Date Received: 2021-09-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We began having difficulty paying our mortgage in late XXXX. In XX/XX/XXXX we paid roughly {$7000.00} to bring the account current. We paid the XX/XX/XXXX payment on time. However, we were impacted by COVID19 and both myself and my partner lost our jobs as a result of reduction in work force. We put our house on the market for sale, communicated with the mortage company, and PNC Bank agreed to issue a deferement of the mortgage until XX/XX/XXXX due to COVID19 and the Cares Act. In XX/XX/XXXX we received notice from PNC Bank offering to extend through XX/XX/XXXX. We were finally able to sale and close on the home XX/XX/XXXX. Upon checking my credit file, it was discovered they reported me past due 120 days for XXXX and XX/XX/XXXX. This was during the time we had agreed to extension for COVID19/Cares Act. I am requesting XXXX and XXXX of XXXX rating of 120 days past due be removed. We communicated with PNC Bank throughout our process and they were aware of our cirsumstance.
Company Response:
State: TX
Zip: 77521
Submitted Via: Web
Date Sent: 2021-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX pnc mortgage homeowner insurance bill they waited until XX/XX/21 to pay it from my escrow account. the payment did not get to nationwide an my insurance was to be canceled on XX/XX/21. called several times to pnc couldn't find check.that was mailed. Was told XX/XX/21 that they could stop check an issue another but I would have to pay extra money for a few months to cover it. WHY? Also My property taxes are not paid due XX/XX/21. Taking copy of the bill to PNC bank in eden square bear de so they can fax to mortgage company. because they said the didn't relieve a bill. also sent out in XXXX.
Company Response:
State: DE
Zip: 19701
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: we have a mortgage with BBVA Back in XX/XX/XXXX we went to the Bank and asked to do a Deferral for thee months. The Bank issued a Forbearance on the loan, that was XX/XX/XXXX, we maid our payments on time, never missed a payment, XX/XX/XXXX XXXX we Requested a payoff of the loan, we were in the process of a Re-finance,, we are Requesting a payoff of the Forbearance, as of to date we have had no Response from the Bank. XX/XX/XXXX we asked for payoff of Forbearance XX/XX/XXXX no correspondence with the bank we try to call and are re-routed to the country of XXXX, cant understand there language. we also Also back in XX/XX/XXXX they Requested we Pay Three month Escrow XXXX, XXXX XXXX paid {$970.00} All we want to do is pay off the Forbearance, not the Mortgage, Hope you can help us with this situation, we have had nothing but problems with this Bank we started with them back XXXX when we wanted a construction loan, What a Night Mare, the have gone from BBVA COMPASS Bank to BBVA Bank
Company Response:
State: AZ
Zip: 86442
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XXXX, an online bank for business checking, closed in XXXX. They have routed all questions to a single phone number ( no email, etc ) with BBVA. I need my historical statements so that my accountant can reconcile my old accounts. I have called BBVA multiple times and been told the paper statements would be expedited to my address. They have not. This is seriously holding me up as a business owner. BBVA has made no attempt to do anything other than the standard " mail paper statements '' process. I am being denied access to information about MY account.
Company Response:
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: After being subjected to a 3 and a half month PNC PEL loan process that ended in a denial for low income, while they collected info, I felt discriminated against as the loan was to lower my existing payments at the time of XXXX and their payment would be XXXX so I decided to pay off an existing PNC PEL so on XX/XX/2021, I paid XXXX, I paid XXXX on XX/XX/2021, I paid XXXX on XX/XX/2021, I paid XXXX on XXXX and they requested XXXX cents that I paid on XXXX, but they are reporting to XXXX after I disputed to XXXX that I still owe PNC and that I have not paid them in full. and reporting that I still owe XXXX. I supplied TransUnion with a XXXX statement and they chose to ignore the amounts paid to PNC mortgage to pay them off and still reporting inaccurate information.
Company Response:
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Prior to purchasing my home, the previous owner removed her pool. I was being overcharged by my township and informed them. They reduced my taxes. I sent the reduction of taxes notice from the Township to PNC as they directed in XXXX. My taxes are reduced by {$210.00} a quarter. PNC has for the past 3 months still have still been charging me the same monthly payment, even though I see that are paying the reduced tax amount correctly. They will not adjust my monthly payment to reflect the reduction in taxes. I have sent multiple letters and have called a number of times, I get passed around from person to person with no answer. I left numerous messages for managers I was told were not in and will call me back. The last person, switched me to a number that is no longer working at PNC Bank. I keep paying the overpayment because I do not want this incident to affect my credit but at this point I want to be reimbursed for all overcharges and to have my monthly bill adjusted to reflect the correct payment amount.
Company Response:
State: NJ
Zip: 08046
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I decided to take advantage of low interest rates and re-fi our existing 30 year term loan with PNC to a 15 year term loan and locked in on a 2.75 % rate loan. This is a rental property. It was mentioned at the start that we could expect a closing in XXXX or early XXXX. We have provided all documents requested and PNC keeps asking for more updated information, including credit checks, which reduce our score each time. We feel that PNC is slow-walking us since there is no incentive for them to reduce their income from us. We incurred appraisal fee of {$680.00} at the start which appraisal has now expired. What recourse do we have? Thanks, XXXX and XXXX XXXX
Company Response:
State: CA
Zip: 92107
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I went into forbearance in XXXX of 2020 because I am a XXXX XXXX and my work was affected by the pandemic. Before I entered into the forbearance, I read about the CARES act and saw that entering pandemic related forbearance would not affect my credit, or my ex 's credit because while I own the title to the property, he is on the mortgage still. I have asked about this every time I spoke to my mortgage company and they said that our credit would not be affected. My ex has taken me to court, saying that his credit has been harmed by my forbearance. I would like to speak to someone who can explain to me the CARES Act rules about how credit is not affected by entering the forbearance program. In addition, I was told that my deferred payments would be " tacked on to the end of the loan '' which I wrongly thought meant that the loan maturation date would be changed. On Monday I found out that through HUD that deferred amount is now a balloon payment that will be a lien on the property until it is paid off, and that the loan maturation date remains the same. No one explained this as part of the pandemic forbearance process to me. I see now that I could have gone to this site and HUD and learned more, but I didn't understand that I needed to do that. My lender gave me a website to go to, but I asked and thought that it was a separate program, not the one that I was participating in so again, I didn't look. The communication process didn't ensure that I understood what was happening. I would like for someone to help me understand how that lien will affect the credit of myself and my ex, because he is seeking to force me to refinance or sell the home to get him off the mortgage, and he is saying that the lien is damaging his credit. I would appreciate understanding how the lien will affect our credit and if that is allowed under the CARES Act because it states that credit will not be affected if you enter into the pandemic forbearance program.
Company Response:
State: CA
Zip: 908XX
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: At XXXX am on XX/XX/XXXX, I was about to fall asleep when I received a debit notification from my bank about a {$720.00} debit transaction and I instantly panicked because I had not purchased anything at all during that time, let alone from XXXX. I know this because, as my banking history clearly reflects, I dont use XXXX for purchasing anything personally. I dont even like XXXX. I only keep it because I have a few international clients and its the only way they can pay my invoices. So, the money is ALWAYS incoming, not outgoing with XXXX. Aside from that, as I said, I had not purchased ANYTHING from XXXX that moment or even that day. Since it was the middle of the night, I had to wait until the morning to try to get some help. At XXXX XXXX I first called XXXX but that was only to find out that they are closed on weekends! So, at XXXX XXXX, I called BBVA and immediately informed them that I DID NOT authorize that transaction, nor did I have any knowledge of what it was for, or how it could have possibly been charged. The first lady I spoke with said she could file the dispute but theyd have to close my card. So, I informed her to please give me a couple hours to grab some cash out of the ATM to live on for a few days and then after I did that, I immediately called BBVA back and told them to FILE THE FRAUD DISPUTE! However, several days later, when I called to check the status of the refund and ask if they could please expedite it because I was very low on funds, the second person I spoke with in the dispute department advised me that the first lady had closed the dispute and denied it because she lied and said that I told her to forget about it. I NEVER SAID THAT. This was on or about XX/XX/XXXX. That person told me HE would then file the dispute. But when I called AGAIN on XX/XX/XXXX, I was informed YET AGAIN by YET ANOTHER BBVA person that the second person had also failed to file the dispute. That guy then told me HE had filed the dispute but when he wanted to give me the confirmation number, I advised him I was driving on the interstate and I asked if he could please email me a confirmation. He said, No. We dont do that at this bank. We can not confirm anything. Either write it down, or forget it. I again informed him it was unsafe to do that on the interstate ( XXXX XXXX near XXXX the windiest road out there ). He again confirmed he had filed the dispute verbally. THEN, 7 days later, on XX/XX/XXXX, when I STILL had not received my money back, I called and spoke with XXXX at BBVA. He was actually very pleasant to talk to and promised hed help me. He even said everything BBVA was doing to me was wrong, and he was not only going to file the dispute, he was going to escalate it AND send an email that moment to the investigator and ask them to please take care of my case IMMEDIATELY after all Ive been through. This time, I really thought it was going to be taken care of. But I called today to check the status and I was informed that BBVA had just decided to DENY my claimed dispute. When I asked the reason for this denial, he scoffed at me and said, I dont have to give you that information. But I will. They decided that its NOT fraudulent and that you lied about the fact that it was actually YOU who made the purchase on XX/XX/XXXX. Of course, I got very upset over this. I began crying and I explained that Ive been entirely BROKE for the past 2-3 weeks because of this situation, and I also explained that beyond having - {$6.00} in my checking account BECAUSE OF THEM, my utilities are going to be turned off if I dont pay my bill by XXXX XXXX tonight! He laughed at me then hung up. Thats when I called today and spoke with a nice lady in your department who advised me to file this complaint. Basically, BBVA has withheld {$720.00} of MY MONEY that was fraudulently pulled from my account. And when I tried to file the dispute WITHIN HOURS of finding out about it, I was put through the ringer for over 3 weeks! I was mocked, laughed at, lied to, yelled at, called names, hung up on, you name it. This is the worst bank Ive ever dealt with and Im trying to get as far away from them as possible, but I cant do that until I get my money back! And its already too late. I am XXXX. Im XXXX. I live alone. And unless I sign a client AND get their payment tonight by XXXX XXXX and can pay my bills, my utilities will be shut off. And its bad enough that I live here, but my business is run from here, and without power, I wont be able to work and earn a living. All because BBVA has basically stolen money from my account, or at least, when XXXX stole money from my account and I disputed the transaction with BBVA, they have arbitrarily denied to return my money to me. Not only that, theyve literally treated me like human garbage since day one. All I want is my money back. All I want is for SOMEONE SOMEHWERE TO CARE and to help me get my money back. That {$720.00} would at least pay my bills and help me catch back up. I make too much money to be this broke. But thats a lot of money to lose in an instant. And I trusted BBVA to protect my money. And I dont understand their refusal to do the right thing, considering its no loss to them as they are federally insured. PLEASE HELP.
Company Response:
State: KY
Zip: 40475
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I have been trying to get this fixed for months now I Called BBVA XXXX regarding fixing this matter that I have regarding they reporting 2 late payments on my credit report that they did in error the first one was XX/XX/2021 and the second one is XX/XX/2021 i have never been 30 days on this account. What happen is someone used my account and bbva closed that ACCOUNT and opened a new one for me but they kept trying to pull from the old account and they call me and tell me im past due when the money has been in the new account the whole time. They do not talk to their other departments so i took matters into my own hands i filed a complaint with XXXX XXXX XXXX and i got a call from XXXX XXXX OPERATIONS ANALYST XXXX I finally got to speak to her today XX/XX/2021 and i told her what the issue is and what needs to be done she tried to hit me with the fair credit reporting act laws regarding a late 30 day payment that they caused and are admitting to but saying that i can file a dispute with the bureau and i told her the bureau is going to tell me you guys have to fix the issue not them. she then told me she will put in the request regarding the late 30 days but its not promise that they will fix the issue they caused.
Company Response:
State: CA
Zip: 95833
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A