Date Received: 2022-04-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX XXXX, AL XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX, XXXX C/O XXXX XXXX XXXX XXXX XXXX XXXX. PNC XXXX XXXX. XXXX, PA XXXX Re : Notice of Official Complaint Discriminatory Banking Business Practices ( Account # XXXX ) Dear XXXX XXXX, It is with great regret that I am compelled to write you today, however, I felt it necessary to notify you of a systemic issue within your management hierarchy at PNC Bank in which requires your immediate attention. My name is XXXX XXXX XXXX, XXXX I am the CEO of two companies XXXX XXXX XXXX, XXXX and Facilitating Outstanding Capabilities Utilizing Small Businesses ( FOCUS, LLC ). Both of my business and all of my personal accounts are held at PNC. I have been a client of yours since XXXX after leaving XXXX XXXXk. Sir, Before I begin, I want to give you some context and background on myself I am a Veteran of the Country and fmr. Captain in the United States XXXX XXXX. As you can imagine, I have served, lead, and been responsible for people of diverse backgrounds and from all walks of life. After 37 years on this earth, I have never experienced a more unprofessional, foul and discriminatory treatment of a person in my entire life. On or about XXXX hours on XXXX XX/XX/XXXX, I arrived at your XXXX PNC Bank XXXX at XXXX XXXX XXXX, XXXX XXXX XXXX. I drove into the drive-through teller and asked the agent for a deposit slip. Like many other engagements with PNC, the agent complied with my request. I then completed my deposit slip I had signed the back of a XXXX XXXX Issued Cashiers check in the amount of {$39000.00} and wrote on the back For Deposit Only. The check was dated XX/XX/XXXX and I remitted the check back through the tube to the agent for processing. What seemingly was a normal routine. Over the last several years, I have deposited checks from various banks, clients, and vendors without an issue. Once I remitted for processing, XXXX XXXX XXXX ( Branch Manager ), over the teller loud speaker, stated, We cant take this check, its over a year old. I replied to her, Maam its a cashiers check and I just left XXXX XXXX, they stated it is still able to be presented to PNC for negotiation, and you may call to verify it, I have the purchase receipt and verification number, would you like it? She then replied, I cant take anything from you, I have my own number. At that time, she went to the back, left me in the teller drive up window for over 20 minutes, I buzzed the teller window on three occasions. I had the XXXX XXXX Representative on the phone and offered the other agent ( a male unsure of his name ) that I could come in and they could speak with XXXX XXXX. He stated, I will go and tell them, as they went to the back with the check. After another 8 minutes, I buzzed the window, and told the agent, that I would either go to another branch or have the check reissued. Another 5 minutes went by, in which XXXX XXXX returned, You are going to need to have this reissued, as I am not able to cash this check. You have a history of having items returned on your account. Shocked I sat in my vehicle as she had publicly aired my business to others in the teller line and in the branch. I did not respond to her, and then she asked, Did you hear me, you will need to get a new check. I then asked her if she could put the Branch Managers card in the envelope and return my ID and Check, she then stated, I am the Manager. After leaving PNC, I immediately called your corporate relations office and filed an official complaint understanding the gravity of the issue, the branch attempted to call me two times while on the phone with PNC corporate relations. The agent was a female by the name of XXXX she asked, Hello, were you the one who attempted to cash a check a few minutes ago? I stated, My name is XXXX XXXX, who are you? She then identified herself as XXXX and said, If you get the check reissued I can cash it for you. On the call, I notified, XXXX that I had spoken to PNC Corporate and that I would be filing an official complaint with PNC, the FDIC, and States Attorney Generals office. Citing Unfair and Discriminatory Business Practices. XXXX XXXX, I was born and raised in XXXX, Alabama ; while America has made great strides to close division, it is still prevalent today and unfortunately, I believe I fell victim to one of your employees ' biases toward people of XXXX. I believe that most people are good, however, some people exhibit signs of hate and ill will toward people who are different. Before you dismiss this complaint to your General Counsel for disposal I want you to know I have served this country as a XXXX Veteran, and love all Americans, my son is two years old and Is biracial. To be clear the only type of people I see are Good and Bad I in NO way shape or form make claims of discrimination lightly. Nor unfounded what I saw in XXXX XXXX is not normative PNC customer service, it is certainly not what Ive come to expect from your leadership team. Here is my rationale for this assessment : i. During the incident at no time did XXXX XXXX, your XXXX XXXX, or any XXXX of your employees, request me to come in and speak with them in the branch about the check, the status of my account, or any issues concerning why they would not be able to help me. a. Your Agents assumed I wanted to Cash a check when clearly, I asked for the check to be deposited ( See attachment ). This assumption in conjunction with XXXX XXXX statement, You have a history of having items returned. This assessment of my account is factually inaccurate and distorts the actual record regarding my account. Furthermore, to represent erroneous and inaccurate information as Facts in a public manner is not only unprofessional, it is unethical and illegal. What XXXX XXXX is referring to is a one-off check, that was given to me by a vendor who failed to have funds available to me for remittance of payment, this is an isolated occurrence that has just happened ( literally in the last 2 days. ) What she did not know, was that I called PNC to notify them of the instrument not being able to clear the bank, please verify this by going through my accounts call records. Due to my proactiveness, I was able to notify your bank of the issue as an testament of my commitment to PNC I have not even been given official notice Of the Returned item, so to have an employee to state this to people in public is embarrassing. But to have a Branch Manager do this with no regard for my account security, privacy or your Companys policy about client care is unacceptable. Irrespective of this being an isolated incident or a reoccurring XXXX, It is my business, and its PNCs duty to maintain the integrity of my account while ensuring the security of my information again unwanted persons attempting to access this. This includes Privacy on your website, and within the disclosures given unto me you state numerous times, that my privacy ( paraphrasing ) is Our Duty and your Right.. Sir to be clear Yelling my account status over a teller 's speakerphone Is not professional and does not protect the integrity of my information. I am alleging that XXXX XXXX reckless disregard for my privacy may have compromised the integrity of my accounts with PNC Bank. Under Federal law, you are required to Train employees. All employees should understand the bank 's policies and procedures for complying with the privacy rule. Some employees will need to be able to explain the bank 's privacy policies to customers and businesses providing services to the bank. XXXX XXXX retort and reprehensible behavior did not end there, she stated, before my departure, Did you hear me Based on the connotation and tone in her voice it was similar to a parent scolding a child or her imputing her disdain for me being in her presence. To be clear she made me feel uncomfortable and unsafe, moreover, I suffer from Anxiety and this event has caused emotional distress to my mental and physical wellbeing. In writing you I have a few questions, that I want you to answer. Please answer these questions truthfully as I want to know your personal thoughts on them - 1 ) Does PNC make it a business practice to treat clients in a disrespectful and prejudicial manner? I ask this as XXXX XXXX is a Branch Manager and is a member of your leadership team. Attitude toward people and clients is a reflection of leadership ; 2 ) Do you condone the disparaging treatment of minorities, veterans, and people of XXXX? I am curious to better understand your XXXX and Diversity Policy and how XXXX XXXX was able to continue to move up to the rank of Branch ManageXXXX when she obviously can not exhibit any of your companys values as demonstrated in the core value : Prioritizing Customers Our customers inspire us to reach higher. 3 ) Is PNC Bank in the business to accept deposits from consumers who have an established relationship with the bank? In my experiences with PNC, I have always been notified when an item needs to have a hold placed on the account until the funds clear. What happened here? Why was there a sudden departure from policy and what had traditionally been the standard that your firm publishes and abides by? While my list of questions could continue, these questions are what is needed for me to decide if PNC bank is the organization in which it purports itself to be or is an organization that employs people who treat certain people with respect and others dismissively either by way of direct or indirect bias. To be clear XXXX XXXX reflects the less than of 1 % of the people that make up PNC her actions today illustrate a deeper set of concerns and issues, that can not be diverted using sensitivity training or coaching. Based on my experience with her I am not comfortable with maintaining my relationship with PNC Bank after today. Further I was proffer that if XXXX XXXX is the type of employee you provide to your clients, and the leadership that you want to reflect you XXXX XXXX an inquiry to your board of directors should be launched as it is not wise to have people who exhibit behaviors that parallel XXXX XXXX actions on today work for PNC or any public-facing brand. In closing, I believe that it is only right to provide you with notice that I am aggrieved and upset. Moreover, I am hurt by the experience today. I believe that everyone makes mistakes and deserves an opportunity to make things right. I am requesting that you make this right. I must notify you of my intent to notify the Federal Deposit Insurance Corporation ( FDIC ) about what I feel Is a privacy violation due to XXXX XXXX actions I will be filing a formal complaint and request that a formal inquiry into this incident along with any other issue ( XXXX ) concerning my relationship and banking information be conducted by Federal Officials. Additionally, I have requested the Alabama Attorney Generals Office ( AGO ) to make a referral to the Alabama State Banking Department with a respconcerningter. Moreover, I intend to notify the Federal Trade Commission ( FTC ) concerning the discriminatory and unfair business practices exhibited by not only XXXX XXXX, but when XXXX called me and said, Are you the one who tried to cash a check I am unsure what she meant by Are you the one.. what? CEO, Business Owner, Veteran of this Country, XXXX Man or else this comment in conjunction with this experience has cast PNC in a very different light and like the issues that XXXX XXXX has gone through with its XXXX concerns I feel as though this complaint may spark a similar set of circumstances. I understand that your company will need to run an investigation and fact-check each accusation about this incident. I am amenable to aiding you in whatever information you will need. However, to be clear as long as XXXX XXXX is employed at PNC Bank I nor my business nor any person I care about will have a relationship with PNC ; as I feel as though your leadership is an extension of how you feel and treat people and XXXX XXXX position as Branch Manager, put her in a different classification of both corporate responsibility and pecuniary liability for wrongdoing. If after the investigation ( XXXX ) it is found that XXXX XXXX willful disregard for my privacy violates Federal Law, I shall fully seek appropriate remedy possible. Short of her termination there is nothing that can be done to send a signal to the public and restore my faith and confidence in you that you will oversee my interests both in public as well as private. Sincerely, XXXX XXXX XXXX, XXXX. XXXXn
Company Response:
State: AL
Zip: 362XX
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX approved the streamline flex modification before the changeover to PNC bank. None of the forbearance payments are reflected in new loan paperwork that arrived over the weekend. PNC is unlawfully inflating the amount owed on the loan and not keeping to the agreement made by XXXX. I asked supervisors to fix the errors and the errors are getting worse.
Company Response:
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: PNC purchased my checking account from BBVA. They account has less than {$5.00} in it. They sent an e-mail today stating that they will begin charging a low balance fee starting in May. I did not hear about this prior to this e-mail. I called them, and they would not close my account over the phone. I do not live near a branch anymore, and am unable to visit one to try to close the account. The rep on the phone threatened to send the account to collections if fee 's cause the account to go to a negative balance.
Company Response:
State: CA
Zip: 92660
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My debit card was in my ourse that was stolen from in side my car and I was not aware of the card being in my purse right away. I found out that my card had been used for many days by the time I relized it was missing. The bank denied my disputes for no reason and I have been treated with prejudice. demand that my account be credited for the disputed transactions that I did not authorize when my card was stolen. I disputed within the 60 day timeline, and even filed a police report. During the XXXX period that unauthorized transactions were being made to my account I was banking in person by transferring money from another account and coming in to withdraw cash which I used my Drivers lisence to complete the withdrawal with, since I could not find my card. Therefore I remained unaware of the activity that was taking place with money already in my account unrelated to the transfers that I completed specifically for the reason to withdraw the cash. When I withdrew cash I just took it and left and nobody ever discussed anything related to the money already in the account prior to transfer. So I never took any actions until later. I am still unsure if all transactions were disputed properly since only 9 at a time could be submitted and it became confusing to me when going through allof the transactions. My card was stoled along with my purse on XX/XX/2022 so any transactions that were made from that time forward till I was able to get a new card. They also skipped transactions when they were including each on because there is not the same amount credited back to my account Thank You
Company Response:
State: CA
Zip: 93308
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/XXXX I made a partial payment on my auto loan of {$360.00}, through my loan company 's online payment portal, PNC. I received my confirmation confirming my payment of {$360.00}. On Wednesday XX/XX/XXXX, my husband noticed through our online banking account that PNC has drafted {$1000.00} out of our account. I called and spoke with a PNC representative ( XXXX XXXX, provided XXXX with my confirmation number and the amount in which I paid. XXXX confirmed I had paid {$360.00} and informed me that PNC had implemented a new online banking system and there were still glitches with this system. He requested an expedited refund, provided me with a case number, and informed me I should have my refund of {$70000.00} by Friday, XX/XX/XXXX. There was not a deposit on Friday XX/XX/XXXX so I called PNC, and they reassured me that refund request was expedited and I would receive my refund by Monday. Today, Tuesday XX/XX/XXXX, I called PNC because my refund still has not hit my account. The representative informed my request for a refund has been denied, because if they refunded me the full {$700.00}, it would cause my payment to be delinquent. In all reality, my payment is not delinquent until XXXX- they stole my money and I would like my money back. I paid {$360.00} on XX/XX/XXXX and they took {$1000.00} - this is stealing, and this has caused repercussions with my account. Just because they are a bank, they should not be able to get away with this. They should refund me my money and pay for damages this has caused. They charge me with late fees, and they should be charged with theft by taking. I had to place yet another claim today and I am still without my money. PNC has stolen my money and they needs to be made right.
Company Response:
State: GA
Zip: 30101
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was given a forbearance during Covid. This is my second mortgage, an equity line, and my primary mortgage has a balance literally five times as large, but that lender gave me an 18 month forbearance, an automatic deferral of the past due including property taxes and insurance. With PNC, I thought that the forbearance was for 6 months. I paid something every single month except the first month and gradually worked my way back to full payments. I did not receive notices that anything was wrong. I applied for a modification FOUR TIMES, each time doing all the paperwork and endlessly supplying documents. I would be told my application was complete and then receive a request for more information. As I am a XXXX mom going through a divorce and working many jobs and trying to survive the pandemic, I would never be able to meet the very short deadline they would give me and I would have to start all over. I called and wrote to them many times BEGGING for help with the application since my applications were always being rejected. I finally gave up on the modification and asked for just a deferral of the past due. They said I had to start over the application process. I was afraid to start it again and started paying as much as I could each month, more than the minimum payment. They reported me as having 15 late payments, even though I had never missed a payment, I had just not paid the full amount during the forbearance and the period I thought the forbearance was continuing. They heaped XXXX XXXX DOLLARS of late charges on my bill and this increased the cycle, making it impossible for me to EVER catch up or ever stop being reported as late. I filed a complaint and was contacted by the corporate office who told me they could do nothing for me and had done nothing wrong. I asked for help with the deferral application since XXXX previous attempts did not work, and they told me no one could help me. I started working XXXX XXXX XXXX to try to make more money to pay this bill and to be able to feed and house my kids. I am a XXXX XXXX going through a divorce and this has made my life impossible. My credit score has plunged, all because of what PNC is doing, making it impossible for me to refinance my loan with some other bank. PLEASE HELP!!!
Company Response:
State: NY
Zip: 10014
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: on XX/XX/XXXX after CAREFULLY examining my XXXX account descepancy I now encounter an almost {$2000.00} discrepancy in the Negative again apr XXXX XXXX. . I personally went to a local branch on XXXX XXXX XXXX XXXX XXXX Nothing was done on their part to rectify the question as to where is almost {$2000.00}.
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: No response from the company
Company Response:
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: my account was hacked PNC, in XXXX, I was contacted by phone that my payments was not received. I contacted the bank and was informed that I had submitted a claim on-line I informed them that I never requested anything. I have been trying to get this resolved. But however, the Bank keeps sending My money to the Merchants and taking my money from the account. They asked for proof that I paid out of pocket. I have sent them a copy, and they still keep refusing to return money back in my account. I keep filing disputes for them to return my money but have not received anything. This is my last resort to file with this company. I am so exhausted and tired of fighting to get my money back from PNC. please help me with the Issues XXXX and PNC Bank. They keep reversing the provisional credits and accessing me overdraft and sending my money back to the Merchants. Refuse to speak with me and informing the representative what to tell me. I have not gotten a call or nothing, I have requested someone from that department call me, I am still waiting.
Company Response:
State: IL
Zip: 60153
Submitted Via: Web
Date Sent: 2022-05-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: PNC Bank. I was co-signed on a car loan for a vehicle that was totaled and covered by gap insurance. XXXX XXXX of the individual covered paid out in two installments. The first was {$37000.00} and the second was {$820000.00}. The total payout on the claim was {$45000.00}. The second payout of {$820000.00} was released XXXX. PNC Bank has reported me for a delinquent balance on a vehicle that was totaled and full covered by insurance including gap insurance which has been paid out to them. During the course of the loan, we had continued problems with PNC Bank sending out letters for notice of a late payment stating the payment due date was 10 days prior to the actual due date online. They would also send out late payment notices via mail regarding payments that had already been paid.
Company Response:
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A