Consumer complaint received 2025-07-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: PNC Bank N.A.
State: TX

Complaint narrative:
On XX/XX/year>, I submitted the following complaint against PNC ( complaint number XXXX ) : I am filing this complaint regarding PNC Banks handling of my mortgage and its bi-weekly payment application process. Beginning in XX/XX/year>, I explicitly requested and enrolled in bi-weekly mortgage payments of {$1100.00} with the intentionand clear representation by PNC staffthat each payment would be applied immediately toward my loans principal and interest, thereby accelerating my payoff schedule and increasing equity more rapidly. Despite these clear instructions and consistent bi-weekly payments ( each including an additional {$100.00} toward principal ), my account statements do not reflect the results expected from a true bi-weekly amortization plan. Instead, it appears my payments are either being held until a full monthly amount is reached or are otherwise not credited as received, significantly diminishing my anticipated interest savings and principal reduction. My statements reference only a regular monthly payment, and principal reduction does not align with the accelerated plan discussed and agreed upon with PNC representatives. Additionally : PNC has failed to provide me with documentation or agreements regarding the bi-weekly payment program, despite repeated requests. The lack of a written communication channel ( PNC does not provide a customer service email ) makes it difficult to maintain records of all interactions, as nearly all contact occurs by phone. I have repeatedly requested copies or transcripts of recorded phone calls pertaining to the payment setup for my own records and have yet to receive them. I have made multiple efforts to resolve these issues directly with PNC Bank, but my concerns remain unaddressed. I am XXXX and have limited ability to make phone calls ; and I am seeking the CFPBs assistance to ensure my payments are applied as clearly authorized, that all relevant documentation is provided, that principal payments are handled transparently and accurately, and that my rights as a mortgage consumer are protected. The following reflect the dates I called PNC regarding this matter : XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year> I have also reached out via the chat forum. The latest time I reached out via chat was XX/XX/year>. 

While I was notified that an investigation is currently underway, I was contacted by PNC via email. The representative stated in the email that I had to call them. My response was the following : I prefer to keep all communications in email format for records-keeping purposes. Thank you for your cooperation and understanding. 

I understand from PNCs published BiWeekly Automated Payment Program materials that the first halfpayment each month is held in a noninterestbearing account and is not credited to my loan until the second halfpayment is drafted, at which point a full monthly payment is applied. Twice per year, an additional halfpayment is applied to principal. 

My goal, which has been communicated on multiple occasions, is to accelerate equity by reducing principal as soon as funds leave my bank account. Please confirm whether you can : ( 1 ) apply each biweekly draft to principal immediately; or ( 2 ) at minimum, apply the additional {$100.00} included with each draft as an immediate principal curtailment upon receipt. 

If neither is possible within the current program, please advise the process to : ( a ) submit separate principalonly transfers after each paycheck, or ( b ) cancel the program and set up semimonthly autodrafts that are applied upon receipt.

I continue to treat this as a Request for Information / Notice of Error under 12CFR1024.35.36. 

Since then, my account has been placed in deferment, which I did not request, and which completely defeats the purpose of the current issue at hand. 

This complaint concerns PNC 's refusal to communicate in writing, their involuntary placement of my account in deferment, and the resulting negative impact on both my ability to pay my mortgage and the mortgage balance due to withheld funds. PNC is deliberately prioritizing its own interests to the detriment of its customers by exercising unjust control over our funds, enforcing unfair practices, and forcibly preventing borrowers from making payments in ways that would serve their best interests.

Company response to consumer: Closed with explanation