Date Received: 2022-10-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I had my account opened. I had gotten a settlement and several different deposits there was two or three main big with. Withdrawals I had my mom called and I was locked up in jail and when I got out they claim that my account has been closed and all the money has been used. Theres no way because I was in jail. Obviously Ive been fighting this for a year and a half now Im sick of it. I had another deposit that says that it went through. Theyre telling me it didnt and find out the bank is closed or went underneath some other name. they claim no records but I got my emails proof and my account had been transferred an now that account is not open
Company Response:
State: MO
Zip: 64012
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On about XX/XX/2022 my bank failed to stop payment to two transactions, one for an ice maker I never recieved and one for a book which was on a fraudulent account. PNC has not only acted carelessly and recklessly and neglectfully, their people are trying to close my account rather than give me money I did not authorize. Also, my unhappiness as to their poorly run company and my money never landing returned, they voluntarily closed my account causing me embarrassment and to not have access to my money. Their insulting and doing it intentionally. Their bank should endure a fine, as I so did not ask them to close my account, instead their inability to treat me respectfully after they got all the funding in the world thanks to some friends of mine and I, chose to act XXXX rather than like an XXXX Meaning, they owe me about {$150.00} and my dignity restored. Not to mention, they need to release my funds to me, rather than holding my money. I went to XXXX XXXX and now their possessive and XXXX like a person who XXXX an ex girlfriend, and will hit them for a terrible thing they did, which is not my fault it is theirs.
Company Response:
State: CO
Zip: 80209
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I used the PNC bank owned and operated ATM at XXXX XXXX XXXX XXXX in XXXX PA and withdrew XXXX dollars. I do not live in the city and this is the last time I used this card. I do not use this card for any purchases and do not have it saved on my phone. On XX/XX/XXXX I was going to make a mobile deposit and noticed my account was lower than it shouldve been. I found a withdrawal of {$200.00} from the same arm location on XX/XX/XXXX. I was not in the city or the area on XX/XX/XXXX and the card was always on my person. I disputed this fraudulent withdrawal online on XX/XX/XXXX and called PNC on XX/XX/XXXX and notified the bank that I was likely a victim of a skimming attack. On XX/XX/XXXX a second withdrawal was made from my account for another {$200.00} at another PNC bank location ATM on XXXXXXXX XXXX XXXXXXXX On XX/XX/XXXX I was in XXXX Florida and my card was on my person. I have attempted to dispute this second fraudulent withdrawal multiple times starting on XX/XX/XXXX but the bank has not reinstated my funds. On XX/XX/XXXX I noticed a new second mobile phone number added to my account online, I called PNC and they could not tell me who or when someone added a mobile number to my account. I asked to close my account but the woman I talked to transferred me to a security specialist who told me to just change my online password. Clearly whoever skimmed my atm card is calling PNC pretending to be me and trying to circumvent security protocols to add their personal cellphone. Both fraudulent ATM withdrawals were at PNC bank ATMs and this in of itself is very suspicious pattern. Clearly whoever did this has an intimate knowledge of PNC bank ATMs and security protocols, and I can not be the only one who has been affected. The PNC rep I spoke with on XX/XX/XXXX told me I did not need to file a police report but I will do so now since I have not received my funds returned to my account.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: I have the PNC Smartaccess card. On XX/XX/XXXX a purchase was made for {$440.00} that I did not authorize. I called the same day and reported this charge and had a dispute started. I called everyday since to try and receive my provisional credit that is due to me, but was told each time that it either denied and I had to wait, or that my concern would be escalated for hardship as I couldn't pay my bills with that much money missing. Upon reading my terms and conditions of my card it states that if their investigation was not competed within 10 business days, they WILL provide a provisional credit. After being told my terms didn't say this, I read word for word what they said, and upon looking they admitted I was right, yet still refused to issue my credit. I am currently on my 14th business day however. Yesterday I went into the branch and spoke with the branch manager Pam Peoples of the PNC branch on the corner of XXXX and XXXX XXXX. in XXXX, FL, who tried to call and help me. We spent 3 and a half hours on the phone getting the run around and transferred to 15 different people. She stated to them how they were legally obligated to give me the credit due to Regulation E, and it being in my terms and conditions, but they continued to evade it. All I want is my provisional credit, but they continue to evade me, making it impossible to pay my utilities for myself and my children. It's a legal obligation and it's in black and white in the agreement I signed with them. My next step is legal action as at this point they are breaking a contract and basically withholding my money from me, which is theft.
Company Response:
State: FL
Zip: 32935
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was scammed out of {$180.00} by someone posing as XXXX they said my electricity would be turned off that day I was scheduled for disconnection they would not take a check they would not take a credit card they said it had to be a bank transfer they said that there was a glitch in the system even though I use the website to pay my XXXX and XXXX bill they had to review the bill to find out if it was paid once they reviewed the billing they would refund my {$180.00} as soon as I transfer the money I realized it was a scam I called the bank but they could not stop the payment
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am writing to announce and describe a confirmed instance of fraud which occurred through a breach of PNC Bank 's Online Banking platform. On Monday, XX/XX/2022, my PNC Virtual Wallet checking account was breached and numerous fraudulent transactions took place by means of XXXX which falls under the classification of Electronic Funds Transfer. The account was breached through online banking. The following unauthorized, fraudulent XXXX transactions totaling {$2500.00} took place : {$15.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX EST {$35.00} XXXX XXXX to " XXXX XXXX '' on XX/XX/2022, XXXX EST {$50.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX EST {$100.00} XXXX transfer to XXXX XXXX XXXX '' on XX/XX/2022, XXXX EST {$150.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX EST {$150.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX EST {$150.00} XXXX transfer to " XXXX XXXX XXXX on XX/XX/2022, XXXX EST {$150.00} XXXX transfer to " XXXX XXXX '' XXXX XX/XX/2022, XXXX EST {$100.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX EST {$150.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX EST {$15.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX XXXX {$35.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX EST {$50.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022 XXXX XXXX EST {$100.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX EST {$150.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX XXXX {$150.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX EST {$150.00} XXXX transfer to XXXX XXXX XXXX '' on XX/XX/2022, XXXX EST {$150.00} XXXX transfer to XXXX XXXX XXXX '' on XX/XX/2022, XXXX EST {$150.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX EST {$150.00} XXXX transfer to " XXXX XXXX XXXX on XX/XX/2022, XXXX EST {$150.00} XXXX transfer to " XXXX XXXX XXXX XXXX XX/XX/2022, XXXX EST {$150.00} XXXX transfer to XXXX XXXX XXXX '' XXXX XX/XX/2022, XXXX EST {$50.00} XXXX transfer to " XXXX XXXX '' on XX/XX/2022, XXXX EST I noticed the transactions around XXXX EST and promptly called PNC customer service to report the fraudulent activity. After spending over an hour on the phone speaking to various support representatives, we were informed by a XXXX XXXX XXXX that no actions could be taken while the transactions were in a " pending '' state and that we would need to wait until the transactions posted to our account before they could be disputed. On the morning of Tuesday, XX/XX/2022 around XXXX EST I filed a police report with the XXXX XXXX Police Department regarding the matter and was issued case number XXXX. Following filing the police report, I again called PNC customer service to continue working towards a resolution. I was able to be connected to the same XXXX XXXX Supervisor from the previous night. This representative did file disputes on each of the fraudulent transactions which took place. Upon attempting to receive a provisional credit to my account for the stolen funds, I was told that it was the policy of PNC Bank to not issue any provisional credits that were related to " XXXX scams ''. As I proceeded to explain that this issue was not necessarily a " XXXX scam '' but rather a breach in PNC Banks online banking platform, the representative continued to stand behind the policy of PNC Bank not issuing a provisional credit. The duration of this phone call was 5 hours and 45 minutes and included being transferred to multiple departments, speaking to a multitude of representatives, and being placed on hold numerous times. Each time I was transferred to a new representative I was expected to explain the incident from the start, and furthermore, was made to feel as though I was an incompetent user of online banking as though this breach was somehow due to negligence of my own personal doing. One of the representatives that I spoke to had actually informed me that just the day before they had worked on a similar fraud case where the same amount of fraudulent XXXX transactions took place, even down to the exact order and amounts that my transactions took place ( {$15.00}, {$35.00}, {$50.00}, etc ). They said that they would note this as part of a bigger issue, but still continued to tell me they could not offer a provisional credit. Nothing was achieved to my benefit in terms of customer support for the duration of this day. On Wednesday, XX/XX/2022 I received a phone call from an Executive Client Relations Specialist at PNC Bank. This individual called me to tell me he was the representative assigned to further investigating my claims and although he did not have any updates at the time, I would just need to remain patient and that he would keep me updated throughout the process as it continues. The fraud investigation could take up to 45 days. Then, and only then would I possibly receive a credit to my account, assuming that the investigation was concluded with the decision that the transactions on my account were in fact fraudulent. On Thursday, XX/XX/2022 I contacted PNC customer service again to continue my attempt in remediating this issue and have a provisional credit applied to my account. I was not able to reach the Executive Client Relations Specialist from the previous day, but I was able to reach a Support Operations Specialist who assured me he in fact had more authority than the previous representative and would work tirelessly to resolve my issues. He explained to me that after reviewing all the internal notes on my account that the reason I was not eligible for a provisional credit to my account was because the Security and Fraud team had advised against it due to the fact that the " fraudsters '' could potentially still have access to my account and would just take the money out again. With this being the only apparent reason that I was not able to receive a provisional credit to my account, the Support Operations Specialist and myself decided on a coordinated plan that would include him funding my account with a provisional credit while I was physically present in a local PNC Bank location long enough to be able to withdraw my funds in cash immediately and then he could follow up by re-locking the account until the conclusion of the investigation. This plan would take place the following day as the time of this decision was too close to the end of the business day and the local PNC Bank branch was going to close. On Friday, XX/XX/2022 I received a called from the same Support Operations Specialist from the previous day and he informed me that he was working with another internal team on gaining approval for the provisional credit. He told me that the hold time would likely be about an hour long, so he decided he would call me back when he heard back from that team. Several hours have passed and I have not heard back from this representative. I called this persons direct line numerous times with no response, and even left two voicemails throughout the day. I finally received a call back from this representative at XXXX EST, after local bank branches have closed. The representative informed me that he would simply not be able to apply a provisional credit to my account per the PNC Bank policy regarding XXXX transactions and that I would need to wait the full 45 days for the conclusion of the fraud investigation. It was a bizarre conversation given all the confidence and assurance I had received prior this final decision. After several hours spent throughout the week working towards a resolution, I have lost faith in the customer service of PNC Bank and have decided to seek other forms of recourse. PNC Bank has neglected to offer any sort of positive customer experience to me in this matter. They have neglected to perform due diligence in terms of applying comprehensive security policies that would prevent this type of breach from occurring. PNC Bank is required under the Electronic Fund Transfer Act to repay customers when funds are illegally taken out of their account without authorization. They are failing to recognize this and uphold this commitment. I have the names of each PNC Bank employee that I had spoken to and have much more documented detail to this issue.
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX XXXX or so was taken from me and now I owe them that? When I had nothing to do with this scam
Company Response:
State: OH
Zip: 45231
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am writing to you because I have been made aware of some incongruencies on my credit report. This is damaging my ability to qualify for a home loan, hurting me as a consumer, and causing me mental anguish. This needs to be attended to now. Please see the items below. Account Name : PNC Bank, N.A. Account Number:463404XXXXXXXXXX There is a late payment for XX/XX/2022, which is inaccurate. PNC changed their payment policy without giving written notice to me the consumer, which violates the Fair Credit Billing Act ( FCBA ). I have been paying online with my bank account, and in XX/XX/2022 I was not allowed to pay with my bank account like I previously have done for over a year. I was forced to go inside the institution and pay with federal notes. Only then was I notified that PNC only accepts federal notes in person for my credit card. PNC has violated the Truth in Lending Act, CFR 1026.5 General disclosure requirements by notifying me in writing of the change in our agreement. My due date was on a Sunday, their institution was not open, nor did they allow me to pay the same way I have done for over 12 months. PNC has also violated 15 U.S. Code 1666b ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. I never received notice, not 21 days before the payment was due, not anytime was a notified. XXXX and XXXX are violating 15 USC 1681B and 15 USC 1681C. XXXX does not have my consent to report without my written consent, and they are false reporting. Without my consent, that violates 15 USC 1681 c-1, No consent equals identity theft. I have never been late on any payments with PNC Bank at any time, look at the history.
Company Response:
State: AZ
Zip: 85016
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/22, I applied online at PNC.com for a home equity loan with a fixed interest rate of XXXX percent which was advertised on their website. On that same page there was a link to apply for a loan which led me to believe that I would be getting a home equity loan with that fixed rate therefore I applied for the loan. The online application required me to upload several documents such as pay stubs, mortgage statements, and home insurance declarations page. On XX/XX/22, I was received an email from a PNC loan processor named XXXX XXXX XXXX XXXX who said that she will be processing my loan application. XXXX XXXX asked that I upload 2 forms of identification as well as my mortgage statement at which time I did for a second time. A week later, I have not heard from XXXX XXXX and left her a voicemail to check on the status of my application. XXXX days later XXXX XXXX called me and confirmed that she received the required documents, and she then emailed me several pages to electronically sign at which time I did. On XX/XX/22, XXXX XXXX sent me an email advising that the home appraisal was completed, and that the application will be sent to the underwriter. On XX/XX/22, XXXX XXXX sent me an email stating that my application is complete and will be sent for closing. On XX/XX/22, I have not heard anything on my closing and called XXXX XXXX to see what the status was. XXXX XXXX extension as going to her a voicemail, and I left her message inquiring about the status of the closing. Several hours later I still have not heard from XXXX XXXX, I then called the customer service and requested to speak to a supervisor. I was advised that a supervisor for the team assigned to my loan application name XXXX was in a different time zone and that a message will be left for him to return my call. By the end of the day XXXX never called me. On XX/XX/22, I called the customer service number and asked to speak to XXXX and again was old that he would return my call later in the day. I then requested to speak to another supervisor since XXXX was not returning my call, the agent informed me that another supervisor was not available and that my application will be escalated. On XX/XX/22, I called the customer service number and spoke with a loan processor name XXXX XXXX who told me that PNC has requested my insurance agent add PNC to the mortgage clause as well as a paid in full receipt on my insurance policy. I called my insurance agent and asked if the clause and receipt can be sent to me. My agent told me that PNC requested the documents a week ago and those documents were mailed. I told XXXX XXXX of this, and she asked me to forward a copy of the documents to her email and to another loan processor named XXXX XXXX at which time I did. On XX/XX/22, XXXX XXXX replied to my email confirming receipt of my insurance clause and receipt and will have the file completed by the end of the day. On XX/XX/22, I called the customer service number and asked to speak to XXXX XXXX, I was advised that she was not in the office. I asked the agent if she can check to see if the insurance documents were placed into the file and she told me that the insurance documents were not received. I then requested a supervisor, and I was again told that a supervisor is not available and that I should contact XXXX XXXX who is the assigned loan processor. I explained to the representative that XXXX XXXX has not been returning phone calls or emails and insisted on speaking to a supervisor. Later that day a supervisor name XXXX called me and told me that XXXX XXXX is no longer with PNC. I expressed my concerns with XXXX that I sent XXXX XXXX several personal documents and now she is gone before completing my loan application. XXXX told me that she would have XXXX XXXX supervisor XXXX will call me back. On XX/XX/22, I still have not heard from XXXX and the closing of my loan never happened as promised. I called customer service to inquire on the status of my loan and the representative told me that PNC is currently paying off a couple of my loans. I told the representative that I was not aware of PNC paying any loans and that I never signed anything agreeing to this. The representative told me that a loan processor will call be back later in the day. At XXXX XXXX a loan processor name XXXX NMLS XXXX called me and told me that PNC needed a payoff statement on a car loan I have as well as a zero-balance letter for a credit card to close on the loan. XXXX said that she will call me later in the day XXXX XXXX to begin the closing process. At XXXX XXXX XXXX called me to begin the closing process and to schedule a day for me to sign the closing documents at a local branch. I asked XXXX to confirm the interest rate and she told me that the rate is going to be XXXX percent. I advised XXXX that on XX/XX/22 the advertised rate was XXXX percent and was under the impression that was what the rate was going to be. XXXX told me that rates have gone up since then and that is the rate for the loan. I expressed to XXXX that at the time I applied the rate was XXXX and the loan was due to close in XXXX until XXXX XXXX abandoned my loan, my process was delayed several weeks. XXXX said that she will make note of the situation for the customer suggestion. On XX/XX/22, I received a call from PNC corporate who asked me to explain what happened. I told the representative about the issues I have had. He offered to have me reapply for the loan, but the interest will be XXXX percent. The representative then asked me if I had anything printed that said what the rate was on XX/XX/22 and I advised him no. He then told me that he will take my situation under consideration for the future and thanked me for speaking to him. I did find a document that was published on XXXX XXXX from XXXX wire that confirms that the PNC rate was XXXX percent. On XX/XX/22, PNC advertised a rate of XXXX percent for home equity loans, and I applied that day based on the rate that was being offered. Since I applied the loan processor assigned to my loan stopped processing my loan delaying the process. At this point I had no knowledge of what was going on with my loan. I have made several attempts to inquire the status of my loan and was given a different answer each time I called. Numerous requests were made to speak with a supervisor named XXXX was told that he would call me back, but he never did. Various personal documents such as mortgage statements and insurance clause were misplaced, and I needed to send additional copies. The PNC mortgage department is clearly a dysfunctional operation, and the incompetent staff severely delayed my closing process. If XXXX XXXX would have completed the process as promised the loan would have been closed prior to the interest rates going up.
Company Response:
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I would like to reopen my bank account at PNC but they are refusing to take my account. I have many returns from XXXX that total {$5000.00} because PNC is not willing to take the cash returns because the things were purchased with that bank. I returned many items to XXXX but they are insisting they can not give me credit for the items I returned except on PNC Bank. My account was closed but I did receive a check for {$980.00} yesterday so obviously that right could be done but PNC is still refusing to reopen my account. It was closed without my approval for no reason. I had no suspicious activity which is the only legal reason to close an account against the customer. They never even physically saw me after I opened the account and had no legal basis to close it.
Company Response:
State: FL
Zip: 33434
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A