Consumer complaint received 2021-03-17
Company: PNC Bank N.A.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Please respond to this complaint! I have already provided two complaints. I submitted both of these originally through the federal reserve system, which did not permit attachments. Therefore I am submitting this complaint in order to provide information that will clarify the problems I'm experiencing. I'm also updating the facts of the situation, as I believe it now requires prompt attention. PNC has now refused to accept any payments from me at all in the month of XXXX. In fact, they reversed the payment I made on XX/XX/XXXX, and now indicate that if I don't make a XXXX payment I will be subject to late fees. I have since tried twice to make my monthly payment, once online and once in person, and both were placed in the 'other ' category, along with the original payment which was reversed and not applied to my account. They also removed my ability to use the online system to make principal payments, so I must go to a branch in person in order to make these transactions. They seem to be unaware of the COVID situation. Why unnecessarily put me and others at risk by making me visit a branch? I'm providing three files to support my complaints. One shows the excessive activity on my mortgage account by PNC bank ( 3 parts due to file size ). It is a repeated pattern ; they remove my principal payments then apply them again later, of course collecting the extra interest. They have claimed over the phone that there is an internal system that reflects the correct information, but they have yet to prove that this internal system exists and that my account is being managed correctly. There is a problem with this either way. I'm still not convinced that this alleged internal system exists. But even if it does, that means that the information being provided to me and other mortgage customers is inaccurate. Either way I don't think PNC should be permitted to loan money to anyone unless they can properly account for transactions and provide accurate information to their customers. One of the files shows the inconsistency of the interest of was charged. I was on XXXX XXXX until XXXX XX/XX/XXXX when I retired from the XXXX XXXX after 31 years of service, to include combat tours in XXXX. Therefore, my protection under XXXX expired inXX/XX/XXXX. I was behind on my payments and facing foreclosure, even though PNC received TARP funds to assist homeowners having difficulty. I have since paid whatever I needed to do in order to keep my property. However, as I've stated previously in other complaints, I was overcharged due to the misuse of XXXX for the benefit of the bank, not the Serviceman as intended. For a period of time, the interest rate was XXXX XXXX, but was set to adjust semi-annually to a variable rate of XXXX + XXXX XXXX. The file I've attached illustrates the discrepancy. The letter I received in XXXX XX/XX/XXXX indicated that buy the terms of the mortgage the adjusted rate should be XXXX XXXX. Yet, the statement shows that I'm still being charged XXXX XXXX. They used the XXXX to charge me more money. If the interest rate according to the mortgage is less than XXXX XXXX, that doesn't mean the bank should be allowed to charge soldiers more money. This was not the only time this happened ; it was happening prior starting in XXXX or so and continued through XX/XX/XXXX as I recall. Finally, I'm providing screenshots that show how I've been targeted by disallowing online principal payments. That functionality was 'grayed-out ' for the month of XXXX, obviously to deter me from making principal payments. It is my goal to pay-off this mortgage, which obviously PNC does not want to have happen. The account activity I've shared is obviously not the result of an algorithm but by a person specifically targeting me. I believe the reason for this is because I'm a Veteran, because of their previous treatment of XXXX and the failure to foreclose on my previously. I've worked hard to to pay down this mortgage and do not deserve to be treated in this manner, nor should any other Veteran or any other person period. This function resumed on XX/XX/XXXX at which time my payment was processed by my two other attempts as well as other principal payments were still not processed and the problem continues. I'm not receiving credit for my XX/XX/XXXX payment until XX/XX/XXXX, even though I tried to pay it three times prior to XX/XX/XXXX. The extra interest being earned does not rightfully belong to PNC. 

I called customer service on XX/XX/XXXX. I asked that since my payment was finally accepted, I would like the additional payments I submitted to be apply to principal, which the customer service agent assured would happen. On XX/XX/XXXX, the transactions of XX/XX/XXXX posted and the payments were not applied to principal as I had asked, but were applied to advanced payments of interest and escrow, a total amount of {$1000.00} that PNC conned me into paying that is now sitting in their coffers while I continue to pay interest on it. This is the type of bait-and-switch that should not be permitted.

Company response to consumer: Closed with explanation