Date Received: 2021-10-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I have a BBVA Checking and savings account. My account used to be held by SIMPLE, but they were bought out by BBVA and my accounts were merged and now controlled by BBVA. I have had numerous deposits coming into this account by direct deposit and this was my main banking account. Well the issue first started on XXXX XXXX of this year ( XX/XX/XXXX ) i was u able to transfer money from my savings to my checking online and I was unable to withdrawal any money at the atm. I called BBVA and they informed me that my call could and issue could only be handled by BBVA enterprise frXXXX team so I had them transfer me but to my suprise being XXXX on a Friday the enterprise fraud team closed early and wouldnt be available until Monday morning. Well it was XXXX XXXX I was trying to buy my dad a gift and withdrawal money from my account in which I was left without access to my funds all weekend. Come Monday morning XX/XX/XXXX XXXX I called again bc I recieved no follow up call. I had even emailed the dept through my online portal numerous times over the weekend and recieved no update. So I called bright and early Monday morning and once again was told my issue needed to be resolved by BBVAs enterprise fraud XXXX, so they transferred me. I waited on hold for two hours before the line disconnected. I called again informed the regular BBVA support team that no one answered my call and my call was dropped so they tried to transfer mr again. Same thing except I didnt wait two hours for the line to disconnect. I called again and asked for a supervisor. A supervisor ( XXXX ) informed me that my account was frozen by the enterprise fraud dept and could only be unfroze through that dept. I told her I couldnt get a hold of anyone and she escalated the issue. I tried numerous times to call the number given to no avail. A week goes by and I still have yet to RECIEVE a response call back email anything in terms of communicating with me about resolving my account issues. I finally called again a weeks later after not recieving any response and not having access to much needed funds in my account on XX/XX/XXXX where I asked for a supervisor. I informed the supervisor once again of my issues and not being able to access my funds in which I had a balance of over {$1000.00} in my savings and {$98.00} in my checking. She informed me that she would see to it that someone from enterprise fraud would call me today in hopes to get this issue in which I still was not aware of what the actual issue was and hopefully get it resolved. I recieved a call on XX/XX/XXXX from someone in the enterprise fraud dept!!! It took them over a month to inform me of the reasons why my funds were frozen and after I had reached out numerous times and had no access to my funds! Of course I was not able to answer the phone when the man called at XXXX bc I was working and it was a number I wasnt familiar with from Texas XXXX He left a voicemail and said that I had recieved a deposit from the state of arizona whilr my account was still held with SIMPLE ( so before simple and BBVA merged ) back in XX/XX/XXXX for {$730.00} in which I was not permitted to RECIEVE, which is not true. I tried calling the man back the same day ( XXXX with BBVA ENTERPRISE FRAUD ) he didnt answer so I left a voicemail with my contact information! I recieved no call back after that, and when I tried to call again the next day XX/XX/XXXX his voicemail stated he was out of the office for the rest of the week and wouldnt be available until XX/XX/XXXX. Just my luck. So how can I resolve an issue of a frozen account that they unlawfully froze kept my access to funds and took over a month to reach out? So I waited but at this time BBVA had informed its customers that PNC BANk Bought them out and BBVA was now going to be merging with PNC BAnk. We were told we would be getting new account numbers etc by XX/XX/XXXX. In the meantime its now XX/XX/XXXX and ive tried every outlet you can XXXX to have someone fix my account I emailed the proper channels I left messeges on XXXX XXXX voicemail with proof of the transactions that they said I wasnt verified to RECIEVE and no one responded or communicated bacj with me! In fact I never even heard from XXXX from bbva enterprise fraud department again and the next thing you know I get my BBVA statement in the mail stating my account was now closed and BBVA TOOK THE REMAINING FUNDS OF OVER {$2000.00} to pay for a transaction that I was verified and prooved I was verified to RECIEVE!!! This entire issue has created a hardship in my life as I was due to RECIEVE my tax refund to that account in which I still have not recieved of over {$9800.00}, I was also due to get my child tax credit advance payments to that account as Im a single mother of XXXX young boys and I heavily rely upon those funds to survive and pay my rent in which I still have not recieved a payment for. This issue not being resolved accordingly has created a domino affect on my life they closed my account without proper due diligence and without proper communication, they obviously didnt even look at the information and verification of funds I uploaded to them and never even had the decency to communicate with me to resolve the issues that the unjustly created!!! Those funds were all I had at the time for my kids and I and they closed my account took the rest of my money, I wasnt able to get my tax refund so thats still delayed along with any of the payments Im due to RECIEVE from the cares act and probably reported the closure to the credit companies so it has affected me on numerous angles and its all done completly fraudulently on their end! They did not follow their policy and then the PNC MERGE just mage the entire situation even more difficult for me as a customer to navigate! The customer service was non existent! I paid for them to basically steal my funds and tell me oh well! And now bc of this I have no checking account and am having trouble opening a new one else where bc they labeled me a risk!!!!!!! What the heck is this wozld coming to where I entrust my financials with a bank and get everything stolen from me based off of their apparent suspicion of a transaction that happened a year prior and before the merged the first time and that I have documentation proofing Im verified and was approved and validated to RECIEVE and then close the account and label me as high risk so I cant even open a new account!! Not to mention all the deposits I was waiting for during the course of this two month act of idiocy and complete disregard to their own banking and policy practices!!! How can they take sll my money and do that without even properly informing me or giving correcting the issue when I give them all percent information!! They dont do their die deligence and i as a consumer get victimized by this bank not once but multiple times??? Im infuriated that this was able to happen and after all the outlets I tried in getting ahold of sny one or messeges I left voicemails emails uploaded documents supervisors I talked to enterprise team I talked to that this issue wasnt properly or justly handled in any way and my children and I suffer not the XXXX dollar bank wrongfully accusing and stealing money from their customers based on s sispicion that they dont even have the sense to look into or research in order to make the proper informed decision or options as far as a resolution!!!??? Its wrong and Im disgusted.
Company Response:
State: NV
Zip: 890XX
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Tried to resolve multiple times with PNC Bank on Homeowner 's Insurance policy on our current address. There was a lapse in coverage due to an error during loan processing and no binding from the homeowner 's insurance on the previous home to the new home. PNC Bank placed a forced hold amount nearly doubling the amount we currently pay in homeowner 's insurance in backpay. PNC would not inform us of which company is collecting backpay and assured us that we can find another insurance company, if we wanted to cover the backpay. We found out no other insurance company will cover backpay because it is considered fraud. Multiple attempts were made to PNC to reduce the amount of what they are trying to collect in backpay, a total of {$1900.00} approximately, nearly double of what we pay now. Back pay $ XXXX vs $ XXXX - nearly double the amount we pay now for homeowner 's insurance. We are willing to negotiate with PNC on the backpay amount of what we currently pay on the Homeowner 's Insurance policy. Doubling the amount of our current policy should be considered unethical business practices on their behalf.
Company Response:
State: AZ
Zip: 85331
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Overdraft, savings, or rewards features
Subissue:
Consumer Complaint: Hello, I'm a XXXX at XXXX XXXX University. I got an Email in my university mail box about a XXXX job offer. Since the mail came in my XXXX mail box, i thought it was legit. The offer was to be a XXXX XXXX and the employer would send me checks through email worth {$2500.00} to deposit into my account. The name of the employer is XXXX XXXX, his email is XXXX. He would tell me to keep the {$500.00} as salary and send the remaining {$2000.00} to another person through the XXXX function in my PNC bank app. The email of the person i was sending the money to is XXXX. I only recently found out from my bank that the check i was depositing were fake checks and my account was overdrawn {$9600.00}. I talked to my bank and they told me that the only way to solve this problem is if i repay the amount in cash, for now, i was told to open a new account with a different bank. Currently i don't have that much money in cash. I'm reporting this incidence in hopes that you can help me find a solution because i genuinely had no idea that i was being scammed. I'm looking for any help i can get. Thank you.
Company Response:
State: MI
Zip: 48858
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
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 filed multiple disputes with the credit bureaus. It take them well over 30days to comply in fact when i did receive a response they never removed or made any adjustments to my concerns with the inaccurate info on my credit report.. I have been disputing with them for a period of time now and they fail to comply..
Company Response:
State: IL
Zip: 60123
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I had applied for a Lease Buyout Loan from PNC Bank online on Thursday, XX/XX/XXXX and had to go to my local PNC branch on Friday, XX/XX/XXXX to complete the loan closing paperwork. The original loan was for the amount of {$29000.00} and a check to payoff the existing lease was to be mailed out overnight once the paperwork was completed by PNC Bank. Several weeks went by and I contacted the leasing company and they confirmed that the payoff check has not arrived. After speaking to XXXX XXXX at the PNC Branch, said that the check was sent via regular mail and not overnight, as the original PNC Loan information asked for an " Overnight Address '' to send the check. She had me sign an indemnification form before they would issue a new check, and a new check was to be overnighted again on Thursday XX/XX/XXXX. In contacting the leasing company, XXXX XXXX, the new check was received Friday, XX/XX/XXXX. However, between Friday XX/XX/XXXX and Friday XX/XX/XXXX, 3 weeks, I incurred interest charges on the auto loan in upwards of {$150.00} dollars, while I was not at fault as PNC was handling the payoff of the existing lease to transfer it to a PNC Loan. I have been emailing the local branch, calling their customer support number, and receive weekly calls every Friday between XXXX and XXXX XXXX with the representative stating they are still looking into the issue. I feel that this issue should have been resolved as it has been several months now, and nobody is making any progress on it. I feel that if the check got lost in the mail and a new one had to be reissued, and a paper had to be signed by me before reissuing a new check, that I should not be responsible for those interest charges when it was at the fault of PNC bank. The new check was received by XXXX XXXX on Friday XX/XX/XXXX and they released the title to PNC bank the following Monday, XX/XX/XXXX. I would find it acceptable to start charging the customer interest once the check was mailed or arrived, not while it was lost in limbo for 3 weeks. If they had given me the money to pay the lease off up front, then yes, I would find it acceptable to charge me interest, but PNC handled all of this on their end. I have spoke to several customer service representatives throughout the past few months and this issue is still not resolved. I have since traded my vehicle in as I ordered a new vehicle, so this loan should technically be paid off by the dealership at this point, or soon to be, so I should get an adjustment check back for the interest.
Company Response:
State: PA
Zip: 164XX
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have 4 accounts ( three checking and one money market ) with BBVA ( now PNC ) and I have no access to these since Monday XX/XX/21. I physically went to the branch on XX/XX/21 and the teller was unable to give me the routing and account numbers due to limitations with the system. She was great but her hands were tied. I am able to login but my accounts are not visible, nor am I am able to complete any financial transactions. I have in writing that I would be supplied with these account numbers prior to the merger but nothing was received. I hope PNC is heavily fined for this gross negligence.
Company Response:
State: CO
Zip: 80231
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I received correspondence notifying me that my mortgage was transferred from XXXX XXXX to PNC Bank. I contacted PNC Bank for assistance to establish an online account. The rep. stated that I couldn't enroll until XX/XX/2021. On XX/XX/2021, I contacted PNC Bank to establish an online account because the online feature was not working. I was told that I needed a pin # to create an online account. I was given a pin # and then told that I had to enter the pin # within 15 minutes. I did that and the system still did not allow me to create an online account. Again on XX/XX/2021, I contacted PNC Bank and the representative tells me that they will have to " mail '' me a pin # in order for me to create an account, but they are " able '' to take a payment from me over the phone in the meantime. I explained my concern for providing my banking information without having an established online account. The rep then tells me, " if you don't make a payment by the end of the month, then I will be penalized for the late payment ''. In my opinion, PNC Bank has established a business model that will guarantee penalty payments for new customers. The antiquated process ensures no one will be able to set up an online account in time to make online payments ( without a penalty ). For example, if their existing system is unable to recognize my account information to establish an online account, then why should I have confidence that my payment " over the phone '' will be applied to the correct account that doesn't exist. This business practice needs to be investigated and PNC Bank needs be held accountable for establishing antiquated systems that provide barriers to consumers attempting to make mortgage payments on time ( without penalty ). Thank you in advance for your assistance with this matter.
Company Response:
State: AL
Zip: 36116
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Company has shut down their online chat service, is actively dismissing calls with long wait times, and has no other way of contacting for closure. They have asked that I use XXXX for their customer service, which directs me to the call line, that again, consistently drops calls on their waiting line. I have verified this by checking with their XXXX help line, as others are experiencing the same.
Company Response:
State: OR
Zip: 97266
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Company ( PNC ) lowered my credit limit from {$10.00}, XXXX to {$3800.00} saying I had credit score of XXXX which is wrong correct score is XXXX also saying using to much of my credit wrong also only using 28 % saying late on payment I was never late saying they used XXXX called XXXX got copy of credit report that confirmed everything I said XXXX thinks they got me mixed up with someone else or look at wrong person I called PNC and they won't even look at report or try and correct it my XXXX score has dropped almost 40 points because of this and they just don't care, my credit is suffering because of their mistake and they are not trying to correct it.
Company Response:
State: OH
Zip: 43140
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-15
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: PNC bank states to XXXX credit bureau that {$160.00} written off ; {$560.00} past due as of XX/XX/2019. This is not true, a delinquency was a delay in an insurance claim.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A