Date Received: 2021-10-15
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: PNC Bank purchased BBVA and had about six months to transition accounts. This past weekend, they eliminated BBVA access from customers from Friday-Monday, promising access within PNC 's new system would be up on Tuesday ( XXXX XXXX ). When I was unable to access my accounts on Tuesday, I visited the local branch and spent about an hour with my banker, completing a form which listed all my accounts that needed to be migrated to PNC. That form was sent by the branch to PNC on Tuesday. By Thursday, nothing further transpired and I still had no access. I contacted PNC 's leadership team in XXXX and, while they did not respond directly, they had someone contact me to let me know " they are working on this ''. As of this morning I still have no access and no one at PNC is returning calls or email messages. This situation was both predicable and avoidable and, once the problem was created and PNC was properly notified, they have exhibited seeming incompetence and indifference to finding a timely resolution, It is totally unacceptable for my wife and I to have to endure a full week without access to our accounts.
Company Response:
State: AZ
Zip: 85014
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: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My current bank, BBVA was bought by PNC. The transition took place on XX/XX/XXXX. I have 5 accounts, 2 personal and 3 business accounts. It took 2 visits to the branch and a total of 6 hours for them to give me access to my 2 personal accounts. I still can not access my 3 business accounts, which I use on a daily basis to operate my businesses. I have spent HOURS on the phone and 6 hours in person at my local branch attempting to access my account information- and now here I am, 7 days later still unable to gain access to my 3 business accounts. I am not the only one in this predicament as every former BBVA branch in XXXX is overrun with irate customers in the same situation I am.
Company Response:
State: TX
Zip: 77008
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: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I was a longtime customer of BBVA in XXXX, TX. When I began receiving communications from PNC Bank, I was assured that the transition from BBVA to PNC would be easy for me, and that, after having no access to my online account for 3 days, I would be able to sign on, on XX/XX/XXXX, and continue banking as usual. When I signed on, all that was visible to me was an account, not mine, that had XXXX balance. After hours and hours of holding on the customer support line, I was told, rather blithely, that, too bad, my account didn't transfer over. No matter how hard anyone tried ( and there were many ) no one could instruct me on a successful login. I am out of town now and 60 miles from the nearest branch. I very often rely totally on online banking. I think I am not alone, as I have been told by friends that the
Company Response:
State: TX
Zip: 77006
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: Managing an account
Subissue: Cashing a check
Consumer Complaint: I went to pnc bank previously BBVA on XXXX XXXX XXXX XXXX tx to cash a check for XXXX teller gave me XXXX went back to the bank to get corrected XXXX XXXX the manager basically kicked me out asked me to come back Tuesday, I got a call from XXXX XXXX customer service asked me come back on Tuesday to get this taken care of and HE would walk them through the issue waited there for 4hrs just to get no help from anyone Went to XXXX to thank her for NOT doing anything and had the audacity to say your welcome have a great day This is robbery the check was written for the XXXX amount and chose to do nothing.
Company Response:
State: TX
Zip: 773XX
Submitted Via: Web
Date Sent: 2021-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: BBVA Compass bank purchased by PNC Bank. Email correspondence informed customers that online banking login from Compass Bank BBVA would still work with PNC. I am able to login, but do not see my personal checking account, business checking account or business line of credit. I need to pay my contractors, pay payroll tax, pay myself, and can not access money. I am currently traveling and unable to go to a branch in person. Tuesday XXXX XX/XX/XXXX - unable to access personal checking account, business checking account, business line of credit. Emailed long time BBVA Compass bank contact, now a PNC employee. No response. Tuesday - called local PNC branch in XXXX ( XXXX ) XXXX several times, finally spoke to a teller who informed me they are having serious issues with many many customers and my accounts should show up by the end of the day. In the meantime, I called PNC XXXX, and waited on hold for more than 45 minutes several times. Never spoke to anyone at the 800 number. Wednesday XX/XX/XXXX - Still no account access. Called XXXX and waited on hold again for more than an hour. Nobody every answered. Called the local branch again and now nobody answers that line. I visited XXXX and the XXXX XXXX account, where they have the audacity to tweet they 'are here to help ' and there is obviously someone managing that account. I sent them a direct message several times and tweeted about my frustration. There are many others that chimed in that are having the same issues. The website appears to be down so now I can not login at all. Thursday XX/XX/XXXX - Still no account access. Still no account access. Called XXXX and waited on hold again for more than an hour. Nobody every answered. Called the local branch again and now nobody answers that line. More people on XXXX voicing frustration, and I even see XXXX XXXX active on XXXX, but no response to my tweets or direct messages. Some people are leaving phone numbers, I have called and left messages for PNC employees. I don't know what to do at this point.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Again I Have Been Fighting PNC For Years About This Account This Account Was Not Authorized By Myself. I Need This Off My Credit. If I Have To Involve A Lawyer And Social Media Postings I Will Resort To That. This Is Impacting My Credit And Making It Extremely Difficult To Get A Home Loan. I Want Written Proof Of Ownership Of This Card And Proof That I Signed Up And Made These Purchases. Im Not Going To Be Held Responsible For Something I Did Not Do.
Company Response:
State: PA
Zip: 161XX
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: BBVA USA was purchased by PNC Bank. Over the weekend starting Friday XXXX of XXXX they were supposed to migrate accounts, making them available again via the online banking platform by Tuesday XXXX XXXX. This process was a complete disaster. As of today XX/XX/14 at XXXX PM my accounts are not linked in online banking making it near impossible to transfer funds quickly between my business accounts. Their advice has been to go into the branch to make the transfer. Their branches are swamped and just like any other business owner I don't have time to go to a branch for this. At this point payroll will be impacted due to the banks indifference. PNC were aware of this problem ( with accounts for clients with multiple EINs ) before the go live, but proceeded anyway, assuming that it was OK to prevent customers from accessing their funds in a timely manner. During the period since the transfer it has been near impossible to communicate with anyone at the bank. While my banker has tried to be supportive their phone lines leave you on hold for over an hour before abruptly hanging up. Their team has made claims on XXXX that they are contacting people by private message, they are not. PNC 's transition of these accounts has been a disaster, senior management decided to proceed with the transition despite knowing of issues their customers would experience.
Company Response:
State: TX
Zip: 76179
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Opened a new HELOC ( at the same bank ) because the available draw on the old HELOC had ended at the end of 10 years. I received a statement on the old HELOC which showed an escrow balance of {$110.00}. Waited for a week to 10 days for PNC bank to send me a check for that balance. I was surprised that it hadn't been paid/settled/ credited to the new HELOC. Nothing ever came so I called PNC to ask for a check to be sent and they offered instead to deposit the funds in my checking account also saying they were surprised it hadn't been settled at the same time as the closing/opening of the old and new HELOCs. On XX/XX/XXXX I received a check from PNC for the {$110.00} and made a mobile deposit. The NEXT day, they credited my checking account with {$110.00} and did a stop payment on my deposit AND charged me {$12.00} for that stop on THEIR check which they sent me. The stop is justified but the service charge is NOT. I called PNC and was told I would have to speak with someone in the mortgage department ( which was closed ) to get that corrected. When the mortgage department re-opened, I called and was told it would have to be corrected by the customer service department which I had already called. I'm tired of the run around and all the wait times on hold!
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I was formerly a XXXX customer who merged or got bought out with PNC Bank. The transition happened on XX/XX/XXXX and at the time I was supposed to be able to log into my account, I wasn't able to. I figured it was probably just running a little slow with all the people trying to log in and gave it a few hours. A few hours later on XX/XX/XXXX, I tried to log in and my second attempt at logging in I received an error that my account had been locked for trying to log in too many times with incorrect information. I tried to reset my password which didn't work so, I thought maybe I was one of the people who needed to enroll and start a new account. When I did that, it tells me my information is not recognized - the information I used was my SSN and my new PNC Bank Virtual Wallet account number. I called the main help number and get someone who is helpful but unable to help me. They can see my account and confirm that I do have an account with PNC but are unable to help me get into online banking so, they transfer me. I was on hold for 2 hours and had to hang up because I had a meeting at work I needed to be on the phone for. On XX/XX/XXXX, I tried all the steps above again with all the same results except I couldn't stay on hold with them for 2 hours, only 30 minutes and then had to hang up. On XXXX XXXX same story except the slightest bit more information from one Help Desk employee : my username didn't get transferred over. And now here I am, typing this while waiting for someone to answer as the phone rings endlessly after being transferred to the Online Banking Division. I expect I'll let it ring for another hour and forty five minutes then have to hang up because of a work meeting in 2 hours. The only other way they advertise to get ahold of anyone is through XXXX. I've messaged them several times there in response to their " How can I help you '' threads as well as sending them DMs - none of which have been responded to. I can't get in to pay my bills! I can't get in to see my accounts! I can't get in tomorrow to check to make sure my paycheck will be deposited because now I don't trust that anything will be done correctly if they couldn't even port over my username correctly. I'm in IT - how was there no testing of anything? No double checking that they got everyone? They took months to get this transition set up and they miss people? There are LOTS of people on XXXX who are in the same or similar situation. It also sounds like you can't go into a branch and have them help you- they refer you to the Online Banking department.
Company Response:
State: TX
Zip: 78757
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: PNC BANK Contact XXXX XXXX XXXX XXXX, OH 44101 (XXXX) XXXX-XXXX HAS BEEN SENDING ME COLLECTION NOTICIES IN THE AMOUNT OF $XXXX THE COLLECTION HAS BEEN REPORTED AS PAST DUE . I DO NOT KNOW THIS COMPANY. I HAVE NEVER DONE ANY BUSINESS WITH THIS COMPANY . THIS COMPNAY DOES NOT HAVE A CONTRACT WITH MY SIGNATURE.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A