Consumer complaint received 2020-04-29
Company: PNC Bank N.A.
State: WA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2020 I contacted PNC Bank regarding the XXXX payment and I was trying to unlock my online website to make my monthly payment free of charge. The gentlemen I spoke with advised that the department that would reset my website log in is closed due to the holiday. He said he could take the payment and advised that there is the {$7.00} convenience fee - I advised if I could call back the following day to make the payment, he said that there would be a late fee assessed if I did it the next day. I made the payment with him for the {$7.00} instead of getting a late fee of {$44.00}. 

On XX/XX/2020 I called PNC Bank to find out that I had an extra day to make the payment without any penalties which I could have also avoided the {$7.00} convenience fee. This representative mislead me to believe false information. I had time to call back the next day XX/XX/2020 have the department unlock my online access and then schedule my payment via the website with no convenience fee or late fee. I requested the {$7.00} fee be waived due to false & misleading information. A complaint was filed by XXXX and he advised that someone would get back to me within 48-72 business hours. 

On XX/XX/2020 I called PNC Bank and spoke with XXXX advised of complaint information filed on XX/XX/2020 and still awaiting a return call. She said she would file another complaint and confirmed my contact information said 2-days for a supervisor to call back. ( At this point - 2 false & misleading representatives ; initial repXXXX and XXXX ). 

On XX/XX/2020 I received a call from XXXX XXXX XXXX XXXX XXXX - we discussed the false and misleading information and agreed to credit back the {$7.00} convenience fee, we both agreed that it would be credited toward the late fee. 

On XX/XX/2020 I called and left a message on XXXX XXXX XXXX XXXX XXXX 's phone line to place return the call as the credit has not yet been credited on the account. 

On XX/XX/2020 I receive a call from XXXX XXXX XXXX XXXX XXXX says not sure why it didnt get credited but he resubmitted for the {$7.00} convenience fee as well as one late fee of {$44.00} for a total of {$51.00} that would come off the late fees ; it might reflect on the XXXX statement but most likely on XXXX statement. 

On XX/XX/2020 I left a message for XXXX XXXX XXXX XXXX XXXX that {$51.00} credit as not been applied toward the late fees and that I needed a return call. 

On XX/XX/2020 I called and spoke with XXXX she also sent an escalation notice for someone to call me back and confirmed my contact information. 

Today is now XX/XX/2020 - I left a message on XXXX XXXX XXXX XXXX XXXX voicemail, I sent a secure messages to the website. 

Message reads - " I have spoken with XXXX XXXX in the escalations department on multiple occasions to resolve a misleading conversation that took place with a representative back on XX/XX/2020. Mr. XXXX assured me on XX/XX/2020 that the {$7.00} processing fee would be credited back & we agreed it would be applied toward the late fees. On XX/XX/2020 I spoke with Mr. XXXX again regarding the same {$7.00} fee and again he assured me that it would be credited and he also would waive one of the late fees of {$44.00} for a total of {$51.00} and it would reflect on the XXXX statement. XXXX 's payment was made on-time and I noticed that {$51.00} was not credited toward the late fees. A message was left on Mr. XXXX phone line on XX/XX/2020 for a return call, on XX/XX/2020 XXXX sent an escalated message to return the call and well as another issue that came up as of XX/XX/2020. As of today XX/XX/2020 I am still awaking a return call. 

I am asking that {$51.00} be credited to my late fees as assured it would be but I am also requesting an additional late fee of {$44.00} totaling {$96.00} be credited immediately. 

Every month that I have to place calls or write messages PNC will credit me late fees going forward. '' End of Message - As you can see, I've attempted multiple times with no resolution and now I'm not getting any return calls. I feel that I've given PNC Bank more than enough time to correct this. I have a total of {$530.00} from previous years delinquency and this amount has not changed from XX/XX/2020 until now XX/XX/2020. What else can I do? If this is not resolved soon I will be requesting that the full {$530.00} be waived. Having to deal with this is time consuming, stressful, and truly not fair. I am being ignored by PNC Bank. PNC Bank is breaking CFPB laws with false, misleading, and not responding in a timely manner. I requested information today and the notes on the file are not accurate and very vague. If you need times of conversations to pull recording I have this information, please let me know. I am requesting help from the CFPB.

Company response to consumer: Closed with explanation