Consumer complaint received 2018-06-29
Company: PNC Bank N.A.
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage

Complaint:
XX/XX/2018 PNC BANK HAS BEEN APPLYING splitting AND REVERSING MY last 3 PAYMENTS IN AN ERRATIC FASHION and refused for almost 4 months to credit them as of the day PNC received them. 
PNC RECEIVED THE PAYOFF OF MY MORTGAGE ( my last payment to them ) ON XX/XX/2018 BUT HAS NOT RECONVEYED MY LOAN AND RELEASED THE LIEN ON MY HOME. 
1 ) STARTING WITH THE XX/XX/2018 {$1200.00} PAYMENT. Please see attached POSTED TRANSACTION LIST wherein the XXXX XXXX {$1200.00} PAYMENT THEY RECEIVED on XX/XX/2018 is credited as TWO payments, {$690.00} and {$510.00}, and the same day the {$510.00} part of their credit is reversed and not credited again until XX/XX/2018! Interest accrued on this {$510.00} during this period 2 ) On XX/XX/2018 PNC bank received another payment from me for {$140000.00} and again they split it and credit it as two payments, {$1000.00} and {$140000.00}, and the same day the {$140000.00} part of their credit is reversed and not credited again until XX/XX/2018! Please see attached Posted transaction list. Interest accrued on the {$140000.00} during this period. 
3 ) On XX/XX/2018 I called them and received a payoff quote of {$1100.00} good until XX/XX/2018. I was told to mail it with a letter explaining I wanted the account closed and the lien released. I sent it express mail to the physical address to send express mail payments on my statement. However this PAYOFF PAYMENT WAS CREDITED XX/XX/2018 AS TWO PAYMENTS, AGAIN, {$1000.00} AND {$160.00}, AND AGAIN {$160.00} WAS REVERSED AND NEVER CREDITED AGAIN! Please see attached Posted transaction list. 
4 ) I RECEIVED A STATEMENT DATED XX/XX/2018 REQUESTING A PAY {$560.00} AFTER I HAD SENT AND PNC HAD RECEIVED THE FULL PAYOFF ABOVE. 
5 ) I requested on multiple occasions in XXXX and XXXX that the accounting FOR MY 3 MISAPPLIED PAYMENTS be corrected as follows a ) the full {$1200.00} I paid on XX/XX/2018 be credited as such on XX/XX/2018 b ) the full  {$140000.00} I paid on XX/XX/2018 be credited as such on XX/XX/2018 c ) the full {$1100.00} Payoff I paid on XX/XX/2018 be credited as such on XX/XX/2018 and my lien released by reconveying the deed of trust and recording it and by returning to me the original note and deed of trust marked PAID IN Full. 

5 ) on XX/XX/2018 PNC SUPERVISOR XXXX XXXX STATED TO ME THAT I HAD OVERPAID {$110.00} AND THAT WITHIN 10 DAYS HE WOULD ASK FOR A CHECK BE ISSUED AND LIEN RELEASED BUT THIS WAS NOT DONE 6 ) BEGINNING OF XXXX I CALLED AGAIN PNC ESCALATION DEPT AT XXXX XXXX REQUESTING FOR A RESOLUTION AS I RECEIVED A NEW STATEMENT DATED XX/XX/2018 CLAIMING I OWED {$590.00} AND A NEW MANAGER PROMISED HE WOULD STRAIGHTEN THIS OUT WITHIN 10 Days BUT THIS WAS NOT DONE AGAIN 7 ) XX/XX/2018 : a ) I DROVE TO THE PHYSICAL ADDRESS TO SEND OVERNIGHT OR EXPRESS MAIL PAYMENTS NOTED ON MY STATEMENT, where I had sent the PAYOFF, TO WIT : XXXX XXXX XXXX. , XXXX CA XXXX, ONLY TO FIND OUT IT WAS THE OFFICES OF   XXXX  not PNC bank. I was told that XXXX receives payments for PNC and forwards them to PNC ONLY. 
b ) I CALLED AGAIN PNC ESCALATION DEPT AT XXXX XXXX and was transferred to XXXX XXXX again who asked me to write a letter to close my account again and to send it to PNC Bank XXXX XXXX PA but he couldnt guarantee anything because it was beyond his control. He gave me the name of his supervisor XXXX XXXX and his number XXXX XXXX, which I called but he hasnt returned the call. 

PLEASE HELP

Company response to consumer: Closed with explanation