Consumer complaint received 2018-11-30
Company: PNC Bank N.A.
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/2018 I noticed a late fee ( {$38.00} ) and service charges ( {$12.00} ) on my credit card after just making a payment. My payment was due on XX/XX/XXXX I paid the balance which was {$1300.00}. I used the companies online banking to make the payment. I have several accounts with PNC they include mortgage, unsecured loan, two credit cards, and a checking/savings account. I also have an investment portfolio with them. All of which I can access through online banking. XX/XX/XXXX I was in the credit card potion of online banking to make a payment, I had two options Schedule a payment and Pay today. I selected Pay Today, selected pay balance and clicked submit. The bank reported my payment as coming in on XX/XX/XXXX, four days late. I called customer support and asked how this could be. The answer stunned me and sounded nothing short of fraud. They said that there were two reasons it was late. First they claimed I paid after XXXX eastern time and second that they used a third party to make the payment. The third party then sent them a check. I was told if I wanted it to be credited that same day I should have gone to the transfer funds page to make the payment. So the Pay Today button did not make the payment that day as you think it would have being called the pay today buttom. Keep in mind all these accounts are with PNC and for the Pay Today option they use a third party? They claimed that when I used the Pay Today button that it would have told me the date it would arrive and warned me about paying before XXXX. I checked and it does give you that information in very small print way off to one side and in lettering close to the same color as the back ground. I was not sure what time I made the payment but knew I used the Pay Today option on my due date. I asked them what time I paid, they said they had no way to know but it must have been after XXXX because I received the late fee. I was told it was my fault and the fees would not be refunded, I asked for a supervisor and was transferred to a senior credit card associate who denied the refund as well. I asked to be transferred to online banking to see if they could tell me when I made the payment, they could not so I was transferred back to credit card services. After going back in forth with a new consultant, I was informed that she would ask her manager to reverse the fees and I should see the refund on the account in by XX/XX/XXXX. She said she could not guarantee it but felt strongly that it would happen and from that point on in the conversaion she used words like when and would in realition to the refund. After not seeing the refund on the XXXX I called and checked on the status of the refund and was told I did not qaulify for a refund. I was also charged a late fee ( {$270.00} and service fees ( {$9.00} ) in XXXX for the acact same reason, only I had not realized those charges untill they told me about them when I called on XX/XX/XXXX. I feel the Pay Today option is missleading with the intent to charge late fees and it is impossible to reach a real supervisor of any kind.

Company response to consumer: Closed with explanation