Consumer complaint received 2025-10-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: PNC Bank N.A.
State: TX

Complaint narrative:
PNC has absolutely no regard for customers. The incompetence of this institution has gotten worse over time. I scheduled on XX/XX/XXXX to have my mortgage payment drafted on XX/XX/XXXX. I received multiple delinquent notices from PNC stating my mortgage was delinquent. I logged back in to PNC online banking and scheduled another payment to be drafted for XXXX XXXX. I received confirmation for the payment. However, after that payment I received yet another delinquent notice stating that a payment was not received. I called PNC and spoke with a representative who was extremely rude and condescending in her tone. I asked to confirm that my bank account is not drafted twice. The representative stated that she did not see the payment that was scheduled since XX/XX/XXXX and she also confirmed with customer service and they also did not see that scheduled payment. I went into my records and was able to retrieve the confirmation number and the email confirming that scheduled payment. I called PNC back to reiterate that I wanted to ensure my bank account is not drafted twice for the same payment. I spoke with a representative who transferred me to the supervisor XXXX. XXXX stated I would have to call online banking. According to the supervisor he could see payments made via PNC online banking. I asked could he contact someone in that department instead of telling me to call back for another department in an effort to provide customer service resolution.He said he could not and blind transferred. My called went to XXXX who stated he could not help because he was in the debit card department. I asked to speak with a supervisor. He kept me on hold. Did not transfer me to a supervisor. The call went back in the queue. Prior to being transferred back in the queue XXXX stated he had no documentation of the communication with the supervisor XXXX. I spoke with another representative XXXX who confirmed she was not a supervisor. After going through the verification process all over again. That representative also stated that she did not see the other payment that was previously scheduled in the process. I provided them with the confirmation number and explained I received an emailed confirmation. They all claimed they did not see the payment on XXXX XXXX XXXX. Conveniently enough XXXX the supervisor claimed he could not see online payment. Yet, he confirmed he could see the payment made today XXXX XXXX XXXX. Despite both payments being made using the same process, online banking. I was transferred four times and spoke to five representatives at the end of the call. I still did not get a satisfactory resolution PNC is notorious for their incompetence. At the end of the ordeal being on the phone for 2 hours they failed to satisfactorily resolve the problem. The only representative who showed a slight attempt to service the call was XXXX.

Company response to consumer: Closed with explanation