Date Received: 2021-09-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2021, I called BBVA Customer Service to request a new Debit Card. I was advised that I would receive it ... ASAP. I again call BBVA customer service in or around XX/XX/XXXX to inquire about my debit card. I was asked to visit my local branch, which I did to request ANOTHER card. XX/XX/2021 I again call BBVA to find out the status of my card and I was told to visit the local branch AGAIN to request the card. I called the local branch, and I was advised that NO ONE, WENT ON XX/XX/2021 TO REQUEST a card. I will start acquiring late fees because of BBVA failure to provide me the means to pay my bills, which all of them are ONLINE and only can be done thru debit/credit card. Last thing I was told by customer service locally was that they apologize again for the inconvenience and that they will not assist me to find a quick remedy to my problem, which is one that they created in the first place.
Company Response:
State: TX
Zip: 78046
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: ITHIS IS THE ABSOLUTE TRUTH. ] deposited a large check from my mothers estate and forgot about the money because it was in the bank and saw no reason to worry about these funds. When my sister came to see me there was no money. Consequently, the state attorney is attacking me for having stolen this money. The bank has sent nicely prepared lkedger sheeyts showing withdrawals and other items saying I took this money. I DID NOT DO THIS. How easy would it be to prepare forged documents when you have access to these things. I can not seem to get an attorney to really investigate this because they are all " ambulance chasing. '' and this would have to be pro bono. I will take a polygraph if necessary. What notices and papers I had were lost when I had my XXXX and movled to an assistant living facility.
Company Response:
State: MD
Zip: 21207
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/XXXX I applied for the BBVA Select credit card. On XX/XX/XXXX I received an e-mail from BBVA congratulating me on my new card. On XX/XX/XXXX the {$99.00} annual fee posted to my credit card. On XX/XX/XXXX I canceled the credit card and told them that my reason for canceling the card was that it wasn't worth paying the annual fee for the benefits I received from the card. On XX/XX/XXXX I received an alert from my credit monitoring service that my BBVA account was 30 days past due. On XX/XX/XXXX I contacted customer service and asked that the late fees and annual fee be removed since I had not had the card at any time during the 2nd year. They told me they would get back to me and on XX/XX/XXXX notified me that the late charges would be refunded but they were not going to remove the annual fee because I was aware that there was an annual fee when I canceled the card. I asked them to elevate the request but they said the decision was final and I could file a complaint if I wanted to. They were supposed to call me back in 3-5 days for the complaint but I haven't received any contact since XX/XX/XXXX. I think this is fradulent because I never had the card for any of the time that would be covered by the annual fee so I didn't receive any benefit from it. I paid the annual fee this morning before they did any more damage to my credit rating so essentially they are forcing me to pay for something I don't want and didn't receive and won't benefit from.
Company Response:
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2021 we met with the branch manager of the PNC Bank location in XXXX XXXX, NJ. We met w/ the manager in order to close a CD that was held by our mother who passed away. We provided all documentation requested by PNC and were then told by the PNC manager that PNC would mail additional documentation to us for completion in order to finalize the closure of the account. On XX/XX/2021 we went back to the PNC branch because we did not receive the additional documentation. We were told it was mailed on XX/XX/2021 and that they would mail the documentation again on XX/XX/2021 since we didn't receive it. They gave us a number to call at PNC to follow-up at XXXX. Today is XX/XX/2021 and we still have not received said documentation so we called PNC at XXXX to follow-up and were told we should have the additional documentation on XX/XX/2021 and if we do not receive it to go back to the local branch and make arrangements for the documentation to be sent to the branch. PNC does not have a good reputation when it comes to processing paperwork and releasing funds. They make it very difficult. I work for a title company and getting a discharge of mortgage or payoff statement from them is equally as frustrating. I would NEVER recommend anyone using PNC for anything. At this point they will have been able to use our money for almost 2 months from date of initial contact and counting. They obviously do not want to release your money timely. Thank you.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: on the date of XXXX XXXX .PNC BANK provide a cashier check in the amount of / {$10000.00}, without my written permission for an alledged debt. this caused me damage/ during the pandemic.
Company Response:
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2021-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I visited drive thru of a PNC Bank near my home, to make my usual mtg payment for the following month, that being XX/XX/2021. I always pay mtg and an addition principal. Sometime I receive two receipts, sometimes not. I questioned this practice at some point & was advised it depended on the teller. On Monday XXXX, I called loan servicing to advise I hadn't received a paper statement as per previous month. ( no more coupon books ). Loan servicing offered no reason, just that I could use automated service or branch. ( All my payments have been made directly to local PNC branch in my neighborhood. Rep never mentioned an issue with my mortgage account! On Friday XXXX, XXXX, I received a call from PNC stating my Mortgage for XXXX had not been received ( payment + prin made XXXX per my bank statement & their receipts ). When I advised indeed said payment was made and when, she then says that my entire payment was applied to the PRINCIPAL, which is not what was designated to the teller of PNC bank. So she then tells me " I HAVE TO '' make a mortgage payment!!!! I asked her what dept she was calling from, she then lies and makes up a fancy name. Since I have worked for a mortgage co in XXXX XXXX, I advised her she was a liar and the dept is COLLECTIONS ... .which was not disputed. She then realizes my funds were misapplied to the account & offered to expedite the issue to their escalation dept. I requested a Manager, she at first said she'd be in late, next she was off, then Mgrs are all in a meeting and I could leave a message. I declined all of the above, because this is the 2nd such incident with this Bank! She then bridged on another person in her department ( she was absolutely no help ). I hung up and called the branch Mgr where the payment was made. She will be looking into the matter. In the meantime I when to the same branch location to make XXXX 's mrtg payment but had a Mgr take my payment. The Mgr I had spoken with earlier was on a call. I came home, checked my mail and noticed I had received a nasty letter that I was delinquent. I called PNC number on that document and spoke with a young lady to advise her, ( she was clueless ) said the problem was that I MADE MY MORTGAGE PAYMENT TOO EARLY!! She proceeds to advise me that when I made my XXXX payment, it wasn't the first of the month, so that payment was applied to the principal. Obviously I am dealing with people who have no mortgage! ... Oh and the notice of delinquency has late fees etc. but the amount I paid was more, so explain why no one caught this huge issue. She then states my payment I made for XXXX will be applied to my " past due amount '' for XXXX. I feel like I am in the twilight zone. Seriously, and these people are servicing my mortgage... After finally reading my entire account, Loan servicing says payment for XXXX will be correctly applied by XXXX ... why would it take that much time! I am so mad. The local Branch Mgr will contact someone and call me Monday. I received an email from an Executive whom I will speak with Monday. This is the 2nd time. Legal action is next. They already have a pending lawsuit. I want this bank put on Notice. I have perfect credit and they keep trying to ruin it. I have never ever missed a payment. I will have to personally supervise all mortgage payments made to this bank.
Company Response:
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2021-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I found out that I lost money from my account
Company Response:
State: OH
Zip: 43223
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I've already filed a complaint regarding this issue which was closed prematurely. The complaint number is # XXXX. BBVA fraudulently reopened my account, in my opinion, in an attempt to get old customers to come back to revive their dying business. They acknowledged that they reopened a closed account, however, they have made no attempt to close the account. My XXXX report shows that the account is still open. BBVA USA needs to be investigated for shady practices.
Company Response:
State: TX
Zip: 78745
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My mother had an account with PNC bank. She XXXX in XX/XX/XXXX due to complications from XXXX XXXX XXXX. While my mother was alive, due to her condition, I had a general power of attorney, which allowed me to handle her finances, including accessing funds from her PNC account ( essentially, to pay for her XXXX supplement and miscellaneous expenses related to her care ). Upon my mother 's death, the general power of attorney expired and I could no longer access her PNC account. She had {$850.00} remaining in her account. My mother XXXX in Florida and I lived in Florida at this time too. As her heir, I assumed, I could eventually access the funds upon proof of my relationship to her. I have since relocated to XXXX, Wisconsin. In early XXXX, I went to a PNC branch in downtown XXXX, where the bank employees told me I needed to complete a " Transfer by Affidavit '' before I could close my mother 's account and acquire the remaining funds. I completed the Affidavit, but the pandemic happened, and I did not resolve this matter at that time due to the need for social distancing. Recently, however, the State of Wisconsin, sent me a notice that the state intended to seize the funds in my mother 's PNC account because the account has been dormant for a significant period of time. This notice motivated me to renew my efforts to resolve the outstanding matter with my mother 's PNC account. In Spring XXXX, I submitted the " Transfer by Affidavit, '' along with copies of my mother 's Florida death certificate, my Illinois birth certificate ( establishing my relationship with my mother ), my mother 's Social Security card, and my photo ID to PNC bank employees in XXXX XXXX, Wisconsin for their review. At that time, the PNC employees said they needed to submit copies of these materials to " document reviewers. '' I never received a response from PNC. On XX/XX/XXXX, I returned to the PNC branch in XXXX XXXX, Wisconsin to inquire about the status of closing my mother 's PNC account and my receipt of the remaining funds as her surviving heir. The PNC employees ( different from the employees I originally dealt with ) contacted some PNC official, who determined that the " Transfer by Affidavit '' I originally submitted was incomplete. On the same date, I completed a new " Transfer by Affidavit. '' The PNC branch employees, however, refused to notarize the document because I was not a PNC customer ( arguably, as heir to my mother 's funds, I was technically their customer, but I didn't quibble ). I therefore walked down the street to another bank, where I had the Affidavit notarized. I then returned to the PNC branch with the properly notarized " Transfer by Affidavit '' and submitted it to the PNC branch employees. I also had the same supporting documents ( i.e., my mother 's death certificate, my birth certificate, my photo ID ) available for their review. The PNC employee said they would contact me once they heard from the " document reviewers. '' The PNC employee gave me her business card, which indicated her name and her title- Branch Manager. On XX/XX/XXXX, I decided to return to the PNC XXXX XXXX branch because I had heard nothing from PNC since my last attempt to resolve this matter on XX/XX/XXXX ( a month ago ). I was met by one of the PNC employees with whom I dealt in Spring XXXX. Not knowing about my XXXX visit, she referred to my original " Transfer by Affidavit, '' and said it was not accepted. I told her I had since returned and remedied the problem with a new " Transfer by Affidavit, '' but was unaware of my last effort. She apparently contacted Ms. XXXX, who evidently told her that my latest " Transfer by Affidavit '' was secured in Ms. XXXX 's desk. The employee told me that she couldn't access the " Affidavit, '' and that I would need to return to the branch on another date. About an hour after I left the branch, Ms. XXXX called me. She said the " documents reviewers '' again rejected the " Transfer by Affidavit '' because the affidavit was a Wisconsin, not a Florida, " Transfer by Affidavit. '' Because my mother XXXX in Florida, they claim I needed to execute a " Florida '' Transfer by Affidavit. I objected and said it seems the " documents reviewers '' change the rules whenever I submit a revised Affidavit. PNC 's new insistence that I use a " Florida '' affidavit ( vice the " Wisconsin '' affidavit ) is unreasonable for a couple reasons : ( 1 ) I have demonstrated through proper documentation ( e.g., my mother 's death certificate, my birth certificate, my photo ID, and an affidavit attesting that I am my mother 's heir ) that I am my mother 's heir and should receive the remaining funds in her account, and ( 2 ) the new insistence that the affidavit I use be a " Florida '' affidavit seems unjustifiably pretextual given : ( a ) PNC knew as early as Spring XXXX that my mother XXXX in Florida, but only now ( after purportedly reviewing 2 submissions of my affidavit ) insists that the affidavit be a " Florida '' affidavit, ( b ) the State of Wisconsin, not Florida, is claiming a potential interest in the funds, and ( c ) it shouldn't matter where a customer dies if that customer 's funds can theoretically be accessed from anywhere given that PNC is a business involved in international and interstate commerce. PNC seems to be using ad hoc rules that, in this case, emphasize form over substance in order to wrongfully appropriate funds.
Company Response:
State: WI
Zip: 53217
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-22
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: In XX/XX/2021 I received a notice from XXXX XXXX XXXX that my monthly rate was going to increase. I called XXXX XXXX at XXXX to cancel my service because I could not afford the increase. XXXX removed the increase and also gave me a 10 % discount. Because of the offer I did not cancel my account. When the XXXX transaction processed at PNC Bank it was for the full amount. I called XXXX and left a message but did not get a return call. I disputed the charge based upon the wrong dollar amount charged. I received a credit for the {$49.00} and a investigation was started. I eventually was able to contact XXXX and explained what I did. She looked at the account and said the correct amount should have been {$42.00}. I told her to run that amount and it should pay. When XXXX attempted to process the correct amount It failed to process. I called PNC Bank and spoke to a representative about the issue. I was told that two amounts were trying to process, one for {$49.00} and one for {$42.00}. I called XXXX back and told her what happened. She then cancelled the XXXX payment and said the {$42.00} would be charged in XXXX. When the XXXX payment attempt was made it failed to process again. I called PNC Bank and was told that the payment problem was on the XXXX side. I questioned the fact that there was a dispute filed, would that cause the problem. I was told no. I called XXXX again and she looked at the account and cancelled the XXXX payment. The next payment was due in XXXX. When the XXXX payment was attempted to be made the payment was rejected by PNC. I called PNC again speaking to a different representative and that person told me that the dispute was in fact the problem. I told that representative that the correct payment is {$42.00} and that the other bills were voided. That representative asked then if the issue was resolved. I responded yes so they charged my account the {$49.00} when no payment was due. I filed another dispute because nothing was due and moved the payment to another bank so the bill would be paid in a timely manner and paid correctly. I have been getting letters over the issue from PNC Bank so I went to a local branch and spoke to a XXXX XXXX at the XXXX XXXX here in XXXX. I explained the issue to him and he understood, after looking at the history of what went wrong. The dispute was filed incorrectly by PNC Bank. XXXX entered information into the PNC Banking System to correct the problem. A few weeks later another letter came from PNC Bank over the same issue. I once again contacted XXXX XXXX, the branch manager at XXXX XXXX, and once again he looked at the account and sent an email to someone and said he would watch the email to see when someone read it. He also said that the issue should be taken care of. On XX/XX/XXXX I got another letter from PNC Bank over the issue saying that their investigation showed that the payment should have been made and that they were going to reverse the credit given on XX/XX/2021. I sent XXXX XXXX another email and a copy of the letter. I told him that I would start closing accounts at PNC unless this gets corrected. I received an email on XX/XX/2021 from a PNC Bank Representative wanting to talk to me. We eventually connected over the phone and she said the same thing as the letters have been saying that they would remove the money from my account on the XX/XX/XXXX. I explained that nothing was due and the money needed to stay in my account. She was adamant about removing the money from the account even though nothing was due. My XXXX account was paid as agreed. Here is a case where a customer is not protected using a debit card for unauthorized charges. This money belongs to me, not PNC Bank and not XXXX. Even a branch manager could not get this resolved because the dispute department and their representatives will not listen. They are just lazy and do not want to investigate properly. All they would have to do in contact XXXX and ask if the payment is due, but they could not be bothered. Its easier to put the customer through XXXX in this ridiculous process. I have even provided proof that the account is current. PNC Bank wants information of how the bill is being paid. They want the account number of the bank that I am using to pay the XXXX account. I will not provide them with that information. I feel it is none of their business. The bill is mine, not PNC Banks. The money is also mine, not PNC Bank. I want the {$49.00} returned to my account and this issues settled.
Company Response:
State: PA
Zip: 16510
Submitted Via: Web
Date Sent: 2021-09-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A