Consumer complaint received 2025-07-09 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: PNC Bank N.A.
State: NJ

Complaint narrative:
Subject : Urgent : Discrepancy in HELOC Payoff - Account Damage and Credit Score Impact Dear Team, I'm attaching all evidence for your review.

1. Notice of Payoff and Request for Satisfaction ( XXXX XXXX, PNC BANK ) From XXXX XXXX to PNC Bank XXXX. Freeze Letter 3. Yesterday ( XXXX Copy Attached ), I paid {$1800.00} for the principle amount {$110.00} which was paid over 4 month ago when Loan was paid from XXXXXXXX XXXX 
This email serves as a formal complaint regarding a severe issue with my recently refinanced Home Equity Line of Credit ( HELOC ) and the subsequent, significant damage to my credit score. I have been a loyal PNC customer, consistently making timely payments on my interest-only HELOC for less than one year, paying approximately {$30000.00} to {$40000.00} in interest without any single late payment. It took me over 24 years to build my credit score above XXXX points, which PNC Bank has now destroyed in less than three months due to their error. 
I personally went to Local Branch three times and Branch Manager XXXX XXXX ( Phone : XXXX, Email address : XXXX ) have raised three cases below to the PNC bank escalation team and none of them responding and unethically destroying my credit score.

Case # XXXX Case # XXXX Case # XXXX I recently refinanced my HELOC with XXXXXXXX XXXX As part of this process, XXXXXXXX XXXX  requested and received a Per Diem payoff quote directly from PNC Bank. XXXXXXXX XXXX promptly paid the amount provided by PNC. 
However, it has become apparent that the payoff quote provided by PNC Bank was inaccurate and incomplete. Specifically, there was a remaining balance of {$1000.00} that was somehow omitted from the payoff amount provided to XXXX. Despite this, my PNC online portal, at the time of the payoff ( approximately 90 days ago ), only showed an outstanding balance of {$110.00}, which I immediately paid in full. 
Since that time, PNC Bank has been applying monthly late fees to my account for this alleged outstanding balance of {$1000.00}. More alarmingly, my PNC online portal no longer provides any option to view or make payments on this account, effectively preventing me from addressing the purported balance even if I wished to. 
As a direct consequence of these erroneous late payment reports from PNC Bank, my credit score, which I meticulously built and maintained above XXXX points for over two decades, has plummeted to under XXXX points in less than three months. This drastic reduction is solely attributable to PNC Bank 's error in providing an accurate payoff quote and its subsequent reporting practices. 
I have repeatedly attempted to resolve this issue by contacting PNC Bank, but I have consistently encountered a lack of accountability and responsibility from your representatives. No one has been able to rectify this mistake or provide a clear path to resolution. 
This situation is unacceptable. PNC Bank 's error has had a devastating impact on my financial standing and creditworthiness. 
I demand the following immediate actions : XXXX. A thorough investigation into the discrepancy of the HELOC payoff quote provided to XXXX XXXX 
2. Immediate removal of all erroneous late payment charges and negative marks from my credit report related to this HELOC account.

3. Restoration of my credit score to its standing prior to these errors, or a clear plan to facilitate this restoration. 
XXXX. Confirmation in writing that this account has a XXXX balance and is closed, with no further negative reporting. 
I expect a prompt response and a concrete plan of action to rectify this egregious error If this matter is not resolved satisfactorily, I will be compelled to pursue all available avenues, including filing complaints with regulatory bodies such as the Consumer Financial Protection Bureau ( CFPB ) and credit reporting agencies. 
Thank you for your immediate attention to this critical matter. 
Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation