Date Received: 2021-12-17
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Hello, I have a loan with PNC bank, and it has been a terrible experience. At the beginning of my loan, I was being hit with late fees even though I was never 30 days late. I may have been a few days and or a week late on making a full payment, but never a full 30 days. In time, I was able to start making payments that exceeded the amount I owed every month. I would pay anywhere between {$100.00} to over a {$1000.00} depending on how much I made that month. In XXXX of XXXX I moved to a new apartment. I called PNC to let them know I moved and gave them my new address. In either XXXX or XXXX, I got an offer from XXXX XXXX to refi my car at a better rate. They asked me to call PNC to get my payoff amount, so I did. While on the phone I was asked if I wanted to see if I could get a better rate and be retained as a customer. I agreed. They transferred to someone who told me I was well qualified for a 2 % interest rate, and he needed to collect some information from me. After I gave him my information, he told me someone from processing would be giving me a call to collect documents. Nobody called. I called a week later trying to figure out why nobody contacted me. I was told I didn't qualify for the interest rate promised, and the guy wouldn't transfer to anyone to see if what I actually qualified for. A week later I got a letter in the mail from PNC Bank saying I was rejected because of my credit score. The credit score they disclosed to me was XXXX. Around XXXX or so I noticed I wasn't being sent any statements. I didn't think much of it because I was making monthly payments, electronically through my bank, well over the amount I owed every month. In XXXX of this year, I took a job as a lender and learned about the federal and state laws of lending. As I finished up my training, I started realized again I still wasnt receiving statements. On XX/XX/XXXX at XXXX I spoke with a PNC customer service rep to find out why I wasn't being sent my statements and how much I still owed on the note. The CSR confirmed PNC had not generated a statement for me since XXXX of XXXX. After putting me on hold for a few minutes to find out why she told me the person who she put me on hold to talk said I'm not being sent statements because they mailed me a coupon book. I was trying to remember if I got one, but I really couldn't. The CSR couldn't provide me with a date they were sent. Either way, a coupon book is no excuse for not sending me monthly statements. The next excuse she gave me was I so far ahead on my payments they didn't have to send me statements anymore. I calmly explained to her that overpaying is not a valid reason for a lender to stop sending statements. She had no response. I asked her to start sending me statements again. She said she was not authorized to do so, but would make a request for me. I asked if she would reconfirm the address on file with me. I gave her my current address. She said that was not it and told me my old address was still on file. I called her out because I have received my rejection letter from PNC bank which means they had it, but whoever I spoke with in XXXX & XXXX didn't update my address. The CSR reassured me she was going to make sure it was updated. She also told me someone above her would be reaching out with XXXX hours to handle my compliant. I did not receive a call from anyone until XX/XX/XXXX at XXXX. XXXX XXXX XXXX XXXX who called on the XXXX ) let me a message. I did not have the opportunity to call back right away, however I put a note in my calendar to follow up with her today, XX/XX/XXXX, since I had to leave work early. As I am walking out the door, I receive text messages from XXXX XXXX XXXX XXXX ( my birth mother and father ) all but accusing me of opening accounts in their name. Once again, PNC did not change my address. They sent XXXX and XXXX a letter asking if my car note was opened up fraudulently and as well sent them everything that was supposed to come to me at MY CURRENT ADDRESS! Once again PNC failed to do their job and gave away my account information to people who are not authorized to have it. I called XXXX to ask her why the people that work for her bank can't perform a simple task like changing a borrower 's address. I also asked her why managers are telling their CSR 's to tell customers who over pay don't get statements along with a lot of other questions. She told me she would look into it and get back to me. She wanted to listen to the calls. I provided XXXX with the date and time of my call on the XXXX so she could listen to it. This is textbook UDAP! PNC Bank failed to do the simplest tasks in order to keep me in the dark. I have no clue where they applied my extra payments to the principle of my loan, and nobody I called could give me a straight answer. Not to mention the total disregard for the GLB ACT of 1999 for not protecting my PERSONAL information, XXXX for making a promise about an interest rate that did not come to pass along with charging me late fees when my payments were not late, and the Dodd-Frank ACT since my interest rate is borderline predatorial along with PNC not sending me statements. I could keep going, but I'm sure you get the point. I can not be the only one they are doing this to. It needs to be investigated so these practices come to an end.
Company Response:
State: MD
Zip: 21113
Submitted Via: Web
Date Sent: 2021-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on XX/XX/XXXX of this year 2021.I noticed a large deposti on my account in the amount of XXXX dollars, the check was still pending but someone started removing the money via atm withdrawals and what look like point of sale withdrawals, they took out a total of XXXX dollars to the best of my knowledge, i called the bank on monday as i could not reach no one on the weekend, i was told they would open a case and they would get it resolved within 10 days or at least offer provisional credit, the following friday, the bank said they would decline the check and everything would be fine, i recieved my pay checks on the friday folowing and the bank took XXXX XXXX dollars of my money to pay for the withdrawals that i had filed a complaint on, i recieved a call from a bank represenative by the name of XXXX XXXX XXXX XXXX said that my claim had been denied because i used my bank card a couple of times after i made the complaint, i was never instructed not to use it, they just told me to change the password, i believe this was just a ploy to restart the claim so provisional credit wouldnt be issues, i have called everyday for 10 days and no one has been able to get this resolved, i have spoken to roughly XXXX agents at PNC on XXXX phone and in person and no one seems to know what they are doing or how to help me
Company Response:
State: TX
Zip: 75060
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is being filed against PNC Mortgage Co. due to the fact that they have refused to mail me a statement for my XX/XX/2021 payment which would bring my mortgage current. Due to the XXXX virus pandemic I was having problems paying my mortgage on time. My county- XXXX XXXX has been assisting their residents with funds from the CARES ACT to pay their mortgage. They will pay the principle and interest and I have been paying my escrow. The mortgage company has a policy of not accepting/ posting partial payments but I have kept them informed of what is going on and they have been accepting my county 's portion of {$490.00} + my portion of {$380.00} : now that my payment for XX/XX/2021 will bring mortgage current they are refusing to mail me a statement. I have ask for a statement when I made my latest part of my payment for XXXX on XX/XX/2021. The person that I made my payment with said she would see that I got the statement ... I've got nothing. On Monday XX/XX/XXXX I received a call from some guy at PNC, who didn't Identify himself, instead he begins to tell me that since I was always late with my payment that I should go back on a forbearance plan. I told him that payments made in XX/XX/2021 would bring my mortgage current and I asked him about getting me statement in the mail. He said he would see what he could do, or I could go to one of their new locations in the XXXX area and get the a copy of XXXX statement printed out asked him to hold for a second so that I could get a pen to write his name down, he said ok, instead he hung up. I have gone to two different branches ; each time at first I was told yes then they came up with the lie that they couldn't because they couldn't be sure I was the mortgage ownerthough they were given my Texas driver license and I showed them my XXXX statement which had with me. Since this Decembe payment will bring my account current, I know what they are attempting to do since I can't submit to my county for their assistance without a statement, PNC has decided that they will force me back on a forbearance plan because the guy who called me alluded to that. I need some help quickly from you all because they are trying to add every fee that they can come up with such as late charge fee, late charge assessment fee, etc., etc. In conclusion, can I please get some assistance quickly from the CFPB, because PNC is just the lowest of low and I am trying to move my mortgage to a more fair and reputable company. Thank you.
Company Response:
State: TX
Zip: 77489
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: PNC purchased BBVA and converted all accounts as of XX/XX/XXXX. I have three business accounts and one personal account which all had automatic payments set up and transfers between accounts. First, we had no access to our accounts or money from XXXX PM on XX/XX/XXXX until XXXX AM on XX/XX/XXXX. After two more weeks I finally got access to all my business accounts online and via app but Im still not able to get any access on my personal account. I submitted a signed request form with the bank and nothing was done. The second time I went in to check on it they told me I had to have two signatures and they didnt have a form for that. I also have a loan through them that they can not seem to find now either. I am incurring return payment fees for automatic drafts set up through vendors. Was told that old account numbers would be honored until the end of XXXX but they are not. Told me they can not reimburse any fees at the local branch. Now they want appointments only when I go visit the bank. This entire conversion was a complete mess and they need to own up to the problem. I wish I could sue!
Company Response:
State: TX
Zip: 77532
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Dear Ma'am or Sir : I had an account with XXXX XXXX for years. It worked great. Earlier this year XXXX XXXX was sold to BBVA bank, who's software wasn't as good, but was at least functional and professional looking. Then BBVA was sold to PNC. Their software -- my primary interface with their app -- looks unprofessional and scammy. It even shows me advertising. Not only that, but PNC 's software does not work. Their customer service does not respond to phone calls. Over the course of this year my banking experience has gone from pleasant to predatory. I am XXXX and suffer from XXXX XXXX XXXX XXXX XXXX. I have had a brutal 3 years, where I have been struggling with my health, career and finances. There is not a local PNC bank in XXXX XXXX. There is not an ATM that will accept a PNC deposit in my city. This wasn't a problem at XXXX XXXX, nor at BBVA -- their apps accepted checks. On XX/XX/2021 I recieved my California Stimulus check for {$600.00}. This money was needed -- I had bills to pay, including my health insurance. I went to deposit the check. The check deposit function on the app was far more difficult to use than previously, but I finally got through the photograph stage and then received the notice in the app " Mobile Deposits are not available at this time. Try again later ''. I tried again on Saturday and Sunday. The next week I reached out to tech support through their ( very hard to find in their scammy app ) chat functionality. On XXXX evening I was finally told to contact their technical support and given a number. I tried calling the number to find they were closed for the day. Thursday was XXXX. On Friday I asked for a callback from the company. The company called me, said I was next in queue and then the phone rang for 45 minutes before I gave up. By now I was getting desperate. It was the end of the month and I had bills. On Monday morning I called first thing. I was told that PNC did not accept California State Stimulus checks because of fraud concerns. I asked to speak to a manager, and I was put on hold for 15 minutes and then hung up on. I called again and finally talked to a manager, who told me the same thing. I could mail my check to them, and they would deposit it in a few weeks. I filled out my first complaint with the Consumer Financial Protection Bureau. I got a call back from a higher up manager who said that PNC 's policy was to accept California stimulus checks, that only money orders and hand written personal checks were were restricted from depositing over the mobile app. I had turned overdraft protection off in the app. Despite this, PNC allowed 3 transactions to go through, one for {$23.00}, one for {$1.00} and another for {$5.00}, and charged me a total of {$100.00} in overdraft fees. {$100.00} is a lot of money to me right now. I still haven't paid my insurance premium, which is keeping me alive. I have no compunctions describing PNC 's behavior as predatory. PNC bank has endangered my health, has severely disrupted my life, has caused real harm to me. I started this year with a bank that had worked for me for years, and I've ended it trapped with a predatory institution. They are kicking me when I am down. This bank is predatory, and should never have been allowed to buy BBVA nor XXXX XXXX. Why are you letting this bank buy everyone and get bigger and bigger?
Company Response:
State: CA
Zip: 90731
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a PNC SmartAccess prepaid card. On XXXX XXXX I tried to load {$1100.00} on the card at the branch ATM. I deposited {$600.00} then i tried to load {$500.00} more. A screen popped up saying i was exceeding my daily limit but gave me the option to enter an amount. I put {$300.00}. It accepted the {$300.00} but kept {$200.00} and didnt credit my account nor did it give the money back from the ATM. I immediately tried pulling the {$300.00} out thinking that it would give back the whole {$500.00}. It didnt. I called the number on the back of the card and filed a dispute. After a few days I call to check. The lady said they were still working on it. After 2 days I went into the branch in XXXX ga. I spoke with XXXX XXXX. She called and they said they were still working on the dispute and I should see something in my account within 4 days. I waited and nothing was in my account. I go back to the bank and spoke with the branch manager XXXX XXXX. He called and spoke with XXXX about it and she said today was the XXXX business day. He told her as per my agreement as the cardholder i was due a provisional credit. They hung up. I go home and I get a call from XXXX and the voicemail Message said I didnt have any dispute filed yet. I go back to the bank the next day and XXXX ended up getting the run around and I didnt get my money back still.
Company Response:
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My first comment is that you did not allow me to make a selection based on FRAUD. Money was stolen from our bank accounts. If you are not the department that handles fraud please advise me asap. I will continue with this complaint in the hope that you CAN offer assistance. I am a resident of AZ an was visiting family in the XXXX area. My parked/locked vehicle had a window smashed and my purse was stolen from it @ noon on Sat. XX/XX/2021. I filed a police report with the City of XXXX, OK immediately, and can provide that info if needed. I called PNC Bank that same day and reported my debit card stolen and asked them to cancel it, to put an alert on my account, and send a new card to my AZ address, which they did. I returned home via car as I had no ID to fly back. Then @ 3 weeks later, on XX/XX/2021, XXXX rec 'd an email from PNC Bank that my checking account was at a {$0.00} balance and I immediately drove to our local branch in XXXX XXXX, AZ. The teller, XXXX XXXX, informed me that 3 checks had been cashed out of our account at 3 different branches in Alabama for a total of {$12000.00}!! Our Money Market account acted as overdraft protection, so they processed all three checks even though that much was not in our checking account!! I explained to XXXX about my identity theft and brought him a copy of the police report the following day. He had me sign 3 separate affidavit forms, stating that I had nothing to do with those withdrawals- it was blatant fraud. Since then I have left numerous messages with PNC 's Customer Service line and even on their Fraud Investigation line. I got a phone call once from ( sp? ) XXXX XXXX, asking if anyone had contacted me yet. I also spoke to and received an email from XXXX XXXX, a Case Mngr in Retail Support XXXX, ext XXXX in which she advised me it could take up to 120 days for our money to be returned, and then suggested it may only be 30 days. She indicated our {$12000.00} COULD be returned by Sun, XX/XX/2021 but I have called her back & left a message to confirm that, and have not heard back from anyone as of writing this complaint. This is an extreme hardship on us to have that money stolen and not even been given a provisional credit to help us through to pay our bills, especially at XXXX time. The way they have ( not ) handled this is totally unacceptable to us. It has been 30 days since our money was stolen and we need help to get it back!
Company Response:
State: AZ
Zip: 86314
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Over the course of 3 months there has been multiple fraudulent charges made to my account. I have requested PNC Bank close my account, or change the account numbers on my account. They will do neither. My balance was positive, and they still will not close the account after asking multiple times. Due to fraudulent activity along with the issue of charges processing multiple days after posting to the account, and charges reversing just to be recharged and concur fees associated with said charges I do NOT want an account with PNC any longer.
Company Response:
State: NC
Zip: 27609
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 my HOA XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX sent all the residents in my building a letter stating that Flood Ins for our units have changed from an XXXX to XXXX. Therefore, we were no longer required to carry flood Ins. I sent the letter to my Mortgage Company PNC, along with the Flood Certificate, showing that the XXXX Community number on the flood map is the same as the new Fema Map # is XXXX XXXX, which shows that my property is now located in flood zone XXXX and Flood Insurance is no longer required, per FEMA. Per PNC Bank, the want a XXXX Letter, which I can not obtain. PNC will not accept the new FEMA MAP or the Flood Cert that was provided to me by XXXX XXXX XXXX. PNC is now requiring for me to obtain Flood Ins or they will put forced placed Flood Ins on my home. I can not afford to pay for Forced Placed Flood Ins. By doing this, this will cause my mortgage payment to increase considerably, which will force me to sell my home or go into foreclosure. My HOA paid the flood Ins for my property in the past, but dropped it, due to the new Fema Map. There is 6 units in my building, I am the only person that has PNC and the only person required to carry flood Ins. This is just ridiculous, and I can get no where with PNC. PNC is not fair and is ignoring FEMA.
Company Response:
State: FL
Zip: 33772
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: The nature of this complaint arises from the consumer ( XXXX ), being Hacked this past Friday. XXXX, was the victim of a scam as a result of being a XXXX XXXX customer. It appears that someone was trolling the XXXX XXXX and I was called back five minutes after dealing with the XXXX XXXX concerning a printer issue. Henceforth, XXXX was vulnerable to these financial crimes. XXXX learned this past Saturday, that the criminals hacked into his computer stolen the sum of {$400.00} and of that sum, monies {$150.00} were transferred to a online Bank using XXXX XXXX that operates in the virtual world. XXXX alerted his Bank ( PNC Bank Fraud Unit ), that Saturday. The Fraud unit took the report and locked his account. XXXX was told to go the the branch and open a new checking account and obtain a new ATM card. On MondayXXXX, XXXX did just that. The Branch Manger ( XXXX and his Associate, XXXX ) were on the phone to the Fraud unit for over an hour. XXXX, then suggested, he would call at home ; XXXX was on the telephone for Three Hours awaiting to speak with a Representative of PNC 's Fraud unit to unlock his old account and transfer his funds to the new account. The essences here is, XXXX was on the telephone on XX/XX/2021 for two hours trying to get his electronic banking set up and to get a explanation why PNC placed a hard hold on a check for {$42.00} in change or there about. There were plenty of funds to cover this check. XXXX has no- access to his money in his savings or checking account. He is told, that no one wants to work, and PNC is saving excessive amount of money running a Bank on a shoe string at the expense of the customers. This is clearly, unacceptable and not something any customer should tolerate. I can not buy the argument that no one wants to work. Maybe, it is the Bank does not want to pay, or hire older candidates.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A