Consumer complaint received 2026-02-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: PNC Bank N.A.
State: PA

Complaint narrative:
XXXX XXXX. 
| XXXX AM Good morning, XXXX! I'm sorry you're having difficulties making your mortgage payment online. Please describe what's occurring or where you're running into the issue. 
You | XXXX AM XXXX! The app and website doesn't give me the option. The only option I have is to view my account number. 
You | XXXX AM When I called to make my first payment last month she said she was putting a note in for them to fix it, but it hasn't changed at all since then unfortunately, so I have no options to do anything except see my total balance and my account number. 
XXXX XXXX. 
| XXXX AM Thank you for that information. Please allow me a few moments to look into this for you. 
XXXX XXXX. 
| XXXX AM Thank you for your patience. I am still looking into this for you. 
You | XXXX AM Take your time! I appreciate your help so much! 
XXXX XXXX. 
| XXXX AM Thank you for your patience. Due to a previous Bankruptcy, PNC will not allow Online Payments for your Mortgage account. You will continue to need to make payments over the phone with XXXX of our representatives by calling XXXX, Monday - Friday XXXX AM - XXXX PM ET and Weekends XXXX AM - XXXX PM ET. 
You | XXXX AM I appreciate your help. XXXX not sure how making it more difficult to make a monthly payment makes sense if my prior bankruptcy is the issue, but I will call. My other question is why I can't see any of my information other than my balance and my account number. 
You | XXXX AM A prior bankruptcy shouldn't prevent me from accessing my account information like my interest rate, my previous payments, etc. 
XXXX XXXX. 
| XXXX AM Are you having these issues on both the website and the PNC XXXX app? 
You | XXXX AM Yes, unfortunately. 
XXXX XXXX. 
| XXXX AM Please allow me a few moments to look into this further. 
You | XXXX AM Of course! Thank you so much for your time! 
XXXX XXXX. 
| XXXX AM The information you can access online is limited by the bankruptcy as well. 
You | XXXX AM XXXX specifically asking why my online account does not allow access to standard loan information such as my interest rate, payment history, escrow details, and statements. A prior bankruptcy should not prevent access to my own mortgage records, and I would like clarification on what policy restricts this information. If this is a system limitation, please advise how I can obtain full documentation of my loan. I am requesting access to my full loan information as required under RESPA. 
You | XXXX AM I really, really appreciate your help trying to clear this up so that I can access my own mortgage information. 
XXXX XXXX. 
| XXXX AM I understand. That information is unavailable due to the Bankruptcy. The information available to you online is limited due to that previous XXXX. 
XXXX XXXX. 
| XXXX AM Bankruptcy * XXXX XXXX. 
| XXXX AM Please call our Mortgage Service Center at XXXX Monday - Friday XXXX AM - XXXX PM ET and Weekends XXXX AM - XXXX PM ET for additional assistance with this issue. 
You | XXXX AM Thank you!!! 
XXXX XXXX. 
| XXXX AM You're very welcome, it's been my pleasure to assist. Please contact us again if you have any additional questions or concerns. Thank you for banking with PNC and I hope you enjoy the rest of your day!

Company response to consumer: Closed with explanation