Consumer complaint received 2021-05-19
Company: PNC Bank N.A.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We sold our home on XX/XX/XXXX. The payoff check was sent by the Lawyer 's office on XX/XX/XXXX and was received by PNC bank on XX/XX/XXXX. The money was cashed and cleared the account on XX/XX/XXXX. The lawyers office sent the invoice stating the account number, the address and our names for the payoff with the check. PNC bank did not place the funds in correct account that was given in the invoice. 
PNC called myself and my wife to let us know that they have not received our mortgage payment on XX/XX/XXXX and the payment would have been due on XX/XX/XXXX. We let them know that mortgage should be paid off and they should have received the check from the lawyers office. I then called the lawyers office to verify that everything was sent and they had proof that it was in fact sent and cashed. I then called PNC BANK on XX/XX/19 @ XXXX XXXX and spoke to a Representative who basically took down my information and told me they were going to put in a report to be done to try to find the money and that they would call me in 24 to 48 hours. I then told her that was not good enough and that they needed to transfer me to escalate this situation and that it was a large amount of money that was missing. I was then transferred to XXXX, a supervisor, and she was very condescending and told me that it would take 24 to 48 hours or longer to find the money. 
I was able to give her the check # and the correct amount and the date it was received. She also said that it was not her job to find the money, it was her job to put in a report. I then asked to speak to someone where it was their job to find the money and that I was not going to get off the phone unless they found the money, where it went and what account it was cashed. I was then transferred to XXXX in the escalation center where XXXX asked me what the issue was after being on the phone for almost an hour. I was very upset that they had blindly transferred me and didn't stay on the phone to clarify the issue. Once XXXX understood the issue she took down the information and gave me her personal fax number for the lawyers office to send the information that they have on file showing the check was received and cleared the account. XXXX then told me that there was nothing else she could do and that she was sending in a report for them to look into where the money had been received. I told her that I wanted to speak with the XXXX department ( where the check was received ) to find if they could look through the databases to find the check. 
She then told me could take up to 24 to 72 hours to find the money. I asked if I could speak to someone in the complaint department, she said they do not have a complaint department and that I could put in a call back for a supervisor to give me a call but that would take at least 24 to 48 hours. 

At this point, the XXXX payment is still showing as past due and it could effect my credit. I am completely unhappy that PNC did not seem concerned with my missing money and I had to escalate the problem twice. This could effect my credit and that is ALOT of money that is missing.

Company response to consumer: Closed with explanation