments of {$310.00}. The reference # i was given was XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation