Date Received: 2021-10-29
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: An overdraft cash advance fee was charged in error after making a deposit into my checking account and selecting an express funds availability option, funds were not made expressly available and an overdraft cash advance was initiated against my credit card.
Company Response:
State: MO
Zip: 63026
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am one of the many victims affected by PNC Bank 's acquisition of BBVA and subsequent mistreatment of customers. PNC informed BBVA customers that their BBVA debit cards would continue to work through the transition period, until they activated their new debit cards. This was communicated in writing on numerous occasions. As of XX/XX/XXXX, their webpage on the acquisition states, under the FAQ heading " My debit card should have arrived before XX/XX/XXXX and it has not, what should I do? '' the answer " Remember, you can still use your BBVA debit card. '' This is false, however, as numerous consumers have reported. ( https : //www.pnc.com/en/about-pnc/topics/acquisition-update.html ) PNC sent my new debit card to the wrong address. I called them to rectify this situation and spoke to XXXX. I provided my SSN and was then asked for the last 5 digits of my PNC debit card to verify my identity. Needless to say, I was unable to do so. I was then passed off to XXXX in Retail Support, who asked me for a phone number to verify my identity, and then informed me that this phone number would not work for reasons that were unclear to me- it is a personal cell phone number which was registered with BBVA prior to the acquisition. She then asked me to verify prior addresses in the public record. I named 2 of my most recent addresses, and she asked me for another. I told her I would log into my online shopping account to get her a number of prior addresses ( I frequently move for work ). Several seconds later, she abruptly ended the interaction and passed me back to XXXX, who asked me for the last 5 digits of my BBVA debit card before informing me that she couldn't help me on the phone. I then spoke to her supervisor XXXX who was rude and confrontational and insisted that I needed to go to a PNC branch, despite the fact that there is not a single branch in my state. I asked him how I could close my account if this proves inconvenient, and he informed me that I would need to visit a branch in person. He then provided me with a mailing address to send several forms of photocopied ID to in order to request a new debit card, saying there was nothing else they could do for me over the phone, as my account had been flagged. Only after I initiated a complaint via PNC 's internal process did he notify me that I could close my account by mail as well. I could not recommend PNC to anyone, this transition has been a disaster, consumers have been lied to, and customer service is no help at all. Case numbers : XXXX XXXX
Company Response:
State: NH
Zip: 034XX
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: i have been banking with compass for many years i retired in XXXX and closed my business account. i left my saving account there i left it as a nest egg .last week i went to compass to close my account. i was told the bank was no longer in bussiness showed the teller my check book and was told this account does not match any account.was i sure i had a account with compass. i gave them my social security number and was told they had no records. they told me to check with the state and i called three times and no money had been sent i call compass and XXXX XXXX answers they can not help me i just want to know who closed that account and what happened to my money. my checking account number isXXXX my account i paid taxes is XXXX.
Company Response:
State: TX
Zip: 78201
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My complaint is around misleading sales practices, failure to disclose, and failure to adequately perform duties associated with processing of the loan. Misleading sales practices : I called PNC bank on XX/XX/2021 inquiring about their Home Equity Line of Credit product as I had a few questions about the loan terms. I spoke with XXXX XXXX XXXX ( XXXX ID XXXX ). He answered my questions and I informed him I would apply online so the application would get routed to a local loan officer. XXXX told me if I apply through the website the application would just go to a loan processor and would not get the attention of a loan officer and said I should apply through him as he would give it the attention it would need. XXXX did not provide the level of service I was sold on and I realized going through the loan process that XXXX likely sold me this misleading level of service so I would apply through him so he could get the sales credit. XXXX replies to my inquiry were short and would partially address my questions/concerns. It was clear XXXX had no intention of helping facilitate the loan process. Most of my interaction after the application was with XXXX XXXX ( NMLS ID XXXX ). XXXX was unable to adequately get me through the loan processing, which I will describe in more detail later. XXXX was of no help either as his response indicated a disinterest in helping resolve any issues. Misleading sales practices and failure to disclose : During the application process I provided all the relevant information to make a credit decision, personal information, information on assets/liabilities ( via self disclosure and credit pull ), credit score, estimated valuation on the home being secured by the loan, and loan amount requested. At this point I would have expected a disclosure on the interest rate spread over prime I could expect. This was not disclosed and the interest rate was left off of the disclosures provided. I reached out to XXXX several times asking for the disclosure on the interest rate and after avoiding the question on several attempts, provided some canned answer about needing the valuation. I have applied for several HELOCs/Mortgages now and each time, outside of this one, the financial institution was able to provide an estimate of the interest rate pending validation of key factors. After being in the process for 3 months and still not getting XXXX XXXX XXXX the interest rate, even after they had received a valuation on the property ( which I ended up contesting and requesting a full appraisal ), they still would not disclose the interest rate. After I pressed XXXX on this a few more times, he informed me that they do not disclose interest rates over email and told me I would receive a disclosure in the mail. I never received the disclosure. The interest rate should have been disclosed up front. My assumption is that XXXX did not want to disclose the interest rate until we were months down the road so I would have to accept an uncompetitive offer. Adequately perform duties associated with processing the loan : PnC, XXXX, and XXXX collected a lot of personal and financial information, yet were unable to successfully process the loan within a reasonable amount of time. I promptly provided any documentation they needed. After 3 months there is still no resolution or ending in sight. XXXX and XXXX have shown no interest in progressing the loan or resolving any of the bottle necks. Not once did I receive a call from either of them throughout the process informing me of status or what needs to be done to progress. I would provide information or documentation and XXXX would reach out requesting the same information already provide at an earlier point in time. Since the initial valuation on the property came in low and did not consider my pool I had just installed, I requested a full appraisal. As a condition of ordering the appraisal, XXXX made me provide information on sales of comparable properties, something that is public knowledge that she could have done herself as a service. I am not an appraiser/loan processor so why would I be required to provide this information? This demonstrates their terrible customer service. Once the appraisal was order I was contacted by an appraiser who came to the property, took pictures, and documented information about the property. A little while later I get a call from another appraiser requesting access to the property to conduct an appraisal. When I contacted XXXX and XXXX they clearly did not want to take the time to understand the situation and gave me canned answers to why the appraisal needs to happen. Not helpful whatsoever. What happened with the pictures and the information from the first appraiser? Someone came into my home and collected information on my home and PNC has no record of this, hence the second appraiser who reached out to me. I have never experienced such incompetent uncaring people in the loan/mortgage business.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: PNC BANK keeps playing hard-ball with a refund owed to me. PNC BANK had me submit over 3 times a dispute against XXXX TV Screaming TO THEN BLOCK MY DEBIT CARD WHEN THE VENDOR ~ XXXX TV ATTEMPTED TO REFUND ME {$130.00}. FURTHERMORE, On XX/XX/2021 at XXXX XXXX ( REFERENCE CONFIRMATION CALL # XXXX ) a lady by the name of XXXX, OF THE XXXX LOYALTY DEPT., ATTEMPTED TO REFUND MY REFUND AND SHE TOLD ME SINCE XX/XX/2021 & PRIOR THEY TRIED TO REFUND ME FOR ALL THE GLITCHES WITH STREAMING TV, BUT PNC HAS HAD THE PLEASURE TO BLOCK MY REFUND. PNC ACTS LIKE THE MONEY IS COMING OUT OF THEIR VAULT. XXXX TV HANDS ARE TIED REFUNDING ME SINCE BEING BANK IS BEING UNETHICAL & UNPROFESSIONAL WITH THEIR LAME EXCUSES THAT THEY ARE IN THE RIGHT.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I WENT TO PNC BANK LOCATED ON XXXX XXXX XXXX BECAUSE SOMEONE WITHDREW {$190.00} OUT OF MY BANK ACCOUNT I DID NOT AUTHORIZE IN AUGUST 0F 2021. I DEPOSITED THIS MONEY IN XX/XX/2021. THE BANK MANAGER WAS TO CALL XXXX AND EMAIL THE COMPANY REGARDING THIS TRANSACTION. A PROVISIONAL DEPOSIT WAS GIVEN TO ME. IT HAPPENED AGAIN, I WENT TO THE BANK THREE WEEKS AGO AND THE MANAGER SAID HE WOULD LOOK INTO THIS AND GIVE ME A CALL, I HAVE NOT RECEIVED A CALL. I WENT TO XXXX TWICE AND WAS TOLD THEY DID NOT TAKE THE MONEY OUT OF MY ACCOUNT. THE GENERAL MANAGER AT XXXX CONFIRMED THEY DID NOT TAKE THE PAYMENT OF {$190.00}. I WANT PROOF XXXX GOT MY MONEY. I WANT PROOF WHERE MY MONEY WENT.
Company Response:
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: XX/XX/2020 {$12000.00} I contacted PNC Bank numerous times of the identity theft made on my account and even supplied affidavits along with the FTC reports and they still will not remove them from my credit reports
Company Response:
State: VA
Zip: 23060
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2021, PNC Bank took over operations of BBVA Compass Bank On XX/XX/2021, PNC Bank told me that all operations relating to my BBVA Compass Bank Account, will become operational as before. In particular I was interested in XXXX XXXX, Look at my deposits, Look and monitor at automatic withdrawals by Mortgage company, Credit Card payments etc I went twice to the PNC Bank Branch and met once the Vice President I also submitted the Account linkage form on XX/XX/2021 However, to date, I have on online access to account, so I can not perform XXXX XXXX, Look at my deposits, Look and monitor at automatic withdrawals by Mortgage company, Credit Card payments etc I am very worried, since I do not know what my balance is, and how much and many bills can I pay Please help
Company Response:
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2021, PNC Bank took over operations of BBVA Compass Bank On XX/XX/2021, PNC Bank told me that all operations relating to my BBVA Compass Bank Account, will become operational as before. In particular I was interested in XXXX XXXX, Look at my deposits, Look and monitor at automatic withdrawals by Mortgage company, Credit Card payments etc I went twice to the PNC Bank Branch and met once the Vice President I also submitted the Account linkage form on XX/XX/2021 However, to date, I have on online access to account, so I can not perform XXXX XXXX, Look at my deposits, Look and monitor at automatic withdrawals by Mortgage company, Credit Card payments etc I am very worried, since I do not know what my balance is, and how much and many bills can I pay Please help
Company Response:
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I overpaid my credit card bill in the amount of {$120.00}. I asked XXXX to return the credit to me in check form and asked for this amount to be returned via mail to my primary mailing address. Ive called five times and each time my calls were dropped by the customer service rep and tried to connect with customer service via chat and each of these times nothing has happened. Im getting frustrated with the lack of service. I would like my money back please ASAP
Company Response:
State: CA
Zip: 91505
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A