Consumer complaint received 2023-09-25
Company: PNC Bank N.A.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Shortly before XX/XX/XXXX my mortgage was transferred to a new provider, XXXX XXXX. 
A Bill Payment was submitted to XXXX to withdraw funds from my PNC account and make the payment to XXXX XXXX no later than XX/XX/XXXX. Several other payments were scheduled for payment by their due dates including XXXXXXXX XXXX XXXX  on XX/XX/XXXX and XXXX XXXX XXXX XXXX on XX/XX/XXXX. On approximately XXXX I received noticed that my XXXX XXXX mortgage payment was past due. Checking my PNC bank account I see that they payment was check was cashed on XX/XX/XXXX and recognized that a proof of payment was needed so that XXXX XXXX could post the payment to my account. On XXXX I called XXXX to have a proof of payment sent. They transferred me to PNC Bank at which time the PNC representative verified the merchant and the amount and informed me they would take care of it. On approximately XX/XX/XXXX I received notification via phone from XXXX XXXX that they had received the proof of payment and on XX/XX/XXXX I confirmed that the payment had been applied. Unbeknownst and without notification to me PNC had actually filed a dispute for the amount, XXXX XXXX XXXX XXXX, as well, and a reversal took effect and returned to my PNC account on XX/XX/XXXX. On XX/XX/XXXX I received a notice from XXXXXXXX XXXX XXXX that my payment was past due. We checked my XXXX XXXX XXXX XXXX account and noticed that the account was frozen because we were unable to withdraw funds from your payment account which I was informed was because of the XXXX return. I called XXXX and they were closed. I called PNC and the person told me that they dont have the ability to submit a reversal and that I had requested the reversal. 
On XX/XX/XXXX I called XXXX to attempt to unlock my account. They informed me that the function to submit proof of payment and file a dispute are on the same screens and that at the end of submitting the payment information, a human error was made and they had inadvertently clicked dispute causing the reversal process to start. I informed them that in not confirming their actions they had locked my account and caused other payments to be late as a result. To date, I have incurred over {$110.00} in late fees and interest charges and most likely took a hit on my credit score as well. She said she would need to consult with tier 3 on what could be done. When she returned, she said that since this was not their XXXX XXXX system that, in fact, the mistake they made was actually caused by XXXX because XXXX was supposed to handle the proof of payment and should not have transferred the call. She referred me to XXXX to be reimbursed for the fees that I incurred. I asked to speak with her supervisor. Once transferred I was given the same information but the supervisor did say she would file a complaint and try to work with XXXX on resolving. She said that their process is supposed to take several business days. I asked for the PNC address to file a complaint and then proceeded to submit my complaint to the Consumer Financial Protection Bureau. I plan to also reach out to XXXX but anticipate a similar response pointing me back to PNC instead. 
I am looking to be made financially whole by the two responsible parties.

Company response to consumer: Closed with monetary relief