Consumer complaint received 2020-09-22
Company: PNC Bank N.A.
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I am disputing the late payment mark made to m I opened a credit card with PNC in XXXX of 2020 and asked to have online banking set up to make payments. My job and family are very demanding therefore I don't have time to do much so online banking is the best way for me to pay bills. PNC issued my card and online PIN to set up online banking via mail XX/XX/2020 but the PIN number provided to set up online banking did not work. 

I called and spoke with someone regarding the PIN number not working to activate my online banking and they walked through everything with me and said the best way to fix it was to send me another PIN. I agreed to that. The team member issued be 2 PINS which were received and didn't work. I am assuming they didn't work because 2 PINS were sent out for the activation of online banking for 1 customer. 

On XX/XX/2020, at XXXX XXXX  EST I spoke with a representative, XXXX XXXX, and explained the issue with the 3 previous PINS and expressed how frustrating and how much of a hassle the ordeal was becoming. I stated my payment was past due and need to get that taken care of along with making sure my online banking issue was fixed. After making the payment, XXXX told me that my account was good to go and I could use my card the next day, XXXX.The PIN given to me during the course of the call was provided at the very end of the call because it was only active for 15 min.  Immediately following the phone call, I successfully was able to set up online banking and use it. 

On XX/XX/2020 I received an email from my credit reporting agency stating the account was closed due to a missed payment. 

I called and filed a complaint on XX/XX/2020 at XXXX EST explaining that my payment had been taken care of and was told my account was fine and nothing further needed to be done. I requested the call recording be pulled and provided the representative 's name, date and time of the call. I also requested calls be reviewed from when I called in complaining about the previous 3 PINS being sent that did not work. I expressed that they could pull my IP address and attempts at setting up online banking to see how many times I attempted to set the service up. ( I have attached the 3 PINS sent to me by the bank ) The person working my claim at PNC is XXXX XXXX. XXXX stated she would be unable to fix my credit report due to the missed payment. I explained what occurred and she stated the only other option I had was to write a written dispute. I received the information and the written dispute has been mailed to PNC on XX/XX/2020. I asked XXXX if she reviewed the call recording and she said she had not. I expressed to her that it was not fair to conduct an investigation and not look holistically at the situation. I told her I requested she specifically pull the call between XXXX and I as misinformation was provided to me. XXXX said she would look into it but he was no longer with the bank and could not provide any coaching on the matter. 

I filed a dispute with credit bureaus on XX/XX/2020 regarding the account being closed for their fault of not correctly setting up my online banking and for the numerous attempts I tried to get the issue fixed but it was not. Also filing the complaint because the representative I spoke with, XXXX XXXX, told me that my account was fine and good to go when it was not. If he would have told me there was an issue, I would have addressed it immediately. Due to the misinformation provided by XXXX and the numerous PINs that were sent that did not work to set up my online banking, PNC is negligent and failing to correct their mistake. I would like this removed from my credit report and the issue is not my fault.

Company response to consumer: Closed with explanation