Consumer complaint received 2016-07-29
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: PNC Bank N.A. (TX)

My complaint is with PNC Bank : I 've owned my home for 7 years. For the past XXXX XXXX XXXX serviced my loan until it was sold to PNC Mortgage in XXXX of this year. The home is no longer my primary residence, I 've been renting it out for 2 years. I say this because often important mail is sent to the property, and not to my current residence. So when PNC sent my welcome letter and mortgage statement I did n't receive it nor did I have any knowledge of my loan being serviced by them. I continued to pay XXXX XXXX. XXXX XXXX, I received a call from PNC stating that they took over my loan and to start paying them. The gentleman updated my mailing address, and said he would resend all info I needed for my account with them. XXXX XXXX came, and I still had n't received any mail from PNC. I waited until the XXXX of XXXX, but did n't want to be late, so I assumed I should just pay XXXX XXXX. I paid {$880.00} ( {$5.00} over my mortgage ) with my XXXX XXXX bill pay, like i had been doing for the past 4 years. This was XXXX. On XXXX, I got a collection call from PNC Bank, saying that my XXXX payment was past due. I explained that I never received my mail from them, therefore did n't have an account number or payment address to send my payment. I told them I paid franklin American, they stated that the {$880.00} was never forwarded over to them. Even though this was very worrisome to me, I agreed to pay again because I did n't want my account to be any further past due. I asked the PNC rep for my loan #, and correct payment address. The rep gave me my loan number, but then hung up on me before giving me the payment address. I called back and of course got a different PNC rep and explained the situation, and said I needed a payment address. She gave me XXXX XXXX XXXX XXXX XXXX, and I asked her if she was certain this was the correct payment address for me, she was " positive ''. I then hung up and entered this information into my XXXX XXXX online bill pay and made another payment of {$880.00} on XXXX. On XXXX, I received a collection call from PNC stating that my XXXX payment was past due. I was SHOCKED. I explained that Ive made this payment twice, XXXX and XXXX. The operator asked me which payment address I was given, i stated the XXXX address. She stated that was the wrong payment address. I was LIVID!. She said the correct payment address is XXXX XXXX XXXX XXXX XXXXXXXX XXXX. So yet ANOTHER payment of {$880.00} was unaccounted for. I told her that I do n't trust any information PNC gives me, so I would like to pay A 3RD TIME over the phone with her. She took my bank account # and routing #, she repeated them back to me, and processed the payment, this was XXXX. On XXXX I recieved a collection call from PNC Bank for my XXXX mortgage payment. I asked how this could be possible since I cut out the middle man ( XXXX XXXX Bill Pay ) and paid directly to PNC over the phone. She repeated the bank account and routing # s she had on file, and sure enough there was a number missing. She corrected the account # and processed yet another payment. By now, XXXX was due. I paid my XXXX payment over the phone on XXXX. PNC received this one then put me back in collections because there " was a stop payment put on it ''. I did NOT put a stop payment nor did XXXX. I had XXXX different XXXX way phone conversations with PNC and XXXX XXXX in which XXXX XXXX pled my case that I nor they put a stop payment. I faxed proof that XXXX was taken out of my bank account and never put back in. I was then referred to a supervisor. We spoke XXXX. He said he would research for a few hours then call me back. It has now been almost 2 weeks. I have left him XXXX voicemails on his direct line. Ive called him 6 other times. No response. I continue to get collection calls from PNC every other day. In 2 days this will be reported to the credit bureau.I am at a loss. Help