Consumer complaint received 2017-11-21
Company: PNC Bank N.A.
State: OH
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:
This complaint is being filed against PNC BANK ( also referred to as bank ) regarding the discrepancies of payment processes and associated services regarding a personal general-purpose credit card. This discrepancy has led to a chain reaction with the customers primary financial institution ( s ) in the form of credit limit reductions that drastically increased the customers credit/debt ratios further driving down the customers credit score. Additionally, the customer has since been declined auto leases and lines of credit multiple times that are needed to sustain personal and business-related activities. The declines are solely due to the alleged delinquent payment, subsequent poor credit score,  and subsequent high credit/debt ratios. The alleged delinquent payment is the only late payment of record in the entirety of the customers applicable credit history. 

As documented in customers credit report records, on XX/XX/XXXX the bank assessed a late payment. The bank failed to auto process an active and properly set up payment plan that had been in place and which had properly made auto payments for several months prior, since XX/XX/XXXX. The customer demonstrates no account changes had been made or authorized and that the customers communication settings include multiple forms of communication including call, mail, text, and email, however the bank failed to communicate that the account was late or that the payment process was not valid. A generic mass email was sent by the bank regarding hardware issues that were taking place during the payment timeframe. Once the email was received by the customer, the customer diligently and quickly reached out to the bank in order to ensure that the monthly auto payment would be processed accordingly, the bank gave no response that any payment issues needed to be resolved. This also occurred when the customer called about a potential fraud alert on the account, again the bank gave no response that the auto payment would not be received or delay. 

After an additional 30 days, the customer had attempted to lease a vehicle, in which the credit report showed that the payment discrepancy and associated issues had not been resolved. The customer contacted the bank multiple times again, this time being incorrectly transferred across multiple departments of the bank and ultimately the customer was transferred numerous times to an incorrect service rep, who provided inaccurate information. Once transferred to a capable manager or representative, the bank representative said that the customer was to blame, that nothing would be done, and that the customer should contact XXXX, the credit report agency the bank processes information through. The customer asked for the number to XXXX, the bank representative then provided a wrong / different number to a predatory credit rebuilding company, trying to sell credit repair services and products, not to XXXX. 

The customer then sent documentation through certified mail to all three-major credit reporting agencies, disputing the payment discrepancies. One reporting agency removed the issue and two kept the discrepancy because their fact-finding is only to determine if a payment had been made or not, not the circumstances regarding the error or dishonest practices of the bank. The customer again sent information disputing the ruling providing evidence of the situation, without receiving a reply. 

After the attempt to rectify the situation multiple times with the bank and then the credit agencies, the customer paid the account in full and closed the account with a negative balance of slightly over one-hundred dollars in the case that the bank applied any interest, fees, or charges. Once the account was paid and closed by the customer, credit reports updated the account to good standing however they did not remove the alleged delinquent payment, which continues to negatively impact the customers ability to borrow. 

The following evidentiary items are attached : Item 1 : Shows the entire listing ( All Folders upper left corner ) of PNC BANK correspondence from the most recent setting change in XX/XX/XXXX and does NOT list any communication of adverse account status such as late payments, as well as demonstrating minimum auto payments correctly being received by the bank for the customers account in question. 

Item 2 : System error with PNC BANK system showing that a recurring automated payment had already been setup since XX/XX/XXXX, another could not be setup. Additionally, this highlights in the top right corner the date which is significantly before the 30-day late payment timeframe, and demonstrating the customers diligence in getting this discrepancy resolved.
Item 3 : System error and notification by PNC BANK showing a hardware error and issue had caused disruption in the employee and customer banking, this is at no fault of the customer. 

Item 4 : PNC BANK system showing that PNC BANK is supposed to contact the consumer through mail, email, text, or phone to discuss any payment or setting changes, which PNC BANK failed to do. 

Item 5 : PNC BANK settings change from XX/XX/XXXX,  demonstrating the banks example email that should be received regarding any account changes, settings, or issues as well as showing that the customers contact information was up-to-date. 

Account of XX/XX/XXXX was paid in full, with a negative balance leftover for contingency on any additional bank fees.

Company response to consumer: Closed with explanation