Consumer complaint received 2023-02-21
Company: PNC Bank N.A.
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Firstly, my account has been on Direct Payment AutoDraft using PNC, which is the same company as auto loan. On XX/XX/XXXX I called to get a payoff amount & was also given a 15 day payoff 'till XX/XX/XXXX. On XX/XX/XXXX I called in to submit the payment for the 15 day payoff amount of {$7300.00} & was given a confirmation #. Agent stated up to 10 days after payment processed, a letter of loan satisfaction would be sent. I received a Small Balance Notice that was dated XX/XX/XXXX showing the same amount of {$10.00} for both Principal Bal & Projected Payoff. I then received the loan satisfaction/paid off letter dated XX/XX/XXXX stating in BOLD/CAPS letters " PAID IN FULL ''. It also stated that enclosed was the title, which it was with the lien release date of XX/XX/XXXX. So, after having received these final documents for the loan, we had not heard anything from PNC up until when we received a statement dated XX/XX/XXXX showing Current Due was {$320.00} and Past Due was {$0.00}. I called to see why was I receiving a statement. The agent looked into the account & stated that the account was closed due to what seemed to be a payoff payment that was received in XXXX. She said it does not show any balance. I asked her then why was this statement sent. She said it may just need additional time because that on her end it shows account paid and closed & to not worry about it & If I receive another statement then to call back. So, I spoke to a different agent on XX/XX/XXXX expressing my concerns that I had, after I realized the statement also said " Late Payment, your account has accrued daily interest & may be assessed a late fee. '' She also told me the same thing that the account was paid & closed but couldn't see any additional details because it was closed. She gave me a different # to call where they may further look into why I was sent a statement if account was paid/closed. I called right away. The agent also said account was closed but that there was a past due of XXXX. I asked how and why if account has been paid off according to payoff given and pay off letter showing " Paid in full '' but the agent didn't have any answers for me. Agent said would have someone look into it. On XX/XX/XXXX I spoke to XXXX XXXX. I told him about the conversations I had with other agents and emphasizing that they did show paid off and not to worry about the statements.He stated there was an outstanding balance & that payment didn't go through. I asked him why and he also couldn't give me a reason why. I may be missing some other calls/conversations because as of now, I have 3 different phone numbers and departments we've been transferred or spoken to. So, the main points so far are that I have never missed a payment ( & on autodraft ), I submitted payoff amount, & received the payoff letter and the title with release of lien date XX/XX/XXXX. Therefore, once payment is cleared the company then released title. So, the error was on PNC. Now that the payment has been received again, I am disputing the fact that they reported on all 3 credit reports as account being 60 days late and/or have some type of negative notation & date of delinquency XX/XX/XXXX. As stated, I had not heard anything from PNC until that XXXX statement & their response was to ignore it. I have been calling and calling them to see why and their response has been that they don't show it was reported late. Some of the calls were XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX. On XX/XX/XXXX agent said she sees the complaint we opened but that XXXX closed it. She said she'd reopen & escalate it. On XX/XX/XXXX agent stated that it was no action nor any notes about reopening or escalating. That I would have to call that department again to request escalation. On XX/XX/XXXX is when heard back from someone in the escalation dept. With both XXXX & XXXX there's been days it's hard to get a hold of them. Seems like they are not putting enough priority. I had stated to them how we have been approved for a mortgage loan and this made my score drop by 40-60 points. In turn, this will greatly/negatively affect the already hard process of buying a home.

Company response to consumer: Closed with explanation