Date Received: 2022-02-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022 I submitted two different disputes with PNC. I originally went online to check and see the date that a transaction posted for an order which I never received- however- when checking my account transactions I noticed a transaction I didnt make at all. So I called to dispute both transactions- one for an order I made and didnt receive and one for a transaction I did not make. I was told that I would receive a credit for each of the transactions within 10 days. I received a credit for one of the transactions ( the one I did not make ) a few days later- but after 2 weeks I still did not have a credit for the one which I did not receive the merchandise- so I called PNC. That rep told me that it was 10 business days that I had to wait and since it was the 10th business day I should have a credit by the end of business that day. The next day I still didnt have a credit so I called again. This time I was told that it wasnt 10 days I had to wait but possibly 30 days. This rep said he usually works in a branch and sees these kinds of disputes all the time and has never seen one take more than 3 weeks. So I waited until the 3 week mark and messaged customer service through the app and was told that it can actually take up to 90 days. The reps continually tell me that I can contact the merchant which I obviously did prior to contacting PNC. They were not helpful when I contacted them. The rep also said it is a non fraud dispute so they take a long time. But I do not understand how it is not fraud? I someone says give me money and I will send you a product but then they dont send it- that surely feels like fraud. I really need access to these funds and I wouldnt have asked PNC for help if the merchant was willing to resolve the issue.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was incarcerated XX/XX/2021 and was not released until XX/XX/2021 I had {$15000.00} in savings acct and money in checking. While I was incarcerated someone got my debit card and was making unauthorized withdrawals. When I got out of jail my savings was - {$98.00} and I had {$4.00} in my checking. I tried straightening this out with the bank which is PNC but they didnt even want the paperwork showing I was in jail at time they just said they were valid charges. I never authorized anyone to use my debit card while I was in jail. I have been left broke they now closed my acct which is $ XXXX and no one will Return my call From debit card fraud department
Company Response:
State: PA
Zip: 182XX
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/2022 at XXXX. I received an email from PNC Bank regarding an overdraft status. I heard the 'ping ' on my phone and looked at the email. It stated that I needed to check my balance and deposit funds into my account. That was a XXXX. At XXXX. I got up to go to the bank and deposit funds, when I saw that PNC had ALREADY removed an overdraft item fee - they didn't even give me a chance to get the money into the bank. I called PNC 'Customer Service ' and the rep advised me that, even though the email said I had time to get funds into my account, that's not actually the case. What??!!!!!!! How am I supposed to know that? I'm not a PNC employee! I rely on the information PNC sends me, and if it's incorrect, that's on them, not me. It's bad enough PNC forces me to change my password AT LEAST XXXX a month, but this is ridiculous! I wonder how many other customers they've stolen money from this way.
Company Response:
State: NC
Zip: 27804
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: PNC Bank XXXX XXXX XXXX XXXX PA XXXX XX/XX/XXXX To Whom It May Concern : While checking my most recent credit report, I noticed a unauthorized and fraudulent credit inquiry made by this company. Inquiry was made on XX/XX/XXXX by PNC Bank. I did not authorize anyone employed by this company to make any inquiry and view my credit report. This is a violation of the Fair Credit Reporting Act Section 1681b ( c ). This is a serious breach of my privacy rights. - Please validate this information with this company and provide me with copies of any documentation associated with this account bearing my signature, authorizing an inquiry. In the absence of any such documentation bearing my signature, I formally request that this fraudulent inquiry be immediately deleted from the credit file you maintain under my Social Security number. Please note that you have 30 days to complete this investigation, as per the Fair Credit Reporting Act section 611
Company Response:
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited check on XX/XX/22 with teller in pnc branch and it was posted after few days. After three weeks as I tried to withdraw the fund from branch. Teller told me check is on hold. After that I called customer service spoke to the agent for two hours. Two hours later I was told everything has been sorted and funds are Available in my accounts to withdraw. After the agent hanged up. I got notifications that my balance is low. As I logged to the account. I see the entire amount of the check is missing and I called pnc again. Now pnc says they dont know what happened to the fund. They kept me on hold for 1 hour for supervisor but no one came to address the problem. I like to know where is my funds.
Company Response:
State: AL
Zip: 35244
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have not received a complete 2021 Mortgage Interest Statement from PNC Bank. I had my mortgage with BBVA but unfortunately PNC acquired this bank. I received a statement from PNC that only covers the 3 months since the acquisition to year end. In the bottom part of the statement it says that if my mortgage was acquired by PNC in 2021 I would receive an additional year end statement from your previous servicer. ( See Attached copy of PNC statement. ) NEVER RECEIVED this additional statement. I called PNC 2 weeks ago. They told me two statements were sent, and if I just got one the other one was lost by the USPS. They also said that they could not give me a copy of the additional statement because they were still being scanned and uploaded to their system. They asked me to wait for the mail and if I didnt receive it to call again. I called today and received a TOTALLY DIFFERENT explanation. I was told that I was not supposed to get two statements but just one. This is in contradiction to what the official PNC statement said and also in contradiction to what PNC told me on the phone. I was told that they had to issue a correction so I can receive one consolidated statement. They said this could take up to 2 weeks. THIS IS UNACCEPTABLE. I have not been able to turn my tax material to my accountant because I am waiting on PNC. This bank either lying to customers or has not procedures. What is undisputed is that they are not complying with the deadline to submit these statements by XX/XX/XXXX. It is now way past the deadline and I have not received a complete statement. This is not the first complaint I file against PNC. Early after the acquisition they withdrew money from my account without consent and refused to wired it back until the CFPB got involved.
Company Response:
State: TX
Zip: 77096
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On or about XX/XX/XXXX I received an email from PNC Bank stating that my account went into overdraft - {$5500.00}. Confused, I then realized that that my debit card was stolen. The first thing I did was check my online account and seen that I had a negative balance in my account of - {$5500.00} and transactions on it that I did not make. I contacted PNC customer service and made a report that my card was stolen and that there was fraud in my account transactions. They told me that a fraud specialist would be in contact with me however no one ever called me. By XX/XX/XXXX I still did not speak to anyone so I called PNC customer service back and they transferred me to a fraud specialist after three attempts, name unknown, who stated that my account would go under investigation and that they would keep in contact, however they did not. On or about XX/XX/XXXX, I filed a dispute with XXXX XXXX because I see multiple fraudulent charges from my account to a XXXX XXXX not authorized by me. While the charges were not from my XXXX XXXX account that I use, the funds clearly came out of my bank account. XXXX XXXX made a determination that the transactions in question were from a known device and that the device had accessed the XXXX XXXX account prior to this event, that the transactions were authorized and therefore denied my claim. This dispute was reopened XX/XX/XXXX. All XXXXXXXX XXXX could tell me was that the funds went to XXXX XXXX XXXX XXXX and to dispute it with my bank. To reiterate, I did not authorize any of those transactions nor did they come from my XXXX XXXX account. In or around XX/XX/XXXX, I received a substitute check in a PNC envelope via mail which was made out to my name from a XXXX XXXX with a signature on the back of my name, which was not signed by me. I am unfamiliar with these processes and did not know what it was for or from. I initially thought perhaps the XXXX XXXX was the specialist working on my case from PNC and maybe she issued a check to return funds to my account however, as I still had not heard from anyone at this point, I did nothing with the check for the time being. A few weeks later I received a notice in the mail from PNC that my bank account was being closed due to a negative balance of - {$5500.00} and that this amount was being sent to collections. Again, no one has reached out to me with a status or disposition on my investigation in which I was under the assumption was still being investigated. Confused, on XX/XX/XXXX, I went to a PNC branch located on XXXX XXXX seeking answers. After sitting down with a member specialist, I received a print out from my closed account and was able to view the transactions in more detail. I learned that the forementioned check was not issued from PNC. This fraudulent check was made out to my name in the amount of {$9100.00} on XX/XX/XXXX, with a signature on the back that was not mine and the person attempted to deposit this check into a PNC ATM in XXXX XXXX, PA. This check was return as it was fictitious and that is why I received a copy of the check, substitute check in the mail. The person then proceeded back to the PNC the next day XXXX, XXXX, XXXX to withdraw {$500.00} which initially put my account in a - {$500.00}. There then proceeded to be ten ( 10 ) {$500.00} transaction attempts with my debit card all on XX/XX/XXXX which was rejected-hard hold by PNC. Not once did PNC alert me of this fraudulent activity or hard holds on my account. On this same day, the person proceeded to make transactions via XXXX XXXX which somehow all were successful putting my account further in the negatives. A total of ten ( 10 ) charges were made from my account to XXXX XXXX, each in {$500.00} increments all made on XX/XX/XXXX. Again, not once during this period did PNC bank contact me or alert me of suspicious activity on my account. I still am unclear how the perpetrator was able to successfully make the transactions from my account if I did not have the funds. Nevertheless, the PNC member specialist was unable to help me or inform me of the disposition of the investigation. All the member specialist stated was that the investigation was closed due to fraud activity and that she could not give me any more information and suggested I contact customer service via phone. After countless calls to PNC between XX/XX/XXXX and XX/XX/XXXX and constantly being transferred from person to person, on XX/XX/XXXX I finally reached a member representative via phone by the name XXXX who informed me that my dispute with PNC was denied and that the investigation was closed on XX/XX/XXXX. I discussed with XXXX my frustration and confusion as I have been left in the dark throughout this entire process. XXXX stated that she was escalating my case to a supervisor who would get back to me in 24-48 hours as not even she could give me answers. To date, I still have not been given answers. I have not even received a disposition on my case in detail, no paperwork regarding my investigation request or more importantly, no answers as to what occurred on my account during this period. I am a victim of fraud but instead of PNC keeping me informed throughout the process, they have left me in the dark, distressed and now petrified that an outstanding balance that I did not incur was sent to collections. Throughout this process, I have been getting the run around. I do not understand, if the perpetrator made the deposit and was able to make a withdraw at a PNC bank ATM, as an investigator, why wasnt the security footage reviewed at that location? If someone falsely signed my name on the back of a check, why wasnt the handwriting examined against prior documents/checks I have signed. If transactions were made via XXXX XXXX, why was the IP address from that account examined? And lastly, if I reported the fraud and it was under investigation, why did this fraudulent balance proceed to collections? It is evident that my rights have been violated and my complaint was not thoroughly investigated. Timeline of Events : XX/XX/XXXX -I seen an email that my account went in overdraft. I then realized by debit card was stolen. I checked my online account and it showed my account in - {$5500.00} ( overdraft ). I contacted PNC customer service to report my card stolen and the fraudulent activity on my account. I was told that that someone one be giving me a call however, no one ever called me. XX/XX/XXXX -I contacted PNC Customer Service again and was then transferred to a fraud specialist who stated my account would be under investigation and that she would be in contact, however, no one was ever in contact with me XX/XX/XXXX - dispute filed with XXXX XXXX Around XX/XX/XXXX, I received a substitute check in a PNC envelope via mail which was made out to my name from a XXXX XXXX with a signature on the back of my name, which was not signed by me for {$9100.00} XX/XX/XXXX went to PNC BankXXXX XXXX XXXX location and met with a member representative who was only able to tell me the investigation was closed due to fraud activity and suggested I contact PNC customer service via phone. She also provided me with a printout of the account activity during this period. Upon reviewing the activity, the following was discovered : 12/9/21-fradulent check made out to my name from a XXXX XXXX with a signature of the back with my name but not signed by me. This check was deposited into PNC bank ATM at XXXX XXXX XXXX This check was rejected and returned XXXX {$500.00} was withdrawn from my PNC account at the PNC Bank ATM in XXXX XXXX putting my account in a - {$500.00} XXXX ( 10 ) transaction attempts made, each in {$500.00} increments with my debit card all on XX/XX/XXXX which was rejected-hard hold by PNC, unknown location XXXX ( 10 ) charges were made from my account to an unknown XXXX XXXX, each in {$500.00} increments all made on XX/XX/XXXX, successful. XXXX tried reaching PNC Customer Service fraud specialist department but was told the department was closed and to contact the Charge of Accounts department on Monday XX/XX/XXXX XXXX tried reaching Charge of Accounts department but it was closed due to holiday The following occurred on XX/XX/XXXX : Contacted Charge of Accounts department and was told it was not the place I should be contacting, transferred me back to customer service. Customer service transferred me to an unknown department who after about 45 minutes of being on hold, it got disconnected again Contacted PNC Customer Service again, Representative stated there was not a name for the investigator who was on my case but gave me the phone number to reach them at XXXX XXXX answered this number after several attempts Contacted PNC Customer Service again , spoke with Representative XXXX regarding this case. She stated my investigation was closed on XX/XX/XXXX and that there was not much she could tell me but that she would escalate my case to supervisor who would contact me in 24-48 hours. She also stated if I did not hear from anyone by Thursday to call back to contact them back
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX I went to review my account as I do periodically. I noticed 4x over draft fees posted on my account on XX/XX/XXXX On XX/XX/XXXX my account ended with a balance of XXXX. On the 3rd I deposited an additional XXXX. A total of XXXX in positive funds. A total of XXXX in debits posted on XXXX. So even with the XXXX in over draft fees applied I was net XXXX in the positive. When I contacted my bank about the mistake they had made I was told I was mistaken even after going line by line over the account statement.
Company Response:
State: OH
Zip: 443XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My problems started when my husband died in 2010. Multiple XXXX XXXXXXXX XXXX cards came to me. Despite paying them off and ending them, the institution wanted to send me more. After that, I had a XXXX advisor with contraindications involving my accounts. I had a life insurance policy cancelled due to many people finding out my info. It was also after I broke up with a relationship. Much of my data got out. XXXX was a large part. As well as dating sites. Then my XXXX accounts were found covered up by a translucent page of beneficiaries not mine. I then switched to PNC. Where I havent be able to have any control over my cards or accounts. Im lacking support through the entire affair. I had many suitors that came up online which was irregular. Thats mostly it but I also had security systems involved that had someone gaining access, and into my home. I actually have a letter into my fiduciary advisor and their fraud team. I havent heard back. I also lost my family, friends, coworkers, job, neighbors as well. I dont know what happened. Any help is appreciated. XXXX XXXX XXXX
Company Response:
State: MD
Zip: 214XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022, there was {$4300.00} garnished from my joint account with PNC Bank without my authorization. I am personally not liable for the garnishment and have requested PNC Bank to release the funds several times, but they have failed to do so.
Company Response:
State: PA
Zip: 19144
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A