Consumer complaint received 2026-05-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: PNC Bank N.A.
State: VI

Complaint narrative:
I am filing this complaint against PNC Bank regarding a XXXX late payment inaccurately reported to all three credit bureaus on my credit card account ending in XXXX. This late mark was caused entirely by PNCs system errors and misinformation from their customer service staff, not by any failure to pay on my part. On XX/XX/year>, I called PNC to make my payment before the due date. The PNC payment system kept returning error messages, and the representative could not process the payment. I was told to call back the next day. I called PNC every day from XX/XX/XXXX through XX/XX/year> in a documented effort to pay on time and avoid a late fee or negative credit reporting. On XX/XX/year>, after multiple attempts, PNC customer service confirmed that my payment was accepted. I relied on that confirmation. PNC never notified me by phone, email, mail, or account alert that the payment was later rejected by their system. On XX/XX/year>, my card was declined when I tried to buy breakfast. I immediately called PNC and was told the payment had been rejected due to an invalid account error, even though the linked account was valid and had been used previously without issue. I then attempted to pay using XXXX, which PNCs system also rejected. From XX/XX/XXXX through XX/XX/XXXX, multiple PNC representatives told me the only acceptable payment method was a checking account draft. I was never told I could pay by money order. Only after I demanded to speak with a supervisor did a supervisor confirm that a money order was acceptable. Had PNCs representatives given me accurate information from the start, I could have mailed a money order on or before XX/XX/XXXX and avoided any late mark entirely. I mailed a money order dated XX/XX/year>, in the amount of {$400.00} to cover the balance ( the minimum due was approximately {$270.00} ). Due to severe weather disruptions affecting XXXX mail delivery across the country at that time, the money order did not arrive until early XXXX. PNC then reported a XXXX late payment to XXXX, XXXX, and XXXX, and assessed a late fee. I previously filed a complaint directly with PNC ( Complaint Number XXXX ) and have also filed disputes with all three credit bureaus. PNC has not corrected the inaccurate reporting. This reporting is inaccurate and unfair because : 1. I attempted to pay on time beginning XX/XX/year>, and was blocked by PNCs own system errors. 2. PNC customer service confirmed on XX/XX/year> that my payment was accepted. I had no reason to believe otherwise. 3. PNC never notified me that the payment had been rejected. I only discovered it on XX/XX/XXXX when my card was declined. 4. PNC representatives gave me false information about acceptable payment methods, withholding the option of a money order until I escalated to a supervisor. This misinformation directly delayed my payment. 5. Once I received accurate information, I sent the money order immediately. The final delay was caused by weather-related mail disruptions outside my control.

Company response to consumer: Closed with explanation