Date Received: 2022-01-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/09 I made a deposit into my checking account for about {$100.00}. At the time my account was negative about {$15.00}. XXXX I use my debit card to pay for a night stay at XXXX XXXX XXXX XXXX XXXX XXXX I go to atm to deposit cash to pay for another night and the ATM says my account has been deactivated- I call the bank they say my account is closed for inactivity for 30 days. - it was not inactive as I just made a deposit and purchase the prior day. I looked up their regulations on closing accounts and a customer has 60 days of inactivity before closing. - after phone call I check my mobile banking app it shows my account is still active with a XXXX balance. - I call the customer service number on back of the card it says " your account is active with a balance of XXXX dollars. '' But this was not being reflected on the app. - XXXX I visit a PNC branch on XXXX XXXX and XXXX XXXX The woman teller was clearly not wanting me to view specific information. When I asked for a printout of my transaction history she responded with " sure I can give you your last transaction '' I ended up getting a list of the last XXXX months. - I see MULTIPLE unauthorized transactions, and incoming deposits that were being blocked by the bank so I go home and call the customer service number. - I talked with about XXXX different people whom all sounded like they had no education in banking. They kept saying there's nothing I can do. - I got to a lady who was able to go over the account history with me and what she had in her system was completely different than the printout they provided me at the bank. For example, on my printout it says a company deposited XXXX dollars on a specific date. In the lady 's system it showed that instead that company withdrew XXXX dollars. It showed no deposit. - XXXX I call the bank and they refuse to acknowledge my concerns and say there's no manager, they only give me their first names after asking for my full name XXXX and social. - They said the transactions coming in can be placed into my savings account. I don't use this account so I looked online to make sure it was still active and it happens to close today. - my identity got stolen a while back and this is probably the XXXX business I've came across that is misusing my information to do fraudulent crimes.
Company Response:
State: AZ
Zip: 85351
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Summary : PNCBank Account Number XXXX - Balance {$57000.00} PNCBank Account Number XXXX - Balance {$39000.00} These accounts are CDs with three POD beneficiaries. Both owners have died. I am the executor of my parents ' estate and began working with PNCBank on XX/XX/XXXX. As of today, XX/XX/XXXX, the POD beneficiaries still have not received their funds. The root cause of the issue seems to be poor transition of documentation from BBVA to PNC. In this case, that means, the three page Consumer Time Deposit Agreement and Disclosure Statements showing the POD beneficiaries weren't fully scanned by ( or for ) PNCBank. Thanks to my parents, I have all three pages of said Disclosures but PNC only has page one. The POD beneficiaries are listed on page three. Background and timeline : XX/XX/XXXX - My parents added three POD beneficiaries to the above-named accounts with BBVA PCNBank purchased BBVA XX/XX/XXXX XXXX My mother died XX/XX/XXXX - My father died XX/XX/XXXX - I called PNCBank to understand the POD pay-out process and to find out what documentation I needed to give them XX/XX/XXXX I met with XXXX XXXX, XXXX Branch Manager at the PNCBank, XXXX, Alabama in order to set up a meeting for the following day with the three beneficiaries and expedite the payment process. When he looked into the system to find the accounts he said, you have no beneficiaries. I then produced the full Consumer Time Deposit Agreement and Disclosure Statements ( for each account ) for him to read. He said Oh, that seems clear. It looks like they only scanned in page one, not all three pages [ for both accounts ]. He advised hed need to send a copy of the Disclosures to the legal department for review and it would take about five days. At this point, its worth noting that none of the POD beneficiaries live in XXXX and had to travel from out of state to meet with XXXX. Because of this, I asked three different times during this meeting, will we need to be at the branch in person to collect the funds? XXXX advised, no, dont worry about it. Ill reiterate, I purposefully asked three different times and was told no the beneficiaries would not need to come into the branch to receive the funds. At the end of our conversation XXXX shared he was leaving the organization two days later and introduced me to XXXX XXXX, who would be taking over. I left XXXX with copies of two full BBVA Disclosures ( one for each account ) showing the POD beneficiaries, PNCBank statements of both CD accounts ( with balances ) and death certificates for both owners. XX/XX/XXXX I called XXXX for an update. He didnt seem to recall our introduction 10 days earlier and it didnt seem like anything had been done. We went through everything again and he indicated he found the documents XXXX left him. He said he would need to check internally and would call back that afternoon. He did not call back. XX/XX/XXXX I called XXXX for an update. Left message at XXXX. Left another message at XXXX. Called again at XXXX XXXX said our original request ( to legal ) was denied because they didnt have the full Disclosures and he would need to reach out to the Prevention Department XXXX He said hed call me the following day. XX/XX/XXXX I called XXXX at XXXX and no answer. I called again at XXXX and left a message. I called again at XXXX XXXX said he had multiple tasks to complete but the first is to get statements, which can take five days. I inquired as to why it would take five days to get internal statements and he replied well, it usually happens faster but we like to give extra time. He advised that these statements would then be sent to the Prevention Team and the time theyd need to review was unknown. He also asked for death certificates. I shared they were already given to XXXX. He also asked what my timeframe was for resolution. I replied, two weeks ago when my parents died and I came into the branch. We set a follow up call for XX/XX/XXXX at XXXX. Im very concerned this documentation mistake is making far too much work for everyone involved, taking far too long to address and making an already sad and stressful time in our lives even more so, especially given PNC has the full BBVA Disclosures for both accounts, which I provided. Im also concerned PNC may not disburse the POD funds to the beneficiaries, as they indicated they would, while the beneficiaries remain in their home states. The beneficiaries are in XXXX XXXX XXXX XXXX Any requirement for beneficiaries to travel back to XXXX ( or any other state to visit a PNC branch ), because of this incompetence, is unacceptable.
Company Response:
State: CO
Zip: 811XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: This is a complaint against PNC Bank for their abuse of authority, delayed handling of the transaction to the customer 's detriment, and poor communication regarding a consumer/vehicle loan. I believe PNC Bank abused their authority by REJECTING a loan payoff check submitted to them from the XXXX XXXX XXXX XXXX who purchased the vehicle from me. PNC returned the payoff check ( {$39000.00} ) to the XXXX XXXX two separate times without just cause, without explanation, WITHOUT INITIATING ANY REASONABLE REMEDIES, and without informing the customer. The vehicle was sold on XX/XX/2021. The XXXX XXXX contacted PNC for a payoff on XX/XX/2021. The dealership mailed the payoff check to PNC which they received on XX/XX/2021. We learned later that the payoff amount was apparently short by {$270.00} to close out the loan. Instead of accepting the initial check from XXXX and requesting the remaining balance due ( probably for Per Diem or Late Fees ) from XXXX or from me, they returned the check!!! I wasn't even made aware. I learned about this only after I went to PNC on XX/XX/2021 to talk to XXXX XXXX at the XXXX XXXX XXXX XXXX, XXXX. There was back and forth on the phone between XXXX XXXX, PNC Loan Service Center, and me on, in short, whose fault it was on the incorrect amount of the payoff? Was it PNC 's fault or was it the Dealership 's fault on the correct amount of the payoff? I was charged daily interest, per diem, late fees, and possibly negative credit reporting from XX/XX/2021 to XX/XX/2021. Was this the customer 's fault? I also want to report two PNC employees who were not helpful during this process. One is XXXX XXXX from PNC Bank Retail Support who initially reached out by email on XX/XX/2021 from my consumer complaint, however she did not follow up after that. She promised to " research '' the phone records between PNC Bank and XXXX XXXX XXXX to resolve whose fault it was on the payoff amount, but I received no follow up on the results. She did not return my phone calls or reply to any of my email messages or texts. She went silent. The other PNC employee is XXXX ( don't have last name ) who repeatedly called me to harass me about making the monthly payments even after I informed him that the vehicle was sold and we are working on the payoff. Through some misery and several hassles, PNC Bank finally accepted a new payoff amount of {$39000.00} as of XX/XX/2021.
Company Response:
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I work from home in a single family home in XXXX XXXX, XXXX. On XX/XX/XXXX I placed a 5 % deposit on a new condo purchase from a developer in XXXX before traveling there to reserve it. I contacted several lenders and initially locked a rate 2.875 % ( XXXX pts ) on a second home purchase with a XXXX XXXX After discussing with my wife having learned more about the property we decided we wanted this as our primary residence since the internet and amenities would make it a better work environment. I called PNC bank on XX/XX/XXXX and spoke to XXXX XXXX and explained that we wanted this to be our primary residence and locked a 2.75 % rate ( XXXX pts ) with them. I mentioned that this was listed as a second home on the purchase agreement but I wanted this to be my primary residence since we do not want to have to change it later with the XXXX. Note the property is assessed at a higher value than our current home. During the conversation he said they could also do it as a secondary home and if we want and he could wave the XXXX pt fee. During the process I received a loan estimate from XXXX ' assistant XXXX that had added XXXX points to what was agreed upon. I forwarded him the initial email where XXXX had stated the terms was with no points and he subsequently had it corrected with manager approval. Everything was going fine and as it was looking like we were going to close I withdrew the application from the other lender ( XXXX ). Then on XX/XX/XXXX I received an email from XXXX that stated " The Underwriter is making us go with this as a second home. It is marked as a second home purchase in the contract. Because it will have to be a second home, that affects our pricing by XXXX of a point. '' I asked can we just do an addendum to purchase contact and he said we can try that. So after the addendum was completed and returned I received an email from XXXX on XX/XX/XXXX that stated " The Underwriting manager refuses to allow us to call this a primary home. She is forcing us to do it as a second home. I think that original purchase agreement is what did us in. So, since we have to go the second home route, our rates change. Below is what we are looking at. I would suggest locking at the 3.0 %, but I will wait for your confirmation. '' In this email is a chart that also indicated that the new loan terms were for XXXX pts. It is clear to me this is a bait and switch scheme and PNC bank and there is no reason why PNC can not honor the already agreed locked rate. The 10 year treasury has recently shot up in the past weekly and mortgage lending rates have followed suit. I spoke with XXXX XXXX on the phone on the phone regarding this and he was apologetic and relayed to me that XXXX was " supposed '' to let me know on XX/XX/XXXX that the underwriter was requiring a new application and the rate lock could not be applied and that did not happen. I agreed to float a rate with them to see if it comes down but I will likely have to back out of the purchase since I will have to have loan approval by XX/XX/XXXX or I will lose my 5 % deposit ( {$62000.00} ).
Company Response:
State: HI
Zip: 96740
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: I received an unknowingly fraudulent text message from PNC bank stating I was attempting to make a purchase for {$900.00} at XXXX with the last four digits of my debit card and if valid reply YES if fraud reply NO. I replied NO and immediately received a call from PNC fraud prevention phone #. The man on the line stated he was from PNC fraud prevention and that my debit card was attempting to be used at XXXX in FL, he said my card was compromised and that they would be cancelling my current card and sending me a new one. He also stated that I had outgoing wire transfers pending which I also stated was not me and fraudulent. He stated he needed to verify identity by sending a code by text message and me repeating the codes to him. The call became disconnected and I went to my computer to log in to my PNC online banking to see if anything posted. It would not allow me to login stating I had incorrect password. I saw in my email that my password had been changed, which I had not changed it. I immediately called PNC fraud # back and they stated there was no record of call to me and that I had two wire transfers in process totaling {$1900.00}. I asked them to immediately cancel transfer because I did not authorize this. I was told then wire department had to be contacted to complete this. I waited on hold with PNC for almost two hours and then left work early and went to PNC branch in XXXX XXXX IL. I spoke with XXXX there who tried for another two hours to contact wire department. I again called the next day Friday XXXX on was on hold for 4hours 36 mins and unable to get any assistance or get call through to wire department. I again went to PNC branch and spoke with XXXX and XXXX who stated they would escalate my concern to management and I will receive a call. I have not received any correspondence back now on XXXX. My account which had {$1900.00} balance was completely drained and two payments of {$500.00} and {$210.00} that I had sent to pay a credit card were overdrafted from my account and then put on a PNC credit card along with getting charged {$50.00} dollar wire transfer fees, {$50.00} dollar overdraft fee, and {$43.00} cash advance fee. My PNC credit card that I had {$0.00} balance now has {$760.00}. Please help I have never made a wire transfer XXXX and was not even aware this was possible through online banking. I was hacked and should have zero liability fraud protection for this account.
Company Response:
State: IL
Zip: 60487
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was victim of a fraud against me and my PNC account # XXXX. When I was notified by the bank on the first week of XXXX that my account was under a potential fraud, I took immediately action and opened a case with the local police department case # XXXX, I also placed a fraud alert with the credit bureaus reference # XXXX. However, the PNC bank department of dispute didnt even looked at the evidence that I am also attaching here and decide to rule that I was the responsible for the balance moved out of my account by a fraudulent check sent to me by a company that pretended to hire me. I was contacted at indeed by someone named XXXX XXXX to work for her as personal assistant. This person requested my bank information, address as well social security number to register me as her employee and she sent a check by mail to be deposit at my bank account so I would use the funds to make some payments for her and buy computer and office supplies. The check was bounced several days after being in the account. The bank claimed that the documentation I am providing here was irrelevant and that I should take full responsibility for the fraud balance. I said to the bank representative that I was the one suffering the fraud against, I am not the part of the fraudulent scheme and bank investigation team and decision should had considered the information attached. The bank completed disregarded all these evidences and decide to close my accounts and now are coming against me for the fraudulent balance. I am here asking for your help to first looking into the evidence and help the bank to see it was a fraud against me and cancel this fraudulent balance against me. The bank also should control better the fraudulent checks and not let the balance be available in cases like the check is not valid.
Company Response:
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: The company failed to address the issues noted in the Consumer Financial Protection Bureau 's complaint ID XXXX. They act as though their explanation, which was simply repeating the statements of the issues themselves, was somehow sufficient to resolve the issues.
Company Response:
State: AL
Zip: 35242
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I received a letter from PNC XXXX XXXX XXXX dated XX/XX/XXXX that stated my credit limit was to be decreased to {$1400.00} when it was previously {$15000.00}. This was absolutely devastating to my credit rating. I have been grooming my credit rating for the past 20 years so that it would be the best it could be because I wanted to apply for a mortgage. This devastating blow to my credit rating came 2 weeks before my pre-approval after having exceptional over XXXX credit rating for decades. PNC gave me no warning for this limit decrease. Nor have they done a good job of explaining the reasons for this limit decrease. I have not been referred to any documentation from them as to why this happened nor how it could happen from their regulations. I called PNC Credit Card customer service and was on hold, after being transferred to multiple departments, for a total of 2 hours. I spoke to Customer Service, multiple supervisors, and the Underwriting department. I was told to contact the credit bureaus for their reasons for the decrease. I called each credit bureau, explained the situation and asked each bureaus customer service departments why this would happen- if there was anything dubious on my report. Each one said that my credit was flawless and that I there was no cause for concern. I have an exceptional payment history spanning XXXX decades. I then had to call BACK PNC with this information, which they replied I was to respond, in writing to the Consumer Credit Bureau Investigations Department to which they would respond within 30 days. My letter was mailed on XXXX. I believe that this credit limit decrease was based on erroneous information or human error in interpretation of this information. I do not believe a complete and correct assessment of my credit information was made. Like I said, this has been absolutely devastating to my credit rating and to me personally. I have been saving for a home for almost 20 years and I cant believe that this would happen after I have been so careful - especially two weeks before I decided, after 20 YEARS, that this was the moment I would apply for pre-approval on a mortgage. This creates a biased and inaccurate view of my credit rating that does not take into consideration the decades of exceptional credit I have. This is impacting my qualifications and potential rate for a mortgage, which equates to me losing thousands of dollars over time due to their mistake. Please note too, that, I have been a customer of PNC since XXXX. PNC has a strong presence in XXXX, my hometown. My business with PNC travelled with me when I moved to XXXX XXXX and now XXXX. I very easily could have closed my account and went with a local, more convenient bank. I decided to support hometown institutions - and, will share my experience with others if this is not rectified.
Company Response:
State: OR
Zip: 972XX
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: Trouble during payment process
Subissue:
Consumer Complaint: I am paying off my last and final payment on my XXXX mortgage, the loan officer told me my last payment would not be automatically taken from my account but that I would have to come in and write a check to PNC for a different amount than was on my last agreement, I did exactly as I was told, and wrote a check to PNC, XX/XX/22,, yesterday on XX/XX/22, I got a late none payment notice from PNC, I went to the branch and was XXXX XXXX to speak to the manager and they refused to give me the number of someone higher up, finally a assistant manager spoke with me to resolve this, I had to write another check with a higher amount to satisfy the loan then I personally took it to XXXX to send it to the mortgage department, I seems this not a truth in lending process per my mortgage agreement and a negative affect on my credit score
Company Response:
State: IN
Zip: 47150
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I tried to close my accounts at PNC Bank in XX/XX/2021. They refunded my deposit, but would not close down my credit debit cards. See attached declaration.
Company Response:
State: DC
Zip: 20007
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A