Consumer complaint received 2026-06-07 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: KY

Complaint narrative:
I am filing a formal complaint regarding an unauthorized change made to my account communication preferences. I recently received a letter from PNC Bank stating that my correspondence delivery preferences had been changed based on a request that I allegedly made. I did not request this change, nor did I authorize anyone to make it on my behalf. After receiving the letter, I contacted PNC customer service to report that I had never requested this change. During that conversation, I clearly informed the representative that I wanted my correspondence preferences restored to paper mail delivery. The representative refused to make that change and advised me that PNC periodically makes such changes. I expect that the call was recorded, and I request that the recording be reviewed as part of the investigation. The recording should confirm that I explicitly requested that my correspondence be restored to paper delivery and that my request was denied. I strongly dispute any record indicating that I requested electronic delivery. Such a request was never made by me. I specifically want all correspondence, notices, statements, and account-related communications that are eligible for paper delivery to be sent to me by mail in paper form. I do not consent to having my correspondence preferences changed to electronic delivery without my express authorization. My concerns are as follows : PNC 's records indicate that I requested a change that I never requested. I received written communication stating that the change was initiated by me, which is inaccurate. A customer service representative refused my request to restore my paper-mail preferences. My clearly stated preference for paper correspondence is not being respected. I am concerned that inaccurate information is being maintained in my account records. I am requesting a formal investigation and a written response addressing the following : 1. The exact date and time the change was processed. 2. The method through which the request was allegedly submitted. 3. Any documentation, electronic records, recordings, digital consent records, or audit logs showing that I authorized this change. 4. A review of the recorded customer service call during which I requested restoration of my paper correspondence preferences. 5. The name of the department or policy under which this change was made. 6. The reason my request to restore paper correspondence was denied. 7. Written confirmation that my account has been updated to reflect my preference to receive correspondence by paper mail. 8. Written confirmation that my correspondence preferences will not be changed again without my explicit authorization. I also request that this complaint be escalated to a supervisor, the executive customer relations department, or other authority with the ability to review and correct this matter. The issue is not simply the change itself. The issue is that PNC informed me that I requested a change that I never requested, refused to restore my stated preference for paper correspondence, and continues to maintain records that appear to be inaccurate. I request that all communications regarding this complaint be provided in writing. I do not wish to discuss this matter by telephone. Given that this complaint concerns inaccurate records and disputed account changes, I believe written communication is necessary to ensure a clear and accurate record of all correspondence, findings, and decisions. Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation