Date Received: 2021-08-04
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: Please refer to Complaint ID XXXX and XXXX for further details. In the previous complaint, BBVA claimed that : XX/XX/XXXX : Notification was sent to the branch to request SSN and DL from the customer XX/XX/XXXX : Bank notified the customer After receving these feedback in late XXXX, I conducted interviews with two employees XXXX XXXX and XXXX, who were the recipients of the request. 1. XXXX XXXX was out of office from XXXX and returned to office on XX/XX/XXXX. He was not aware of the email from credit card service until XX/XX/XXXX that the application was missing documents but it was too late by then. No communication was sent out on XX/XX/XXXX. He said XXXX was in CC. 2. XXXX said she never contacted the customer and was not really aware of the email from credit card service. No communication was sent out on XX/XX/XXXX. According to the employees at the branch, no communication was sent out to the customer requesting DL and SSN on XX/XX/XXXX as BBVA claims. This implies BBVA did not conduct interviews with the employees and casts doubt on fabrication. Lastly BBVA needs to explain why Credit Card Service was not able to provide any further details or requests to the customer when 4 calls were made prior to XXXX requesting the documents.
Company Response:
State: TX
Zip: 75038
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2021, I spoke to a customer service representative from the XXXX XXXX XXXX and entered into agreement to purchase automobile insurance. I spoke to the representative for an hour and I was told everything was okay and the payment of {$120.00} had been processed. I kept watching my checking account and I noticed that the funds were available, but they were not withdrawn. The customer service representative said that the payment had been successfully processed, so I continued to draw available funds from my checking account. Then, I received a letter from the XXXX XXXX dated XX/XX/2021 and received by me on XX/XX/2021 regarding the Notice of Rescission of New Business Policy. The reason for the Rescission was for nonpayment of the initial premium payment. However, I was told the payment had been processed but that my financial institution refused to honor the transaction. When I contacted the XXXX XXXX XXXX, I was told that I had to make a payment of {$210.00} by XX/XX/2021 to be insured with their company. In addition, The funds were available in my checking account and savings account. I received a letter from PNC Bank dated XX/XX/2021 that I had exceeded the number of permissible transfers allowed during a monthly service charge period. This is the first time I ever received any type of communication from PNC Bank regarding such a matter.
Company Response:
State: OH
Zip: 44310
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I applied for a HELOC with PNC in XXXX. Theres a {$50.00} annual fee. I stated Ive paid enough to PNC in interest over the 8 years Ive had my mortgage. Im not paying an annual fee on my HELOC. I stated Id just cancel the application. I was told this would be waived. This was stated over the phone and through email. I am being charged the fee in XXXX. Its not about the amount. Its the principal. I would like to just close the HELOC, but theres a prepayment penalty.
Company Response:
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I have been trying to register my vehicle in the state of Oregon since XXXX of 2020. As I was moving from a different state, part of the process requires my lienholder to fill out part of the paperwork. I went to my local DMV and filled out all the paperwork to the extent required by me. Talking with the DMV staff, they said the rest of the paperwork must be filled about by the lienholder and then returned to the Oregon DMV w/ all parts in order to be complete ( paperwork, registration fee, certificate of title, etc ). If not, it would be returned to me. I reached out to my lienholder ( BBVA ) via phone and their customer service representative stated I should mail the forms to their location at XXXX XXXX XXXX XXXX XXXX, AL XXXX ; which I promptly did. On XX/XX/2020 I received a call from a " XXXX '' at the branch stating she had received my paperwork but was unsure of what to do with the the paperwork. I call her back and leave a message. About a week passes and I haven't heard anything so I call her again and leave another message trying to work out whatever details need to be addressed. Still nothing. I continue to call and leave message about every 1-2 weeks until about XXXX. That paperwork, and my ~ {$300.00} dollar money order ( the registration fee intended for the DMV ) I have never seen again since mailing it out. With many aspects of normal daily life being modified due to the pandemic around this time, I chalk up the lack of response to be a consequence of that and try other avenues. I call customer service in XXXX inquiring about my missing paperwork and money order and how to proceed. The ask for details of where I sent it and who I spoke to, to which I provide all that information. I even call the branch itself where my paperwork supposedly is, but no answers. All the lines at the time indicated the branch wasn't open. This agent states they will open a case into my situation and contact me again with any information. Time passes and I am never emailed or called with any updates. I then call customer service in late XXXX of 2020 once again asking about updates. Sometimes the agent I speaks to states they " see '' my case in their records, others respond with total befuddlement regarding my inquiries. To this day I have never received a phone-call or email regarding any of the " cases '' purportedly opened on my behalf regarding my missing paperwork and money order. In XX/XX/2020 I try again, this time just trying to salvage getting the money order returned to me at least. I don't even care if we start the whole process over at this point, I just would like to not be out {$300.00}. Still nothing fruitful comes from my calls to them, just more " we'll get back to you ''. The assistance the customer service tries to offer seems well-meaning, but in the 30+ times I've reached out to them it has never proven useful in any way. Here we are now 17 months since this saga began and my vehicle still is not registered in Oregon. I have once again tried to restart this process of getting it registered. I call them again today and ask who do I send my Oregon DMV paperwork to in order to get my title transferred and vehicle registered in another state. The first phone call today I am put on hold while they get the information I need. The person comes back from the hold and says " hi are you there '', and I respond yes. They then just barely proceed to answer and the call goes silent and my phone says " call has ended '', and I can assure you I didn't hang up. I call back immediately and now am speaking with a new person. I again ask about transferring my title and registering my vehicle. They ask " so you wish to transfer money? ", which no I did not. I clarify and they transfer me to someone in the loan department. This individual gives me a fax number to send the paperwork to. I then ask is there anyone to speak to about this or how is anyone in that department supposed to communicate back with me after I send the paperwork. I ask these questions not to be difficult but to make sure this is done correct as the whole underlying problem last time was that my paperwork " appeared incomplete '' and they didn't know what to do. Anyway, this representative doesn't really have an answer to these questions anyway and just restates that's the department 's fax number and our call concludes. Unfortunately, I don't make the rules and the entire packet needs to be mailed and not faxed. A search I did soon after the call also reveals this fax number seems to be the same building I originally sent this all to a year and half ago. The place the has never returned a single call of mine nor I was ever able to get a hold of anytime that original voicemail from XX/XX/2020. All in all, I never seem to get a straight or clear answer when talking with BBVA customer service. I presumably am not the first person with a car loan through them who has had to register a vehicle in another state. Yet every interaction on this nightmarish odyssey would suggest I am. I have scoured their website looking for info regarding this process who to contact about it but there is nothing. I wish certain facets of this process were easier, some of which aren't within BBVA 's control either. But for the seemingly limited and easy part they are supposed to play, I can't get any consistent help from them. First with finding and completing the original paperwork I sent, and then later with trying to do this process again.
Company Response:
State: OR
Zip: 97355
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: MY IDENTITY WAS STOLEN FROM ME. PNC CARD WAS NEVER MINE, AND I HAD ALREADY ALERTED THE BANK.I ALSO WENT TO THE POLICE STATION TO OBTAIN A POLICE REPORT.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am a customer with PNC bank. I have a personal account and a business account there. I applied for the PPP 1 loan. I submitted complete and clear documentation indicating that I had a few W-2 employees and the rest 1099 employees. PNC approved a loan for {$110000.00} indicating that everything I submitted for was eligible under the statute. Six months later, they came back and said that the 1099 's were not eligible to receive the money and they were recalling {$75000.00} of the loan. We have called PNC on multiple occasions during which they a ) erroneously told us that originally the 1099 's were allowed and that the SBA changed the rules. SBA confirms that this was not true. b ) refused to give us a copy of the underwriter 's document to let us know who at PNC approved the loan c ) a number of the people we spoke with refused to give us their names and d ) they told us there is language in their loan that indicates 'regardless of whether there is lender or borrower error, PNC is not responsible. '' According to other banks I have spoken with, PNC could have worked with us un multiple ways to get a better outcome for us, but they took know responsibility for us as a client or for their error. I know this is a CONSUMER agency. We have appealed to the SBA. We have appealed to our Congressperson We have appealed to PNC No one is listening to us and seemingly everyone has a way out of liability for this except for us. I am a consider of PNC and I desperately need someone to hold PNC accountable for their unethical practices here. They have put up numerous roadblocks to helping us in any way for an error that is clearly theirs.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: I had purchased a puppy from a breeder using XXXX when I was a part of PNC Bank. Within minutes I realized it was fraud and immediately contacted my bank. They said they would cancel the payment, yet the next day {$750.00} was withdrawn from my account. My bank said and I quote : you can file a dispute but well never accept it. You can keep filing but well keep denying you. I filed a police report and disputed this two separate times. Within a week I had four more unauthorized payments on my account, even after changing my car number, and my bank refused to help me with these as well. I eventually left PNC completely.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: In accordance with uniform commerical code section XXXX the right to dispute charges on my banking account. Upon return from Basic training with the US military, Id located charges on my banking account for XXXX wireless. The only phone provider I have is with XXXX wireless which is provided by my aunt and uncle so no payments should be coming out. Upone review I contacted PNC bank to inform them that my bank account had become compromised with sprint wireless charges. I wrote a statement attesting to the fact and mailed it to PNC. PNC has failed to open and assist with the disputes of the fraudlent charges. I did not consent to XXXX debiting my account, As protected consumer that is a natural person as defined in Title 15 US Code 1692 ( e ) ( 5 ). I am rescining any credit my credit card issued by the social secuirty administration has extended to PNC for failing to protect my banking account while I enlisted to serve this great country. I expect the fradulent charges to be revered to my checking account.
Company Response:
State: TX
Zip: 77082
Submitted Via: Web
Date Sent: 2021-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-31
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I had signed up for BBVAs checking account under the Winter Blitz 2021 offer where a direct deposit of more than {$500.00} would qualify for a {$200.00} promotional credit. The offer code that was used was WB2021 ( later verified by a BBVA rep ). The requirements in detail were as followed : " You could get a {$200.00} bonus by opening a new qualifying checking account. Open between XX/XX/XXXX and receive a qualifying Direct Deposit of {$500.00} or more by XX/XX/XXXX. * '' Further, I met this requirement numerous occasions. XX/XX/XXXX - DIRECT DEPOSIT OF XXXX XX/XX/XXXX - DIRECT DEPOSIT OF XXXX XX/XX/XXXX - DIRECT DEPOSIT OF XXXX XX/XX/XXXX - DIRECT DEPOSIT OF XXXX I had first reached out on XX/XX/XXXX after reading reports of other individuals receiving their promotional credit relatively quickly. ME XX/XX/XXXX : Memo : Hi, I signed up my checking account with a bonus reward coupon for a {$200.00} statement credit. What are the requirements for receiving this bonus? Thanks for any and all information! BBVA XXXX XX/XX/XXXX : Thank you for contacting BBVA. We have received your inquiry regarding a promotional credit you may be receiving. To better assist you, and escalate your concern, we kindly ask that you respond to this message with the following : The name of the promotion you are referring to, if known The promotional code, if known How you heard of this promotion ( in branch, online, over the phone, etc. ) Any conditions of the promotion that you are aware of The best phone number to reach you at, and the time of day you can be reached. Additionally, if you have any images or flyers of this promotion, please add them as an attachment in your response. Once received, we can submit this information for review, and one of our escalation specialists will contact you regarding the status of the promotional credit. If you have further questions, please do not hesitate to respond to this message. For immediate assistance, you may contact the Customer Service Department at ( XXXX ) XXXX Monday-Friday from XXXX XXXX. to XXXX XXXX. CST or Saturday from XXXX XXXX. to XXXX XXXX CST. Our specialized agents will be more than happy to assist you. You can learn more about the personal information we collect, including how we may use such information, by clicking " Privacy '' at bbvausa.com. Sincerely, XXXX BBVA Customer Service Member FDIC Equal Housing Lender ME XX/XX/XXXX : Memo : Hey XXXX, it was the Winter Blitz promotion with code WBOL2021 The requirements were : " {$200.00} Bonus by opening a new qualifying checking account between XX/XX/XXXX and receive at least one ( 1 ) qualifying Direct Deposit of at least {$500.00} by XX/XX/XXXX. I heard about this online and since there are many BBVA branches in XXXX, AZ I decided to go for it. I can be reached at XXXX *********, thank you. Regards, BBVA XXXX XX/XX/XXXX : Welcome to BBVA! We apologize for the delayed response regarding the status of our {$200.00} Promotion. Currently, we are receiving higher email and call volumes than normal ; however, our specialists are working through them as quickly as possible. We understand your concerns regarding when you will receive the credit for this promotion. We have escalated your concerns to our Client Care Team, who will review the promotion requirements. Your ticket number is XXXX. An analyst will contact you via the phone number on file within five business days. We thank you for your patience on this matter, and we apologize for any inconvenience this may cause. For your convenience, we offer customizable Alerts which are a great way to get personalized account information at your fingertips via the BBVA Mobile Banking Application. For more information about Alerts, please visit us at : https : //www.bbvausa.com/XXXX After receiving no response, I messaged again on XX/XX/XXXX Memo : Hi XXXX, I have not received a phone call regarding the promotion credit. Any information is greatly appreciated. Thank you. Regards, Then I received two messages a couple days apart, one through the BBVA portal and the other via email. No phone calls. BBVA XXXX XX/XX/XXXX Thank you for contacting BBVA. We have received your inquiry regarding a promotional bonus and we will be glad to assist you. Upon reviewing the account ending in XXXX, we were able to confirm the inquiry regarding an incentive was resolved. The resolution was sent via email to the email address on file. We are glad to inform you, the {$200.00} bonus requires 1 qualifying electronic direct deposit of {$500.00} or more to qualify by XX/XX/XXXX. A total would not be qualifying. If the requirements are met, you will receive your bonus by XX/XX/XXXX. The {$50.00} savings bonus requires a balance of {$1000.00} on XX/XX/XXXX to qualify. If the requirements are met, you will receive your bonus by XX/XX/XXXX. We hope this information helps you. Additionally, the BBVA Mobile Banking Application provides convenient management of your full BBVA relationship. You can access all of your Deposit Accounts, Debit/Credit Cards , Loans, Mortgages, CDs/IRAs quickly and easily. EMAIL FROM BBVA XXXX XX/XX/XXXX : We are reaching out to you regarding the promotion issue you reported which is currently being tracked with the ticket number referenced above. I reviewed your account. The account was opened with the WB2021 offer. The {$200.00} bonus requires 1 qualifying electronic direct deposit of {$500.00} or more to qualify by XX/XX/XXXX. A total of {$500.00} would not be qualifying. If the requirements are met, you will receive your bonus by XX/XX/XXXX. The savings must meet the balance requirement of {$1000.00} on XX/XX/XXXX. There is also an evaluation period through XX/XX/XXXX. The bonuses will post to your checking account by XX/XX/XXXX. If I can be of assistance please contact me directly at your earliest convenience. I can be reached at XXXX Monday Friday XXXX XXXX - XXXXXXXX XXXX CST. Sincerely, This email verified my account was opened with the Winter promotion, and I had multiple direct deposits from my workplace during the period required. I called on XX/XX/XXXX after checking that no promo credit has been applied to my account just to find out the ticket was supposedly closed on XXXX thus starting the whole process over again. No promotional credit has been posted.
Company Response:
State: AZ
Zip: 85712
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello, I was selling furniture on XXXX XXXX and someone reached out to purchase the items. They stated that their company was financing their expenses so they sent me a digital check from XXXX XXXX XXXX. I deposited the check and it cleared the following day at PNC. My furniture was posted for {$400.00}, but they wrote me a check for {$1900.00} as they wanted me to send the " movers '' the difference. Once the check cleared on XX/XX/2021, I was instructed to send {$1000.00} via XXXX to the " movers '' and {$550.00} via XXXX as the XXXX daily cap at PNC is {$1000.00}. The check was reversed the following day on XX/XX/2021 as it was fraudulent and the individual who claimed to be buying my furniture told me not to reach out as they will not respond. I went to PNC within 24 hours of the XXXX/XXXX transactions to dispute the payments and filed a police report under the city of XXXX case ID XXXX. I just heard back that they denied my disputes so any tips you could provide would be a HUGE help! Prior to the check clearing I had {$400.00} in my checking account, so if the check wasn't completely cleared I shouldn't have been able to send the XXXX transaction at all.
Company Response:
State: NJ
Zip: 07030
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A