Consumer complaint received 2017-03-11
Company: PNC Bank N.A.
State: OH
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
1. PNC customer service & the letter I receive contradicts each other on the basics of my loan start date 2. The balance in Escrow provided by PNC staff on phone does not match the statement provided by XXXX 3. The website to log-in into the account to establish the account to make a payment does n't work. I am yet to receive PIN despite my several request and PNC confirmation of dispatch I received a letter dated XX/XX/XXXX from PNC ( copy attached ) stating that " The servicing of your mortgage loan is being transferred, effective XXXX ''. Based on the letter my understanding is that RESPA 's 60-day grace period will expire on XXXX. 
YOU SHOULD PERSONALY READ THROUGH THE BELOW TO UNDERSTAND MY FRUSTRATION : I called your customer service and talked to XXXX, then to XXXX and then conferenced XXXX representative ( listen to the conversation ). In that call XXXX representative laid down all facts. I was told that PNC will issue a ticket and resolve the issue. A month passed I did n't hear back anything, so I called PNC again on XX/XX/XXXX, and talked to XXXX. He mentioned something about opening a broader Customer Service Inquiry. I have no idea what it meant, but complex words were impressively deceiving. All this time the customer service has been telling me that the loan was acquired on XX/XX/XXXX. I called back again yesterday ( XX/XX/XXXX ) and XXXX brought a new twist to the story. In this hour long call first he told me something about XX/XX/XXXX. When I asked for clarification gave weird XXXX but acknowledged that loan was transferred on XX/XX/XXXX. When I read the letter to him, he amusingly gestured that I do n't understand the text of PNC letter and his interpretation was PNC sold the loan to XXXX. ( Listen to the conversation ). Startled but expecting PNC competency or wickedness I re-read the letter to him and as he was reading I asked him to complete the letter. XXXX reminded me of XXXX folks who concludes by reading quarter of the text. At any rate I had to again bring XXXX representative on the phone. I had a Dj vu, XXXX repeated : We transferred the loan on XX/XX/XXXX and the amount transferred was XXXX. 
XXXX repeated what other PNC reps said WE WILL OPEN A TICKET ( XXXX ). Listen to our conversation I predicted the response to XXXX. PNC has a discrepancy with XXXX records and your letter in terms of loan start date and in escrow transfer amount ( {$7600.00} vs. {$8700.00} ). 
In last three months I have been promised, investigation, confirmation and apologies if PNC @ mistake all has been pure waste of my time. 
Incompetency has caused me over 6 hours on phone with PNC and XXXX due to PNC mistake and another {$500.00} with XXXX and 2 hrs of my time. 
THIS IS MY EXPECTATION : 1. FIX THE ERRORS, WHETHER IT BE YOUR LETTER OF XX/XX/XXXX OR YOUR REPS MISTAKE. I WANT THE CONFIRMATION IN WRITING 2. FIX TRANSFER BALNACE AMOUNT AND SEND ME THE STATEMENT 3. FIX THE PIN ISSUE SO THAT I CAN ACCESS THE ACCOUNT ONLINE 4. CONNECT ME TO A DIRECTOR / VP WHO SHOULD ATLEAST HAVE MEDICRE KNOWLEDGE OF BUSINESS 5. REFUND ME FOR MY TIME @ $ XXXX & ATTORNEY FEE I am hoping for decency for you to set up time for us to have a discussion unless you guys are intentionally following XXXX to defra

Company response to consumer: Closed with explanation