Consumer complaint received 2023-09-25
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: PNC Bank N.A. (FL)

My mortgage lender PNC Bank is refusing to abide by the methods of payment listed on my mailed statements. 

When I filed bankruptcy in spring, PNC disabled the ability to utilize online payments. My bankruptcy was XXXX on XX/XX/2023. 

During the entirety of this time the accepted payment methods listed on my statements have not changed. " PNC Online Banking '' is the first option listed ( and my preferred method of payment ). 

On XX/XX/XXXX, I called PNC during their operating hours and spoke with representatives and supervisors for XXXX minutes attempting to make a payment. They refused to allow me to make a payment because the debt collection department was closed and they are the only department authorized to accept a payment. 

At this time I requested online payments be restored as my bankruptcy had been XXXX. I submitted an internal complaint to this effect. Alternatively, I requested my statements be changed to reflect my true payment options as the current statements are false and misleading. 

I submitted an email to the requested PNC email address with the discharge order from my bankruptcy judge as instructed by the PNC rep. As well as authorized them to pull a credit report or run a XXXX case search to independently verify this information. 

On the XX/XX/XXXX call, I requested a XXXX Accommodation Request. I suffer from XXXX XXXX XXXX, and being on the phone aggravates this. I put off tasks that require phone conversations, I get elevated XXXX XXXX and have experienced panic attacks while dealing with customer service reps. My reasonable accomodations request was to be allowed to make online payments to avoid phone calls. 

I was told I would be followed up with within XXXX business hours. However, they stated they would follow up via telephone and refused alternative method of communication such as text or email. 

On XX/XX/XXXX, PNC called me to respond to my internal complaint. They stated they would not make any changes to reflect what my accurate payment methods would be, they would not allow online payments. 

I requested information pertaining to my XXXX Accommodation request status. I was told they had no information pertaining to that and could not provide further information or whether a decision was made. 

On XX/XX/XXXX I called and they accepted my payment via telephone. I requested online payment access be unlocked or my statements be updated to reflect my accurate payment options. They stated they received my email with my attached discharge order, but will not unlock online payments at this time. 

I inquired about my XXXX Accommodation request, and the agent had no record of me making any XXXX Accommodation request. 

For a second time, I requested XXXX Accommodation. This time the agent, XXXX XXXX, as directed by her supervisor XXXX XXXX ( title - XXXX XXXX  ), stated that I was not even able to make a XXXX request. I needed to have my bankruptcy discuss my mental health with them. 

I stated that my XXXX Accommodation Request, and internal complaint to recognize my bankruptcy discharge are separate requests and should be treated as such. I stated that I did not hire my bankruptcy attorney to meditate XXXX requests- and thus it is unreasonable to refuse to consider a XXXX accommodation request without speaking to my attorney. 

They provided an internal complaint number of XXXX. 

On XX/XX/XXXX, I received a call in relation to my internal complaint. They had no information pertaining to my XXXX accommodation request. I renewed my XXXX request for a third time when she was unable to provide any update. 

I was told I would receive a return call in couple business days or something I can not recall with specificity. I have not.