Consumer complaint received 2015-06-30
Company: PNC Bank N.A.
State: KY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX.	From a cursory search of the internet, after experiencing PNC's practices on auto-pay, the victim found links about disproportionate complaints related to PNC. The victim has learned that PNC has a checkered history with the Consumer Financial Protection Bureau; although it was only the XXXX largest bank, it had the XXXX highest number of complaints. The victim further learned that PNC settled claims with the XXXX
XXXX.	The victim did not actively seek to become a customer of PNC. Rather, PNC purchased his mortgage from another company. PNC chose its victim.
XXXX	The victim has a XXXX. XXXX which sheds light on acceptable defaults for people who are likely to experience inertia such as those on auto-pay, described below. Based on the victim's understanding XXXX, he is in a good position to realize that PNC's scheme is likely to cause massive errors and financial problems for thousands mortgage holders.
XXXX	PNC Mortgage acquired the victim's fixed-rate 15-year mortgage at 2.75% from another lender in XX/XX/XXXX. The mortgage - which had been repurchased numerous times over the loan life (which began in XX/XX/XXXX) - had been on auto-payment from the victim's bank account from inception. The victim has an outstanding credit history and has never missed a mortgage payment. Every mortgage lender until PNC had continued the auto-payment that the victim initially set up from inception when it acquired the loan. The victim has never defaulted on any loan.
XXXX	Unbeknownst to the victim (who is working in XXXX until XX/XX/XXXX and commuting home on weekends), when PNC purchased the mortgage, it deliberately discontinued the auto-pay feature that had been in force since XX/XX/XXXX.
XXXX	Between XX/XX/XXXX and XX/XX/XXXX, no funds for the mortgage were withdrawn from the victim's bank account because PNC cancelled the auto-pay feature. The victim was unaware of this.
XXXX	PNC sent non-descript notices to the victim's home during XX/XX/XXXX and XX/XX/XXXX. No phone calls were made to the victim's cellphone. No phone calls were made to the victim's work number. No emails were sent to the victim's email. No letters requiring a signature were sent to the victim's home address that would have alerted the victim or his wife of the pending problem. No courier was sent.
XXXX	During a weekend visit home, on SaturdayXX/XX/XXXX at approximately XXXX EST, the victim discovered, by accident, the loan was delinquent. The victim was looking for a utility bill for his short-term rental in XXXX.
XXXX. Attempts to contact PNC during the rest of the weekend were futile. On Monday, XX/XX/XXXX, at XXXX, the victim called PNC at XXXX. The call lasted for XXXX minutes, during which time the victim spoke with four PNC representatives, before being forwarded to a voicemail. Every representative attempted to give the victim a run-around or blame him (i.e., alluding to the welcome letter). XXXX representative overtly lied about how to set-up autopay online, and refused to pay postage to set up autopay through the mail.
XXXX The computer glitches that made it impossible to set up autopay on XX/XX/XXXX were resolved on XX/XX/XXXX
XXXX The key problem is that PNC purchases mortgages with autopay from customers who voluntarily chose that convenience. They then cancel auto-pay, blame the victim, and potentially harm thousands of customers with late fees and distress.
XXXX. The victim asks the CFPB to investigate how many victims are harmed by PNC's internal choices, and force PNC to address the issue and compensate the victims.

Company response to consumer: Closed with explanation