Date Received: 2021-12-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2021 at about XXXX am, I used a PNC ATM to deposit {$700.00} cash into my XXXX checking account ( using my XXXX debit card ). I put my debit card in ATM, put in my XXXX pin #, selected deposit to primary checking account, then inserted 7 {$100.00} bills in the deposit slot. The machine spit out my debit card, but kept the cash I put in. I immediately contacted XXXX and they told me PNC had to fix the problem. I then went to the PNC branch where the ATM was located. They told me XXXX had to fix the problem since it was a XXXX card used. Every day since, I have spoken to several people at both banks and keep being sent from one back to the other. XXXX did file a dispute but immediately denied it saying they saw now evidence of me attempting a transaction. PNC refuses to file a dispute because it was a XXXX debit card transaction attempt. With neither bank willing to help me, I am out {$700.00} and likely will never see my money again! Its a PNC ATM ( pics attached ) but they say its a third party that services their ATMs. All it takes to resolve this issue is for one of the banks to do whats right and file the dispute so they can get the money in my account. PNC admitted they were having ATM problems for a few days, and the machine doesnt print receipts either ... which would have helped alot. This is alot of money to just watch it disappear. This has now put me in a financial burden thanks to 2 banks ( that im a customer of both ) not being willing to fix it! Honestly, this is pure theft but I dont know where to go for help. XXXX XXXX
Company Response:
State: IN
Zip: 46168
Submitted Via: Web
Date Sent: 2021-12-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I'm being charged late fees even though I have made payments 4 to 6 days before due date. I've called many times to try to get this resolved but it keeps happening. I have also written to the bank. I received their response saying that they investigated and found the charges to be valid. I wrote to them again enclosing a copy of my bank statements showing that payments were made well in advance of the due date. They are obviously not posting my payments until after the due date so they can charge a late fee.
Company Response:
State: NY
Zip: 10467
Submitted Via: Web
Date Sent: 2021-12-14
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: My wife and I run a small personal business out of our home. A local bank - BBVA - was who we used for a couple years now. This year that bank was purchased by PNC Banking. The terms and conditions of our account changed drastically- but we need to finish the year out and swap banks on the first. However, the entire year 's worth of banking information from BBVA - prior to the swap to PNC- is gone. We can not access it electronically online- they have shut down the website. We can not access it through the PNC online resources. Now - PNC- is charging us for every single month of records we want from our account. Because of tax obligations we have to reconcile our accounts. They have made the process impossible and randomly expensive. We can't even get the account information from the bank- we have to request, pay, and they will mail it later to us - per the bank teller we went to the bank to speak with. How can we have an account for years, the bank be purchased and WITHOUT NOTIFICATION THAT THE BANKING INFORMATION WOULD NO LONGER BE AVAILABLE - have all access to it shut down? Now only is access gated, you have to purchase access to it. That was not the terms BBVA operated under. If PNC purchased them, they should be obliged to honor the terms of the agreements BBVA had with its customers. How can they just turn our bank account into a revenue stream for access? Is literally no one in the government overseeing the purchases of banks???
Company Response:
State: TX
Zip: 75007
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In 2018, my pension was reduced by {$400.00} per month which was a significant portion of my income, and thus I fell behind on my mortgage loan. In addition to defaulting, the home needed major structural repairs that I could not afford to fix. In the past 3 years, I have attempted to apply for a loan modification but I do not qualify based on my current income not would I have the funds needed to make repairs if I was qualified. I've made several attempts to sell the home but any potential buyers that have shown interest wanted repairs to be made first. I am now in the process of applying for a short sale and I have submitted a completed application to my mortgage lender, I just need an additional 60 days for them to review so that I can close on the short sale. I am in my retirement years and I can not afford to deal with a foreclosure on my credit right now, I just want to get this home off my back and sell it. I need help from someone to reach out to PNC bank and have them give me more time to do the short sale.
Company Response:
State: OH
Zip: 44310
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX & XXXX fraudulent checks where deposited in my personal account after seeking a personal loan through credit karma. The company is XXXX XXXX XXXX. I was told the deposits were to verify that the account was actually mines. I was told after the deposits were made take the money and send it back and the process would be complete. After this my account was put in the negatives ( - {$650.00} ). I XXXX the company and apparently it is a actual company. They have people impersonating they are with this company but actually are not.
Company Response:
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: -requested to redeem 69,939 pts. for cash w/BBVA ( before PNC conversion XXXX ; was explained first need to be processed as a credit to the a/c and once credit hard posts can request a check to be sent out to me ( this took place prior to XX/XX/XXXX ) XXXX ... pts. redemption amount of {$690.00} hard posts to a/c ( resulted in me calling XXXX to ask for and initiate refund check to be mailed out ... explained process would take about 1wk ) XXXX ... XXXX subscription hit a/c and reduced the rewards pts credit to {$680.00} XXXX ... new refund amount of {$680.00} was taken out of a/c ; described as, " sale adjustment XXXX XXXX '' ( XXXX PNC consultant on XX/XX/XXXX call ( XXXX mst ) confirmed this was indeed a description for a refund to card holder and not a creditor/merchant charge to a/c ) -week prior to XXXX XXXX ( possibly XX/XX/XXXX ) ... called PNC bank to inquire about refund check ; had not received yet from supposed mailing on said XX/XX/XXXX date . Consultant verified check had begin requested and processed but since I hadn't received it w/in that month duration another refund check was put into process in said amount ; however, mailed to alternate address due to potential mail fraud purposes. XXXX ... still no refund check received, so called PNC and spoke w/consultant XXXX ( refused to provide employee I.D . or call center location ) explained " check had been requested but not no check could be found '' she spoke w/her supervisor and furthermore explained that this issue had to be escalated to a different dept. since other charges had occurred since the initial request/s. Had the refund processing been handled appropriately the first time there would have been no issue w/verifying charges against credit. XXXX further stated this process could take another XXXX days to complete AND if I don't have my refund check by that time that I would need to call back to see why. Therefore it seems to reason that after this escalation ( and yet another extended waiting period ) my refund check still may not be processed/completed. I would like my money refunded ASAP there was an agreement made to provided me a refund check for the credit that came by way of redeeming my rewards points... It is very unsettling that a financial institution is able to hold XXXX a credit card consumer 's money w/absolutely no recourse to the credit card company. I even asked if once they completed their research and see that there indeed was a credit refund check for said amount if they could overnight the refund check since I have been dealing w/this issue for XXXX months and XXXX said her supervisor no to the request ; furthermore displaying the lack of respect and professionalism and responsibility that you would come to expect from a financial institution, after all if the situation was reversed and I owed them money the 'd exhaust every major power resource they had to collect payment. Not ethical for the credit card company to give same regard.
Company Response:
State: AZ
Zip: 85746
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Not a duplicate compliant. The issue is not resolved. XXXX XXXX The company failed to actually resolve my disputes. I have a new one that has proof from a government official but PNC refuses to process my refund.
Company Response:
State: MD
Zip: 21740
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-13
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Due to a malfunction with PNC bill pay ( the check never arrived ), my PNC credit card was unpaid. This alone is frustrating enough, but the inability to reach a person who can resolve this issue has cost me several hours of my time, and nearly my sanity. Here are the events in chronological order : XX/XX/XXXX The date that I scheduled the balance of my PNC credit card to be paid ( {$10000.00} ) through PNC online bill pay. XX/XX/XXXX I called PNC Credit card ( XXXX ), to find out why my payment had not yet arrived ( and to advise that now I had late fees and interest fees that I should not be held accountable for paying ). The representative advised that sometimes bill pay can take longer than expected, and that I should have transferred the funds directly online vs. doing it through bill pay ( which was good to know but didnt help to resolve the situation at hand ). I am very surprised that PNC generates paper checks and sends them by USPS from one PNC department to another ; this seems highly inefficient. Additionally, if transfers are the preferred method of payment, then the online banking system should have a notification to address this. The representative advised waiting a few more days for the check to arrive, and that the late fee and interest fee would both be waived once it arrived. XX/XX/XXXX I called PNC Credit card, to find out why my payment still hadnt arrived. After the representative gathered all of my information, the call was disconnected. XX/XX/XXXX I called PNC Credit card, to find out why my payment still hadnt arrived ( second call today ). After the representative gathered all of my information, and attempted to transfer me, the call was disconnected. XX/XX/XXXX I called PNC Credit card, to find out why my payment still hadnt arrived. The representative advised that they needed to wait at least a week, and that I should just wait until Tuesday ( XX/XX/XXXX ) and call back then. I then requested that SHE check in with me on Tuesday, to advise what had transpired and next steps, since I had already spent so much time dealing with this, and this issue was not my fault. She agreed and said she would reach out to me via email on Tuesday, XX/XX/XXXX, to advise of next steps. She said she would put in a request to remove both the late fee and the interest fee. She did not, however, warn me that my card would go into delinquency, causing issues with paying merchants, and other electronic payments I had scheduled, all of which would cost me even more time and hassle to unravel. XX/XX/XXXX I became aware, because my card was declined at a merchant, that my card was now in delinquency. This caused me an inconvenience to have to ask someone to provide data for another card to use to pay my bill and was embarrassing. I also had to go to a few different websites to enter alternative credit card information, since I had the card set up as the mehod of payment for a few accounts. Additionally, I received an email notification from XXXX that my credit score had decreased. This caused me great angst as my credit score is something I work very hard to protect. XX/XX/XXXX I called PNC Bank again. I dont have records of what transpired on this call, but there was no conversation or resolution. XX/XX/XXXX I attempted to call PNC Banking customer service ( XXXX ) to resolve the issue directly with bill pay, wondering if perhaps they could do something about it, since I had no luck with previous calls to the PNC credit card staff. I was on hold for more than 76 minutes, after which the call was picked up ( the hold music stopped ), but there was no voice on the other end of the line, and I attempted several times to get someone to answer me, until I just hung up. XX/XX/XXXX I called again to the PNC credit card number ( XXXX ) to try to resolve the issue, and I spoke with XXXX. XXXX advised me to do a transfer payment for the minimum amount due ( {$100.00} ) to get the credit card out of delinquency. None of the representatives I had spoken with previously had advised that I do this in order to prevent the card from becoming delinquent ( while I waited for the bill payment to arrive ). I did this transfer immediately, and the card was again usable. XXXX said she would file a complaint on my behalf, and shared information with me as to how to file my own. However, XXXX was unable to remove the late fee from my account and had to open a ticket to escalate for someone to investigate and address this item ( which I had already been promised ). XXXX said she would transfer me to the online bill pay department, in order to put a stop payment request on the check. When she hung up ( after transferring me ), I received a voicemail stating that there was no one to answer my call, and that I would need to call back within normal business hours. XX/XX/XXXX I called PNC credit card, spoke to someone to explain what had transpired ( again ) and requested that I be transferred to the online bill pay department, and that she ask them to waive the stop payment fee. When the representative hung up, the phone rang and rang ( no hold music ), but after 20+ minutes of constant ringing, no one answered. XX/XX/XXXX I called PNC credit card again, spoke to someone to explain what had transpired ( again ), and requested that I be transferred to the online bill pay department, and that she ask them to waive the stop payment fee. She connected me with XXXX from online banking, who was able to successfully place the stop payment on my check to PNC credit card ( the one due to arrive on XXXX ). XXXX was also able to waive the stop payment fee for me ( as was promised to me by XXXX XXXX. As of XX/XX/XXXX, reimbursement of the late fee of {$27.00} is still payment. This issue should never have happened in the first place, and definitely should not have cost me 10 phone calls and over 5 hours of my time ( on just one call, I was on hold for over an hour and then hung up on ). This is unacceptable.
Company Response:
State: PA
Zip: 15101
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: PNC-BANK '' ( Call us immediately at ( XXXX ) XXXX ) XXXX - was sent as a text message to my phone. When I called the number the automotive voice said I needed to activate my card or it will close. I unfortunately answered all the questions such as my social, birthdate, card number, pin, as well as other pertinent information regarding my identity.
Company Response:
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2021-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-11
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: BBVA had a free bank account with no minimum. They apparently got acquired by PNC. I was not informed about this well enough. Account was forcibly converted to PNC account. Suddenly I start getting emails saying your minimum account balance is low. I thought it was a scam at first since I dont have a PNC account. 2 weeks after I get a message saying my account was negative and that I will be charged a fee for account being negative. I immediately transferred {$2.00} to make up for the fee they charged. The kicker- the fee was for paper statements. I was enrolled in Paperless statements with BBVA and of course PNC being scum decided not to honor and likely charged millions of customers {$2.00}. I then begged them to close the account and they refused. I have been trying to get the account closed with no end in sight right now and still being threatened to be charged a fee.
Company Response:
State: NY
Zip: 11710
Submitted Via: Web
Date Sent: 2021-12-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A