Consumer complaint received 2021-09-25
Company: PNC Bank N.A.
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2021, I visited drive thru of a PNC Bank near my home, to make my usual mtg payment for the following month, that being XX/XX/2021. I always pay mtg and an addition principal. Sometime I receive two receipts, sometimes not. I questioned this practice at some point & was advised it depended on the teller. On Monday XXXX, I called loan servicing to advise I hadn't received a paper statement as per previous month. ( no more coupon books ). Loan servicing offered no reason, just that I could use automated service or branch. ( All my payments have been made directly to local PNC branch in my neighborhood. Rep never mentioned an issue with my mortgage account! On Friday XXXX, XXXX, I received a call from PNC stating my Mortgage for XXXX had not been received ( payment + prin made XXXX per my bank statement & their receipts ). When I advised indeed said payment was made and when, she then says that my entire payment was applied to the PRINCIPAL, which is not what was designated to the teller of PNC bank. So she then tells me " I HAVE TO '' make a mortgage payment!!!! I asked her what dept she was calling from, she then lies and makes up a fancy name. Since I have worked for a mortgage co in XXXX XXXX, I advised her she was a liar and the dept is COLLECTIONS ... .which was not disputed. She then realizes my funds were misapplied to the account & offered to expedite the issue to their escalation dept. I requested a Manager, she at first said she'd be in late, next she was off, then Mgrs are all in a meeting and I could leave a message. I declined all of the above, because this is the 2nd such incident with this Bank! She then bridged on another person in her department ( she was absolutely no help ). I hung up and called the branch Mgr where the payment was made. She will be looking into the matter. In the meantime I when to the same branch location to make XXXX 's mrtg payment but had a Mgr take my payment. The Mgr I had spoken with earlier was on a call. I came home, checked my mail and noticed I had received a nasty letter that I was delinquent. I called PNC number on that document and spoke with a young lady to advise her, ( she was clueless ) said the problem was that I MADE MY MORTGAGE PAYMENT TOO EARLY!! She proceeds to advise me that when I made my XXXX payment, it wasn't the first of the month, so that payment was applied to the principal. Obviously I am dealing with people who have no mortgage! ... Oh and the notice of delinquency has late fees etc. but the amount I paid was more, so explain why no one caught this huge issue. She then states my payment I made for XXXX will be applied to my " past due amount '' for XXXX. I feel like I am in the twilight zone. Seriously, and these people are servicing my mortgage... After finally reading my entire account, Loan servicing says payment for XXXX will be correctly applied by XXXX ... why would it take that much time! I am so mad. The local Branch Mgr will contact someone and call me Monday. I received an email from an Executive whom I will speak with Monday. This is the 2nd time. Legal action is next. They already have a pending lawsuit. I want this bank put on Notice. I have perfect credit and they keep trying to ruin it. I have never ever missed a payment. I will have to personally supervise all mortgage payments made to this bank.

Company response to consumer: Closed with explanation