Date Received: 2021-10-19
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I make a lot of online purchases. Every time I have used my PNC card for an online purchase it gets declined. I then have to call into PNC 's fraud department as I only get a text message to verify the transaction evert 4-5 declines. PNC has to " Hard reset '' the card each time, and even then while they are on the phone the card still declines half the time. There wait time is extremely long right now because of there merger. I escalated to a manager today and the managers response is " nothing we can do to prevent it, its a known issue for over 2+ years ''. How on earth can you have problems with a system that directly impacts clients for over 2+ years and not fix it???
Company Response:
State: FL
Zip: 32701
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: False statements or representation
Subissue: Told you not to respond to a lawsuit they filed against you
Consumer Complaint: PNC DEBT COLLECTIONS HAS CALLED ME AND STATED THAT IT WAS A FILE ON ME AND I HAVE UNTIL XXXX TO RESPOND AS IF IS A LAW CASE. THEY ARE MISREPRESENTING THE DEBT COLLECTOR LAWS AND ARE INVOLATION OF DEBT COLLECTION LAWS
Company Response:
State: AL
Zip: 35215
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: XXXX of XXXX XXXX is not ethical and maybe even more egregious ( and possibly illegal ) in their accounting and sales practices. On XX/XX/21 I bought out my car lease and came in with a pre-approval from XXXX XXXX. XXXX who did my paperwork was told specifically that I wanted to bank with XXXX XXXX. He kept pushing PNC, yet I refused. Unbeknownst me my car loan is with PNC. After several attempts to get answers from XXXX, I speak to his superior XXXX XXXX who confirms my loan is with XXXX XXXX. He said he would speak with XXXX and call me back -- that was a week ago. Finally I get XXXX back on the phone today -- and he tells me that they mailed my paperwork to the wrong bank! How is this possible? You can clearly see that in the photo below that I agreed to bank with XXXX XXXX NOT PNC. XXXX did not apologize, he was rather obtuse, nor did he offer any way to fixed the mess he created. He told me I was stuck with the loan although I did not agree to lending with this bank. I tried to speak with someone above him, and not only did I get their voicemails, but the receptionist also stopped picking up the phone ( I called from another line and she picked up ). How does PNC process my paperwork when it has another bank 's name on it??
Company Response:
State: NC
Zip: 28227
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: This past weekend my bank went through conversion as PNC was taking over. As a previous employee the bank, I had expectations about how this was going to be handled. To say it fell very short of expectations is an understatement. Ill leave all the issues with getting funds to others because Im sure there are a lot of those. I have personally prided myself on my credit. My scores hover around 800. I have never had a transaction denied. I had worked at BBVA also and even though I worked at other banks I always used my bbva credit card due to rewards earned. I used it religiously and did not use a debit card. Well I was leaving for a trip without my family Thursday until today. So on Wednesday evening of XX/XX/XXXX I went to pay for my luggage through XXXX XXXX and it would not go through. I called XXXX and after 10 minutes I was told it was declined. So first off I was not happy since I have never been more embarrassed but more importantly I had no idea why. Back up a few weeks. I looked at PNCs website with their welcome and what to expect during conversion specifically credits cards. After 29 minutes of searching. It said that I would be able to use my credit card through conversion and after conversion I would receive a new PNC card to start using upon arrival. Well I called PNC and after 25-30 minutes Im told that PNC had just created my new card and I should receive it in a few days and by the way, your old card wont work. Here I am leaving my wife and kids at home with a credit card to use, Im going away with a credit card to use and guess what, I have no access to my credit. How is this possible to post information on your website and not follow through? I still have no credit and I feel very lucky that nothing happened where I was in dire need. Im not sure what the laws state specific to credit since they had XXXX reason for me not to have access except for this cluster of a conversion. The lady I spoke to couldnt turn it back on and and told me basically I was stuck and nothing they could do. Ive never been so embarrassed and still aggravated I dont have a card. In addition I was not properly disclosed to about the changes. In XXXX I moved to XXXX area. I had changed my address with BBVA in XXXX. Well apparently that change did not get to PNC. A week before conversion I had to call and verify a bbva had the correct address, PNC kept sending to my old address. Also I explore someone to actually go to PNCs website and find credit card conversion. Its like the hidden ball trick. If I want to send an email or call someone above a basic customer service person, there is no way to route that. They dont provide that information to the public. I have attempted calling, emailing using XXXX. I complained on XXXX directly to PNC customer service and didnt get a response for 3 days Ive worked at a lot of XXXX and have been through many conversions and this one by far was the most disorganized one with the worst communication. All my accounts will be closed and Im researching further action XXXX XXXX
Company Response:
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: By bank, Simple Bank ( owned by BBVA ) closed and was bought out by PNC. I have made several attempts and calls to them to close my accounts and have mailed to me any balance due. No matter how long I waited on the phone, I never was able to talk to anyone. I spent 2 hours today waiting to talk to the right department, and the phone just endlessly rang and rang and rang. I have no branches near my location to be able to directly go in and work with someone. If i can't call and talk to someone within any reasonable amount of time... how am I supposed to close my bank account?
Company Response:
State: TN
Zip: 37130
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My account shows that it was charged off, I believe this occurred while I was unemployed and wasn't receiving benefits which I did explain to them when it was happening. Nevertheless, I am finally able to settle the account and would do so if they remove the blemish from my credit report. They informed me on XXXX at approx. XXXX XXXX CT they can not do that but did acknowledge they are responsible for the credit reporting note. They originated the account and hold the debt but said they are unable to negotiate any settlement. But I still have a blemish and no means of removing the mark from my credit report.
Company Response:
State: WI
Zip: 53150
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: BBVA was acquired by PNC and I have not been able to access my account through BBVA or PNC. I have called several times over two weeks no one has answered or I have been on hold with the call just ringing. I have called on XX/XX/21, XX/XX/21, XX/XX/21, XXXX. I have tried accessing my account online through both BBVA and PNC. I am still not able to access my account.
Company Response:
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On Friday, XX/XX/XXXX, I lost all access to my accounts due to the PNC/BBVA merger XXXX They assured us access would be restored the following Tuesday, XX/XX/XXXX by XXXX. I have not been able to see one of my business accounts or my personal account since. I have spent over 10 hours on the phone and made two branch visits but the issue still isn't resolved. They are now telling me to wait 14 more days to see my accounts.
Company Response:
State: AL
Zip: 35801
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-17
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I am a customer of BBVA Compass and my bank was recently acquired by PNC Bank. I was reviewing my account and noticed a {$3.00} fee pending on my checking account and a {$2.00} fee pending in my savings account for paper statements. I never had paper statements with BBVA and this should have transferred over when my account was transferred. Instead, when I went to change my statement preference to paperless, I was told that this would take effect for the next statement cycle but nothing could be done for the current cycle. I should not have to pay any fees for a service I did not have, did not request, and can not opt out of. I want my fees refunded.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/2021 payment was made in the amount of {$2000.00} for my auto payment.On this day my balance should had been reduced and updated to the credit bureaus to {$40000.00}. On XX/XX/2021 the balance was updated to owning {$43000.00} to XXXX Credit Bureau, XXXX {$43000.00} with my last payment being XXXX XXXX, and XXXX has not been updated for 2 years. I put in a dispute with the credit bureaus and XX/XX/XXXX XXXX the balance came back the same for 3 months ; XXXX and XXXX updated the balance as {$43000.00} even 12 days after I made an additional payment. PNC bank has repeatedly ignored reporting my account paid on time since the very beginning of my XXXX loan by miss applying my payments and labeling my account 30 days late
Company Response:
State: FL
Zip: 33024
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A