Date Received: 2021-10-12
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I have been waiting for 9 months for BBVA to return the money from a checking account closed by the Enterprise Fraud Department in XX/XX/2021. My checking account was closed by BBVA in XX/XX/2021, due to my daughters ' unemployment benefit checks depositing to my account as they had been for the previous 10 months, my daughter was not a signer on the account. There had been no problem with the ACH deposits for 10 months so I assumed it was okay. I received a letter explaining my account had been closed and after a mandatory 10 day waiting period they would send me the balance or send the money back to the XXXX XXXX XXXX if there were any disputes as to the rightful owner of the funds. I waited a month then began a daily routine of calling the XXXX Fraud Dept. at BBVA to be put on hold for a minimum of 45 min usually to be hung up on as the phone was answered this went on for 5 months during that time I spoke to 5 different people who all told me the money had been sent to me by US mail as a check. I continued to call after never getting a check and was told by someone that I had withdrawn the money myself months ago, also told by another person that the money was sent to XXXX which it was not. I have spoken to the state comptroller to verify. I got another letter in the mail informing me my accoount was now frozen an they would be sending the balance to my address on file in 10 days. That was over 40 days ago.
Company Response:
State: TX
Zip: 77070
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are responding to PNC Bank response on complaint XXXX. We were suppose to get 60 days to respond which is today XXXX. CFPB has closed this complaint on the XXXX day.
Company Response:
State: OH
Zip: 431XX
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Around XXXX of XXXX I found out that I had been a victim of identity theft at my PNC bank regarding my Student checking and savings accounts. I shared these accounts with my mother because she opened these for me when I was a minor. After speaking with a branch manager in XXXX, OH, to our surprise, we found out that there were multiple deposits made into my account ranging from {$1000.00} to {$15000.00} all coming from The Illinois Department of Employment Security ( IDES ). I currently and have always lived in Ohio and have no knowledge of these transactions. We were informed that these deposits started in XXXX of XXXX. I was unaware of these because I am a XXXX XXXX XXXX XXXX XXXX and I was not working at the time, so I had no reason to regularly check my bank accounts. The unknown person that stole my identity and account information used my name somehow to receive unemployment and have it deposited to my PNC checking and savings accounts. These were NOT my deposits and I had nothing to do with it. The unknown person also, transferred the money from my PNC accounts into another unknown account that was not mine. The branch manager informed me that there was an ongoing investigation. So She advised that I opened another checking account because we said we would not be using the fraudulent account anymore. I withdrew my {$100.00} that was actually mine and left the fraudulent account alone. The branch manager said she would follow-up to see if she could find anything out about the investigation and someone should be in touch with me. She also put in a dispute for me on all of the charges. Some of those disputes came back as denied stating that and error did not occur because the transfers to the unknown bank account had already processed. In the meantime, months passed by and I followed up with the manager every now and then, but they were still investigating. In XXXX Is when I finally received a letter from PNC stating that my account along with my mother 's additional PNC accounts had all been closed. There was no reason giving at first, but after speaking with the branch manager again she informed us that this is typical of how PNC conducts its business. They disassociate themselves from the customer and any fraudulent accounts. I also received another letter stating that I owed over {$6000.00} of debt for the fraudulent account. They closed the fraudulent account and they also closed my 2nd student PNC accounts that I opened after the fraudulent activity. I had a balance of over $ 500+ in that account and that money was taken without permission and applied to the balance of my fraudulent account. I was also told by the branch manager that a charge off would go to me and my mothers credit report, which is ridiculous for something that we do not cause. Me and my mom have called PNC numerous times and have been given multiple numbers to try and get this resolved. Only ending up with no one knowing the answer and sending us in circles.
Company Response:
State: OH
Zip: 43081
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I had applied for Covid relief during the pandemic because I was unable to work as a XXXX. I restarted my monthly payments and they didn't post a late fee on my account until XX/XX/2021. They have been charging a late fee ever since I applied for relief on my account. I would like for them to freeze this account until this issue is resolved. I do not want late fees to accrue, or for it to affect my credit score. PNC has been charging me late fees ever since I applied for Covid relief with them.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PNC ( acct. # XXXX ) is my first mortgage and XXXX XXXX XXXX XXXX XXXXXXXX ( acct. # XXXX ) is my second mortgage. I am in significant hardship due to Covid-19. I'm trying to sell the house because I can no longer pay both mortgages. I have repeatedly filed hardship letters to both companies and they continue to misplace my request for a short sale. They are continuously losing my personal documents and then closing my cases. I filed everything by fax ( XX/XX/XXXX ) from a PNC branch for a hardship/short sale. It was over 100 pages with my loan number on every page. I was then told more documents were needed. So on XX/XX/XXXX, I emailed additional documents to PNC XXXX XXXX and now I'm told my request for a short sale has been closed? WHY? I have had the 2nd loan since 2007. And just learn that a XXXX loan will not be paid off until XXXX at 11.5 %. INn the past I tried to refinance and was told I couldn't. To date I have paid {$54000.00} on a {$31000.00} loan. And have been stuck with it. The investor on that loan is XXXX XXXXXXXX XXXX XXXXXXXX. That loan has been sold many times as well. I have a buyer who has patiently been waiting. PNC and XXXX XXXX has copies of the settlement HUD. I have called PNC and XXXX XXXX several times..and each time I spoke with a different representative and was told different scenarios. I was told things were missing from the XX/XX/XXXX fax... but was recovered when I complained. I am in dire default of my loan because of Covid-19. And facing significant hardship. I am trying to sell the house and PNC snd XXXX XXXX representatives are very misleading in my case. As to PNC : I need someone to explain why I'm {$51000.00} in behind payments? My principal amount prior to default was approximately {$210000.00}. My payments were approximately XXXX which was interest and principal. So being in default ... shouldn't interest be the only thing ongoing? I now owe approximately {$260000.00}? Please explain how in 25 months of default im getting hit with my principal on top of interest. In any case, I need this all clarified and resolved ... as I am trying to sell it. I need a recalculation of what is owed and a short sale. As the settlement is XX/XX/XXXX and IRS had liens on the house too. They are releasing the liens for only 30 days. XX/XX/XXXX to XX/XX/XXXX. Again, I applied for both short sales on XXXX
Company Response:
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-11
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 have contacted the credit bureaus and PNC BANK to remove this account that was open on XXXX XXXX, 2014 ( 7 yrs, 8 mos ) which make it obsolate under the 7 years statute of limitation of the FCRA. The account is also fraudulent.
Company Response:
State: IL
Zip: 60014
Submitted Via: Web
Date Sent: 2021-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-10
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: PNC Bank Executive Client Services : Date :. Tuesday, XX/XX/XXXX PNC Bank Fraud Claims Investigation : XXXX XXXX Follow-Up Call To E-Mail : XXXX From Date : XXXX ( ESDT ), Thursday, XX/XX/XXXX My Follow-Up Voicemail Call : XXXX ( ESDT ), Tuesday, XX/XX/XXXX Voicemail ext. 2-Marked Important Requested Follow-Up Call XXXX XXXX, PNC Executive Client Services Tel. # : ( XXXX ) XXXX Monday, XX/XX/XXXX PNC Bank Fraud Claims Investigation launched . Call Summary : XXXX XXXX promised to call me back after speaking with PNC Fraud Department about my XX/XX/XXXX I filed PNC Fraud claims at night in the evening. During this conversation after politely introducing myself and explaining what happened, I simply asked her : ( 1. ) What is the current status of my PNC Fraud Claims? ( 2. ) What are my options as far as having my claims actually investigated? ( 3. ) Why werent my PNC Bank Fraud Claims initially investigated? ( 4. ) I explained to XXXX XXXX the gust of my claims regarding both the XXXX Bus Ticket fraud claim from Friday, XX/XX/XXXX and that also, the fraud claims for all of the unaccounted for online PNC Bank fraudulent debit card transactions are definitely the exact result of my old friend and now long-time stalker XXXX XXXX XXXX , who it appears defrauded me mostly throughout the month of XX/XX/XXXX on or near my birthday because unfortunately shes the only close friend that Ive had over the years who has realized that Ive definitely had a birthday in the month of XX/XX/XXXX, due to the fact that Ive had to give her workplace College Admissions Office and Continuing Education Office all of this information ever since Fall XXXX semester on Tuesday, XX/XX/XXXX. XXXX XXXX XXXX is the Public Information Officer and my former Disability Support Services Counselor at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX I waited very patiently every day up until the end of the current business week on the last business day of Friday, XX/XX/XXXX, but I never received a follow-up call e-mail, unfortunately. I also havent received the XX/XX/XXXX PNC Bank bank statements that XXXX promised me and assured me that she would send me in the postal mail. XXXX XXXX was quick to basically shoot down my request so fast in terms of how quickly she denied my request that she simply denied my request so altogether when I requested that she e-mail me my XX/XX/XXXX bank statement. Furthermore, when I also expressed to her that having her send me my XX/XX/XXXX PNC Bank statement via e-mail was the faster and virtually more convenient method of sending me my XX/XX/XXXX bank statement, she was even quicker and more confidently with impressionable back-bone reiterated to me that that she definitely couldnt extend me the courtesy of giving me the PNC Bank XX/XX/XXXX bank statement. XXXX XXXX with a condescending tone of voice, continued to rudely talk over me for the remainder of the duration of the phone call with her both cold and highly dismissive attitude for no apparent reason, inspire of the fact that I was very polite and highly, no wait far too considerate in my tone of voice when speaking to her over the phone. I dont appreciate this type of treatment at all from PNC Bank XXXX Furthermore, I dont agree that XXXX as she claims in her e-mail addressed to me at date : XXXX ( ESDT ), Tuesday, XX/XX/XXXX. Also, in the e-mail XXXX XXXX negligently and dishonestly lied about calling me before in the Thursday, XX/XX/XXXX. I never received any phone calls at all from XXXX XXXX before. Furthermore, I was heartbroken at the fact that XXXX XXXX didnt follow-up with me afterwards, like she deceptively promised me she would, to make matters worse, I definitely, naively anticipated that she would follow-up with me for nothing because I negligently didnt receive a single phone call or e-mail from XXXX XXXX. Overall, unfortunately, there was no further XXXX XXXX all afterwards since last Tuesday, XX/XX/XXXX. This very strange, cold and its definitely very negligent, the irresponsible inability of XXXX XXXX, PNC Executive Client Services to follow-up with me afterwards. I dont feel like PNC took our business client relationship seriously at all and thats ridiculously horrendous, especially, considering the fact that I was a customer with PNC Bank for about 2 years ever since about XX/XX/XXXX. This is definitely terrible because its typically standard procedure for most banks to value long term customers and I was a PNC Bank client for about 2 whole years. This is far too much negligence, in my opinion because its literally 7 months later and PNC Bank is still not giving me a sufficiently satisfactory answer to adequately explain to me the original source of all of these fraudulent online debit card transactions, which occurred on my PNC Bank account during the month of XX/XX/XXXX.
Company Response:
State: WA
Zip: 98226
Submitted Via: Web
Date Sent: 2021-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Beginning XXXX, our home was designated flood area and our mortgage carrier BBVA compass sent out a notice that we must purchase floor insurance by XX/XX/XXXX. If we don't comply, they will purchase one for us. I began my search for a carrier by asking my insurance agent on XX/XX/XXXX. It took about 2 months to obtain my own insurance which went into effect XX/XX/XXXX at annual cost of {$650.00}. BBVA collaborated with a company, XXXX XXXX XXXX XXXX ) to provide coverage beginning XX/XX/XXXX. They charged me {$2900.00} for a 12 month period, which is substantially higher than the rate I received from the carrier my agent found for me. I didn't realize obtaining flood insurance takes such a long time, and I assumed my mortgage company would find us a reasonable coverage with market standard fees. That is the only reason I didn't attempt to find my own coverage. Now I learn the fees charged by XXXX is exorbitant and not a customary price for this type of insurance. A $ XXXX monthly added cost to my mortgage payments, would send me into foreclosure during this tumultuous period and I can not believe BBVA would in good faith cause such harm to their clients. It was this outrageous pricing that prompted me to look for another carrier. I started to think BBVA and XXXX cornered us into accepting this ridiculously priced policy because they thought we are clueless consumers without a choice in the matter as truly many of us likely are unfamiliar with flood coverage mandates. According to XXXX XXXX XXXX XXXX, that legislation on flood insurance has taken numerous twists and turns since inception in XXXX, and even so " the flood insurance requirements are still the least understood and most violated. '' I believe I am a victim of bankers and insurance company taking advantage of my naivety. I reached out to BBVA and the insurance handling department several times to ask for forgiveness and refund of {$760.00}, but got the same response : " we are required by policy to carry flood insurance and that date of coverage was XXXX, and we can not remove the charges. '' Furthermore, because BBVA sold to XXXX XXXX, and they will not handle any more calls or complaints at this time. There were not flood related claims during this period. I didn't need the coverage and would never have agreed to their exorbitant pricing had I been given a chance to search for a similar product on the free market.
Company Response:
State: CA
Zip: 90291
Submitted Via: Web
Date Sent: 2021-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: PNC and BBVA bricked my bank account. They also misled and deceived me into thinking there would be no interruption of service when they knew there would be. BBVA notified me via email on XX/XX/2021 that BBVA is merging with PNC, stating : " Its official, we can now share with you that BBVA USA is part of PNC. **There is nothing required from you. Continue to bank as you do. ** Over the next few months youll receive additional communications from PNC. '' ( ** indicates bolded original text. ) On Friday ( XX/XX/2021 ), when I tried to deposit several checks and transfer funds to and from the account, I found both the BBVA mobile app and their website to be in " view only '' mode. I have since been unable to use my account at all. They gave no warning ; in fact on the contrary, per the statement above in bolded text saying, " There is nothing required from you. Continue to bank as you do. '' That was, it turns out, totally misleading and deceptive marketing, and in fact is patently false. In trying to resolve the issue I downloaded the PNC app, hoping to be able to log in there, but after several attempts ( using the same credentials as I use to log into BBVA, per their instructions ) they froze my account. Scouring the BBVA website for any help, I found an FAQ article stating that as of Tuesday, XX/XX/2021, PNC would 'begin transitioning accounts. ' No indication as to when I might be able to use my account again. Checking their website again right now shows, " The conversion of BBVA USA customer accounts, products, and services to PNC is anticipated for XX/XX/2021. '' We're nearly halfway through XXXX. I have even checked my spam folder to see if I've missed any " additional communications '' from PNC as advertised initially, but there is nothing there. In short, BBVA and PNC bricked my bank account with all the money in it.
Company Response:
State: NY
Zip: 10952
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-09
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Hi, In XX/XX/2021, I opened a checking account with PNC bank in XXXX XXXX, FL. The address is XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX. I closed the account a few days later. Today, I received a bank statement from the PNC savings account. I never opened the PNC savings account. The person who opened the account without my knowledge was the banker in XXXX XXXX, FL. He is also the branch manager. I recall refusing to open a savings account, but the manager opened one anyway. He did not respect my decision. He does not think highly of women but bullies women into opening accounts that they do not need. The manager is a classic example of a bully and harasser. He is a bad example of customer service and a salesperson with a harassing and pushy attitude. He should not have opened a savings account against my will. I want the bank to close the savings account which PNC opened illegally. Thank you. XXXX XXXX
Company Response:
State: FL
Zip: 33442
Submitted Via: Web
Date Sent: 2021-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A