Date Received: 2022-01-06
Issue: Trouble using your card
Subissue: Account sold or transferred to another company
Consumer Complaint: On XX/XX/2021 PNC Bank took over my credit card account from BBVA. Once PNC took over the credit card account I never received any paper statements and my credit card account was never added to my online banking. I have repeatedly called PNC to inform them I was not receiving any monthly paper statements and my credit card account had never been added to my online banking. I am basically in the dark as to what charges are being put on my account. I have called PNC every month at least once about these issues. To date my requests have been ignored by PNC Bank.
Company Response:
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I closed a checking and savings account with PNC BANK XXXX XXXX and while i was closing the account XX/XX/2021 the bank account charged a fee of {$40.00} which was then waived. PNC Bank however is attempting to report my closed accounts to a consumer reporting agency. I spoke to PNC bank directly that has assured me there is no pending balances or unpaid charges on the account. The account numbers are XXXX and XXXX
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I was assessed 2 overdraft charges of {$36.00} on XX/XX/XXXX. The day after I was able to get my account from the negative balance. That same day I contacted a rep from PNC to request of one or both of the fees could be removed ( because I was wondering why I would get 2 overdraft fees at the same time ). I told the rep, that it was odd to incur 2 fees for one item that was caused the overdraft. He couldn't remove them to no avail so he sent a notice for a account supervisor to get in touch with me. So today ( XX/XX/XXXX ) at approx XXXX am XXXX I was contacted by XXXX. Well she lied as to why both of the fees couldn't be removed, she stated I needed to be in the " low balance alert program '' and I needed to do that on their website. I then told her I was in the " low balance alert program '' and that it was automated to my account. I then explained that person with her title could just credit me the {$36.00} if she couldn't have it removed. I then mentioned she probably had bias against me ( I'm a XXXX XX/XX/XXXX and that's why she came up with such a poorest lie. I have our conversation recorded ( starting at XXXX ). I will also upload pics to verify I'm already in the " low balance alert program ''.
Company Response:
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Friday, XX/XX/XXXX, I discovered my PNC checking account had fraudulent charges. The dates the disputed transactions cleared my account are between XX/XX/XXXX and XX/XX/XXXX. During this time period I was in possession of my debit card at all times. Someone skimmed my card and was using my card at the same time as me during week of XX/XX/XXXX. When I discovered my account had been compromised, I called PNC, and the rep walked me through locking my debit card, and advised me to go to the branch or to go online to dispute the charges myself. I went to my local PNC at XXXX XXXX XXXX, XXXX, Indiana, that afternoon and met with the branch manager. He issued me a new debit card. He advised me to wait to file my dispute because I still had transactions pending, and he said they need to clear before I can dispute. He said if I dispute the other cleared transactions now, and went back to try and also dispute the pending, it would cause issues with my dispute. I waited for all transactions to clear and on XX/XX/XXXX, I went on PNCs online portal and filed the dispute myself. PNC only allows you to dispute 9 transactions per dispute submission. Each dispute asks questions about if I had my debit card? Do I want a new card issued? Etc. I chose my 9 highest transactions and filed the dispute. However, in total I really have 14 fraudulent transactions that range from $ XXXX {$95.00}. There are multiple smaller transactions for {$1.00}, {$1.00}, {$1.00}, etc. When I filed my initial dispute, my thought process was that I would just file one dispute for the highest charges and forget the smaller amounts because it wasnt worth my time to go through the tedious process again. My initial dispute reference number XXXX was for {$450.00}. I received a letter dated XX/XX/XXXX, that the dispute investigation has been complete. During our review of your account and the documentation available to us, we determined no error occurred and the transaction ( s ) is valid. You have the right to request the documentation we relied on in making our decision. I called the number the letter advised to call if you have questions or would like to request a copy of the documents, we relied on in making our determination. The representative I talked to didnt know exactly why my dispute was denied. She thought it had something to do with that I had my card. My understanding was that perhaps I had answered the questions during the dispute incorrectly. I explained, I wasnt sure if I was answering right because I had already been issued a new debit card a few days prior to the dispute. The lady said we can refile and she filed a new dispute. The dispute reference number is XXXX for the amount of {$450.00}. I received a letter dated XX/XX/XXXX that denied this dispute as well. Once again, I called PNC. This representative also went through notes and said there isnt a clear code of what being denied for, but based on notes thinks there are disputed and non-disputed transactions close together. This is when it occurred to me, that perhaps me not including ALL charges in my initial dispute is causing the issues. I explained to the rep that I initially just filed the 9 highest charges, because I wasnt so worried about the smaller charges. This rep also thought that there was an issue with my card and advised me that I needed to cancel my card, and be reissued a new one. This rep filed what I assumed were the same charges we discussed over the phone to include all transactions and because there were more than 9 charges, she filed two disputes : reference XXXX for {$380.00} and reference XXXX for {$260.00}. I did get a call from someone in customer service while this dispute was pending that explained I didnt need a new debit card issued. I went through the history of my dispute filings with her, and she basically said all we can do is keep refiling. These two disputes were also rejected XX/XX/XXXX. Once again, I called PNC and spoke to a representative that could not tell me why my disputes were denied. Per PNCs denial letter, I asked for him to send the documentation used to make this decision. I will include this as documentation for the complaint. All PNC sent was one letter that provided the name/phone/address/type/transaction date and amount. I called back and spoke with another representative hoping that someone else could provide more information ; or surely theres a manager or someone to escalate this situation. This representative went through the notes, again unsure exactly why it was denied, but said we can re-file. These two disputes were reference number XXXX for {$340.00} and reference XXXX for {$280.00}. Please keep in mind, each of these disputes is approximately an hour phone call in which I have to go line by line through each transaction again ; my whole story ; and questions of my first and last authorized transaction, did someone have my card, etc. Once again, these disputes were denied XX/XX/XXXX. Frustrated, and feeling like Ive clearly been getting nowhere over the phone, I visited my local PNC branch. I explained my story again : My card was skimmed. I had my card and was using my card the same time during about a week period. In addition, I was out of town for almost 2 days while my card was being used fraudulently in XXXX. To me, this simple fact that geographically these charges couldnt be happening simultaneously, should be enough proof that there was fraud on my account. I have been a customer of PNC for over 10 years, maintain healthy account balances, and have predictable and repetitive spending behavior. Surely someone could sit down face to face with me, hear my story, go through my transactions and help me file this so that it is acceptable to PNC. The branch manager could not help me, and said everything is handled by the dispute department. She told me I needed to call the 800 number on the letter. I advised her Id been doing that for months and not getting anywhere. Finally, she decided to call PNC herself with me in her office. She advised me that the reason for denial was that the card was present at transaction and card was in possession. She then wrote down the merchant names and phone numbers for XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX XXXX. They told me that I should contact the merchants directly to talk about the purchases. I advised her that I did NOT dispute the XXXX XXXX transaction. As a matter of fact, I specifically remember getting irritated with the previous rep filing the last dispute because XXXX XXXX is in the middle of other disputed transactions. There are several disputed XXXX XXXX charges and in the middle of these charges is my UNDISPUTED XXXX XXXX charge. I went home, looked up addresses for these places and tried calling a few unsuccessfully. I got the run around from the merchants and no return phone calls. Honestly the addresses for these businesses are in parts of town that I would not visit. How can PNC say my card was present at the transaction when I physically had my card at all times and know where I was and wasnt? Where is the onus on the merchant to prove I used my card? I drove through XXXX XXXX the morning of XX/XX/XXXX, dropped my kids at my in-laws and drove over three hours to XXXX, Indiana and stayed there that night and next day. As a matter of fact, I have several charges in XXXX, including at ATM withdrawal. How could my card be present at these transactions in XXXX and XXXX at the same time? At this point, I was assigned someone from the escalation team that reached out to me named XXXX XXXX. She went through my whole story again. She really couldnt help me understand what we need to do better in the process to file the disputes; just said that shed be at least a set point of contact to help through the process. I explained to her that I didnt feel like this process is fair because theyre filing over the phone, I dont see what theyre submitting and dont get a copy, so I dont know if the information is correct. Case and point, the last dispute that include a XXXX XXXX charge, that I promise if you pull my recorded conversation I did NOT dispute. I remember this because I used a swear word and said Yes I went to ** XXXX XXXX! because, again, this non-disputed charge in the middle of disputed charges seems to blow PNCs mind. But again, I did not dispute this charge, yet it was listed by a rep in my denial. In hindsight, going through all these claims and reference numbers, theyre all different amounts. I feel like weve got to a point where I screwed up in the beginning by not including all charges ; but some of these subsequent claims were denied in part due to the lack of competence by the PNC employees. I asked XXXX if I could get copies of all my disputes Ive filed, and for the documentation I have the right to referenced in my denial letters. XXXX said she would see what she could do and follow up with me. I also told XXXX that I wanted to print off my bank statements and be in front of my computer to go through with her. In the past, I was on my mobile app trying to scroll through charges. My thought at the time is PNC has their processes, everyone Ive talked to sincerely seems like theyre trying to help me, were just tied up in the bureaucracy and policies and procedures of a major corporation. Lets get all the claims and be on the same page to file one correctly. XXXX followed up and advised me that she could NOT provide me with any of my past claims, and that basically they dont have to tell me why my disputes were denied ( despite a letter saying they will? ). At some point in my back and forth with XXXX, she must have left the company because I no longer could get ahold of her via phone and her email address no longer works. On XX/XX/XXXX, I refile my disputes again with XXXX at PNC. Reference number XXXX for {$170.00} and reference number XXXX for {$270.00}. She also filed a Security Incident Report reference XXXX. This was the first time in my months of refiling, to hear about a Security Incident Report. XX/XX/XXXX, this dispute was also denied. I once again called PNC, and spoke with XXXX who advised me my claim was denied because within minutes of disputed charges you have non-disputed charges made. However, PNC will not tell me what charges within minutes of each other are the issues. This is why I can only assume the XXXX XXXX charge in the middle of the XXXX XXXX is causing the issue. On XX/XX/XXXX, I refile the disputes with XXXX. Im adamant trying to verify that there should be 14 charges that total {$620.00}. XXXX was having an issue filing the disputes and instead of filing 2 disputes ( one with 9 transactions, one with 5 ) ; he had to file 14 individual disputes with reference numbers : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. I received a call from XXXX in Executive Client Relations on XX/XX/XXXX. She said she would be my advocate and try to help. I went through my whole story again with her. I understand why some of these earlier disputes were denied. But I feel like PNC is making errors in re-filing. And I also feel like no-one at PNC is able to help me file this dispute correctly. Seriously, look at my account and account history. Does it make sense after ten years, for me to just one day decide that Im going to try and scam PNC out of {$500.00}? Again, I was out of town with transactions that support that. At this point she could see that my recent 14 disputes from XX/XX/XXXX were denied and said she would look into my case. She did tell me she would be out of the office the following week for a few days for the holidays. I advised I understand, Im not in a huge rush, I just really would like her to thoroughly review and try to figure out what we need to do. We played phone tag through the holidays and spoke on XX/XX/XXXX. XXXX said she spoke with a manager in disputes and assured me that these were all correctly denied. Im being told my transactions are denied because my card was present on me and that there are disputed and undisputed transactions within minutes of each other. However, PNC will not tell me which transactions are within minutes of each other so that I could explain. I have a hard time believing that a fraud and dispute department doesnt understand the concept of a skimmed card, that I physically had my card and yes, someone else was also able to scam and use the card at the same time. On the same token, I used to get automated phone calls from PNC when it thought there was suspicious activity. I would think that PNC can look at my account deposits, balances and history and have the common sense to acknowledge that Im just an average customer, Im not some elaborate fraudster out to scam the system and PNC. XXXX basically told me PNCs company policy is they cant go into specific information on the disputes. I understand that there is a lot of fraud and scams out there. XXXX said that we would need to refile again. I advised her I was driving and did not have my bank statements with me and would be out of town for a few days. We scheduled a call for Thursday, XX/XX/XXXX at XXXX. I did not hear from XXXX this day as planned. I left a message for XXXX Monday, XX/XX/XXXX. PNC 's dispute process is unfair and deceptive. The consumer either has to attempt to file a claim on their own or is bound to file via a PNC rep over the phone. In my five months of refiling claims, PNC will not provide me with a copy of my claim, so there is no way for me to verify the claim is being submitted correctly. I understand why PNC may need to be intentionally vague on dispute processes ; however, their dispute process/policies are borderline deceptive. Almost every single time I called to inquire about a denial, the rep fumbled around reading notes and would comment to the effect of " I'm not really sure '' or I was told " there is no code. '' Standard operating procedure is deny, refile, deny, refile, deny..Not one person I've talked to has been able to help me more than offer to " re-file '', this includes the Executive Client Relations rep. How is this process not totally deceptive and abusive to the consumer? Furthermore, it seems to me that PNC is also trying to get out of dispute claims on technicalities. My 14 disputes were lastly filed individually. PNC could have easily approved and denied which individual transactions it wanted to pay.
Company Response:
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: Received a PNC bank debit card on XX/XX/2022 that was unsolicited and never applied for. Called bank and they said someone applied but the email was not one of ours.
Company Response:
State: OH
Zip: 45241
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I am the owner a small business named XXXX XXXX XXXX XXXX XXXX Over the past year I have been charged $ XXXXmonth from PNC Bank for a merchant account. When I called PNC merchant services, they can not find my business or myself in their computer system. I was told by PNC Bank merchant services that I should file an affadait with my bank ( XXXX XXXX ) to have the money returned. I approach XXXX XXXX and was told by the Branch manager that I needed to have something in writing from PNC bank to stop future XXXX funds removal. I told them I spoke with PNC Bank and they can not find me in their computer system and their is nothing they can do. I have called, written, and even went to local PNC Bank branch to stop this from happening to my checking account. Is there something you can do to stop this from happening and return my money? I have been messing with this for over a year now.
Company Response:
State: IN
Zip: 46038
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I have been a customer at PNC Bank since around XXXX. I have a checking account, and also own a debit and credit card. Around XX/XX/XXXX, I lost my debit card and I called PNC to report a lost card. The agent who received my call noticed that I had been a customer at PNC a long time and offered to upgrade my checking account to " Performance Select '' because I had been a customer for PNC for a long time. I asked him if there were any fees associated with the account and he said no. I agreed to upgrading my account. On XX/XX/XXXX, I realized that PNC made {$25.00} service charges on my checking account for each statement in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. According to PNC, the minimum balance for the checking account with Performance Select was {$5000.00}, but they did not inform me that there was a minimum balance requirement for the account. Additionally, I did not receive any email, mail, or phone notifications that my account was under the minimum balance requirement or that PNC was making service charges on my account each month. I called PNC to resolve the issue, and they agreed to waive the service charges in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. However, they refuse to forgive the service charges in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX.
Company Response:
State: CT
Zip: 06511
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: We contacted XXXX XXXX XXXX about a refund for XXXX separate charges in which we were to receive a brand new phone number, as our emergency cell phone was ringing off the hook. Each time they sent us a RECYCLED number, which had the same issues of non-stop calls and messages from people we didn't know. XXXX XXXX XXXX said they had 'no apparatus ' to start a refund, and that if we wanted a refund to 'contact our bank/credit provider. ' We were told this over 5 times. We contacted PNC bank and started a dispute. PNC bank contacted us and refused, stating no billing error had occurred, even though we explained it was not a billing error. I contacted a manager in the dispute department at PNC, to whom I explained what had happened. She stated XXXX do not dispute prepaid phone charges ( Which makes no sense ) and said she would 'resubmit ' the disputes after I explained what had happened with the purchases. PNC notified us they had once again declined the disputes as there was no billing error. For over one month I have tried to contact the dispute department manager at PNC. I was told on XXXX separate occasions that she would call back the same day. She never did. I contacted XXXX XXXX XXXX, our PNC Private Client Advisor, who notified this manager that she should contact us as it was urgent. She never called. The dispute department says she is 'busy ' when I call, and refuse to connect me with her or another manager. Today, XX/XX/22, I called and PNC Private client advisor XXXX, MLS ID # XXXX ' stated that both the dispute and retail service departments had declined my phone call. There is a woman named XXXX XXXX XXXX who supposedly is in charge of this problem, and I have emailed her XXXX times, called XXXX times and have yet to hear from her ( She did actually call at one point, but has not tried to contact us again, despite repeated attempts. She also never answers her phone. ) I'm so fed up with this ; this is beyond dispute, as XXXX XXXX XXXX has stated specifically to contact our bank. The bank is taking the position to do nothing, which is hard to believe.
Company Response:
State: PA
Zip: 18704
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: PNC Bank, with whom I have never opened an account with, is attempting to collect money from me
Company Response:
State: CA
Zip: 90017
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have three zero-balance accounts with PNC Bank that I would like to close. At approximately XXXX eastern time on XX/XX/2022 I was connected with a representative who gathered my information, carried on a conversation, and asked how she could help. The call quality was pristine. As soon as I told her I wanted to close my accounts, she immediately said that she could not hear me. For roughly 90 seconds, I would say something, she would immediately say " I can not hear you '' only after I spoke. When I pointed out that she only said that when I spoke, she quit responding and disconnected the call roughly 15 seconds later. Further attempts to request a callback or reach support via the @ PNCBank_Help XXXX account have not led to any communication from the bank, and since they do not offer an online account closure I am unable to close my accounts.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A