Consumer complaint received 2024-09-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: PNC Bank N.A.
State: PA

Complaint narrative:
Pnc closed my account without foreknowledge. I knew I was behind on payments but was keeping up monthly after falling behind. After falling behind contacted pnc to make sure I was caught up enough to not be reported as delinquent, I was ensured with payment made during that call that I was brought up enough that while behind, wasn't being reported as such to agencies. 
I XXXX I contacted pnc to make a regular monthly payment. I spoke to a rep to review my account and bring it up to date. I found out then that despite the phone call and making regular payments the account had been closed. there was nothing I could do excepting that, it was recommended in XXXX I sign up for debt relief, which i did. I was advised that the application needed to be accepted before I could make payment, I would hear back in writting within XXXX business days. Which did not occur. 
I called in XXXX, and was told that there was an 'error ' my application from XXXX hadn't been submitted because of the error. I had to apply again. which I did. 
While I was accepted, for the relief program. I had to contact pnc about their reporting to agencies that I missed a payment in XXXX. I did not. I contacted pnc before the due date, and was diverted from making a payment, until they responded. which they didn't. 
I'm now being faulted, and reported as missing a payment in XXXX, when I was following pncs policy, a policy they didn't abide by or fulfill. 
I contacted pnc on saturday XX/XX/year> and was told the complaint was understood. today XXXX, I was contacted back. However the topic has not been responded to. I've had to deal with multiple hangups, and continued refutations. PNC is recording, yet when I respond that I am also recording, as is my right, and living within a XXXX party consent state. I am again XXXX from servicing my account for recording in the same manner that is formally announced to me. PNC has not right to avoid service, it is my right to record them, and necessary as documentation as they have continually misrepresented what they are going to do as per the contract. 
This is not the first time PNC has formally enrolled me in a program only to, after the fact, say they don't have record of it. PNC records have been so bad, that even after updating my address, speaking to executives ( VP 's ) about such a simple error. The address their resolution to about the incorrect address, is the still wrong address ; The very address in question that had already not been corrected. 
It's absurd to me that PNC will not address the concerns put before them, that they would call back only to say they need to do more research. The initial concerns were clear, I signed up for a program in XXXX, pnc didn't follow through ; I am responsible to correct their error. However they will not engage in a conversation about the topic. 
I have found my time wasted XXXX hours today, repeating the simple question I asked saturday to no avail. only contempt and hangups which have prevented me from further servicing my account to the point that I feel PNC is legally not obliging the terms of it's own contract. 
I signed up for covid relief and had a similar experience. I went through the enrollment process and was accepted. Only to find out after the fact that PNC didn't actually apply this to my account. I only found out after the fact, same as now. That when I applied for a program, that PNC took the onus, they didn't follow through. Despite no failure of my own PNC is holding me responsible for not paying a month, when they said wait for your new bill. A new bill they never provided, a new bill I had to reapply for a month later in XXXX. In reapplying was told, that there was an 'ERROR ' and that stopped the application. that because of that error pnc created, it's my reporting that is filled against and must be argued back. Not pnc 's responsibility to be responsible in the first place or fix the problem they did create. But to hang up on their customers and blame them, when pnc can't answer for their own actions, actions that are not congruent with the terms the set out. Such that their ongoing and consistent violation of terms, seem to imply they are not liable to the terms they wrote for themselves. Such that they will refute a conversation about MY account, hang up, and refuse to accept a new call during working hours. 
I have documented these ongoing refusals to service my account, and can not be held to terms outlined if pnc is refusing to oblige the law or the contract it wrote. it has in an ongoing fashion not only not enrolled me in promised programs but refuse to knowledge the problem once announced to them, in violation of it's own service agreement with the consumer. If I am refuted, hung up on, and refused when calling back, than PNC is not allowing me to service my own account, and is voiding it's own contract. I have every right to a clear answer as to why pnc reported me as delinquent without applying my application. All reporting that I am should be retracted. this was not caused by my action, my actions were to prevent further problem. This problem is a direct result of PNCs inaction, and misrepresentation to their consumer. Which they have again refused to address after being presented to them. PNC has not followed its own obligation, it is obliging me to clean up there mistakes. This is not a service this is a detriment and violation of their terms as they refuse in ongoing fashion, to engage to topic at hand for their 'policy ' of dismisal.

Company response to consumer: Closed with monetary relief