Date Received: 2021-11-03
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I had an account open with XXXX XXXX, under my business name. XXXX was closed by its parent bank BBVA. BBVA was supposed to have sent a cashier 's check with the funds in the account to my home address in XX/XX/2021, but after numerous contacts with BBVA / PNC customer service, they have not yet sent the funds.
Company Response:
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: PNC Bank has taken over my accounts @ BBVA Bank. In some 2 months since the takeover PNC has failed to provide new checks and debit cards or any materials required to use the new account with them.. Repeated calls to their " customer service '' numbers have resulted in waits on " hold '' in excess of 40 minutes and resulted in no one who has been able to resolve these issues.
Company Response:
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Unauthorized/unnecessary credit pull : I received a notification from PNC in XX/XX/2021 that they pulled my XXXX credit report on XX/XX/2021 and subsequently denied my loan application due to the application being incomplete. First, I did not authorize the credit pull on XX/XX/2021. Second, if PNC was going to deny my application due to the application being incomplete, this credit pull was unnecessary. This hard inquiry had an adverse impact on my credit score and will increase the interest rate charged ( and therefore cost of the loan ) when opening a new credit/loan product. I am also concerned with what the information is being used for, why it was collected, and where it is being stored considering PNC was not planning on closing on the loan.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Please note that on XX/XX/2021 I lost my debit card ending in XXXX. I reported this to PNC Bank on XX/XX/2021, and I was advised to put a lock on my card which I did on the XXXX or XXXX of XX/XX/2021. Then on XX/XX/2021, I went into the PNC branch located at XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX and I met with Mr. XXXX XXXX who provided me with a new card ending and he advised me that the card ending in XXXX was cancelled. I discovered today that the card ending in XXXX was never cancelled and an unauthorized charge from XXXX for $ XXXXUSD posted 2x to my account in error. I can not get anyone to fix this. This is a terrible error and it needs to be fixed. Why this happened I will never know.
Company Response:
State: FL
Zip: 33334
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I was a customer of BBVA which was acquired by PNC. At the time, I had five business accounts and two personal accounts. Listed below are the issues that I have experienced since XX/XX/XXXX as well as continue to experience due to the acquisition/conversion issues. 1. Bill payments missing - still an issue 2 Not able to access some of my accounts- resolved after over a week for one of my accounts 3. Personal accounts and business mixed up - resolved after over a week 4. Bill payments being made that I can't see of confirm if they are going to being made - ongoing issue 5. Payments being made without my permission for a line of credit that was paid well before its due date and for more than the required payment - ongoing issue 6. Lack of initial response to my issues and ongoing poor service 7. Not being able to confirm if my employees would be able to get paid because of the issues. All in all, this was the worse banking experience ever. It is beyond my comprehension that PNC could have done this so poorly while putting customers money and businesses at risk. I believe that PNC should not be allowed to do any future acquisitions and should incur major financial penalties for this debacle.
Company Response:
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I paid off the 0 % balance transfer promotion on XX/XX/XXXX. I attempted to set up auto pay in my online banking account to pay balance due instead of the minim payment. I was unable to utilize the auto pay option, as the button would not activate. I continued to manually make the minim payment. Through written correspondence they finally set up a debit deduction each month in XXXX of XXXX. However, in the mean time I did overlook making a manual payment over XXXX on XX/XX/XXXX. With out any notification until I was 36 days late, they charged me a {$27.00} late fee, which they have reversed and reimbursed me the {$27.00}. I have had several conversations requesting the 30 Day Late Payment be removed from my Credit Report as my Credit Score dropped 50 points, and will stay on my Credit Report seven years! When I finally did reach a supervisor who had the authority to remove the Late Payment informed me that since BBVA has merged with PNC, they can not do anything about correcting my issue!
Company Response:
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: In retaliation for submitting previous CFPB complaint regarding PNC Bank 's lack of concern or service regarding their allowing obvious fraud to be committed against me ( and still have not resolved beyond lip service ), PNC is refusing to re-issue bank card. Customer service remains unreachable other than one call in which I was immediately hung up on.
Company Response:
State: TX
Zip: 75006
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX recently merged with PNC. I had a mortgage with XXXX, which transferred over to PNC in XXXX. PNC then created a virtual wallet account without my consent and started a monthly auto draft from this virtual wallet to pay the mortgage, which I also did not consent to. This auto draft could not be seen or managed on the PNC website. I paid my mortgage on XX/XX/2021 via ACH withdrawal from XXXX XXXX ( {$8400.00} ). Even though the payment went through just fine, PNC still withdrew the full mortgage payment amount from the PNC virtual wallet on XX/XX/2021. They then sent me an email saying that the wallet was now in overwithdrawal and demanded that I deposit over {$8000.00} within XXXX hours or get a overwithdrawal penalty - even though I did not authorize this extra payment on the mortgage. I called customer service, who said that they could not stop the payment. They said that I would be penalized with overwithdrawal fees if I did not deposit {$8000.00} within 24 hours. They also said that they were unable to stop future auto drafts from the virtual wallet on their end- they would have to forward the request to another department, which would take approximately 3 days to cancel FUTURE payments. They are FULLY aware that customers can not see or manage this auto draft on the website.
Company Response:
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I filed a dispute on my account for a transaction in the amount of {$780.00} on XX/XX/XXXX. My claim was denied 4 times for bogus reasons. It wasnt until I filed a complaint with CFPB I was notified by BBVA by mail which is now PNC that they were investigating the claim & would issue a provisional credit & any fees assessed on the account would be credited it back to my checking account ending in XXXX once the claim was final. I noticed on the BBVA 3 fees were reversed. I called to inquire why only 3 fees were reversed since there were a remaining XXXX ; I was told the remaining XXXX fees for {$38.00} each would be credited back to my account once the claim was final. Since then they have found another way to defraud me in retaliation of my complaint to CFPB & have sent me another letter indicating they will be debiting my account for {$130.00}. Had this claim been processed on my original request I would have never been charged {$38.00} for any transactions because it wouldve have been well enough money to cover all of the debits that were presented. This has been discussed with several representatives who ensured that all of the fees would be refunded once the claim was final. The claim was finalized on XX/XX/XXXX. I called today XX/XX/XXXX to inquire about the letter, I was on hold for 1 hour & 30 minutes & was transferred four times. Finally a representative in what PNC calls core department, I was told theyre not refunding me any fees & theyre debiting my account an additional {$130.00}. In all I am still out of {$780.00}, including never receiving the merchandise purchase since XX/XX/XXXX & {$1000.00} in bank fees. They have even blocked my access to my BBVA app to review any bank statements, & communication letters. Each time I try to click on statements for both the PNC app, & the website, its buffering & will not allow me to view any transaction history. Its been this way for 26 days.
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We are in the process of closing on a house. We have excellent credit scores and are putting 20 % down. After meeting all of the conditions stated in our conditional approval the bank went to schedule an appraisal. The first appraisal was ordered on XX/XX/XXXX to be returned on XXXX XXXX. It was cancelled by the appraiser. A second appraisal was scheduled for XX/XX/XXXX. It was cancelled by the bank. A third appraisal request went out XX/XX/XXXX but we did not see a scheduled date as it cancelled almost immediately by the bank. A fourth appraisal request went out at XXXX XXXX XXXX XXXX. We talked to the appraiser on the phone at XXXX XXXX. He stated that he accepted the job at XXXX XXXX on XX/XX/XXXX and it was cancelled before XXXX XXXX by the bank. Prior to starting the appraisal process we had no issues with the approval process. However, we corrected our loan application around XX/XX/XXXX to update one of the loan applicants race information to XXXX as it was previously noted that all applicants were white. Shortly thereafter we started to notice issues with getting our appraisal done with the bank constantly cancelling the appraisal orders. The bank is refusing to approve the loan without an appraisal even though all applicants have strong credit scores, no missed payments in their financial records, and are putting a 20 % down payment on the house which is a single address ( one household ). We have repeatedly called and emailed the loan officer and rest of the team at the bank requesting updates since we were made aware of the issues with the appraisal on XX/XX/XXXX. Additionally, we received a call on XXXX XXXX from one of the bank processing officers that our loan was on track. We asked about the XX/XX/XXXX appraisal and were told it was still on. However, the sellers realtor had talked to the appraiser and it had already been cancelled before XXXX XXXX. The loan officer at the bank claimed she first heard of the cancellation on XXXX XXXX. We emailed the loan officer on XX/XX/XXXX and she responded that she would have her manager call us with an update from a senior management official at the bank. The manager did not call on XX/XX/XXXX so we emailed the loan officer again. Two minutes later we received a call from someone who handles missed mortgage payments who knew nothing about our loan application and said they did not handle that area. We do not know for sure, but believe that race may have played a part in our difficultly in closing the loan. PNC Bank is stating that our closing date is XX/XX/XXXX. They moved our closing date prior to us even getting an addendum to our purchase agreement, when the loan officer stated that they could meet the XX/XX/XXXX close date. We have consistently told the bank that we will lose the property and that we are in the dark. No one has provided us with answers or a solution to our issue.
Company Response:
State: OH
Zip: 44691
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A