Consumer complaint received 2018-09-19
Company: PNC Bank N.A.
State: GA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
Re : PNC Bank - Account No. XXXX I've had this account since XX/XX/XXXX. I have always paid it ahead of time, normally after the XXXX of the month, for a due date of the XXXX. In XX/XX/XXXX the bank changed their accounting system, leaving the coupon method of payment and going to a monthly statement. This change created chaos for ALL PNC customers. 

When I received the 1st such statement I noticed that the XX/XX/XXXX payment was shown received on XX/XX/XXXX, but I still had an outstanding balance for XX/XX/XXXX. I called the bank and spoke to representative XXXX XXXX. After a while he came back on and said everything had been taken care of. 

By notice dated XX/XX/XXXX I received a 'Payment Reminder Notice ' for my XX/XX/XXXX payment, which had been paid on XX/XX/XXXX. I again contacted PNC and spoke to a XXXX XXXX - IDXXXX. She proceeded to inform me that there was no balance due, that the notice had been the result of the accounting chaos that was going on, to disregard the notice. I made the subsequent payments as follows : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX - all to be applied to that month 's payment due on the XXXX. ( Note - my payment due date is shown on the statements as the XXXX, but when they apply the payments, due date is shown as the XXXX. ) So this Monday I received a XX/XX/XXXX statement once again showing a payment received on XX/XX/XXXX, applied to an XX/XX/XXXX due date. I called. After a 2-day wait for phone response, I JUST NOW found out, that the XX/XX/XXXX payment initially mentioned above was RECEIVED TOO EARLY, that their system is INCAPABLE of applying payments that early, so my XX/XX/XXXX payment was supposedly applied as Principal only - ( without my knowledge or consent ), SO I STILL OWE THE PAYMENT FOR XX/XX/XXXX. They're actually expecting me to make 2 payments in one month. 

The representative I spoke to today informed me that on XX/XX/XXXX ( the day I spoke to Mr. XXXX XXXX ) a request was put in to correct the payment ( I was never informed of this ), but that he had received a reply that it could NOT be done. Yet I have a detailed 'Payment History ' prepared by PNC XXXX showing that XX/XX/XXXX payment applied to the XX/XX/XXXX due date. What I failed to notice is that the XX/XX/XXXX statement showed the XX/XX/XXXX payment applied to XX/XX/XXXX once again. SO THERE IS A DUPLICATE PAYMENT, but that's not what the representative shows on her records. I told this person there was no way I was making another payment for XX/XX/XXXX, they HAVE my money and they need to fix this. She said she would re-submit a request to make the correction, but couldn't promise anything. I don't hold any hope. 

I should NOT be affected by the incompetence of the bank and their backwards new technology. And they should NOT expect me to make a 2nd payment when they've already received the money. They've received the payments, they need to apply them correctly. 

Not only that, she told me that to avoid this situation in the future, I need to make my payments after my statement issue date ( which is NOT shown on the statements ) and which I end up receiving extremely close to the payment due date. I'm attaching a copy of the letter mailed to clients by PNC regarding payments. NOWHERE does this letter instruct clients NOT to send payments early. First time I've ever heard of that ; no one informed me of this the prior 2 times I called either. 

I've been an extremely good client for this bank and should not be the victim of their incompetence. Your assistance is appreciated.

Company response to consumer: Closed with explanation