Consumer complaint received 2024-10-17 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: TX

Complaint narrative:
I have always used Auto-payment for all of my credit cards since the very first card I got, I have had a great credit score in the XXXX XXXX 's until issues arose with PNC Bank XXXX 

In XX/XX/XXXX my account that was used for auto-pay to PNC credit card ending in XXXX had closed and it was my first late payment. Ever since then I've had nothing but issues. Unlike XXXX or other financial institutions that give warnings and late payment notices, PNC went ahead and reported me to the credit, which then lowered my score, affecting my credit limits to get reduced, creating higher credit usage % which then further reduced my credit score which is now in the XXXX 's. 

I have called on more than a handful of times and went into the branch personally twice to remedy the situation and make sure that it never happened again. The address is XXXX XXXX XXXX, XXXX, XXXX XXXXXXXX. I went into the branch locally and had XXXX XXXX help me the first time. She saw that the system had overdue {$220.00}, paid that and the system online told her that my minimum monthly payment would be {$27.00}. She set up the auto-pay for me, she had the late fees removed and tried to call to make sure that it would not permanently impact my credit score negatively, the person she spoke to on the phone said to wait until the next month to allow it to reflect without the negative impact .We thought we were good, wrong. My credit score did not improve. 
Time goes by and in XXXX I am being told I might be sent to collections. I go into the branch and they tell me the autopayment says it should be $ XXXX, Meanwhile I am getting more late payments fees and reports to the bureaus. They tell me to edit my autopayment to {$100.00}. They tell me that there is nothing that can be done by them to remedy the credit score impact, which was unfairly marked derogatory without proper communication. That's the second time in the branch to fix this personally. The second time I was helped by a man named XXXX. XXXX, XXXX, and their branch manager failed to let me know how to rectify this correctly. 

I am not the only frustrated customer. This bank branch has an overwhelming number of negative reviews on XXXX, XXXX reviews and most of them are 1 star ; common complaints about unhelpfulness and negligence with no rush to remedy situations. 

Being hit with late fees, a tanked credit score, and lowered credit limits which makes my credit usage percentage high, making my credit score even worse, spiraling from this. I am left with a very sour taste in my mouth with the way it has all been handled. Another month I'm late again, even after making sure I get on my desktop computer every XXXX of the month to make sure that I do not miss the correct payment. What is the point of auto-payment enrollment if you still have to set reminders and handle it personally? 

I called today XX/XX/XXXX at XXXX and spoke with XXXX XXXX She told me that the autopayment I had already set couldn't be changed to 'Amount Due ' because it had to be deleted, then create an entirely new auto-pay and magically the 'Amount Due ' was an option. I asked her why this wasn't done in the first place and why did I have to wait until my credit and limits were wrecked until I was able to speak to someone who knew what the problem was. I asked who was to blame and she wouldn't name who was responsible for failing me this badly. 

Not only this, but their mobile app is also absolutely useless, you can't make payments with external accounts on it, so I have to stop what I'm doing every month to make sure the autopayment works correctly. The desktop website is not user friendly, making simple functions hard to find and execute. They don't communicate, nor treat their members first. Nobody is willing to take responsibility for this and I am left to deal with their screw-ups. This has impacted not only me but my family. I have children and a spouse ; my credit limit and credit scores are impacted significantly. The negligence from the bankers and their practices of reporting without warning is unsatisfactory and unjust.

Company response to consumer: Closed with explanation