Date Received: 2021-08-25
Issue: Problem when making payments
Subissue:
Consumer Complaint: This personal loan was originally opened through Simple in XX/XX/XXXX with a balance of {$19000.00}. Simple transitioned to part of BBVA on XX/XX/XXXX. Since XX/XX/XXXX, it has been impossible to obtain a statement from BBVA for the loan account. Because of this, I have had to rely on BBVA 's mobile banking website. The website is extremely underwhelming, and makes it literally impossible to ascertain the cause of all credits and charges against the loan. 1 ) There is a list of transactions for the account, but every entry is either a Regular Payment, Payment Reversal, or Curtailment. a. None of the various entries stated above indicate what they are linked to. If I submit a payment that is over the regular amount, I'd expect to see a curtailment, but that is not the case. The curtailments don't indicate which payment they stem from and are all in rounded whole numbers ( ie : {$22.00}, {$60.00} ), which is suspicious. Likewise with the Payment Reversal entries. There is no link between all the entries and it's impossible to piece together the true history of the account. 2 ) There is no information as to where any payment is coming from ( whether an external transfer or an internal transfer ), if it was a successful payment, or if it's attributed to autopay. 3 ) There is no indication that autopay even exists as a feature for this account. I only found out about its presence because of an overdraft notice due to the ongoing autopay. a. Autopay has been set up on this account since the transition from Simple, which is something I was not aware of. I do not use the BBVA checking account setup with autopay and it has had a negligible balance that would not cover the loan payment since XX/XX/XXXX, yet the autopay payments were being applied and then reversed, over and over again, with no notification to me until XXXX. Why they applied autopay, but then didn't assess a fee for 3 months is very inconsistent. b. The Regular Payment entries don't reflect that they were not applied or that they stem from autopay, adding to the ongoing confusion. c. Instead, there are entries listed as " Payment Reversal, '' but they don't match up with the payments that were not applied! 4 ) Drilling down into a payment shows the amount of the payment that was used for interest and the amount for principal a. This is inconsistent. Some payments show the split between the interest and principal and others just show nothing! This was never a problem when the loan was serviced by Simple and as such, all of my payments were on time, since Simple provided an easy to understand statement. Since BBVA has taken over this account, it has been nothing but trouble just trying to give them my money for repayment. This has resulted in fees assessed to the loan account, as well as fees assessed to the BBVA checking account. From my point of view, BBVA intentionally obfuscates the truth of the account and the associated charges on their website. My request for forensic analysis of the account to make sure it is still inline with the amortization schedule has gone unheeded, and the useless information from the website is all I have to go on. This has resulted in me working with an accountant to piece together all charges and payments since XX/XX/XXXX, which BBVA should be willing to furnish, but has not. Here is the crux of my complaint : As of XX/XX/XXXX, the original amortization schedule shows that my latest payment for XXXX of XXXX should result in a total minimum payment amount of ~ {$5400.00}, with a balance of ~ {$16000.00}. As of writing this, my payments since the loan origination have totaled {$7400.00}, and the balance reported by BBVA is {$16000.00}. This makes no sense. I have paid {$51.00} in fees in the last month due to the useless website and misleading practices. I sent a letter requesting statements on XX/XX/XXXX, but have not yet received a response. I called on XX/XX/XXXX to follow up, as well as to discuss the fees and closing the account. I discovered that autopay was enabled on the account, and that the fees couldn't be refunded.
Company Response:
State: VA
Zip: 22401
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: While I sought relief under Chapter XXXX Bankruptcy filed in XX/XX/2016 and Discharged in XXXX. The obligation with PNC survives the discharge and since they reported prior to the BAnkruptcy, Bankruptcy code says they must report after the discharge since I am liable and paying this obligation. Mortgagees are treated differently and as secured loans iunder Chapter XXXX and continued to be paid outside the repayment plan. Mortgages arent discharged In Chapter XXXX, your liability on your mortgage is an exception to the discharge. The mortgage loan is not discharged as a personal obligation. And therefore, there is no legal bar to the servicer reporting your payments, and every danger should they not report. Heres the part of the Bankruptcy Code that excludes long term debt like your mortgage. Section 1328 says, ( a ) the court shall grant the debtor a discharge of all debts provided for by the plan, except any debt ( 1 ) provided for under section 1322 ( b ) ( 5 ) ; Section 1322 ( b ), defining the debts excepted from the discharge, says ( b ) Subject to subsections ( a ) and ( c ) of this section, the plan may ( 5 ) provide for the curing of any default within a reasonable time and maintenance of payments while the case is pending on any unsecured claim or secured claim on which the last payment is due after the date on which the final payment under the plan is due ; So, among the debts excepted from the Chapter XXXX discharge is a secured claim with a payment schedule that extends beyond the life of the Chapter XXXX plan. Servicers obligation to report Put simply, if a creditor reported to credit reporting agencies before the bankruptcy was filed, then there is an obligation to report after the bankruptcy.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: Received a call from a call center to inform me to call a different number because a civil litigation was about to filed against me. They gave me a reference #. They claimed to be with XXXX XXXX XXXX, they also called me by my maiden name that was changed 13 years ago, so I knew it was for something old. I XXXX the attorney and called. Per the lady I spoke to she had been getting similar calls to her office and that it was most likely a scam. Received another call about a week later. I called the XXXX # that he gave me this time and they claim I need to pay an outstanding debt from over 15 years ago and due to a tolling agreement they can still file suit. They claim to have sent me a demand letter in XXXX. I asked them to email it. The email I received claims I owe a bank for overdraft fees over {$2100.00}. The letter appears to be very generic. Claiming to file a suit against me if I dont pay in full in 30 days. No way this debt is valid, it was never on my credit report and {$2100.00} in overdraft fees is just crazy.
Company Response:
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, an unexpected online debit came out of the account, putting the 'pending ' balance just in the negative. That evening I went online and transferred CASH from my XXXX account and CASH from my linked savings account to cover it. The available balance was again in the positive. I checked again around XXXX and found the website down and it would not show transactions or balances. Tried again around XXXX and found a positive available balance reflecting the deposits. Next day, I checked again. PNC had withdrawn money from my savings account to cover a negative balance. They also failed to credit my account for the rest of the CASH I put in, and ran the pending transactions through prior to crediting the CASH deposits.The CASH deposit was put in pending status. Come to find out, my account was off the money they transferred from savings, then took out, then charged me FOUR overdraft fees totaling {$140.00}! This put my account even more in the negative. I called them three times, once at the local branch, and again at the national number. No help. Called again, and the national number associate said she understood, but there was nothing she could do. I've attached a screen shot of my account balance pulled up after my CASH deposits showing a positive available balance around XXXX that night. I went to bed thinking everything was ok!
Company Response:
State: FL
Zip: 34231
Submitted Via: Web
Date Sent: 2021-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. I has been well over 30 days and I have not received any investigation results.
Company Response:
State: NJ
Zip: 07008
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/21 I made an ATM deposit at my local bank that I have an account through. This was a personal check totaling {$3100.00}. On XX/XX/21 the check showed AVAILABLE in my account ( not pending ) then about an hour later the positive amount disappeared from my transaction history and was replaced with a XXXX charge. The bank originally said the funds would be available later in the day on XX/XX/21. When they weren't available the bank stated that the funds were on a hold and would be available on XX/XX/21. The bank could not or would not explain where the transaction of XXXX came from or why it is pending in the account. On XX/XX/21 the positive addition of XXXX showed up, but the XXXX is still showing and again the supervisor avoided answering why this charge was on my account. The only description for this charge is " Standard '' there is no debit card or check linked to this charge. Now the bank is saying the funds won't be available until tomorrow XX/XX/21. I want an answer as to why they took XXXX and where that money is. This has caused {$800.00} in overdrafts in my account due to the mysterious charge.
Company Response:
State: AL
Zip: 36582
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I have a PNC Prepaid card and i have been receiving my unemployed benefit on it for two months now, Just today when my Money got deposited they have close my card and have taken the money too they should at least let me have my money withdraw at the atm and close it completely but rather took everything and the funds is XXXX dollars
Company Response:
State: OH
Zip: 448XX
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX I purchased a XXXX XXXX from XXXX XXXX in XXXX, Pennsylvania. The interest rate was negotiated, and with my excellent credit score, they said the best they could get was 3.77 % from PNC for a 60 month loan. I signed up for the loan and began paying auto payments every XXXX day of the month. For two years these auto-payments came out perfectly on time just as they were supposed to. On XX/XX/XXXX, I called PNC to inquire about increasing the amount of my auto-payments and what steps I could take to pay a large portion towards the principle to pay the car off sooner. My first child was due to be born in XX/XX/XXXX and I wanted to make sure that these payments were secure. I spoke with PNC representative named XXXX for a substantial amount of time on these topics, and he assured me that I would be able to do this. At no point in my conversation did XXXX express to me that my auto-payments were scheduled to end the following month or guide me in a way that would make it apparent to both of us, since this was the nature of my call. During the call, I was under the impression that everything was handled and I could trust PNC to continue with the auto-payments as they had for two years. On XX/XX/XXXX I was alerted by my XXXX credit card app, which tracks my credit score, that my credit had gone down 100 points because of a delinquent car payment. This was a shock to me as I had just been on the phone with them in XXXX, and I believed that these payments would be secure until the maturity of the loan. I quickly called PNC to remedy this and tried to find answers. After talking with one representative XXXX who seemed equally confused as to why these payments would end abruptly with no warning. There is no documentation I can find that states XX/XX/XXXX as the end date to my auto-payments. The only alert I received came as a notice of default that was sent by PNC on XX/XX/XXXX. I was then escalated to a separate team, where a woman named XXXX XXXX was supposed to help me. Although she could not answer my questions at the time, she said it would take 24hrs to get a full report of my history of payments. She also stated that she would listen to the recorded conversation with XXXX I had leading up to this discontinuation of auto payments. Mrs. XXXX stated that she would call back at XXXX XXXX the following day. I never heard back from Mrs. XXXX after that, and have subsequently been passed through the ranks of escalation retelling my story, and trying to find answers. I was eventually passed up to a representative named XXXX XXXX who assured me that this was my mistake. She tried to tell me that I had scheduled the payments to end in XXXX XXXX two years before the maturity of the loan. When I voiced to XXXX that I believed I was being treated unfairly, she quickly ended the conversation by escalating me again to the Executive client relations team. I was escalated again to a representative named XXXX XXXX, who helped explain to me that credit bureaus are alerted automatically when their system is alerted that an account has missed a payment. She assured me that PNC can only take back a claim of missed payment when they find a bank error, and in PNCs eyes there has been no error. I am claiming that : PNCs date of auto-payment discontinuation was not accurate. I was misled to believe these payments would continue through the maturity of the loan. I sought assistance in maintaining this car loan, and was misguided by a PNC representative to the detriment of my credit score. The only alert I was given came in the form of a Letter of Default which was sent on XX/XX/XXXX. This did not give me adequate time to remedy the situation before my credit score was brought down 100 points. As a XXXX XXXX, with a XXXX XXXX XXXX, in search of a mortgage to buy a house, this mistake has significantly stifled my ability to obtain a fair and affordable loan. I hope this will document my efforts to rectify an unfair delinquency on my credit report.
Company Response:
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Step XXXX : What is this complaint about? Money ( XXXX XXXX ) lost due to a travel company cancelling a trip before going bankrupt then PNC failed to issue a charge back for the amount paid for services that were never received. Step 2 : What type of problem are you having? PNC will not issue the money back even after being provided letters from XXXX ( the travel company ) as to the repayment flowchart they provided to their customers on how to received a refund. They stated the payments were too old and would not take action in helping me receive the money I had paid XXXX. Step 3 : What happened? A tour through XXXX was booked for the date XX/XX/XXXX however paid for in payments mostly throughout XXXX. It was rescheduled due to COVID, then cancelled, followed by the company XXXX going insolvent. XXXX then instructed all participants of the trip who had paid in full to request a chargeback from their banks however PNC stated it was beyond the date that they would honor a chargeback. XXXX provided letters stating they would not contest any chargeback from banks or credit card companies however PNC would not issue it due to their policy of the time limit to do so therefore I have not received a refund for USD XXXX paid to XXXX. Step 4 : What company is this complaint about? PNC Bank Step 5 : Who are you submitting this complaint for? XXXX, XXXX XXXX XXXX for the amount of USD XXXX.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: See PDF letter and attachment. We would like to make a complaint about PNC National Bank wrongfully doing business and missing more than {$6000.00} of principal payments in our HELOC account. As a financial institution, how PNC mishandles customers money is unacceptable. In addition, between XX/XX/XXXX and XX/XX/XXXX, we have made a total of {$6500.00} principal-only payments. As of XX/XX/XXXX, our account shows the principal balance is {$140000.00}, which means more than {$6000.00} principal payments have disappeared.
Company Response:
State: MD
Zip: 21403
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A