Consumer complaint received 2025-03-26 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: PNC Bank N.A.
State: VA

Complaint narrative:
My original debt was {$4000.00}, and I entered into a settlement agreement with PNC Bank for {$1200.00} on XX/XX/XXXX. I have since paid $ XXXXexceeding the agreed settlement amount. My payments were made as scheduled, and my records confirm the debt was cleared. 

However, on XX/XX/XXXX, I received a single email from XXXX XXXX XXXX, a debt collection agency under PNC, claiming I still owe {$3300.00}. This is inaccurate and contradicts the settlement terms. Prior to this, I was repeatedly called from multiple numbers, which I consider harassment, especially given that I had already provided proof of payment. 

In an attempt to resolve this, I visited a PNC branch, where a banker connected me with XXXX XXXX, Consumer Support Specialist. On a recorded line, XXXX XXXX confirmed that a PNC system error incorrectly marked my account as " paid '' and assured me the issue would be escalated. Despite this, I continued receiving conflicting information. The printed transaction details provided at the branch did not reflect my installment payments, reinforcing that this is a PNC error, not mine. 

Additionally, I contacted the PNC Recovery Department, where I was falsely told that I had received prior emails regarding this matternone of which I ever received. XXXX XXXX, an Account Specialist, also confirmed on a recorded line that my settlement had been finalized after paying what I owed last year. However, I have been unable to reach her again for further clarification. 
This situation has caused financial and emotional distress and has severely impacted my credit under false claims. An incorrect outstanding balance has negatively affected my credit score, creating long-term consequences for my financial well-being.

My request consisted of the following : 1 A full transaction log from PNCs internal system reflecting my payments and settlement agreement.

2 Copies of all email correspondence PNC claims to have sent regarding this matter.

3 A detailed breakdown of how the alleged balance of {$3300.00} was calculated, despite my overpayment.

4 Written confirmation that my debt has been satisfied in accordance with the settlement termsor immediate correction of errors in PNCs records.

5 Immediate correction of inaccurate credit reporting to restore my credit standing. 

Despite multiple attempts to resolve this matter via email, PNC representatives, including XXXX XXXX ( AVP, Executive Client Relations Specialist Sr. ) continue consisting on phone calls instead of providing the written documentation I requested. This is concerning, as I have already provided all necessary identifying information, and previous phone conversations with PNC have not led to any resolution -- only further delays. 

Most recently, after I explicitly requested to handle the matter in writing, XXXX XXXX left a voicemail asking me to call them again, disregarding my repeated request to keep all communication via email. At this point, their refusal to provide written confirmation, along with their insistence on phone calls despite my clear request, feels like an intentional attempt to avoid accountability. 

I am filing this complaint because : PNC has failed to provide the requested documentation regarding my settled debt. 
They continue to insist on phone calls instead of addressing my concerns in writing, despite my clear preference for email communication. 
My credit report remains inaccurate due to PNCs mishandling of my settlement. 
I request formal intervention from the CFPB to ensure that PNC provides the documentation I have repeatedly asked for and corrects any errors on my account and credit report.

Company response to consumer: Closed with explanation