Date Received: 2022-09-19
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: XXXX sent to PNC Bank XXXX XXXX. Monday, XX/XX/2022 PNC XXXX XXXX. XXXX XXXX XXXX. XXXX Pa, XXXX To whom it may concern : Re : Credit Card Acct. XXXX ** XXXX has a {$14000.00} line and has a positive balance ( over payment ) of {$250.00} as of today I am a caretaker of my XXXX mother. I have provided your bank with a valid, legal, enforceable power of attorney. This was done after my father XXXX XXXX or so years ago, and I took over care of my mother. Recently, you all have been declining charges hitting my mothers credit card. These charges have been hitting the card for years and include : her utility payments, her cable payments ( which is her window to the world at this point in her life ), her monitored security system ADT ( which has a life alert type of function ). These declines put my mother at risk. Today, I called your Credit Card area to discuss what is happening to the card and why charges are being declined? I was told that at times your company declines charges to make sure they are legitimate and that there is no elderly abuse ( or something of that sort ). I would encourage you to listen to the discussion which I was told is on a recorded line. The discussion is between me, and a manager named XXXX. It should be timestamped at roughly XXXX XXXX EST on this date ( XX/XX/2022 ). Again, the discussion was with a manager named XXXX she would not list her last name nor any other way to identify her. So, lets refer to her a XXXX Manager in the Credit Card Dept. That is all the information I could glean. When I asked why charges are be being turned down, she told me she could not discuss it with me but rather she needed to speak with my mother. I explained I have approved power of attorney, that the transactions in question are not the buying of TVs or trips, or toys, rather they are recurring charges that have been hitting the card for years for fundamental life needs. For electricity, water, security, and even the TV ( cable bill ) which again is moms window to the world. The fact that these are being rejected and thus risks them being disconnected or cancelled puts my mother at peril. In my view these actions are in fact putting my mother at risk. When I asked whether the payments will go through going forward, and again take note of the following : {$14000.00} credit line {$250.00} positive credit balance on the line Charges that have been ongoing for the most part for years ( utilities, ADT, etc. ) A valid power of attorney presented to the bank and accepted by the bank A course of dealing with handling of the account and the recurring payments coming through I was told this we can not tell you or discuss transactions with you, we must speak to your mother. The entire purpose of a valid, legal power of attorney is to take care of my mothers affairs. She is XXXX XXXX XXXX, does not pay a single bill or handle a single financial transaction of any form or kind, nor has she for some time. This is my role as a caregiver, loving son, and someone who plays by the rules and handled everything legally and thoughtfully. I would like a response from your bank, your management, your compliance team, whomever, as to what happened and why (? ) why the charges have been declined. I would like to know how you can not accept the power of attorney for this basic financial discussion and solution that I needed to arrive at today after being told that my mothers cable and ADT is about to be cut off. By the way, my goal was and is to protect my mother make no double about that fact. I view your banks actions as poor service and sloppy on a good day and as border line elderly abuse on a bad day. It is unconscionable in my opinion. I look forward to your prompt response. Know that I will be closing this card account. I am also copying the Consumer Financial Protection Bureau to alert them to situations such as this. While maybe founded in a desire to protect an elder or individuals of any age that are partially incapacitated, I believe it has been become very misguided and certainly does not fall under the heading of thoughtful, rationale, and customer friendly ; quite the opposite. Sincerely, XXXX XXXX XXXX Concerned Consumer and son Retired - XXXX, XXXX Bank, XXXX. Retired - EVP & Chief Banking XXXX, XXXX Bank **Complaint submitted to the Consumer Financial Protection Bureau XXXX CFPB ) on XX/XX/2022.
Company Response:
State: FL
Zip: 32034
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I contacted pnc bank And the three major Bureaus, XXXX XXXX, XXXX, and XXXX because I noticed inaccurate information on my report! I ask them to correct it and they said they did! Upon my own observation of my consumer report I noticed that the inaccurate information still remains! So I ask for an reinvestigation! And they look upon it again they told me that they didnt find anything inaccurate information and they not changing nothing! Upon my reinvestigation I still found the inaccurate items to be on my consumer report! And have file complaint to FTC
Company Response:
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX sold my mortgage to PNC Bank. The first thing PNC Bank did was raise my rates and they are unable to adequately explain why my rates are going up. They can not demonstrate anything about the mortgage prior to their acquisition of the mortgage despite some obvious problems with my escrow account. They can not explain why payments were made to XXXX XXXX that appear to be more than the amount I owe in property taxes nor they can explain where that money went. They also can not explain why my homeowners insurance collection is not accurate and why they are projecting an increase in my policy rates and appear to be charging me for increased homeowners insurance rates despite the fact that my insurance company has not yet reviewed my file for its annual rate analysis. PNC screwed up and lost my first mortgage check that I sent which cost me a stop payment with my current bank in addition to hours spent on the phone trying to unravel this. I do want to do business with PNC Bank. I never asked my mortgage to be sold to PNC Bank. I realize they are allowed to do this but they are not allowed to just raise my mortgage payments and tell me I owe them more money without demonstrating to me why I would owe them more money. This is a wrong. This is beyond wrong that I am forced to do business with a bank that I do not want to do do business with but it is flat out illegal for them to raise my mortgage payments upon acquisition of my mortgage.
Company Response:
State: OH
Zip: 43614
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Please help there is fraud on this account. There is a balance of XXXX on a credit card Pnc points XXXX XXXX ending in XXXX. I am disputing this purchase as I never authorized it. Can someone help me and refund my money? I keep getting a bill for this each month when I never bought a thing. My social is XXXX date of birth is XX/XX/1960
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Last XXXX I called PNC Bank customer service for my account number to receive my stimulus payment. The customer service agent gave the wrong account number. I contact the IRS, XXXX XXXX XXXX XXXX XXXX, and PNC bank to no avail. Its going on 2 years since they gave me the wrong account information, I want my stimulus payment deposited to my new account with XXXX XXXX.
Company Response:
State: NJ
Zip: 07712
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: Sent {$75.00} to XXXX XXXX via XXXX for tickets. Did not receive tickets and scammer stopped responding on XXXX. Contacted PNC, was ensured I would receive funds back should the transaction post. Transaction posted and I contacted PNC a second time to dispute. Was informed they would not dispute a XXXX transaction and that a manager would reach out. Manager informed me of the same and did not provide any recourse.
Company Response:
State: PA
Zip: 19116
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-19
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: Ive called for a few months trying to get help with my car loan. I fell on some hard times and I reached out to PNC for assistance. Every time I called a different representative told me different information. I tried to do a deferment and was denied. I tried a hardship loan and was denied. The hardship would take 50 % off of my current monthly payment for 3 months which would have been doable for me at the time and I was denied. I tried to refinance and was denied. I was trying to avoid repossession because I have multiple doctors appointments and my daughter takes me to all of them. Without a car its almost impossible. In XXXX I applied for the hardship loan and a representative told me that I was approved for the loan and I was relieved. Come to find out the representative told me false information and I was not approved. I had made an arrangement to make payment and I had the money, when she told me I was approved I was so ecstatic and I told her I was still going to make the payment. She told me not to make the payment because I was approved for the hardship. She told me in 7 days I would receive a letter stating the payment dates. I double checked and asked her was she sure because I was denied recently and she reassured me that I was approved and not to worry. Seven days went by and then PNC called me and told me I had to make a payment. I then mentioned to them what the representative told me and they said that is not true. I was so upset because you guys use the same system so how am I approved one minute and not the next. The representative then said that the other representative shouldnt have told me that because it wasnt true. So then an investigation was started and the manager from consumer finance called me and said that there was nothing that they could do and that the representative that told me that will undergo more training and that was it. I still couldnt get help from a bank Ive been with for 3 plus years so after all of that they came and repossessed my car so now Im without a car after multiple attempts of reconciliation and none was offered to me.
Company Response:
State: PA
Zip: 19131
Submitted Via: Web
Date Sent: 2022-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My Daughter had a Checking account with PNC Bank ( I am also listed on her account ). On Monday XX/XX/XXXX, She was hacked into her account, and I was with her when she looked at her account on the app, on her phone. We were in XXXX XXXX Ohio at that time, as we spent XXXX XX/XX/XXXX preparing her XXXX room for her first year of XXXX, that started officially on Thursday XX/XX/XXXX. Her bank account was drained of all the money over the next couple of days, except XXXX cents, despite the fact that she called the bank that evening and told them she was hacked and to put a hold on the card, where at that time they gave her what they call " provisional credit '' ... .She did not use this money, but it was taken by the hackers, unfortunately. Over the next 6 weeks, leading up to now, it has been a roller coaster, trying to get my daughters account replaced. I have spoke to managers in XXXX OH office, where I live, and with managers in the PNC bank in XXXX XXXX, where XXXX now lives, and works.XXXX also has gone in to the Bank in XXXX and met with the managers, also. I have a printout of all the debits that were done from XX/XX/XXXX, and going forward. They were done in Michigan. All the while these transactions were being done in Michigan, my daughter was in OHIO, preparing, and working as a XXXXr. Yet, PNC reversed all the provisional credits they issued to her, as they said they were done with a Debit card, and she stated her card was on her ( not lost or stolen, nor did she provide its information to anyone ) ... So, the debit essentially had to be done by her, in person. I asked them HOW could she be in 2 states at the same time??? Someone hacked her card, somehow. There was also an XXXX XXXX transaction that at first I was told we probably would not recover, as it was a third party... but after they investigated that, they somehow can tell it was hacked ( Im not able to explain how they know this ) So, we got XXXX of the XXXX XXXX back... the other XXXX they took back, to recover more " provisional credit '' ... which made no sense to me ... that XXXX dollars was hers, and got stolen from her... she should get it all back. I finally spoke with a manager who told me she believed what I was presenting about the different states, etc... and she also told me, AND printed it out for me, that my daughters card was attempted to be used 3 more times between XXXX XXXX XX/XX/XXXX. By this time, ( Actually XX/XX/XXXX ) my daughter had a new card, and a new account, so WHY would she have attempted to use her old card again ... when we knew it had XXXX money in it, and she had her new car and new account? The 3 attempt were declined. Yet, PNC still has not put the money lost back in my daughters account. I spoke with the Manager of the Escalation team on XX/XX/XXXX, but I didnt feel I was going to get a different result. My next step is to go to the News Media. My daughter didnt have a lot of money, but it was her entire account ( about XXXX ) and she trusted the Bank to treat her with fairness. That has not been the case. I thought she had Regulation E protection. Can you help us at all with this? Please let me know. Respectfully, XXXX XXXX ( XXXX )
Company Response:
State: OH
Zip: 44011
Submitted Via: Web
Date Sent: 2022-10-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-18
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: First Off, Id Like To Inform You That Id Just Recently Got Out Of XXXX. The Entirety Of My Stay In XXXX, I Was Being Charge Service Fees, {$7.00} A Month, Till My Account Was Drained. PNC Did Not, However, Notify Me Through Mail Or Email. This Was From XX/XX/XXXX ( My Initial XXXX Date Into The XXXX XXXX XXXX XXXX XXXX XXXX, Till XX/XX/XXXX ( My Release Date From XXXX ).
Company Response:
State: FL
Zip: 33461
Submitted Via: Web
Date Sent: 2022-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022, I deposited a check in the amount of {$10000.00} at a PNC branch Bank in downtown XXXX near XXXX XXXX. This check was received from my manager for services rendered. The branch in which I deposited the check is in a predominantly white neighborhood of XXXX. Upon depositing the check, my account was immediately frozen without any notification. After several attempts proving that it was not indeed a fraudulent check, and that indeed those monies belong to me, my account remains frozen. I have obligations to the IRS and creditors that needed to be paid. I have since incurred a late fee and potential damages to my credit report. Please assist me in unfreeze my account. Thank you
Company Response:
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2022-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A