Consumer complaint received 2015-08-27 00:00:00
Product: Bank account or service — Checking account
Issue: Making/receiving payments, sending money — 
Company: PNC Bank N.A.
State: VA

Complaint narrative:
I received a notice from my mortgage company, XXXX XXXX, that my mortgage would be reduced. Unfortunately, I did n't pay attention to the date of the change ; it was effective XXXX not XXXX, 2015. I paid XXXX, an amount that was {$1.00} short. I was notified by email that they refused the payment and that PNC Bank was notified that the payment was to be returned to me. That occurred on Thur., XXXX/XXXX/15. XXXX XXXX also notified me that a correct mortgage amount needed to be paid. I submitted that payment, {$1200.00}, on XXXX/XXXX/15. That money was removed from my account on XXXX/XXXX/15. As of Monday, XXXX/XXXX/15, my first payment was not yet returned. I contacted PNC and the XXXX XXXX. Both said they did not have my funds. At some point, PNC noted that a 3rd party vendor that processed online bill payments MAY have my money. I was told that I could initiate a dispute to help get the funds returned to me. I was also told to contact the 3rd party vendor. I asked for help in doing that by way of a XXXX way call, but was told they did n't have the capability to do that. After several calls, PNC dispute services told me that I needed to sign a " Written Statement of Unauthorized Debit ( ACH ) '' to verify that I was filing a dispute. I asked for the form to be emailed to me but was told it could not be, that I would have to wait for it to arrive my USPS mail or I could obtain it at the local PNC branch. I had already gone to the branch when this issue began and was not told about this form. I went to the branch in XXXX XXXX, VA for a XXXX time. I requested the form. I was told they did not have the form. I told them I had been directed to get it from them by the Dispute office. Again, I was told they did not have such a form. I left very upset. I called the Dispute office again the next day or so. The first think I was told was that it appeared that I had cancelled my Dispute claim. I emphatically insisted that was NOT THE CASE and that my money had not yet been returned. I also told them about my XXXX visit to the local branch ; they got the local branch on a separate phone line and directed them on how to locate the form for me. After all of this, the next day on XXXX/XXXX/15, I could see that there was a pending transaction for return of {$1200.00}, my XXXX incorrect mortgage payment. Meanwhile, a representative from PNC called, but I was unable to determine the name. I called the number left, but it was a main number. I was unable to contact the person calling since I had no extension. I did call the Dispute office and left a voice mail for the XXXX person I worked with most to say my money had been returned. WHAT A STRESSFUL and upsetting experience. ( I did my best to put these events in chronological order ; I apologize for any error. ) To date, I have not spoken to anyone from PNC that has expressed regret over this situation or to ensure that my funds were returned and accessible to me.

Company response to consumer: Closed with explanation