Consumer complaint received 2018-06-11
Company: PNC Bank N.A.
State: NJ
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
My complaint is with PNC Bank. I've had a HELOC with them since XX/XX/XXXX and banked with them since XX/XX/XXXX. 

My concern start in XX/XX/XXXX, when they implemented a " new '' system. Since inception of the HELOC, I've had autopay and periodically submitted additional " Additional Principal '' payments, without problem. 

XX/XX/XXXX, a normal payment of {$560.00} was recorded with {$330.00} going to principal and the balance going to principal. And on XX/XX/XXXX I sublated an online additional principal payment of {$5000.00}. A couple of days later and saw my additional principal {$5000.00} was broken up into a {$560.00} payment and {$4400.00} additional principal payment. So, I called PNC Bank and asked the loan servicing department to fix this situation. I was forwarded to a dispute resolution department and they told me the new system had problems and they would fix my loan. 

XX/XX/XXXX, no autopay was deducted and I called to make sure they took the payment. I told them that there was plenty of money in my checking account and they should fix this so I wasn't charged late fees or wreck my credit. They said OK and would have things fixed soon. 

During XX/XX/XXXX, I called several times and even went to my local branch to have this problem fixed, but it wasn't. My local branch was cooperative and understood my concerns. They even called ( on my behalf ) and emailed the Customer Resolution dept. Also, during XX/XX/XXXX I started receiving calls from the PNC Loan Department stating that they wanted to collect on my delinquent loan account. I spoke with a supervisor and he said he make a note about my situation and I wouldn't get any more calls, but I did. On XX/XX/XXXX it looks like PNC credited my loan with the XXXX to " other '', not principal or interest. And what happened to the other {$560.00}? I was told it's still in work. 

XX/XX/XXXX my account was credited with a {$560.00} payment but the principal was only {$130.00} and the rest to interest. I called again and told that payment was being backdated to XX/XX/XXXX. So, I said if that's the case the principal and interest needed to be fixed to accurately reflect. I was told it would be fixed but, to date it hasn't. Additionally, on XX/XX/XXXX the took a payment of {$530.00} with {$290.00} going to principal and the rest going to interest. 
I thought
I may be on my way to becoming whole, but on XX/XX/XXXX {$570.00} was auto paid to " other '' and not Principal or Interest. 

My local branch has been cooperative and they've requested a daily accounting of my loan info from XX/XX/XXXX to present. This is the only way to ensure I'm being credited for payments. 

Additionally, during conversations with the " Resolution '' office/department, I was informed that in the future ; " if I want to make additional principal payments, I have to make them at the local branch and they have to be submitted on the date that they deduct/credit my autopay. '' " This is the new system. ''

Company response to consumer: Closed with explanation