Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was owned by BBVA/Compass . PNC bought my mortgage. There was an escrow deficiency ( caused by a tax issue ) causing my payments to go up. PNC explained that once I paid the deficiency down to zero, my mortgage payments would return to the normal, lower amount. Through great sacrifice and hard work, I paid down the defiance, despite the current financial conditions. PNC can not and will not give an accurate accounting of my mortgage. Their online banking system is not accurate or current. Their customer service reps claim not to have access to my records and claim I can not have contact with escrow department directly. Their customer service representatives do not do the tasks they claim to do on the phone. PNC insists on handling all matters relating to account errors in paper mail only. This causes an undue delay and disconnect. I am also subject to unfair late fees in addition to losing my house.
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am only late with XXXX ( 2022 ) payment -- -- because my Monthly payment when up some {$200.00} -- -- because they under estimate my escrow -- years a go -- - ( some where around {$820.00} ) -- The wife and i are XXXX & XXXX and on a low fix income ... IT THEY THAT MADE THE MISTAKE AND IT HURTING US.. -- XXXX -- -- XXXX XXXX XXXX XXXX XXXX XXXX New York XXXX XXXX XXXX XXXX -Company is PNC Bank ( Mortgage ) Loan # XXXX XXXX is -- -- -- -- XXXX XXXX
Company Response:
State: NY
Zip: 14624
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is regarding CFPB complaint XXXX and the PNC representative XXXX XXXX XXXX XXXX ). I told her multiple times that I am unable to speak over the phone and that I can communicate via email. She refuses to communicate questions and responses via email with complete disregard to the Americans with Disabilities Act. XXXX insists on communicating via phone calls. XXXX refuses to make any accommodations to communicate via email.
Company Response:
State: TX
Zip: 75034
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This is regarding my checking account with PNC bank. I mailed an {$1800.00} dollar rent check in XXXX of XXXX for XX/XX/XXXX rent. The check was lost in the mail. I stopped payment on the check. In XXXX of XXXX, the check was altered to {$4800.00}, the business name who I wrote the check to was scribbled out and an individuals name was written above the scribbled out original name. The dates were altered to as well to XXXX. I immediately contacted PNC to dispute the charge. I eventually spoke with a manager and said the money would be put in my account provisionally after two weeks. After a month of the funds not being returned I called back and was told that they do not put money back provisionally and that they had 4 months to settle the dispute. I asked for some specifics on the status and was told to contact the fraud department for that. I was given their number and was told it would be a voice-mail and to leave the requested information and I would get a call back. I have left XXXX voice-mails and no call back. I was also assured that a hold was on my account as I could not close it because of the fraud investigation. Low and behold another fraudulent transaction hit my account on XX/XX/XXXX. Evidently a hold was never placed. I spoke with another manager and she was able to tell me the original {$4800.00} altered check was fraudulently cashed at Bank XXXX XXXX. I again asked to speak with the fraud department. She said she had the same number as me for them, but she would contact them on my behalf. Today she called me back and said that she has not received a response from the fraud department and could not give me any updates. I have been scammed twice now. Once by a criminal who altered my check and again by my own bank that will not even do the simplest task of calling me back.
Company Response:
State: AZ
Zip: 85212
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: I purchased a New Vehicle with a 60 Month term note from XXXX XXXX. I have made all payments with the exception of 2 extensions during the corona virus. My bank sold out to PNC bank. PNC sent me new loan information changing my term without my permission from 60 Months to 72 months, they added 12 months to my note along with fees and late charges. I went to the local office at the beginning of XXXX and spent 3 hours in there providing my original loan docs, copies of everything I had, they could not help me, but started a complait internally that would be expeditted to resolve this. a few days later I was given a retail resolution manager ( XXXX XXXX ) assigned to my case that would research and resolve the issues. There were several phone calls and discussions, I was extreemly frustrated because she was not calling on set appointment times, or answering or returning my calls. While on hold with the bank, she called leaving me a message on my XXXX stating that they did there research, and looks like I had 6 extensions for 2 months each, so thats why the loan was extended, so have a great day, glad we could solve this for you, let us know if you need anything else! She came across very condensending. I continued to call, knowing that I never had 6 extensions, this was incorrect, she never called or answered agian, and finally I was transferred to another agent named XXXX. XXXX said all the right things, apologized for her counterpart, promised to work diligently and correct the situation. She said she needed a specific amount of time. I explained to her, I would not bother or call her and wait for the date she set to hear from her. When I did not hear from here I started calling. We spoke the week before XXXX, and she told me that she would call me Wednesday the XXXX of XXXX. She did not call that day, so I started calling her on Thursday and we connected. She explaned she did not have the info was sorry, and would be calling me the day she returned from XXXX XXXX. Monday the XXXXXX/XX/2022. I called her Monday to discuss the situation, and got her XXXX stating she was not returning till Tuesday the 4th. So I left a message for her to call when she got back going again. She did not call so I left a message on Wed, Thurs, and Friday. Monday I asked to speak to another agent, and he said she was trying to reach me. So I called back Tuesday she was still not available. Wednesday She called me. I explained that I was disappointed that she was not keeping her appointments but I appreciated her call and what was the resolution. She stated that on there system they have notes of me getting 6 - 2 month extensions. I told her that never happened. I was told specifically from the bank that anytime I got an extension, or modification to the loan it had to be signed. So I asked her to please provide my signed copies showing that I signed the extension. She said they do not have those, and they got rid of that during covid. So I said well XXXX extensions you guys are alleging are pre-covid. Please show me those. She said they can not get the records. I explained to her that if they can not show me proof that I did this, I want it removed and my original loan. She said she would request that I go to my original loan, but I would have a big balloon payment at the end because I still owe this new amount. I told her that is not resolving or fixing anything. I do not owe it. So we left it at that with her saying the computer says I owe it, and No records stating otherwise. This is a total scam! No way my truth in lending statement and loan can be arbitrarily changed to reflect a new amount, new terms, and add XXXX to my original loan. I do not know what to do, and will be getting counsel next. This is wrong on so many levels. I am almost 90 days trying to resolve this, with a bank that seems to care less about resolution. How can this happen?
Company Response:
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Multiple fraudulent accounts have been reported to PNC Bank. They state account closure and confirm reporting of fraud. But account remains open, reaching out to the business does nothing to resolve this issue. False promises and the company allowing account creation without basic identity or credit verification.
Company Response:
State: WA
Zip: 99207
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-15
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Madam or Sir, I have a Non-Interest bearing Checking account with PNC Bank in the Washington DC XXXX XXXX, since XXXX or XXXX ( for many years ). I am a small business person significantly challenged in the Covid economic paradigm. From time to time, my checking account funds drop below my bank 's enforced thresholds... XXXX. Recently in the last week of XXXX around the XXXX, I was charged with Overdraft protection fee of {$36.00} because an ACH payment due to a service provider hit my account less than a day before I could deposit a check that would have more than covered it. I had already incurred one Overdraft n XXXX, which fee of {$36.00} was later waived in keeping with PNC 's policy to credit back the first Overdraft occurence during a calendar year. I am grateful to PNC for this. I called PNC customer service to request a partial credit back even of that {$36.00} charged to me in late XXXX. Had spoken with XXXX. She said in keeping with Corporate Policy, Covid related financial hardship notwithstanding, there could be No credit back - not {$10.00} or {$5.00} even of the Overdraft fee of {$36.00} as it was my second instance in XXXX. I accepted that. 2. Then around XX/XX/XXXX a few days ago, a service fee of {$7.00} was charged to this same Non-Interest Checking account of mine - Because my Average Monthly Balance in that statement period ended XX/XX/XXXX fell below the mandated {$500.00} level. I spoke with XXXX, another customer service representative an hour ago. He was sympathetic of my financial diificulties but expressed his inability to waive it himself. He tried through the system but the system would not let him ... PNC corporate policy. In normal times I do not grudge PNC its right to charge certain fees, since it is known to me beforehand as an account holder. But we know what has happened to real small business since the Spring of XXXX ... Loss upon loss. Furthermore, I specifically keep a NON-INTEREST bearing Checking account, such that when I have had several thousands of dollars in the account for a month or more even, I have never earned any interest. - Hence in return, is it not fair and reasonable to Not have to be charged a {$7.00} service fee during these Inflationary times on top of on-going Covid disruption, in a checking account where I am paid No interest at all regardless of how much money I might have at any time in that checking account? It would be nice if PNC could show decency and be willing to help its account holders in these times by waiving such " Low Account Balance Service Fees '' in its non-interest bearing checking accounts. For the CFPB : How about new legislation that will prohibit Banks from levying a " low account balance service fee '' upon checking accounts that earn No interest to begin with? Sure, I signed a contract with PNC when I opened this checking account. But who signed up for Economic Shutdown?! If the government imposed that upon us for the first time ever then surely parallel legislation should preclude Usorious fees of all kinds from being levied upon those who are already needing to save every US dollar. The longer term solution for me and perhaps others in my situation could be to open similar Checking accounts with a Credit Union where there are No low balance fees increasingly anymore, and where Overdraft protection can be paid via an interest rate per annum more like a line of credit rather than a fixed fee approaching {$50.00}. Thank you for reviewing. Sincerely Yours.
Company Response:
State: VA
Zip: 22102
Submitted Via: Web
Date Sent: 2022-01-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: PNC Offered and advertised a new account bonus of {$300.00} for {$5000.00} in deposits. Deposits were met and numerous customer service individuals assured bonus would be paid within 90 days. Contacted PNC now 100 days later and the bank has noted that I was previous customer so ineligible. However, I was a XXXX customer BEFORE the merger of the two companies and opened the PNC account BEFORE the merger. PNC is refusing to pay bonus in contravention of their own agreement and advertising.
Company Response:
State: TX
Zip: 78244
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I am an attorney who has practiced law since XXXX. I maintain two accounts at PNC : XXXX XXXX and General accounts. PNC recently purchased BBVA. I banked with BBVA for over 20 years. During that 20 year period it was my usual business practice to electronically transfer monies from the XXXX XXXX to XXXX once I earned the money. Since PNC acquired BBVA they now prohibit electronic transfers of monies from my XXXX XXXX to XXXX. In order to effect the transfer of the monies I have earned to General in order to pay my bills including payroll, I must drive to the PNC branch with a paper check from the XXXX XXXX made payable to me and deposit it to General. This is a waste of time and resources for my firm. This has occurred on at lease three occasions since XXXX, most recently XX/XX/XXXX. I called PNC to challenge their practice and was told " this is our policy ''. There is no such prohibition by the Florida XXXX XXXX. PNC cites to no other legal authority for their practice. I believe that PNC is violating some banking rule or regulation with the implementation of this in-house policy and I want it to stop.
Company Response:
State: FL
Zip: 32073
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: 1. I took a mortgage loan to buy a new construction home through PNC Bank. The settlement was supposed to happen on XX/XX/2021 but because of the negligence of the Bank, the bank did not make a wire transfer to the settlement agent till the next day. XX/XX/XXXX was XXXX XXXX holiday, something that was also known to the bank. As a result the settlement took place on the next working day on XX/XX/2021. The PNC bank refuses to fix the closing documents to reflect the new date of settlement even though the settlement company has done so. According to the bank 's documents, the settlement happened on XX/XX/XXXX. The bank is also charging me interest in the amount of {$100.00} for this period, which is wrong. I have attached the Settlement Statement by the Title company and the Closing Disclosure package from the PNC Bank to support this claim. 2. I was promised by the bank 's mortgage loan officer that I would get at least {$750.00} in origination fees as part of the loan. I accepted the loan on this condition. The bank did not give me this money in spite of my reminder. A copy of the email exchange is attached to support this claim.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A