Consumer complaint received 2018-09-21
Company: PNC Bank N.A.
State: PA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
If this does not come up in columns where it is easier to read, I am attaching a copy in XXXX format. 
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ On XX/XX/XXXX I began receiving payments from XXXX  XXXX XXXX   XXXX  for XXXX claims covering my Home equity loan thru PNC Bank. Since the beginning I have had issues of my monthly pmts received being posted to the wrong due date on my account. In the beginning I tried calling PNC loan dept to resolve the issue but never seemed to get anywhere with them. I followed up going to a local branch of PNC & their  customer service dept was able to get the loan dept to correct the entries to reflect the correct month/payment due date. 
On XX/XX/XXXX PNC closed the local branch I was dealing with and also revamped their computers. At that time EVERYTHING changed. Payments were reapplied, but this time to the wrong due dates, then showing months that they had already received payment on were still shown as due. I had to start dealing with their corporate offices again & yet again could get no where with them, being shuffled between their loan servicing area & escalation dept. 
Schedule of checks issued by XXXX XXXX XXXX XXXX XXXX loan due date.. All payments prior to these dates have been reconciled & already corrected. ( Dates of posting may be off a day or two from date of rcpt ) All amounts are {$400.00} unless noted. 

XXXX XXXX issued Date pmt should be applied to XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Deducted add'l XXXX from ckg acct telling me pmt due for XX/XX/XXXX was due XX/XX/XXXX XX/XX/XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Communications made ( this is not full list, I didn't keep track of names until I realized follow up was never gon na happen. 
XX/XX/XXXX XXXX service dept will review & cAll back XX/XX/XXXX XXXX loan servicing area will send copy of acct ( I rcvd this approx XX/XX/XXXX but print was so light it could hardly be read She said they have had problems with their new system but assured me it would be corrected soon. 

XX/XX/XXXX XXXX service dept transferred to loan servicing XX/XX/XXXX XXXX XXXX loan servicing will reverse & correct posting 3-5 business days.. ( never happened )????? XXXX XXXX Nothing could be done since pmts applied to current month due. I Told him for 6 years they've been applying to correct months but he insisted in his arrogant way, " can't change our policy. '' I informed him, as I had informed several others that They can not just ignore my due date & apply pmts to whatever they wanted. XXXX XXXX was applied for thru PNC. It was not an outside company that I chose. I have contacted XXXX XXXX several years prior when there were 6 months worth of pmts made and not a XXXX was taken off my loan. PNC Bank never resolved that problem either. XXXX XXXX said it was not their issue since it all goes directly to PNC to post. They couldn't change their issue date or send their pmts directly to me to pay out to PNC monthly because of their agmt with PNC. I told PNC they are leaving me no choice but to higher a lawyer to resolve this. He laughed and said " Okay, Be sure to give them my name '' Then I asked to speak to someone higher than him, & I really can't remember what he said since I was so emotional & had to hang up. ( To be honest, I live ( barely ) on SS XXXX and can't afford a lawyer, but I hoped it would motivate him to let me speak to someone higher than himself. 
I figured since this issue has caused my health issues from stress and anxiety to the point I would have anxiety attack just seeing an envelope in the mail with PNC 's name on it, I would let it go, show a double payment for the month and have it over with. 
THEN THIS HAPPENED XX/XX/XXXX pmt was already made by XXXX XXXX on XX/XX/XXXX & XX/XX/XXXX ( double pmt applied and on XX/XX/XXXX another pmt of XXXX was taken out of my chg acct. I realized this when I rcvd my monthly stmt on XX/XX/XXXX. When I saw this I was literally shaking & had chest pains that I thought I would have to go to the ER. 
I calmed myself down & had to call yet again. 
XX/XX/XXXX /?? name will escalate acct. will call back 1-2 business days XX/XX/XXXX ( XXXX XXXX ) Asked again if they could change pmt date or if checks could be sent to me. Gave me same answer as when I called a few years ago XX/XX/XXXX XXXX XXXX looking into changing due date & checking why XX/XX/XXXX pmt was taken out of my acct. 
Never heard back from her. She told me no other payments would be posted without going thru her so she could regulate how they should be posted.Gave her a month to review XX/XX/XXXX left msg for XXXX XXXX Since I did not hear back from her & and mis payments are still being made, I told her if she is incapable to handle or correct, refer me to someone who could. 
They are set to deduct another $ XXXX+ today from my checking. 
There are so many more calls I made than listed above but never wrote down the names for multiple reasons including they just referred me to another dept, or was told someone would call back. 

Here I am today feeling helpless & being ripped off by my bank. I would refinance my home, but I still have 2 years left on the policy with XXXX XXXX and would be crazy to lose $ XXXX+ in XXXX payments thru XX/XX/XXXX. 

Please if you can not help me, maybe you can advise me what I should do next. 

I have copies of the XXXX XXXX payments, if needed, going back to the start and what months they pay & some hand notes of what I have written above.

Company response to consumer: Closed with explanation