Date Received: 2022-08-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: EVERY TIME I GOTO LOG ON PNC WANTS TO RESET MY PASSWORD BUT IF I GO TO THE WALK UP TELLER THEY DONT COMPLAIN ABOUT PASSWORDS. THIS HAPPENS WHETHER I ENTER THE ATM CARD NUMBER OR THE COMPLETE BAK ACCCOUNT NUMBER
Company Response:
State: CA
Zip: 92545
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I was talking with my personal banker at PNC Bank in XXXXXXXX XXXX about trying to resolve some personal debt, and she recommended a HELOC to consolidate my debt and pay off credit cards. everything we discussed was a {$320000.00} fixed rate HELOC with the only difference between it and a mortgage was that this wouldn't have an escrow account to pay my home owners insurance and property taxes, I would be responsible for that on my own. At the time I started and completed the application XXXX XXXX XXXX XXXX time frame ), I was told my fixed rate was LOCKED in at 4.28 % while we went through the entire process all the way to closing. It took 5-6 weeks to get to closing ( middle of XX/XX/2022 ) and the day before we closed, my loan officer from the PNC cooperate office called and told me the rate was 5.44 %. I called my personal banker at the PNC XXXX branch and told her it was different than what we had been discussing the entire time, but she went to her higher ups and got confirmation that the rate was locked in at 4.28 %. When we went to close, some forms said 4.28 % and some said 5.44 %, but my personal banker had gotten confirmation and we ( she, me, and the other PNC employee who was there at signing ) discussed that the rate was 4.28 % fixed rate. I signed and everything was good to go! My first statement even shows 4.28 % on the initial line of credit, but it shows the interest rate being at 5.44 %. Then the loan shows up on my account and is showing that I owed what would be 4.78 %, despite showing everything we had discussed with it being 4.28 % fixed rate. When I questioned the corporate office, they said that the " prime rate '' had increased between when I applied and when I closed ( even though I was notified and NONE of my paperwork said anything about 4.78 % ). After my first payment, I noticed that the payment amount was not 4.78 % interest, but actually 5.44 % interest. After much back and forth with my personal banker and the corporate office, they say I am stuck at 5.44 % even though there are call logs and all the paperwork showing between me and other PNC employees with us discussing that the rate is 4.28 % fixed rate. The local PNC bank has been extremely helpful and I feel that they are fighting to help me, but the corporate office is not being helpful or fair at all. My personal banker, the other PNC employee who was at signing, and myself were ALL under the impression that this was a 4.28 % fixed rate loan. If I were to keep this loan for the 30 years I would be paying an extra {$75000.00} because they took advantage of the situation. In the beginning, I was told this was 4.28 % fixed rate and it has changed twice without notice ( i have paperwork showing this ).
Company Response:
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2022-08-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Charges began XX/XX/XXXX on my daughters debit/checking account. I am also named on the account as it was her student account. My husband received a notification about the overdrafts on XX/XX/XXXX. She had a {$5000.00} overdraft, supposedly because of a credit card my husband opened with her when she was in college. Called bank immediately. Account was frozen. Meeting set up at XXXX branch for XX/XX/XXXX. XX/XX/XXXX Disputes were filed at the XXXX branch on almost {$5000.00} worth of fraudulent charges. Was told it could take up to 90 days. XX/XX/XXXX or XX/XX/XXXX Met again at XXXX XXXX. {$140.00} was taken from my checking account to pay overdraft payment. It was reversed and {$4500.00} from the dispute provisional credits in my daughters Virtual Wallet account was used to pay down the overdraft account. XX/XX/XXXX - {$10.00} taken from my account for loan that was due to fraudulent charges. XX/XX/XXXX - {$10.00} taken from my account for loan that was due to fraudulent charges. XX/XX/XXXX - {$10.00} taken from my account for loan that was due to fraudulent charges. XX/XX/XXXX Talked to bank. They said disputes were completed. They could close the Virtual Wallet account. They credited the balance of {$89.00} to my account. I asked about the outstanding balance of {$330.00} on the overdraft account, because that was also due to fraud. The lady at the XXXX XXXX was going to investigate how to deal with it. She never called back. A few days later, account appeared back on my online banking, but was now listed as Standard Account with a {$3600.00} negative balance. Then daughter received letters saying that many of the disputes were denied. XX/XX/XXXX My husband received an email saying that the new standard account was 11 days overdrawn and to make a payment or bring the account up to above {$0.00}. Talked to numerous people. Finally was told XXXX was handling my case. I could not get through to her number. She had called me from an anonymous line and left a message. After a lot of back and forth phone tag, she said there was nothing she could do. XX/XX/XXXX She gave me the number for the fraud department. ( Our branch had given us a fraud number before, which turned out to be a number for opening a credit card ). After my husbands suggestion, she said she would have the fraud department call us. I also left a message on XX/XX/XXXX. XX/XX/XXXX Tried to call corporate. Talked to a manager who tried to help me and give me advice. Called 2 branch managers to try to set up another appointment. XX/XX/XXXX XXXX called from Retail Services. She tried to get through to the fraud department. She really cant do anything either. XX/XX/XXXX Stopped by PNC for a transaction. Talked to a senior banker about issue and how no one has been able to fix the issue after over 4 months and numerous filings, calls, meetings, etc. I told her I left a message for the branch manager on XX/XX/XXXX to schedule another meeting and had not received a call back. She said she had been out and had been very busy when she was there. XX/XX/XXXX Still no call from branch manager. Still not call from Fraud Department. Messages sent to them on XX/XX/XXXX from PNC and by me on XX/XX/XXXX.
Company Response:
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX a deposit amount from my employer was sent to the PNC bank using a generic routing number that is PNC owned. The funds were never deposited into the account. The funds are holding due to the routing number not being correct. I was told I would have to wait for the funds to be rejected in order to have the funds deposited into my account. I was also told that the funds could be moved by the ACH department immediately. Upon speaking with them, I was told it could not be done. If the account information is correct the routing number was PNC owned why were my funds not sent to the account. I was told per XXXX and XXXX that they were behind in there work and I would simply need to wait. That is not my problem they are short staffed or behind why tell a 10 year customer that.
Company Response:
State: NC
Zip: 27260
Submitted Via: Web
Date Sent: 2022-08-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX//22 around XXXX, I attempted to deposit cash {$2600.00}, into my Fidelity account using an ATM at a PNC Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX The ATM accepted the cash, gave a screen display acknowledging the breakout of the dollar bills and asked for my acceptance of the transaction. I accepted. The machine then sent a message that the transaction was being cancelled and that I would receive the cash back. The return of cash was {$1600.00} and no receipt was provided. Early morning XX/XX//22 I called PNC customer service and was advised that my call required the aid of a XXXX and to call back on XX/XX//22. I called early morning XX/XX//22 and was advised by 2 different representatives that since the card was not a PNC card, that they would not be able to assist me and that I would need to file a dispute with Fidelity. I filed the dispute with Fidelity, work item XXXX. On XXXX/XXXX/22 I was advised that they would not be able to help me, as they showed no transaction on my debit card. I did also return to PNC on XX/XX//22 and spoke with a XXXX XXXX who contacted the ATM company who advised that I would need to file a complaint with Fidelity. Please help!!
Company Response:
State: AZ
Zip: 85009
Submitted Via: Web
Date Sent: 2022-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My bank card was used fraudulently on XXXX. I called PNC on XXXX to report it, dispute it and cancel the card. There were 11 transactions but only 9 could be disputed at the time, the other 2 had to wait until posted. 2 disputes were filed. On XX/XX/XXXX I filed the dispute for the remaining 2 transactions. On XX/XX/XXXX the provisional credits on my account were reversed, charging back my account. I called and was told I was unreachable and they closed the disputes. I received 2 letters from PNC shortly after XXXX but that is all. No phone call, email, text, voice mail or message on my account. I also questioned why I was never asked anything on XX/XX/XXXX about the disputes when I called if there was information needed. No answer and oh well for you was the basic sentiment given. I reopened the disputes and asked when the credits will be applied since this is fraud and they are to protect me as a consumer with their bank. I was told no credits will be issued and I have to wait 45-90 days until the investigation is concluded to see if I will receive my money back. It was at that time I also noticed that one of the disputes I filed on XX/XX/XXXX didn't have a credit either. It was a new dispute at the time. The person couldn't answer and said, you will have to wait for that as well. This bank let someone use my money and is holding me responsible for it, is what their actions say. I have fraud protection on my account and they are not owning up to it, as they should as a financial institution. I was told that I can call the merchant and ask for the refunds myself since these purchases were not made by me. This is just criminal to me that a bank isn't protecting me from fraud on my account.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2022-08-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: PNC Bank owns my private bar examination loans obtained in XXXX. In XXXX, I filed for XXXX XXXX bankruptcy. The servicer XXXX XXXX was listed as a creditor and received notice. XXXX XXXX resumed collections on my account after the bankruptcy, and I relied on their inaccurate position that I was still obligated to repay this " student loan '' despite my XXXX XXXX discharge. Since then I've read XXXX XXXX XXXX and have come to understand that these private bar exam loans are not in fact student loans and don't have the same protections offered to student loans. These were private consumer loans discharged in my XXXX XXXX without the need for an adversary proceeding in that 1 ) they were not used to attend an eligible education institution, 2 ) were not used to pay for school attendance, 3 ) were not for a course of study leading to a degree ( I already had my degree ), and 4 ) notice was provided to the servicer. Servicing of these loans was transferred to XXXX in XXXX XXXX has continued collecting on these loans ever since. After reading the CFPB post about busting bankruptcy myths, I contacted XXXX to ensure they were notified about my XXXX XXXX and to resolve the matter. I provided the bankruptcy records at least twice, including the petition and the discharge records. XXXX acknowledges I filed for bankruptcy but fails to acknowledge my private bar exam loans were discharged. The matter was escalated to PNC Bank. Representative XXXX XXXX would only speak to me by telephone and repeatedly failed to recognize my requests to communicate via email ( he would only try to set up calls ). I have a XXXX injury from an XXXX accident and am currently on XXXX leave, and I requested a XXXX accommodation to communicate in writing, to no avail. This was in XXXX. I contacted PNC via XXXX and was assured I would be connected with someone who would communicate in writing. Instead they had XXXX XXXX contact me again to try to set up a phone call. I went back to PNC via XXXX and they had XXXX XXXX email me. However, XXXX XXXX insisted I send all records via US mail. I informed XXXX XXXX that the servicer already has the records and I provided my XXXX account # XXXX and noted the account is under my maiden name XXXX XXXX XXXX. I sent that email XX/XX/XXXX and have not received a response. I ask for the CFPB 's assistance in this matter.
Company Response:
State: MN
Zip: 55129
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-25
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: XXXX XXXX of 2022 I found out my social security number was being used for someones Business number & that they also had an XXXX bank account at PNC bank. That prevented me from opening an back account for myself. Also I visited an PNC bank branch & they did a quick & petty investigation, gave me a call back the next day & said basically it was nothing they could do & that I should call social security & the IRS myself. Plus they was closing the investigation.
Company Response:
State: TX
Zip: 77063
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-25
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: The account in question I was scammed out of in 2020. The scammer deposited checks adding up to around {$3000.00} ( I have never had this amount of money before in any account ever ) The money was then distributed to different accounts ( including XXXX XXXX payment for {$1000.00} ) The checks ended up being fake and the bank reversed the funds leaving me a negative XXXX dollar balance ( along with the inflated overdraft fees that were later applied ) The account was then closed. I never filed a dispute or was able to do much of anything about my issue, I played phone tag with the customer service there, they kept insisting that I had to pay that money back but it was never my money in the first place. I have not been able to open a bank account for the last two years and I still do not have the money to pay the bank back- which I should not have to nor want to do as this was a completely fraudulent event on my behalf
Company Response:
State: MD
Zip: 21136
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-25
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Fake checks written out using my address but also at the heading of check. XXXX XXXX XXXX Was the name of the check. First one used at a XXXX in Kentucky. Second was a XXXX 's or XXXX XXXX in North Carolina. I'm not associated with the XXXX XXXX group.
Company Response:
State: FL
Zip: 32940
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A