Date Received: 2021-11-13
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I was a costumer of BBVA bank, I was sent a letter notifying me that BBVA was now going to be PNC, I received the letter in XXXX and that the final take over would take place on XX/XX/21. BBVA will be closed from the XX/XX/21 at XXXX, XXXX until XX/XX/21 I would not have access to my account until the XXXX. I went threw my XXXX XXXX XXXX XXXX XXXX XXXX to pay my payment of {$640.00}. I made that payment XX/XX/21 since I could not use my bill pay at the bank. As of XX/XX/21 I had {$1700.00} in my account, I had an appointment with XXXX XXXX to fix an existing error by PNC wrong name on my debt card, but while there asked to see what was going on in my checking account, that is when I found out that my checking account was - {$50.00}, when XXXX printed out my account balance is when we found that 2 payments were made to Idaho XXXX XXXX by me threw XXXX. web site the other was done by PNC the one by PNC was done unauthorized, the manager of the bank asked if I had my house payment on Auto pay I said no NEVER EVER, yes at times I will use my BBVA bill pay when I cant get threw XXXX XXXX XXXX XXXX I was told to call my mortgage co to see if they would reverse the charges, which I did, I was told ( do not know the name of person I talked too ). was told it would be faster if the bank put in a dispute. I did on XX/XX/21 reference # XXXX, I was told the money should be back in my account within a XXXX days. ( good as I do have auto bill pay for my health insurance car insurance and my XXXX XXXX XXXX bills that are coming due and with the what the bank did I have no money to pay those bills ), I went back to the bank again as no money was in my account and this was the beginning of the snowball effect, And that is when my account started to go in the negative. I do have over draft protection so they used that, the amount used from my overdraft was {$420.00} which now I am told they will automatically withdraw from my checking account and if not paid in full they will add 21 % intreast on that, *note they automatically took their {$10.00} from my account on XX/XX/21 I went back on XX/XX/21 as still no money was in my account, I was told then it would be on the XXXX and yet again Nope, Now I was told that I had to call the Dispute dept. was told then that it was denied, they refiled a dispute on refer # XXXX I then put a formal complaint /with the bank was told that XXXX XXXX would be handling my complaint I /called and and emailed her XX/XX/21 and another 3 -4 times and not one time did she return my call or email, I called on again on the XX/XX/21 I talked to another person in her dept was informed that XXXX would call me by the end of the day or email me they would file another dispute but I should just leave it as is cause as now my XXXX house payment is made and at least that wont be late as it was due on XX/XX/XXXX even if they got it back now my payment to them would be late and not one time have I ever been late, but her advice is just pay the overdraft fees with the 21 % intrest fees, This has gone on for 4 weeks now and they have not done anything to make this right but tell me to just pay their fees that they caused. So no I don't think I should be the one paying for their mistake not only did they XXXX up my checking account but made my credit card payments late, so I had late fees there, the extra money that I had in my account before they paid a XXXX mortgage payment was to go to get car repairs done on my car. I am not well to do I struggle every day to pay my bills and just stay afloat. I have asked that PNC make it right fix their mistake. What they are doing is wrong.
Company Response:
State: TX
Zip: 78239
Submitted Via: Web
Date Sent: 2021-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: As most people are aware, BBVA transitioned to PNC in the first week of XXXX, to disastrous results. They took five days to transition, during which time it was impossible to do online banking. We were attempting to make a deposit at that time but it was denied by XXXX, and so I contacted my teller on the XXXX of XXXX to find out what to do, as I have a personal relationship with her. ( I am overseas and can not afford to make international phone calls ; this is all by email. ) She never responded. On the XXXX of XXXX I attempted to reach her to get my account number, because my XXXX automatic payment was happening on the XXXX. Without the account number I can do nothing with the account. I never heard back from her. My mother is also on the account ; I'm told that she's taken an extended leave of absence because this horrible transition has become too much for her. I'm told that the local branch in XXXX has two new people working there and lines are out the door. I read online that many customers are very dissatisfied with this new bank. On the XXXX I mentioned my disgruntlement with PNC in a public XXXX. They replied asking me respond via private message. I told them I need my account number. The account numbers are available on bank statements, but I have received no bank statement yet. They told me on the XXXX to get a mobile app. I told them I wanted to do it on my PC, as I have no room on my old mobile phone. They told me on the XXXX how to do get my account number. In the meantime since the XXXX I have been trying to reach XXXX to halt the payments. They don't respond through their automatic process until a few days ago, and they have now halted payments- but not before it went through to my account, eating up the {$75.00} we had in the account and putting me {$230.00} in arrears. Back to PNC - I attempted to get the account number on the XXXX - when nothing was yet showing up on my account and there was still time. But you need an American phone number, which I do not have. On the XXXX they told me that this could be handled with an Escalation Rep, and they asked for more information, and informed the ER. At this point the deposit we were going to make we just used XXXX for because we had no idea when the account number would become available. On the XXXX XXXX thanked me for making a payment. This was odd because nothing was showing up in my bank account yet, which is a financial violation in itself. Nothing would show up for days. Also, I had read online that I needed to inform XXXX of my new bank account so that they could start the withdrawal there. I was never informed at any point before this that they did not need the new account number and it would be automatically transferred over- not until the XXXX of XXXX. ( Note that at this point I still don't have access to my account so can make no deposits. ) This is odd because this all began when the XXXX did *not* transfer on the XXXX, despite there supposedly being no problem with accounts rolling over. XXXX the XXXX they told me pending transactions do not post to an account for 3-5 days. Unlike with XXXX, at this point, a full three days later, THERE STILL ARE NO PENDING TRANSACTIONS LISTED. On the XXXX I began receiving overdraft notices from PNC. This is my first indication from PNC that there is a deduction that took place on the XXXX - pending or otherwise. I inform me that the next major influx of money into my account, the last, had to be moved to another bank account, the deposit from my employer, because he had been asking for a week for the account number and I couldn't wait any longer. I inform them that I can not now find a new way to get funds into that account ; I can't ask my new employer to switch banks. I inform them on the XXXX that I want them to waive overdraft fees as this is 100 % their fault. On the XXXX they do so. I ask them to stop sending overdraft notices. They tell me to download an app to do so. On the XXXX the Escalation Specialist, one XXXX XXXX, finally contacts me. She tells me that there she she tried to call me but could not get through. There is no record of a call on my phone. The ringer and phone are in working order. I have received other local calls and two weeks earlier received a call from the States from another company who was checking on me. My phone is working fine. She asks me to call her. I tell her that I can not afford to do so, and ask her to try again. She does not reply. Ever. I have sent her messages on the XXXX, the XXXX of XXXX, and today, the XXXX. She has never once replied. I have asked repeatedly at the PNC XXXX account why she never sends a message. They never tell me why or respond on this issue. On the XXXX of XXXX they tell me ( not the ES ) that she has repeatedly called me and been unable to reach me. I inform them that not only does she not reply to my emails, but my phone is working and the ringer is working and I am receiving other calls no problem. On the XXXX I invite them to let the ES know that she can reach me at XXXX, XXXX, XXXX, XXXX, XXXX, or XXXX XXXX. They do not respond to this. On the XXXX they tell me she calls and it rings once and that there is no voice mail. She does not tell me that ; the XXXX account does. I tell them that if she would just reply to my emails we could work things out quicker, and my phone is not set to XXXX Not XXXX, which would be expected if someone were actually calling me and it was ringing only once. On the XXXX of XXXX I get an email that I can now access my statement. This would mean I could finally get my account number, and could put money in, if I still had money to do so, which I do not. But of course, their website is down due to " maintenance ''. Today, the XXXX, they start sending harassing snailmail messages to my mother, who is also listed on the account. She is on a fixed income, and has to travel down to the bank from her mountain house to try to fix things. On the XXXX of XXXX I get my account number and inform the Escalation Specialist who never responds that I want my {$75.00} back, the payment to XXXX reversed, and my account closed. I inform the PNC XXXX account of this as well. Had I had this a month ago when I should have there would have been no problem and I wouldn't be overdrawn and could use that {$75.00} for being able to live ; I could just deal with XXXX on my own. Please note that all times are XXXX ( XXXX XXXX XXXX ) so may be off by one day as compared to the bank 's notes. Emails and XXXX Screenshots are available upon request, but I don't think they should be needed. I have no other supporting documents.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-13
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I paid my BBVA ( now PNC ) on XX/XX/XXXX through XXXX XXXX XXXX XXXX XXXX. I started receiving collection calls from PNC after my due date. Every time I told them I had already paid they would tell me to wait to see if the payment posts. I called XXXX XXXX XXXX XXXX XXXX and found out the check ( XXXX XXXX ) was processed on XX/XX/XXXX. I then called to escalate an investigation with PNC on XX/XX/XXXX. They said I would hear from someone in 2 business days. I did not receive a call until today XX/XX/XXXX telling me they are from escalations/ investigations and they have not received a payment. I was told I now need to go to branch and give them my proof of payment with an endorsed check. The copy I have from XXXX XXXX XXXX is not endorsed but I will take it to a branch on Saturday. I have spent several hours trying to resolve this and asked if anyone from PNC can call XXXX to verify the info I have given them. They said they cant. Im still unclear if going to the branch will resolve this issue. This is clearly an issue with the system conversion from BBVA to PNC in XXXX and PNC has done nothing to help resolve it. Im concerned this will have a negative impact on my credit rating. I cant be the only customer this has happened to.
Company Response:
State: AZ
Zip: 85340
Submitted Via: Web
Date Sent: 2021-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: CASE # XXXX In late XX/XX/2021 we had a cyber security breach on our home desktop/laptop. We contacted our bank BBVA within ~ one hour and went to them when they opened the next morning to explain what happened. We closed all accounts at that time and received courtesy checks. Within a month the breach had been resolved, that is, all new accounts for checking, money market ( MM ), credit card, a new modem and even a new desktop computer that had been thoroughly vetted by the XXXX XXXX at XXXX XXXX. At the initial encounter with BBVA after the security breach, we put a hold on our Money Market account allowing money to be deposited but none to be withdrawn. On XX/XX/XXXX I tried to transfer money from our Money Market account to checking but was unable. On Friday XX/XX/XXXX I went to BBVA to inquire and the representative stated that our account was on hold at which time and I asked her to remove it but she could not ( I had forgotten to tell BBVA to release the hold ). The BBVA representative also tried to transfer funds from our MM account to checking, but was unable. Additional inquiries were made by the representative who stated that because PNC Bank was now the new owner as of XX/XX/XXXX, the account could not be released. She made additional calls and stated the hold would be released within 24-48 hours. After 6 business days ( XXXX ) I finally received an e-mail from PNC Retail Support which I responded to and on XXXX I called and also sent an e-mail to the PNC rep who sent me an e-mail but there was no response. Another PNC rep told me she sent a message to the rep handling the case, which needed to be further reviewed ; the Branch Mgr. at the PNC branch I do my banking also escalated the incident to PNC to no avail. It has now been 11 business days and after numerous contacts, escalations, and statements that the hold still had to be investigated, nothing has been done. This is totally unacceptable and I am truly livid. I put the hold on the account and I expect that when I request it being released it is done within a very timely fashion and not told there has been no investigation 11 business days later and the hold still on. If this were happening to you and your money I am sure you would be every bit as angry as I am. I don't know what kind of incompetent charlatans PNC hires but their lack of action and incessant escalations is disgraceful.
Company Response:
State: NM
Zip: 87144
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute on the incorrect fraudulent accounts, inquiries and public records on my credit report with the credit reporting agencies and it has been very much over XXXX days and I have not received any investigation results. I want an answer immediately.
Company Response:
State: IL
Zip: 60411
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: I received an unsolicited VISA card from PNC Bank for an account I closed over ten years ago.
Company Response:
State: NM
Zip: 87111
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: On XX/XX/XXXX, we applied for a mortgage loan. On XX/XX/XXXX, we received unconditional approval for the loan. On XX/XX/XXXX, we were asked to pay {$540.00} for the appraisal and credit report. We were promised that the approximate closing date is set for XX/XX/XXXX. We were provided a loan tracker to monitor the progress of the loan. I check the tracker twice a day. On XXXX XXXX, XXXX, we called the bank. The bank promised to finalize the loan by the end of the week and setthe closing date for XX/XX/XXXX. On XX/XX/XXXX, the PNC bank notified us that we have two liens on the propertyby XXXX XXXX and XXXX. We told and provided the PNC Bank with documents stating that the two debts were dischargedby XXXX XXXX on XX/XX/XXXX, and attached all the relevant Court documents. On XXXX XXXX, XXXX, PNC bank without our consent, contacted the Lienholder/creditor and received the letter saying that we owe them money ( court case # XXXX ) ( Portion of copy of letter dated XX/XX/XXXX as follow : ====================================================== XXXX XXXX XXXX, XXXX XXXX XXXX, OH XXXX XXXX I XXXX I TTY - XXXX MON-FRI XXXX XXXX - XXXX XXXX EST XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, PA XXXX Re XXXX XXXX XXXX XXXX Current Creditor XXXX XXXX Account Number : XXXX Court Name : XXXX XXXX XXXX, Case XXXX XXXX XXXX XXXX File Number XXXX Current Balance as of XX/XX/XXXX : {$3800.00} =========================================== We did our lien search on our property, but, there is no lien on our property. On XXXX XXXX, XXXX, since PNC bank contacted the " lien holder/creditor '' on their own without our consent, we asked to contact them to remove the lien put on our property. PNC and the lienholder are adamant that we still owe them money. PNC notified three options ; they are ( 1 ) pay them {$3800.00} ; ( 2 ) Cancel the loan and reapply ; ( 3 ) PNC loan officer will cancel the loan and try to refund the fee but, we are not likely to get a refund. On XXXX XXXX, XXXX, we replied and forward/attach all the related Federal Bankruptcy Discharge and State court order documents over and over again and told PNC that ( 1 ) We will not pay because we did not owe them. ; ( 2 ) We will not reapply the loan. ; ( 3 ) Refund the fee ~ {$600.00}. ( not an exact amount ) in order to avoid the lawsuit. PNC should have the title search before the unconditional approval on XX/XX/XXXX. Had the PNC bank done that, Why was the matter ( LIEN ON OUR PROPERTY BY XXXX AND XXXX ) not brought to our attention. PNC bank should never take the ~ {$600.00}. fee from us by issuing false unconditional approval on the loan. PNC bank on their own contacted the " Lienholder/creditor '' and conspire to collect a debt are XXXX by the Federal Bankruptcy Court which in violation of FDCPA. ( ref. See Attached-Lien {$3800.00} LETTER from XXXX by XXXX & XXXX XXXX XXXX XXXX XXXX letter from XXXX XXXX represented by XXXX ) Fyi, XX/XX/XXXX Default Judgment entered Judicial Officer : XXXX, XXXX XXXX XXXX XXXX XXXX Court Costs plus Judgment : {$2500.00} ; Status : Active ; Signed Date : XX/XX/XXXX Awarded to : XXXX XXXX Awarded against : XXXX XXXX XXXX XXXX XXXX XXXX, Page XXXX Judgment Book : XXXX, Page XXXX -- -- -- -- -- -- -- -- -- - XX/XX/XXXX Motion for Proceedings Supplemental Filed VERIFIED MOTION FOR PROCEEDINGS SUPPLEMENTAL Filed By : XXXX XXXX Filed By : XXXX, XXXX XXXX XXXX By XXXX PNC BANK File XXXX XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- XX/XX/XXXX Proceedings Supplemental XXXX XXXX PM, Judicial Officer : XXXX, XXXX XXXX - XXXX Result : Commenced and concluded XXXX -- -- -- -- -- -- -- -- -- -- - XX/XX/XXXX Order of Continuance by Court Continued Indefinitely Judicial Officer : XXXX, XXXX XXXX - XXXX Order XXXX -- -- XXXX XXXX -- -- -- -- -- -- -- -- Default judgment entered in the year XXXX which is superseded by XX/XX/XXXX, and XX/XX/XXXX Order of Court stated "... Continued indefinitely... ''. We file a Federal Bankruptcy Court on XXXX. XXXX, XXXX, and was XXXX on XXXX XXXX, XXXX. ( See attached the Fed Bankruptcy Court of Order. )
Company Response:
State: IN
Zip: 46254
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On, XX/XX/2021, money was sent by wire transfer from XXXX XXXX to BBVA Bank ( which is now PNC ) to pay off my loan in the amount of XXXX. PNC has had the funds since that day, however repeatedly said that they did not receive it. On XX/XX/2021, it was found that PNC did accept the funds Case # XXXX on XX/XX/XXXX and the money is still sitting in a GL account and has not been applied to my loan that has grown with interest since XX/XX/2021. PNC Bank is holding my money. I have asked repeatedly to either return the wire so that a check can be issued and I will hand deliver it to them or it can be over nighted or apply the funds to pay off my loan. Neither has happened to date.
Company Response:
State: TX
Zip: 76705
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2021 I received an email which launched a series of events resulting in my being defrauded of {$9700.00}. A scammer communicated with me via email, cell phone and text messaging. He created a confusion and convinced me I had made a mathematical error resulting in money being deposited into my account. He then created an urgency which then made him the victim of my error and that I needed to help him so as not to compromise his job. I was provided a foreign bank account in XXXX and a script to convince a bank employee to wire money internationally. The scammer was able to take control of my computer screen and establish a false sense of credibility. I went to PNC Bank and recited the script. As a senior citizen living in a resort town as a full time resident I am a familiar customer at the bank branch. An employee equipped with the proper training would have seen the warning signs that a fraud/scam was evident. A trained bank employee would have seen my banking history never showed an international wire of funds. A trained bank employee would have been equipped with a series of questions that would have included asking me if someone took control of my computer screen. A trained bank employee would have asked me if I was provided a script to follow once arriving at the bank. A trained bank employee would have questioned me as to why I was sending {$9700.00} to a bank in XXXX. A trained bank employee would have provided me with a fully executed copy with my signature.
Company Response:
State: MD
Zip: 218XX
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2021 the XXXX XXXX sent {$2000.00} to XXXX Bank in my name ( COVID relief fund ). On XX/XX/2021 I intiated a bank transfer from XXXX XXXX to my checking account in PNC Bank. Unfortunately, I entered an incorrect PNC Bank checking account number. After about a week when the {$2000.00} transfer never hit my checking account I started following up with XXXX XXXX. I corrected the checking account number on the XXXX XXXX record. Their escalation team indicated their records showed the transfer was initiated to PNC Bank. I checked with PNC Bank escalation team. They had no record of the transfer reaching PNC Bank. Both XXXX XXXX and PNC Bank escaltion teams asked me to check with the XXXX XXXX.XXXX XXXX XXXX escalation team indicated their record shows the money being " deposited '' on XX/XX/2021. I have had several conversations with the escalation teams from the XXXX XXXX, XXXX XXXX and PNC Bank. None can " find '' my {$2000.00} and credit my account.
Company Response:
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A