Date Received: 2021-11-09
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My bank BBVA was recently bought out by PNC bank. I could not gain access to my money in the PNC system as I don't live near a branch and was not sent a debit card or account information in the mail. -I called PNC bank to cancel the account and was told that I had to remove my money from my account first. -They sent me my money in cashiers checks. - I then called PNC bank, spoke to a human who told me the account would be closed. - I was then notified that my accound had not ben closed and had been overdrawn. - I called them back, payed the ammount I owed and told them a second time to close my account. It has still not been closed. I Just called them again and the same problem persists. They transfer you from agent to agent, I've spent hours on the phone and cant close my account. Its criminal.
Company Response:
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In XXXX I and my husband, we were in a hardship situation. My husband lost his job. I was not working that time due to XXXX XXXX. We were unable to pay our credit cards on time, but I was every time calling the companies to let them know about the situation that time. They were calling us many times a day. We decided not to answers to their calls. It was painful and frustrated for us. We were stressed. In XX/XX/XXXX, I found a job that fit with my condition. All the money I earned that time allowed us to pay our rent, the car insurance and our car with XXXX XXXX XXXX. We did not want to lost the car. In XXXX my husband found a stable job where he is until today. In XXXX the financial situation improved we decided to pay the debts we had. Almost all accounts were sent to collections. Were paid as agreed with the collections agencies we paid every thing. We asked to forgive us, because we were not able to pay monthly as agreed. Most of companies removed our accounts from serious delinquency, PNC BANK, XXXX XXXX AND XXXX 'S did not want to do so. The main concern of our complaint is we need another chance. We have stable jobs now and are able to manage our finances. We need your help if those companies can remove those accounts from serouis delinquency. This situation affects us so much we are first time home buyers. Every time we apply for a loan we are not approved because of those accounts on serious delinquency. The credit limitsfor PNC BANK WAS XXXX $ with late it was around XXXX XXXX I had pay according to the settlement around XXXX $ and something. XXXX XXXX XXXX $ credit limit with late fees it was around XXXX $ I have paid according to the settlement XXXX $ and something, XXXX XXXX CREDIT limit XXXX $ XXXX paid XXXX $ and something. We have never wished to lived the situation we had that time. We are asking for forgiveness. We want to have our own place we are at this address for XXXX years. It is time for us to move on. We are ready to have our own place. We have XXXX children. It is going to be nice for them if we move to a new house. Name : XXXX XXXX XXXX EMAIL ADDRESS : XXXX Home address : XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX Note : I have changed my last name. The time I had those accounts my full name was XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30046
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: The PNC acquisition/merger of BBVA/Compass Bank has been a total disaster. On XXXX all of my accounts were supposed to be switched over to PNC. They had months of notifications of this process. On the Monday ( XX/XX/XXXX ) following transfer 1 personal account was accessible and 1 business account was accessible. I called a customer service number on XX/XX/XXXX and was on hold for over an hour without anyone picking up. I went in to a branch and there was a huge line of people waiting to get their accounts sorted. After 20 minutes of waiting and no new customers being helped I left. I called again on XX/XX/XXXX and after 78 minutes of being on hold finally talked to someone who was acknowledged that not all accounts transferred and they were working on it. On XX/XX/XXXX I went back in to a branch where over the course of 45+ minutes a teller was able to pull up all of my accounts and at least provide me with account # 's even though I still could not access 4 other business accounts, a personal line of credit, a personal money market account, nor a joint account. They took all the information down and said it takes them 3 days to submit the linking of my accounts. The following week I was recovering from XXXX XXXX and watched my accounts. Nothing was linked. The following week I called again and they said they are processing a lot of accounts and it was " only business accounts '' that didn't link. I told them 3 of my personal accounts didn't link either and they had no answer. It is now 1 month from the date of transition and I still do not have access to 4 business accounts and 3 personal accounts and the sum of deposits in these accounts is substantial. To add insult to injury, the PNC representatives go release statements that it is only a very small few accounts that have been effected. I know 11 individuals directly that had BBVA accounts and none of their accounts transferred fully to PNC properly and most of them still do not have resolution. This is an absolute cluster and I can not believe it has been allowed to continue.
Company Response:
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: PNC Bank purchased BBVA Compass and the conversion of the bank accounts from BBVA to PNC has been a disaster. Once the conversion took place, I no longer had access to my BBVA online accounts, all my bank account numbers were switched, and I still do not have access to our BBVA bank statements prior to the conversion. Also, all my " Bill Pay '' payments scheduled to be sent by BBVA were no longer sent out by PNC. This caused payments to be late.
Company Response:
State: TX
Zip: 75230
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My business checking account was frozen in XXXX due to a fraudulent check being processed by BBVA. Upon reviewing the check it was plain to see that it was not one of our company checks. We were told to set up a different checking account so that this wouldn't happen again. But that is easier said than done as we are paid electronically by insurance companies so a lot of work including verification is required make this happen. In the meantime a business relationship manager at BBVA continued to manually process payroll and other bills at our request. After the buy out was finalized on XX/XX/XXXX we no longer had access to the business relationship manager. Not sure what happened to him. I was also unable to see all my accounts at BBVA now PNC. On XX/XX/XXXX I went into the XXXX branch in XXXX to get the account unfrozen. XXXX XXXX the teller wasn't sure how to do it as she hadn't been trained in the new way to do this yet. And I believe her as I have worked with her for years. She is outstanding!! Despite follow up phone calls on XX/XX/XXXX, XX/XX/XXXX and today XX/XX/XXXX nothing is happening. Each time I'm told that a review team " will get to work on it '', but each time I call they seem to have no notes on my previous calls and also are unsure why the account was frozen to begin with. This isn't surprising as I also have no statements available online prior to merger. For a bank they're record keeping is awful!! The bank seems to not care at all about my challenges to pay employees, bills, etc when I don't have access to my businesses funds. They are acting like it's their money!! Also it's difficult to determine how my business is performing when my book keeper is unable to complete routine monthly book keeping without having access to statements and downloads.
Company Response:
State: CO
Zip: 80209
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In mid XX/XX/XXXX I had somebody try to cash XXXX checks on my account which was a fraud, when I learned of these transactions I went to my PNC Bank in person they informed me that my account had been compromised so they could open me a new account an transfer my balance of {$21000.00} to my new account and close my old account I agreed. The balance of {$21000.00} from my old account they closed was never transferred into my new account. Then within XXXX week someone tried to commit fraud on new account, I went to PNC Bank to notify them and to see what & why this kept happening to my accounts considering no one had access to any of my account information an I also specified to the bank not to do any ACH from my account for any reason unless I authorize it. So they closed my account for the second time an opened me another account for the third time. My {$21000.00} was still not put in my account & they also processed XXXX ACH transactions on my account on XX/XX/XXXX. XX/XX/XXXX - {$2200.00}, XX/XX/XXXX - {$3100.00}, XX/XX/XXXX - {$4800.00} XX/XX/XXXX - {$6300.00}, XX/XX/XXXX - {$7200.00} Total : {$23000.00} From XX/XX/XXXX ( to ) XX/XX/XXXX my account is missing {$44000.00} an when I recently went in to the PNC Bank an spoke to the manager there XXXX XXXX only thing they would tell me is there's nothing they can do, I can't receive my money back, and it was my fault because I should have checked my account daily.
Company Response:
State: IN
Zip: 46226
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I had opened a checking account with PNC Bank. On XX/XX/XXXX, I tried to close the account. I chatted with a PNC service rep online to close the account. He sent a link that didn't work. I explained to the rep and finally could submit the closure form. So far the account hasn't been closed and the bank has charged fees. Hence, the account is in a negative status and when I tried to contact customer service, I was told, I have to make the account as XXXX or positive balance before it can be closed. I explained to the rep that on XX/XX/XXXX, the account had a XXXX balance when I first requested to close the account and filled the form. The rep said, he/ she can't help. Hence, I am reaching out to you.
Company Response:
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am and international account holder from the XXXX who held the account with BBVA for over 7 years absolutely zero issues until the BBVA compass / PNC bank merger that took place on the XXXX to XXXX XX/XX/2021. I have not able to log into my account using the details PNC provided for nearly a month now since this merger. My complaint ref with PNC is XXXX During the last month I have spent numerous hours with PNC on the phone and sent emails and I still haven no resolution. After my initial call to customer services my complaint was given a number ( listed above ) and I had contact with a lady called XXXX on the XXXX and then the XXXX XXXX via the phone and this email ( XXXX ) She couldn't resolve and said she would escalate the problem. I then had contact from XXXX XXXX ( XXXX - Title = VP Executive Client Relations ) on the XXXX XXXX a few times via the phone and email taking more details. Again she couldn't resolve so passed the case on to another colleague XXXX XXXX ( XXXX - Title Executive Client Relations ) who I spoke to a few times from the XXXX onwards trying to resolve via the phone. I was promised a call back on the XXXX, that didn't happen so I emailed XXXX on the XXXX and he called me back to apologise, once again he tried to resolve after he had done some maintenance work on the account. XXXX then suggested he would have to pass it over to the team dealing with the BBVA compass / PNC merger issues. I immediately said this should have been done from the start and not 2 weeks into my complaint. I was promised an update on Monday XXXX XXXX, that never happen. I left it till the XXXX and then emailed XXXX again as for an update, I had no call or email reply to that email. On the XXXX I tried to call 3 times and left him 2 voice mail messages asking for an urgent update and a call back with progress. No reply yet again on either email or phone. I have called twice today on the XXXX XXXX and left another voice mail asking for an urgent update stating I am filling in this complaint and also emailing the CEO of PNC bank about the shocking situation i am in. Copies of all my emails attached in EML format. I have in excess of $ XXXXk in this account after just selling a property and need urgent access. If youre not already aware this merger is a total shambles doing research online, their customer service is overrun with thousands of complaints varying for no access, cards not working, accounts disappeared, business customers not able to make payments. Its a total and utter mess. Please intervene and help me regain access to my account. XXXX XXXX XXXX
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: It looks like my credit file was breach or identity theft or both during the time frame of. XX/XX/2018 to present
Company Response:
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2021-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2021 a withdrawal was made at an ATM on XXXX XXXX XXXX XXXX XXXX for {$500.00}. It cleared by bank ( BBVA Compass ) on the same day. My ending balance on this days {$2700.00}. I have a statement from BBVA to show this. I have a statement from PNC Bank which took over BBVA Compass showing the beginning balance on XX/XX/2021 with the was {$2700.00}. Only one ATM withdrawal in that amount and from that ATM was made between XX/XX/2021 and the present day ( XX/XX/2021 ). On XX/XX/2021 the PNC Corporate offices deducted another {$500.00} in error ( same withdrawal from XX/XX/2021 ) from my account. At that time my account had a balance of {$1.00}. As a result my checking account went into a negative XXXX. I have tried since that day to speak with someone at the bank to get the issue corrected. My husband actually went into the bank on XXXX XXXX in XXXX, Florida on XX/XX/2021. The bank manager advised him that she could see it was a duplicate withdrawal, but all she could could was file a dispute which could take 10 working days to resolve. I have called the bank many times and I am unable to do anything. I was able to withdraw my deposits from our employers that was made on XX/XX/2021 minus the {$500.00}. At this point I have become convinced the {$500.00} is never going to be put back into the account so that I can close it out and never attempt to bank with this financial institution again. I am asking for your assistance in helping me recover the money that is rightfully owed to me.
Company Response:
State: FL
Zip: 32034
Submitted Via: Web
Date Sent: 2021-11-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A