Date Received: 2022-01-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IN XXXX XXXX XXXX Bank Used : PNC I received an insurance check for a claim I had on my house in XXXX. I attempted to deposit it once and I did not know my mortgage company was supposed to sign it as well. That was 100 % my fault. Once I received my check back in the mail from PNC I could no longer get my mortgage to sign off on it. In that little time in-between my mortgage was sold off to another bank to service. I requested the insurance company reissue my check with my name and the new mortgage company name on it so I could deposit it. I received my new check in the mail and took it directly to my new bank that held my mortgage. It took them about a week and they got clearance to sign off on it. They marked it with all the appropriate signatures and wording as instructed by their superiors. I took it to a teller at XXXX branch in XXXX XXXX and they said it looked good and it was deposited into my account. Less than a week later I pulled up my account and all my accounts showed {$0.00} and they were frozen. I called the XXXX XXXX XXXX in XXXX XXXX and I was working with XXXX. She moved it along the process to figure out why my accounts were frozen. She was working with loss prevention and was told my account was flagged for fraud. I've been with this bank for XXXX plus years at this point in my life. XXXX said loss prevention asked if my new mortgage company ( XXXX ) could write a letter stating the insurance check wouldn't be returned and the teller who signed it had permission. The banker at XXXX Im working with was kind enough to 3 way call XXXX and I to get this sorted out. XXXX at XXXX asked XXXX what bank was the insurance check from. XXXX checked and it was XXXX XXXX. XXXX asked how can we guarantee a check not be returns when it isn't our check. We just signed it. Then she asked if the teller who signed it had permission and she said yes they Are under our permit. Not sure what that means. XXXX forwarded that information to loss prevention and they haven't done anything with it. This is going on a week and a half. I've already had 1 bill be returned and charged {$20.00} return fee. My payroll check was supposed to be deposited today and I can't get to the funds even if I wanted to. My house payment is scheduled to come out of the PNC account and I have to call them and tell them to stop it. I'm fine with waiting on the insurance check, but why did they have to lock my main account?
Company Response:
State: IN
Zip: 46815
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I went to a PNC branch near my house in XXXX XXXX to make my first escrow deposit on this house that I plan on buying. I already had a lender that I was working with and who was going to lock me at a 3.1 % interest rate with a lender credit of {$3000.00}. I felt like this part of my purchase was set until I entered PNC on that day and an employee insisted that I speak to their mortgage loan officer since she believed he could beat the 3.1 % interest rate that I was getting from the other lender. Since I have been banking with PNC for over ten years and NEVER had customer service issues with them, I gave this PNC loan officer a call. This guy XXXX XXXX XXXX XXXX ( PNC loan officer ) promised me an FHA rate of 2.875 % or a Conventional rate at 3.25 % and a PNC Grant of 5k, with no points and no origination fees. He promised that they could close on time and that I would even get a credit of {$690.00} towards my closing costs. We went back and forth over the phone and email on the night of XX/XX/XXXX because those numbers sounded very good and had me considering leaving my original lender ( who also agreed that those numbers are better and to have PNC put all of this in an email I true. ) I then asked XXXX if he could write all of this in an email and he did. That same night I dropped my lender who had locked me at a rate of 3.1 % and agreed to give my business to PNC. Everything was going well between PNC, my realtor, and the title company, and I was excited that I found not only a better rate but also more money to go towards my closing costs. Fast forward to XX/XX/XXXX, I received a text message from XXXX stating that " your loan was approved but the underwriter was not able to approve the 5K grant nor the points discount as you can't own properties at closing. I tried pushing for you to get it but PNC won't approve. '' He continued " Side-note '' : I am in GA up in the mountains with very bad reception. '' I originally told XXXX on XX/XX/XXXX from our first conversation that I purchased a condo as a vacation home ( second home ) in XXXX. He never said anything about this being a problem for me to get the 5k grant and points discount. I felt beyond disappointed and was actually angry which I never get but I really felt like I got bamboozled by PNC, kind of like a bait and switch. I notified my realtor and she even contacted XXXX by email saying that PNC really dropped the ball on this and that she still thinks he can fix this. XXXX 's response was pretty much like I'm sorry I messed up but take it or leave it. I went forward in the email thread telling XXXX to cancel the appraisal until this issue can be solved but of course, XXXX goes and cancels the whole mortgage application which of course cancels my locked rate of 2.875 %. The next day I start making some phone calls regarding this matter in hopes that PNC can turn around and do the right thing by fixing the problem. After a couple of days passed and mind you, the rates are slowly creeping back up, I received a phone call from XXXX 's supervisor XXXX XXXX on XX/XX/XXXX who basically tells me that XXXX screwed up and all they can offer me is an apology. He confirmed that XXXX canceled the mortgage application ( without my consent ) and that I would need to go back and start from the beginning with PNC. XXXX said that he would call me the next morning and promised me to have one of his " best people on top of this for me '' and would make this right. ( Whatever that meant ) I waited for XXXX 's phone call the next morning and nothing. I did receive a phone call from XXXX who again apologized for misleading me with false information and said that if I stay with PNC he would include his 0.50 points of commission towards my mortgage. By that time the rates were already up and the best rate he could offer me on XX/XX/XXXX was 3.375 % ( points 0.175 ). I was again disappointed because the 2.875 with XXXX points that they originally promised was now at points 2.050. I told XXXX that I would be interested in getting a 3.125 % ( 1.175 points ) minus his discount of 0.50, which would have left me at 0.675 in points which he said he could see if he could have PNC pay for to keep my business. ( Again, he lied ) The following week on XX/XX/XXXX XXXX sent me the loan estimate and of course, does not include the 0.50 point discount that he promised and locked me at 3.375 % and would give me a lender credit of {$270.00}. Again, this guy lied, and when I got him and XXXX XXXX ( his supervisor ) on the phone, they both just kept lying and said that this was the best PNC can do and pretty much to take it on cancel the loan. At this point, anywhere I would go for a mortgage they would need to run credit again and I would be stuck between a 3.375 % rate and 3.5 %. XXXX made me lose on a good opportunity to get 3k worth of lender 's credit from my original lender by promising me this 5k grant and discount points from PNC. When he apologized for his mistake I again put faith in PNC to make this right but was lied to AGAIN, this time by XXXX and his superior XXXX XXXX. This has been by far the worse experience of my life and the fact that this happened in the United States by a reputable bank like PNC makes this even more sickening. Everyone that I have told this story to is just astonished and does not feel like this was well handled by PNC. So this was my experience trying to purchase my first house with PNC, please be aware that all of them just lie and are masters at baiting and switching.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: While incarcerated I did 9 months in prison my unemployment money was coming into my debit card every month and a man named XXXX XXXX stole all my possessions while In there in including my debit card and stole almost XXXX from me and I dispute it and they denied my first dispute even though I provide documents stating I was in prison.
Company Response:
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I was the victim of identity theft and am unable to get a response from PNC Bank about the fraudulent accounts that were opened, or the fraudulent documents they accepted to open the accounts in my name. In early XXXX, 2022 I received what I thought was marketing credit card offer from PNC bank. On XX/XX/2022 I received a letter from PNC Bank stating that I had opened 3 Consumer accounts with PNC Bank. I did not open any accounts with PNC. I called PNC immediately. During the phone call I was told that I could not get any information on the accounts unless I gave my SSN or an account number. The letter I received only had the last 4 numbers of the account number and given the nature of the call, I would not give my SSN so the representative could not look up the accounts. She told me I could take the letter to a PNC branch, however there are no branches in my area, only ATMs. I determined that what I thought was marketing was actually a credit card that had been opened in my name. I gave the representative that card number. I was told that the information would be given to the fraud department and I would receive a call back in about 48 hours. I did not hear back from the fraud department and on XX/XX/2022 started trying again to reach PNC to discuss the matter. On XX/XX/2022 I received a letter from PNC Bank to confirm my address change. I did not make any changes. I called PNC again multiple times. Due to long wait times, I was unable to talk to anyone until XX/XX/2022. During this call I was given the direct number for the fraud department. I have called the fraud department multiple times and have never been able to speak with a representative. I left a voicemail on XX/XX/2022 and to date have not received a return call. I also wrote a letter on XX/XX/2022 requesting confirmation that the accounts have been closed. I understand it is too soon to get a response from the letter, but the lack of response to my phone calls is extremely troubling.
Company Response:
State: OR
Zip: 97420
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I attempted to deposit a check drawn on a PNC account into my PNC account and was told the check was being put on a general hold. I received an email from PNC stating just that with no further information but to expect a letter in the mail stating why. I called PNC, the customer service rep told me they just need to verify that the funds will be covered. It is PNC to PNC, she gave me no reason as to why they could not verify funds in the account that check is being drawn on despite it being another PNC account. She said it could take five business day. I deposited the check on XX/XX/XXXX before XXXX. Five business days would be Tuesday the first, but they are holding until XX/XX/XXXX with no reasoning why.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Hi My name is XXXX XXXX I have some issues with PNC bank since XX/XX/2021. I have seen it on XX/XX/2021 some unauthorized activity in my account ending XXXX from my PNC account so I contacted my bank and let them know that I did not authorize those transactions with XXXX XXXX and XXXX and XXXX and I file complaint with them so I when to the bank branch filled up dispute about it those transactions but they never give me my money back .the unauthorized transactions was made from XXXX for thee time {$100.00} and one time {$80.00} and four times {$250.00} from XXXX XXXX and another {$400.00} from XXXX XXXX and another 1000 from XXXX and all transactions together was {$3800.00} the bank never give me my money back. So please consider my complaint because Im struggling to make it living l will appreciate it if I have response from you Thank you Sincerely XXXX XXXX
Company Response:
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/XXXX, XXXXXXXX XXXX sent a check in the amount of {$6100.00} to PNC Mortgage to pay off and close a home equity line of credit. Instead of closing the account as paid, PNC has reported to the credit bureau that the account was a charge off with an outstanding balance of {$6200.00}. This error was not realized until I was applying to lease a new car on XX/XX/XXXX. I contacted PNC about the error and was told the account was paid in XX/XX/XXXX, six months after the check was mailed and cashed. PNC also informed me that I would need to submit a written request to have the account updated with the credit bureau even though they had not made any updates to my status since XXXX. I also contacted XXXX and filed a dispute, which I understand may take 30 days to resolve.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/2021 Made an application for {$280000.00} mortgage with PNC bank XXXX XXXX, VA. Worked with loan officer daily supplying income information, savings, employment, etc. Followed our progress on the PNC loan tracker. Lead to believe all is well. Then denied XX/XX/2021, due to excessive obligations in relation to income. My wife and I had a combined annual income of some {$150000.00}. Current home was paid in full. No debt except for one auto loan. Substantial savings. My credit score was XXXX. Her credit score was XXXX. We were NO RISK. The same day I wrote you I wrote PNC and ask for a detailed explanation. To date I have NOT received any response. I believe it wasn't until they realized our age. I am XXXX. My wife is XXXX we were then denied.
Company Response:
State: VA
Zip: 242XX
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My business account has been a victim of bank fraud, and check fraud. The first fraudulent check is from XX/XX/XXXX in the amount of {$35000.00}. {$17000.00} in XX/XX/XXXX. {$700.00} in XX/XX/XXXX. {$5100.00} in XX/XX/XXXX. {$600.00} in XX/XX/XXXX {$48000.00} in XX/XX/XXXX. This fraudulent checks have been computerized made, issued without my consent, without my signature, without any waterMark check safety measures. My financial institution has allowed this check transactions to keep posting. I had advised my bank PNC to not allow computerized checks to be processed since I do not use computerized checks for my business operations. PNC bank, advised me to change account numbers, but I can not afford to do that since my business has many transactions on a daily basis, and I have my account number associated with several merchants, lenders, suppliers, customers. I have been doing business with PNC/ BBVA for over 7 years, but I no longer feel safe doing business with PNC formerly BBVA . As a solution to revolve this very serious matter, I would like my financial institution PNC to investigate this serious matter. I would also prefer for authorities to step and get to the bottom of this very serious matter since its affecting my business operations drastically.
Company Response:
State: TX
Zip: 78596
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My husband and I had been customers at BBVA Compass Bank in XXXX, AZ for about 30 years. It all went pretty smoothly until PNC Bank took over BBVA Compass Bank early in XXXX, XXXX. PNC closed all the customers ' online accounts for several days, and when they reopened them, some of our accounts were not visible online. That concerned us, so we went to the bank to see why. When we got there, the lobby was unusually crowded with customers, and employees were having people sign a list to be called to come back later. It was chaotic, and that does not create trust. We wanted to be in control of our money, so decided to close our accounts ( we had six ), withdraw our money ( considerable ) and find another bank. We paid off a credit card we had at the bank and asked if all our accounts were now closed. The banker said yes. We thought we were finished and could move on, but we continued to get reams of mail from PNC. It didnt seem that they knew our accounts were now closed. Then we got a collections letter from them, saying a charge had been made on our checking account. The checking account number was a PNC number that was unfamiliar to us. I called the phone number given on the collections letter, waited 20 minutes, but the person who finally answered could not access the account. So he transferred me to the fraud department, I waited another 20 minutes and the lady who answered could not help me, either, and said I should call the number I originally called. So I took the letter on XX/XX/XXXX to the XXXX PNC branch, where we had banked for 30 years previously. XXXX, the lady who met with me, found the transaction that was in collections, which was for {$50.00} plus interest, from a fund I had donated to on XXXX. I thought the transaction took place before the takeover, but evidently it was somehow charged to what I thought was a closed account. So I paid it, and asked XXXX to make sure the account was closed. She tried, but couldnt do it, and told me it might take a couple of days for the payment that I made to go through. She said she would call me on XX/XX/XXXX, to let me know that the account had been closed. There was also another issue that she was going to take care of for me regarding some money that PNC was going to send to us in the form of a check, I had been told previously by another banker named XXXX. We had paid off a HELOC loan a few months previous and there was a credit in our account of a little over {$40.00}. The check had never arrived. XXXX told me that PNC had destroyed many checks, and that possibly our check was in that group. XXXX was going to see about getting us our money. XX/XX/XXXX came, and no call from XXXX. I called the bank, and someone was going to leave her a message to call me back. She never returned my call, so I called again, and no one answered. I sent XXXX an email asking her what she had found out, and never received a reply. I called again and found out that XXXX was out on medical leave for 6-8 weeks. I made another appointment to talk to someone else. I visited the bank again on XX/XX/XXXX, spoke with XXXX, who assured me she would do everything to take care of our issues. But she did not or could not. I showed her a new email we had received from PNC on XX/XX/XXXX, saying that we owed {$93.00} and needed to pay it immediately to avoid further collection actions. We have no accounts with PNC, so there is no way I can research and take care of these things online or by phone. She would not tell me what the charge was for, because it was under my husbands social security number, and he has to come in to clear it up. I asked if I could call him so he could give her permission to talk to me about the charge, but she said that is not allowed. The last four digits of the account number in question ( and that is all we could see ) were the same as the credit card that we paid off when we left the bank. We both owned that account. The final straw is that PNC has reported these amounts to the credit agencies. I have checked my report and see the evidence. We havent checked my husbands reports yet. We have worked hard to manage our money and keep our credit rating high over XXXX. PNC is driving us down. Since we were told when we left the bank that all our accounts were closed, everything was paid off, and that we would receive a check for the credit in our HELOC account, we believe that PNC has lied to us and cheated us. Or, they are extremely incompetent and careless with other peoples money. Please help us fix this, as we are helpless to deal with accounts to which we have no access. We are at their mercy.
Company Response:
State: AZ
Zip: 85251
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A