Consumer complaint received 2025-07-14 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: PNC Bank N.A.
State: NV

Complaint narrative:
In XX/XX/year>, PNC Bank failed to automatically take money from my bank account for my mortgage payment as they have done each month that I have had the loan. Upon notification I was told that when the loan is down to the final payment that a payoff request needs to be made. I inquired about having a late payment and a late fee. I was told by multiple PNC Band representatives that the payoff request gave me 30 days from the request to complete the payoff. I inquired if I could make a payment and that was denied. Over and over with each and every PNC Bank representative that I made contact with, I mentioned my worry over late fees and late payment reporting. I was assured that I was good and if any negative report was made to " just call back. '' I was absolutely willing and able to make a payment at any time! Basically they refused payment ( now a second time as they could have taken it automatically ). I payed off the remainder of the loan in full within the allotted time frame. Then as suspected, I get the late payment notification from the credit bureau 's. I called and was now told that I must dispute in writing. Below are the Bullitt points I included in my letter. They subsequently denied my request to rescind the negative report. The representatives of PNC Bank are the professionals. I spoke with at least six different individuals All familiar with my loan and NOT ONE asked for or suggested that I make any payment other than complete the loan payoff amount. I find that PNC Bank is completely responsible for any discrepancies. I did exactly what they told me to do. Again, would I really fail to make my last mortgage payment??? A full copy of the letter I sent to PNC Bank is available should you need it.

Bullitt points sent to PNC Bank ; 1 ) I have never had a late or missed payment with PNC Bank. 
2 ) The payment is made to PNC Bank each month via automatic withdrawal.

3 ) PNC telephoned on XX/XX/year> but neglected to leave a message as I had missed the call.

4 ) I returned the call within 10 minutes as soon as I realized it had been missed.

5 ) The representative advised that they had not received payment for the current month. I let her know that the payment always comes out automatically. She continued that I should inquire with my financial intuition. ( Why did she not know what my balance was? Why didnt she know her own company policies? Why didnt she initiate the payoff procedure? ). 
6 ) I immediately contacted my personal financial intuition to inquire. This took some time and effort only to find that there had been NO request for payment from PNC Bank. So not only is the very valuable time of a PNC customer in excellent standing being abused, but also by extension, the employees of another institution as well.

7 ) I again called PNC to advise that my financial institution has had no request for payment. This representative was knowledgeable. She advised that when the balance amount is below the payment amount it will not be automatically requested. ( WHO KNEW! ). I also disputed the late charge and was advised that would be reversed.

8 ) I initiated the payoff procedure. I was advised that I had 30 days to complete the wire transfer of the payoff amount. I was also of the understanding that this would now mitigate the monthly payment process and credit reporting as I now have to wait on additional paperwork.

9 ) The payoff documents took close to two weeks to arrive, XX/XX/year>. I noticed that the late payment charge was still included. I called on XX/XX/XXXX to inquire. I was advised that the fee had been waived and just to subtract it from the total payoff. Again, worried, I asked about a late payment credit ding. She told me it shouldnt but if it did to call back.

10 ) I had my financial institution wire the payoff funds on the morning of XX/XX/year>. 
11 ) During this whole process, I received several correspondences by mail requesting payment as well as phone calls from PNC representatives regarding the same. Those calling had no knowledge that a payoff had been initiated. There seems to be a disconnect within the system with one entity totally oblivious to the other.

12 ) No notification was made by PNC Bank to advise of how a final payment needs to be made.

13 ) At no time was I advised to make an immediate payment of any type to avoid just this scenario.

14 ) Finally, does it make any sense that I would jeopardize my credit or more importantly my home on the very last payment? 

Thank you for your time, XXXX XXXX

Company response to consumer: Closed with explanation