Date Received: 2022-07-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: Around XXXX on Saturday, XX/XX/XXXX, I went to open my XXXX XXXX XXXX app on my tv. It told me I needed to sign into the account. I didnt think much of it as I have had to log into my streaming tv apps many times. When the code wasnt received, a notification appeared on my phone that stated I needed to complete a 2-step verification and to call the number XXXX. When I called, a man with an XXXX accent answered and said his name was XXXX and said he was with XXXX. He stated that he needed to verify my account because my XXXX account had been compromised and that my banking institute was suspended. He then and had me download an app called, XXXX XXXX XXXX XXXX which allowed him access to my phone ( I didnt realize that at the time ). He then had me set up accounts with XXXX, XXXX, XXXX, XXXX and XXXX XXXX. When I asked him why this was necessary, he stated that he needed to do this because my banking institutions were suspended, and I needed to do this to complete the verification. When I was in each of these accounts, he would tell me to enter a verification code which ended up being a dollar amount. Then he would wait on his end until the verification code was accepted. He would walk me through every step of each process and sometimes he would fill in the information himself. I was on the phone with him for a total of XXXX hours. He was so quick in telling me what steps I needed to take. He sounded completely legit. There were other people in the background, so it did sound like a call center. When I started to get suspicious, I said to him I am not sending verification codes, I am sending cash to people at random email addresses. His response was that it wasnt random email addresses but account names to refund managers. He then said the money will go back to my XXXX account. I questioned why it wouldnt go back to my XXXX and PNC accounts and he told me that all of my financial institutions were linked to my XXXX XXXX Account. This has been a complete nightmare. He made XXXX transactions on my XXXX account ( {$290.00} and {$500.00} ) both of which are fraudulent and XXXX transaction on my PNC account ( {$990.00} ). I have had two accounts compromised, my XXXX Account and my PNC account. I have filed a police report with the XXXX XXXX Police Department. Police Report number XXXX. I have canceled both my XXXX account and my PNC account. I have preformed a factory reset on my phone and I have changed all my passwords and usernames on all of my accounts. When I realized that this was possibly fraudulent, I immediately contacted XXXX ( which wasnt easy finding a number ) and called them explaining the situation. I was told that XXXX would never do anything like that ( call a customer to verify their financial institution ) and that it was most likely fraudulent activity. I then contacted both financial institutions that were compromised and explained the situation. Both accounts were suspended for future activity. However, when I tried to stop the payment from PNC, in the amount of {$990.00}, I was told from PNC that the transaction was Pending and there was nothing that could be done until the payment posts. I am at a loss for words on that because a bank can stop a check from posting but they cant stop a transaction from processing. This could have been resolved right then. The following Monday ( XX/XX/XXXX ) I went to both financial institutions to close the accounts and reestablish new accounts. I was told by PNC ( XXXX XXXX, local representative at the Washington, Illinois branch, that the old account ( ending in XXXX ) had to remain open until this dispute was resolved. I provided the local representative the information on what happened, along with the police report number and a written letter documenting what happened. I never heard anymore from anyone at PNC regarding this matter. On Friday, XX/XX/XXXX, I received a letter from PNC stating that based upon our investigation, the transfer was valid and processed as instructed. As a result, your dispute is denied. I immediately emailed XXXX at the Washington, Illinois branch and explained the situation. She emailed me back with a phone number to call ( XXXX ) XXXX. On Tuesday, XX/XX/XXXX, I called that number ( XXXX ) XXXX. I spoke with XXXX at XXXX AM XXXX and explained the situation and he told me the reason the dispute was denied was because the XXXX address for which the transaction processed, came from my home. I stated that of course it would because it happened through my phone as I was trying to watch a movie. I asked him if he had any of the documentation that I sent to XXXX regarding this matter or was my account even documented that I tried to stop this from processing and that I talked to XXXX different people regarding this situation. He said he had no information regarding this situation. He then told me that there was nothing more he could do and that I needed to speak to XXXX at XXXX. I called that number and was on hold for one hour and XXXX minutes before XXXX answered. I explained the story to her and was told that she doesnt handle this, and I was misinformed on the number to call. She then transferred me to XXXX at XXXX where she reopened my case. Today ( XXXX ) I received a call from XXXX XXXX, Case Manager, Retail Support and I explained to her yet again what happened. She told me that because I agreed to only send money to people I knew, I most likely wouldnt get the money back. I argue this response because I was unaware of what was happening as the person had access to my phone and had completed some of this from his side. I was unaware of what the situation was until after the fact. I didnt even know what XXXX was until this dreadful day. I have done everything in my power to prevent this transaction from happening. Once it did post, I contacted PNC numerous times. I have been getting the runaround since day one. I dont understand how one financial institution can refund the money in 3 days and yet PNC has doubted my word that this fraud. I have lost XXXX work days trying to rectify this situation to no avail. Each time I call, or speak to someone, I must explain the story all over again. Its as if my account has no remarks of this situation. This money came from my joint account. Is it not insured? I dont understand why this is so difficult. She told me to contact yet another number XXXX and reference dispute # XXXX. I contacted that number at XXXX and left a detailed message on the voice mail. I am also sending this letter to XXXX in hopes that this dispute can be rectified. The original reference dispute # was XXXX.
Company Response:
State: IL
Zip: 61611
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Problem when making payments
Subissue:
Consumer Complaint: The account is an over draft protection line of credit with PNC. When attempting to pay off the amount of XXXX on XX/XX/XXXX, my checking account was charged twice for that amount. After several days, The numbers shown on my virtual account did not reflect that I had paid the amount back nor the effects of the second payment. I waited several days to see if the account would right itself and it never did. I called around XXXX on XX/XX/XXXX and was told an order had been put in to fix it, and it might take up to seven days. Within that time automatic payments have been taken out of my account and triggered overdrafts from a line of credit that was incorrect. I was told specifically on the call it was not my fault but a glitch that happens every so often. I was also told that it may take shorter than seven days because the fix is within my account. I was also told their was nothing I or they could do about the overdraft charges while the account is broken I find the wait time for them to fix their mistake is appalling. As is the continuation of charges to that line of credit for overdrafts that should not have happened if not for their mistake.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2022-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: PNC purchased BBVA Compass Bank I have ( XXXX ) issues that I need the CFPB to me resolve. I have been a mortgage holder with BBVA since XX/XX/2015. I never once missed a payment or not received statements. Once PNC took over the mortgage account, Issue number ( XXXX ) : PNC cancelled ACH off my account causing my payment to go ( 60 ) days late. When I was made aware my mortgage was cancelled off my account by viewing my credit report, I called immediately asking how ACH was removed, they stated someone called and cancelled, I advised I never called and cancelled and requested they pull the call because this has adversely affected me, they stated they could not. In that moment on that call I then paid ( XXXX ) months of payments and explained I have been a mortgage holder since 2015 and I have never once been ( XXXX ) days late. Issue number ( XXXX ) : I had not received any mortgage statements from PNC bank failing to notify me of account changes or receive statements on the account. Per section XXXX Periodic statements for residential mortgage loans. Section ( XXXX ) Periodic statements. A servicer of a transaction subject to this section shall provide the consumer, for each billing cycle, a periodic statement meeting the requirements of paragraphs ( b ), ( c ), and ( d ) of this section. As well, per section ( b ) Notices of transfer of loan servicing ( XXXX ) Requirement for notice. Except as provided in paragraph ( b ) ( XXXX ) of this section, each transferor servicer and transferee servicer of any mortgage loan shall provide to the borrower a notice of transfer for any assignment, sale, or transfer of the servicing of the mortgage loan. Due to PNC & BBVA transition in ownership, their systems failure to communicate and properly merge all account information, I am wrongly affected by : ( XXXX ) having ACH cancelled off my account due to PNC systems not communicating and me not being notified ( XXXX ) not receiving any legal, account or ownership correspondence from PNC. I was never notified via mail, phone call or any attempt at all. I am requesting ( XXXX ) day lates be removed off all credit bureaus immediately, as this has caused an extreme financial hardship that is due to PNC, not me. I have spoke with their escalations team, I have conducted research and found many PNC customers have had issues since the merge of BBVA and PNC and I am not the only XXXX adversely affected. Thank you kindly for your help & all of blessings to you, XXXX XXXX
Company Response: Company believes the complaint provided an opportunity to answer consumer's questions
State: TX
Zip: 76006
Submitted Via: Web
Date Sent: 2022-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Well I wasn't there on closing... But my wife closed the account ..Never explained any details.. 3months.she filled divorce .. took control of the house.. got a protection order to keep me away.. idk if extra money was loaned or not.. bank accounts was emptied and closed.. I have no assets... She controlled everything.. I was out out wit nothing. Help..
Company Response:
State: GA
Zip: 31707
Submitted Via: Web
Date Sent: 2022-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-16
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: My PNC credit card bill/statement has not been arriving in the mail for at least 4 months now. I called in XXXX of XXXX and in XXXX too. I was told they had some sort of hold on it. I received a letter from them in mid XXXX and thought the problem was resolved but I never received my billing statement for XXXX and almost missed the payment. I called them again on XX/XX/2022 and was told the USPS was returning my bill to them. So the story has changed since I last spoke with them. I called the USPS and was asked if I was receiving all my other mail. I told them I was receiving all my other bills with no issue. The USPS said that PNC must be coding it wrong and that its odd since I verified my address with all 3 calls to PNC. One would assume this is a ploy to either get me to sign up to receive electronic billing, which will never happen, or give me some late fees. PNC has a history of soma shadiness in the past and it looks like they havent changed much. Pretty sad when you cant get mailing a bill correct.
Company Response:
State: IN
Zip: 46112
Submitted Via: Web
Date Sent: 2022-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 a withdrawal in the amount of {$2500.00} was deducted from my PNC Savings account. The incident happened with the drive-thru teller. The money was disbursed without verifying or confirming if the person was the account holder. Then on XX/XX/2022 and on XX/XX/2022 XXXX more withdrawals were made from my PNC Savings account for {$1000.00} on each of the above mentioned dates which totaled {$2000.00}. Again it was done with the drive thru teller and once again no verification was performed. I found out about these XXXX withdrawals from my savings on XX/XX/2022. I informed PNC and they initiated a dispute in which I needed to sign XXXX affidavits for these incidents. These affidavits were submitted on XX/XX/2022. A week later my account was reimbursed for {$4500.00}. Then on XX/XX/2022 a check from XXXX under my daughters name was provided to the teller to be cashed for {$800.00} and the money once again was provided without verification. Another dispute was submitted with another affidavit and upon further investigation PNC determined that the check wasn't valid and was fraudulently done with my daughters information. Upon review of surveillance the vehicle was a XXXX truck and did not fit the descriptions of our vehicles. Upon PNC confirming it was not me or my daughter, once again I was reimbursed for the {$800.00} a week later and the dispute was closed. Additionally, on XX/XX/2022 a check from XXXX Bank was provided to the teller to be cashed for {$2000.00}. Once again, for the XXXX time, the transaction was not verified and {$2000.00} was provided without verification. Another dispute was submitted with another affidavit done by PNC bank, and as of today Friday XX/XX/2022 I have not received my reimbursement of {$2000.00}. I am requesting for these incidents to be documented with the FTC and Federal Reserve simply because they are not keeping my accounts safe. I have been a loyal customer for 40 years when the bank XXXX XXXX texas XXXX bank, then merged with XXXX compass, and then with PNC. I am extremely upset with the lack of security PNC has shown for me. How is it possible that they didn't learn their lesson from the first oversight that happened on XX/XX/XXXX? They refused to keep my money safe XXXX times and allowed these withdrawals totaling over {$7000.00} within a matter of 3 four months. This is unacceptable, and I will not be a victim once again because of their laziness and refusal to take care of a loyal customer. I want answers and results regarding their careless behavior and I want my {$2000.00} back in my account as soon as possible.
Company Response:
State: TX
Zip: 78045
Submitted Via: Web
Date Sent: 2022-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: PNC Bank - A fraudulent vendor opened up 2 PNC Accounts & requested XXXX XXXX XXXX XXXX XXXX funds into the PNC Accounts. They were opened by a fraud entity and immediately closed once the funds were received. The fraudulent entity opened 2 PNC Accounts - of which XXXX XXXX XXXX XXXX believes that there was NOT proper documentation received by PNC Bank to support the validity of these accounts. Usually when an account is opened at a bank, there is adequate documentation of the account holder to insure that it is NOT a fraudulent account. We request that the CFPB follow up with PNC Bank and access the documentation PNC Bank has on the account holder of the accounts in question.
Company Response:
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I got a refund from a merchant XX/XX/XXXX22 it was available them they took it back and overdrawn my account Today on XX/XX/XXXX2022 trying calling them keep getting the run around it
Company Response:
State: MI
Zip: 48205
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Tried to use my debit card online with two different vendors ( XXXX and XXXX ( XXXX ) XXXX ). Both times, PNC/XXXX required additional authorization - a text message to be sent to two phone numbers I'm no longer associated with. My husband 's debit card was the same also with XXXX ( with 2 numbers that he's no longer associated with ). My phone numbers on my PNC account are correct, but somehow the feed to XXXX 's authentication is not working. I called and was on the phone for over an hour with PNC and finally someone at PNC contacted their IT area, and said they are aware of this problem ( it's happened to others ), and their solution is to either call the vendor and pay over the phone or pay in person ( not use an online payment method ). The reality is, if I'm online and I want to pay for something, and I run into this situation again, I will pay using a different bank 's credit card -- or switch banks totally. I will not pay over the phone or in person. PNC is aware of this issue and needs to fix the feed to XXXX.
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My mother XXXX XXXX passed away XX/XX/XXXX. I have a court order which gave me permission to collect the funds in her account. I had previously contacted the bank to let them know, while XXXX XXXX XXXX XXXX XXXX XXXX someone hacked into her XXXX XXXX and stole over {$1000.00}. I also contacted the police. The bank stated, due to me not being on her account there was nothing they could do. I went into the PNC Branch on XXXX XXXX ( XXXX ) on XX/XX/XXXX. I provided the court order, my identification, and XXXX XXXX XXXX XXXX. I was told I would hear back from them on XXXX I called back that XXXX and was told, the representative who took my information was on vacation and theyre not sure what happened. I called back on XX/XX/XXXX and was told there was no update. The representative called me back, later that day and stated a letter had been mailed ; for me to send to probate. As of yet, no letter has arrived.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A