Date Received: 2022-10-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, a person going by the name of " XXXX XXXX '' sent me a check, asking me to deposit it into my account. He asked me to send a portion of the money to a XXXX account under the name of " XXXX XXXX ''. The phone number associated with the account is XXXX. He sent me XXXX checks in the amount of {$2400.00}, totaling {$4800.00}. The first check of {$2400.00} was cleared by PNC and deposited into my account via mobile deposit. I sent a total of {$400.00} to the XXXX account on XX/XX/XXXX, before the check had cleared. Once the check cleared on XX/XX/XXXX, he asked me to send {$1400.00} to the XXXX account, and I did. Later that day on XX/XX/XXXX, he told me to send another {$400.00} to the XXXX account and he would send me another check for {$2400.00}. I sent the {$400.00} to the XXXX account. On XX/XX/XXXX, he asks me to send another {$1800.00} to the XXXX account, and to keep the remaining {$600.00}. At this point, I had just received an email from PNC saying that the first {$2400.00} check had been returned to the issuer of the check, by the person who issued the check. On XX/XX/XXXX, I got the second email from PNC stating the second check for {$2400.00} was returned unpaid. I called PNC on XX/XX/XXXX and reported the incident as fraud. I also made a police report on XX/XX/XXXX. The first phone call I made to PNC, I included all of the information possible that I could so the agent could properly report my case. When I called back after I made the police report a few hours later, I was told by another agent that there were no notes of the incident in my account and I had to go through the whole process over again. I was told by several different customer service agents through PNC that it is not likely that my dispute will get approved. The person behind this act is clearly a scam XXXX and out to take advantage of innocent people. I was told by a branch XXXX that I would have until XX/XX/XXXX to file an appeal on the dispute if it gets denied. I called on XX/XX/XXXX to once again check the status of the dispute, and was told that no one had even been assigned to my case yet. The woman also informed me that there is no such thing as filing an appeal, it is just simply filing another dispute. Since XX/XX/XXXX, PNC has delivered extremely disappointing customer service, acknowledgement of the incident, and overall knowledge about what needed to be done as well as their own rules and regulations of steps of action in a scam/fraudulent situation. Since then, my account has been frozen due to my claim of fraudulent activity. I have also been charged twice for the return of the checks. I have pictures of the text messages from " XXXX XXXX '' asking me to send the money, pictures of the checks that PNC allowed to be deposited via mobile deposit, and pictures of the XXXX transactions that were made with " XXXX XXXX 's '' information on them. The total amount that I personally lost in this matter is currently a total of {$2200.00}. Which is the amount I am fighting to get back.
Company Response:
State: IN
Zip: 46201
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I called PNC branch in XXXX, NJ to lock my HELOC and was quoted 5.54 %. I was advised I would need to sign a document and never received it. We assumed that the rate was locked since the call was on a recorded line and the quote was provided per fed regulations. XX/XX/XXXX we saw that the rate had jumped and our statement showed the rate had not been locked as agreed. We called the branch who told us that she was not able to assist us and transferred our case to a customer service representative. He told me that because we didn't pay the {$100.00} fee that PNC charges and didn't sign the document ( we never received ), that the lock was not placed and therefore we would need to pay the higher rate. To date, our rate is 2 points HIGHER than the rate we were quoted on XX/XX/XXXX and still climbing. To date, we have still NOT received the document needed NOR the {$100.00} fee applied by the bank. We just want the rate we were quoted to be honored. We placed it on a recorded line with the branch manager. She gave us the rate quote and the terms of the rate as required by lending guidelines. However, after that the rate was not locked and is now costing us HUNDREDS of dollars in excess costs as they have not resolved this and keep stating that it's our fault. They explained the fee and the form that needed to be signed are only a PNC overlay and not an industry standard. We feel that their delaying of locking and resolving the issue is predatory and would like assistance to get our rate locked at the disclosed and quoted fixed rate of 5.54 %. As of today, we are Still not resolved. We have made several calls to PNC and are " escalated ''. We have not missed any payments and they have an automatic draft for the payments to come out. This is not fair to consumers and the overlay they have should NOT prevent a rate lock from occurring when it's recorded and quoted and in the file that we requested the lock appropriately.
Company Response:
State: NJ
Zip: 08003
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened this account about 2 months ago, been using it regularly. I made a deposit into my account and they put a hold on my account with an identity issue?? Ive been in 3 different times to submit a copy of my drivers license and social. They still not allowing me to access my account or close my account??? Im very flustered at this point because I cant pay my bills and that is not a good thing with me!!! Im beyond XXXX with PNC Bank!!!!
Company Response:
State: SC
Zip: 29609
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On Monday XX/XX/XXXX my purse and wallet were stolen from my locked vehicle. My driver 's license and PNC debit card were in my wallet at the time of the theft. I immediately reported my card stolen on through PNC 's banking app and filed a report with the police. Per the police, they advised to have the bank flag the card so if someone tried to use the card at a retailer, the retailer would know to contact local law enforcement. Once the call center opened, I contact PNC and confirmed they received my online notification indicating the card was stolen as well as to relay what the police advised. I was told by the bank, this was not possible since it was now locked due to the theft, nothing would come to the bank if it was used. I also went into a local branch to have a new debit card reissue and the associate there confirmed it was listed as stolen in our account. On Tuesday XX/XX/XXXX at XXXX someone entered the PNC branch at XXXX XXXX XXXX in XXXX VA and used my stolen license and the PNC debit card that was just reported stolen the day before to gain access to my account. The person deposited a fraudulent check and then withdrew my full account balance of {$4600.00} without raising a single red flag. There was no text alert regarding suspicious activity, NOTHING. We found out about the transaction when my husband 's debit card was declined, and I checked our account. I immediately contacted the bank and put a 30 day hold on my account. I started asking about having the money refunded which is where the runaround began. I was bounced from department to department where I had to explain everything from the beginning each time. I was told an investigation would be opened. I was able to reach out to the manager of the bank where the transactions occurred who advised she had opened an investigation with loss prevention but could not explain how something like this could have happened. The contact I was given for loss prevention was XXXX XXXX but was only provided an email as the phone number could not be released. I have sent 2 emails to XXXX XXXX with no response. I found out on the morning of the XX/XX/XXXX, the only dispute opened by the branch was for the fraudulent deposit. NOTHING has been opened or attempted for the withdrawal, which is my primary concern. I have been without access to any money since XX/XX/XXXX, it is now XX/XX/XXXX with no resolution in sight. I was able to open a dispute myself the morning of XX/XX/XXXX for the withdrawal and it was escalated to Retail Support. My husband and I both have left messages with a XXXX XXXX from retail support who is supposedly handling the dispute as of XX/XX/XXXX but none of our phone calls or emails have been returned at this point. We are in this position at the sole negligence of PNC Bank. How can a debit card which was reported stolen barely XXXX hours earlier be used to withdraw an entire account balance without raising a single red flag? How can a bank who allowed this to happen, not show more urgency in resolving the issue and reimbursing the money. We have filed police reports with law enforcement in both the jurisdiction where the theft occurred as well as where the bank transaction occurred. I have done as much as I can do independently to resolve this issue. I'm hoping by filing complaints it can help move the process along and get my money returned. I will NEVER do any kind of business with PNC bank again. All of their actions so far have been to protect themselves, not the consumer.
Company Response:
State: VA
Zip: 225XX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I wired a payment of {$12000.00} USD on XX/XX/2022 from PNC Bank to XXXX. I paid a {$40.00} fee through PNC bank. XXXX charged my real estate company XXXX fees, {$22.00} and XXXX. The amount that they deposited in their account was {$11000.00}. Making my payment {$35.00} less than expected, and making my payment essentially late. No one can tell me where the fee was charged. PNC told me that they didn't charge and additional fee but they can see where a fee came off once received. XXXX didn't show the real estate company that they deducted a fee. I send a payment every month via wire and this " fee '' or " amount '' has never been deducted before. So I feel that someone is not disclosing fees and I'm left with no answer, no explanation, and a late payment that seems to be nobodies fault. They opened an. investigation that will take 90 days, which is not helpful to me considering I have to wire more funds in four weeks with hidden fees.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My card was stolen XX/XX/2022. Pnc accepted some responsibility for certain claims but not other transactions which were at the same exact time.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I opened a checking account with Simple.com which had no fees. Simple.com was acquired by XXXX, and then XXXX was acquired by PNC Bank. I recently went to check on my checking account at PNC and found that since XXXX of this year, PNC has been charging my account {$7.00} per month in account maintenance fees. I never signed anything agreeing to this fee schedule, and I never received communication that clearly and explicitly stated that I would be charged this amount. I asked the company to refund these charges, but they have not allowed me to submit my dispute because despite providing answers to security questions, they claim that they can not verify my identity.
Company Response:
State: CA
Zip: 95070
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: XX/XX/XXXX Opening and account was the closest thing I could find to not allowing a change to an account. Discrimination based on XXXX and origin, female, XXXX, Honduran. Removing my husband 's name ( white male ) of the checking account. I have a line of credit ( only under my social and my name ) that stands on its own but is attached to my checking account. I was told to first I had to be primary and they changed me to primary ( not sure why I was not primary, deposits only came from me ), and then they could remove him. Both my husband and I were present at this two transactions and he signed to remove his name from the checking. The representative from PNC said she needed authorization. She told me, I had to pay the total of my line of credit in full to remove his name. I asked to be shown in writing where it states that, she stated that it may have not made it into the find print, and it did not have to be in writing. So I had to purchase my account by paying my line in credit to be removed before his name is removed. She said this was to protect my husband, who signed to remove himself from the account and is not on the line of credit. I explained the line of credit is under my name, I am assuming liability. Today XX/XX/XXXX, I talked with customer executive service representative XXXX XXXX, who I explained the whole experience. I explained the representative was not able to provide in writing that I in essence had to buy off the removal of my husbands name by paying my line of credit in full. I received a statement today for my line of credit my payment is {$25.00}. XXXX dismissed this as, we will investigate later but we are denying the removal of his name as there is other wording in the fine print that we " PNC '' reserve the right to deny a name removal. I asked how can you deny if my husband is wanting to be removed? She said I had to open a new account. I asked if there was incentives with new accounts openings. She stated she felt bad for my treatment as I felt I was being discriminated against. stated it was not guaranteed to remove a name from an account. She stated that in contract it says it is not guaranteed and this request was being denied. However, we had already started the process to the point where my husband signed to approve his removal. I explained that the language she is quoting was not the reason I was told I was the name removal was being denied, but she just kept stating the language that PNC holds that right. I explained that it seemed illegal and she should talk with her legal department before making this determination. XXXX asked me what law and only then she would talk with her legal department. I explained there were several FDIC laws or violations that potential are being broken. I am also not a PNC employee and would file this complaint. I filed a complaint with the Federal Reserve, they provided me your information. Concerns I voice to XXXX within the executive team : -Discrimination based on race and gender. -Potentially being forced to open a new account for a quota -Requesting me to pay for an account in full before doing a transaction of removal of my husbands name. I explained this felt like it was illegal and I have not been provided the language where it states this is binding. -PNC representative at branch, telling me that what the past in the contract of my bank account did not matter that it was only the here and now. -PNC representative telling me that it does not have to be in writing for them to force me to pay the full sum of my line of credit before removing my husband. -PNC representative stating that the language she was voicing was in a document of over 40 pages and she could not find it right away. -PNC representative saying there was default, when asked if there was, she admitted there had not been. -PNC representative directing questions of my line of credit and checking account to my husband to it seemed, to find a reason for denial. -PNC representative, when I requested it for it to be in writing, explaining my consumer rights, stating, she did not want to argue about it. -PNC manager stating they do not do this process often and that is the reason the representative at the branch said those things. -PNC manager stating he was not or the representative, neither were direct representatives of the bank. -Executive Representative stating I could open a new account. I asked her to close account. Which stated it could not be done without my and my husbands approval. How is that different than a name change? Above PNC representative in my view, tried to falsify a reason to why my husbands name could not be removed from the account. Executive customer service used different language than previously stated for the reason not to allow name removal. Executive representative stated she felt bad on how I was treated but they are denying the name removal. I also explained it seems illegal for me to have to " purchase '' my husbands name removal by paying my line of credit off when I have not been provided this as part of my contract. She just quoted that they can deny a name removal. I explained after she asked me about the laws the bank had broken, that I was not a PNC employee and it was not my duty, though I had given them a chance to rectify the above to protect PNC, but it is my job to protect myself the consumer. Bank Complaint number XXXX.
Company Response:
State: IL
Zip: 61761
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Problems at the end of the loan or lease
Subissue: Problem related to refinancing
Consumer Complaint: I and my wife have been customers of the PNC Bank for over 20 years. Early in XX/XX/XXXX, my wife got approved by the bank for an auto loan. On the strength of the PNC check, she bought a new car from XXXX XXXX, an authorized car dealership in XXXX, DE. A couple of weeks later, she was confronted with a barrage of telephone calls from the PNC Bank about some technicality regarding her auto loan. The bank wanted her to pay the difference between the approved loan and the MSRP price of the car. This meant that PNC wanted her to pay a sum of money for the cost of title, licensing, extended warranty, and other stuff. Among the Check Ready instructions at the back of the banks check was the one which stipulated as follows : The check may include costs related to tax, title, license, and extended service warranty, so long as the check is written in an amount that is within the range printed on the check and does not exceed the customer 's approved loan to value. It did not matter to those PNC Bank guys that my wife did not exceed the value of the approved auto loan. The poor woman was not only compelled to take several hours off her work schedule to answer calls from the following PNC staff, XXXX, XXXX, and XXXX XXXX but she also lost her voice in the process of talking to them. The ensuing fiasco ended with the PNC Bank bouncing its own check, thereby compelling the XXXX XXXX dealership to demand for the return of the car. A puzzling aspect of it all was that one of the PNC Bank staff, XXXX XXXX, let it slip that the bank customers were usually given the courtesy of an exception in a situation such as this one involving my wife. Asked why the same courtesy was not extended to her, the guy simply told her that she was not considered to be fit for the exception. Then, the reality struck her in the face. Obviously, my wife belongs to the minority group of Americans whose patronage is desired by corporate America, but not good enough to be treated equally with other customers that are considered worthy of all forms of courtesy. It's grossly pathetic that in the XXXX XXXX XXXX and having been a customer of PNC Bank for over 20 years, my wife could be subjected to such a shamefully discriminatory practice. " What is good for the goose is also good for the gander. '' This therefore was enough reason to confidently reject the final decision made by one XXXX XXXX XXXX on behalf of the PNC Bank on XX/XX/XXXX, when she gave my wife the ultimatum to either pay the shortfall or return the car to the dealership. What this arrogant ultimatum means for my family is that someone of my wifes caliber in XXXX is not fit to drive a XXXX brand new car. In view of this disappointment therefore, my wife and I have resolved to close our accounts, which include a XXXX XXXX XXXX savings account with the bank. We have realized that being customers of PNC Bank for more than XXXX decades can not remove the fact that we belong to a minority group of people that does not qualify to be treated equally with those other customers that are respected. The lesson here is that if my wife could be treated in this discriminatory manner by the PNC Bank, notwithstanding the fact that she has been its customer for over 20 years, then anyone among the minority group of people, and especially the XXXX community, can be a victim of the pervading corporate systemic racism in the United States of America.
Company Response:
State: DE
Zip: 19701
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: An employee at my local PNC Bank branch mishandled my funds on XX/XX/XXXX, resulting in the loss of {$14000.00}. She let me in about XXXX minutes after the bank had closed and rushed through a wire transfer, a type of transaction I did not understand, nor ever try to transact before, nor explicitly ask for on this day. I was visibly distraught due to a phone scam situation, however, she did not care or ask what was wrong. She assumed this transfer was what I needed without explaining the transaction type. She did not probe or screen at all for potential fraud, which is the standard protocol of any financial institution. I believe the employee could have been involved in the scam, as the caller had mentioned PNC and asked me to visit the branch after an online transfer wasn't possible. Even if not directly involved, the employee was recklessly fast due to the late hour, negligent, and thus, breached her fiduciary duty as a bank employee. By the bank 's own admission she was someone temporarily assigned to the branch during a remodeling project, and lacked proper training. I have previously submitted complaint # XXXX with the CFPB, stating that the bank ignored my appeal letter dated XX/XX/XXXX and tried to convince me that the fraud occurred through no fault of their own, but was entirely my fault simply because I'm a senior citizen. When the bank responded on XX/XX/XXXX to this complaint, they falsely stated that I had authorized the transfer. The employee forced me to sign a paper prematurely without explaining anything. Her lack of communication, naturally, would not constitute an authorization of anything at all. Furthermore, the denial letter states that the transfer was to cover my medical expenses, which is also false. I have never mentioned anything about medical expenses to any of the bank personnel. These false statements by the bank lead me to believe that they did not truly investigate the incident, as they had promised, and that they may even be confusing me with another client.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A