Date Received: 2022-08-16
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: PNC Bank ( PNC ), XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX ( www.pnc.com ) and it's representative allowed an unknown caller to change my address and add two additional phone numbers two my accounts on XX/XX/2022. Then through PNC normal processes, XXXX Credit reporting agency was updated with this fraudulent information. I was made aware of the issue through XXXX XXXX and XXXX XXXX XXXX of this change to my credit report on XX/XX/2022. A letter was received from PNC on XX/XX/2022 letting me know my address had been changed with no mention of the two phone numbers being added to my account. After talking to PNC, although this was not an online or internet breach, I did change my UserID and Password and corrected the address on the accounts and deleted the two phone numbers. The address change was only made on two of multiple accounts I have at PNC. Those two accounts however represent XXXX XXXXXXXX of open line of funds. PNC did create a case, XXXX, to investigate the situation. They will update me in two to three business days as to their findings. A letter was sent to PNC requesting they remove the incorrect information and update my XXXX and any other credit bureau where this information was entered. My concern is the lack of operational controls where, based on what we know at this point, an unknown individual can provide what is considered " enough information '' to verify my identity to make the stated changes. On my account is my wife 's and my cell phone numbers where a text could have been sent with an authorization code for the PNC representative to move forward. Sending an authorization code has happened multiple times in the past with PNC when validating my authority. Although PNC does not consistently do this verification process, this step might have circumvented this situation from occurring. From an operational and procedural controls perspective, there should be stronger processes in place to ensure my and other PNC customers do not have fraudulent activity taking place. As the control mentioned above would have been a step in potentially preventing this situation and more controls should be identified.
Company Response:
State: TX
Zip: 76051
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: It appears that PNC Bank is authorizing pending charges but not reimbursing once the transaction is posted
Company Response:
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Unbeknownst to me my previous homeowners insurance carrier XXXX, canceled my homeowners policy on XX/XX/2022. In XXXX of XXXX I was contacted through the mail by my mortgage company PNC Bank. They informed me that I no longer had homeowners insurance ( to which I was not aware ) and that I needed to purchase it. I reached out to avatar and I was told that they emailed me three times to let me know that my policy was being canceled. I asked them what email address they sent it to and they had left out a letter in my email address each time so I never received any notice. They did not bother calling me, nor did they bother mailing me anything. Homeowners insurance was purchased. I then receive a letter from PNC Bank telling me that I now owe homeowners insurance for XX/XX/2022 through XX/XX/2022. Unless I can provide proof of insurance or purchase my own policy for that timeframe, they are going to do it and charge me for it. I know that legally an insurance company can not write you a past policy so it wasnt possible for me to purchase a policy for that time frame. PNC Bank is charging me {$510.00} for an earned insurance premium since of course I can not provide proof of insurance because I did not have it. My new policy is {$1600.00} for an entire year and they are charging me XXXX of that for less than 15 % of the year. I received a check from avatar and I deposited it into my escrow account with PNC Bank so that they are not out any of the money that they spent for the previously canceled policy. I feel like I do not have any option but to pay this and is some type of extortion. They werent out any money because of this, no claims were made during that 2 month window and yet they are trying to capitalize on this. Is there anything that can be done about this?
Company Response:
State: FL
Zip: 33544
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: XX/XX/22 - I made 2 transactions under my XXXX account to unauthorized recipients. One transaction was for {$400.00} and another was {$500.00}. I only sent the money as an investment for more money back, when I was under the impression that the recipients were owners of my friend 's company. After finding out afterwards that my friends identity was compromised when her XXXX account got hacked months ago, I had realized I was never getting that investment back. The same day, they managed to con me into giving all my information and hacked my XXXX as well. I called my bank, PNC immediately to change my card number and also to file a dispute over those transactions. They told me I would have to wait until the transactions were no longer pending before I could file. XXXX I called and made the dispute for my transactions. Was told I would be notified after 10 business days if there was any change to the case, such as denied or needing more information to investigate. That notification would come via mail. I had all the proof they needed but they never gave me a chance to send it. XXXX I called PNC to ask about the status of my dispute and was told they had sent me something in the mail but could not access information there over the phone. All I received in the mail was a new debit card. I never received the mail that would notify me about my dispute. XXXX Recovering from major XXXX so I couldn't contact anyone until I was conscious again. Spoke with someone over the phone with PNC reopening the case after finding out the dispute had been " closed '' and denied before the next 24 hrs after filing. Never once recieved the mail explaining why. The lady I spoke to took down more notes about my dispute and complaint and re-opened the dispute and filed it a different way. I was assured that this time I would receive some type of update within 48hrs of that phone call to discuss more. XXXX I received an email and 1 voice-mail from someone in PNC Bank Retail Support XXXX XXXX XXXX were unable to reach me and gave me their number to try and reach them instead to discuss more about my concern. However I ended up leaving 2 voice-mails with that specific number they left me after not being able to get ahold of them either, then replied to email stating my attempt to reach them back. XXXX I had my fiancee drive me to a PNC to speak to someone one-on-one about this whole mess, and was instructed to call PNC Tier Two and to not give up so easily since this was a very complicated case. Called Tier Two same day and got the run around and transferred to XXXX XXXX. Spoke with XXXX XXXX who said this was not their jurisdiction and was referred back to XXXX XXXX. Spoke with someone for over an hour discussing everything in fine detail. They managed to contact the original PNC employee who emailed me, who then called me the next day. Finally received the mail about my dispute denial with an actual reference number. XX/XX/22 - I received another voice-mail from the same PNC employee who emailed me the first time. Their voice-mail basically stated they could not help and that I needed to try and file a complaint with the FCC.GOV. OR FTC.GOV ( hard to hear ), and that's what lead me here. I just want someone to truly listen to my complaint and realize this situation is more complicated than it looks, and is not as black and white. I've been told I'm not the only one who feels that I truly deserve a CHANCE to prove why my disputes should have been approved. I hope this complaint will help me get that at least. Especially after being told not to give up. There's a bigger picture here and im relying heavily on that money to get my through my XXXX recovery time off.
Company Response:
State: IN
Zip: 46241
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Please see complaint ID XXXX. This is not resolved as the company didn't do anything outside of one phone call with a false promise to help and then they closed the concern and gave a baseless reply. I am still waiting on a refund from a merchant who did not send me my products. I can not submit another dispute because the window is closed. I need help because PNC is not treating their customers correctly
Company Response:
State: MD
Zip: 21061
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: My XXXX XXXX XXXX has a virtual account wallet with PNC and I am the custodian. On XX/XX/XXXX, three separate money transfers through XXXX were done to XXXX XXXX. One for {$150.00}, {$170.00} and {$200.00}, wiping the account clean. I disputed this with PNC and they referred me to XXXX. After an hour hold time, my son spoke to XXXX and answered their questions, I wanted to talk to them to fully understand the process and they told me they couldn't talk to me since I wasn't the primary on the account. I then went to a PNC branch and they told me I have to deal with XXXX, since they are a third party and that you generally don't get your money back on these types of situations. My son didn't give his user ID or password out to anyone and he doesn't know a XXXX XXXX. PNC should protect fraud on accounts and if they choose to utilize XXXX, that should be part of their responsibility.
Company Response:
State: PA
Zip: 16066
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Purchased XXXX on XX/XX/XXXX from XXXX XXXX XXXX Financed with PNC bank. traded Vehicle in on XX/XX/XXXX with full pay off with trade in for New Vehicle. Vehicle was not paid off in a timely manner causing a 30 day late payment to show on my and my wifes credit report causing a decrease in score and higher interest rates for all financial needs such as but not limited to Mortgages, new car loans ect... I have disputed and provided signed contracts of the trade in but nothing has been fixed as it should be. I filed complaints for both XXXX XXXX XXXX as well as PNC bank. Disputed with all 3 credit reporting companies and nothing has been done yet.
Company Response:
State: FL
Zip: 32536
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I incurred into overdraft, and the bank has this practice where they deny payment, and still charges, numerous times. I complained XXXX a few months ago, and got to an agreemtn I had to pay a small fee. I did, however, received a letter from a collection agency, I am affraid this in addition of being an issue for money I do not owe, has negative impact on my credit.
Company Response:
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My car loan was transferred from BBVA compass to PNC bank and has been nothing but a nightmare since the transfer. When it was transferred they had wrong phone number and address for me and never tried to contact me. Then my vehicle was repossessed since I didn't know the bank that took over the loan. I paid close to XXXX dollars to get it out of repossession then they told me the loan was charged off in XXXX. Why I still don't know why it was charged off. Then I was told I would get statements and to be watching for a statement and I never got one. So in XXXX I called and they told me I owed XXXX dollars so I paid it because they stated I overpaid when I got my car out of repossession even though I paid the amount due. Then in XXXX never got a statement again and when I called XX/XX/XXXX they told me I owed XXXX dollar because I underpaid in XXXX. When I told them I didn't have the funds to pay three months worth of payments and that it didn't make sense why I owe that much. They had it escalated and escalations is lying and stating they have attempted to call me yet I have no missed calls or messages and are closing out my complaints. Then today I finally got ahold of escalations department after refusing to hang up until it was resolved and spending three hours on the phone. Their XXXX page is filled with complaints similar to mine on how they treat their customers and how they are dealing with them. They keep giving me the run around and are messing with my life and mental health as I am a single mom and refuse to work with me or help me come up with solutions. They give me different information every time I call in and none of them are on the same page.
Company Response:
State: MO
Zip: 64804
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: This is not the same complaint!!!!! PNC treats me like a unwanted consumer..I deposited a check from another account and had a colleague do the same ( his account however is always in the negative ) ..My check was placed on hold for 15 days, his was deposit in two days..I am more than sure this a prejudice issue against me as a woman and or my XXXX.. I stopped payment and closed the other account and made PNC aware more than 4 days before they processed the check, it was stopped and taken off my account, however now my account is in the negative because they have waited 5 days later and started adding fees to my account.. I reached out to that person XXXX and nothing was done.. I have been lied to repeatedly, am feeling a lack of concern for a delicate situation, and fees added upon all of this and have received no apology or no concern..The only reason I continue to keep this account is because of a family member who is no longer alive and things I have set up for the next two months, which cant be reversed..I have emailed the ceo and other executives and just like XXXX they dont care!!
Company Response:
State: GA
Zip: 30071
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A