Date Received: 2021-05-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During the closing process, the XXXX XXXX, the closing company, collected an additional {$3700.00} from me to cover for the county 's improvement levy that would be due after closing. XXXX XXXX stated that they had transferred the escrow amount to XXXX XXXX on XX/XX/2021. XXXX XXXX subsequently sold the mortgage off to PNC Bank around XXXX XXXX. In the first week of XXXX, XXXX, I received the quarter year bill from the County for the improvement levy, with the quarter year amount being {$980.00}. I promptly forwarded the bill to PNC Bank for payment out of the escrow account. The customer service representative assured me that if I just send the bill via email to XXXX, they'd promptly pay off the bill to the county and would not encounter any delays for my XX/XX/2021 due date for the bill. So immediately after the call on XX/XX/2021, I sent the scanned bill to XXXX and did not get a response. So I followed up with another email on XX/XX/2021 and still did not get a response. I finally got a response from PNC on XX/XX/2021 that the bill is outside of their normal escrow payment and while they will pay for it, it's not accounted for in my escrow account. They asked to confirm if PNC should proceed with payment of the tax bill. I promptly emailed back and explicitly stated to yes please proceed with the the payment and I attached the closing documents as evidence and called in to verify with PNC customer service representative that this is indeed money that has already been collected from me. The PNC customer service representative said that they would research it and get back to me. PNC emailed me back on XX/XX/2021 saying that they are still actively reviewing this request. I called in on XX/XX/2021 to receive an update. The PNC customer service representative, XXXX, acknowledged that my escrow account is indeed over funded by exactly {$3700.00} and she stated that she has filled out the rush paperwork and just waiting for a supervisor to sign off on it but her supervisors were in a meeting at the time of the call, but she assured me that the rush paperwork is filled out and just needs a signature and it would be done on the very same day. XXXX assured me that I would be okay and that I could call back and ask for XXXX and she'd be able to talk to me if she was available. The next day, on XX/XX/2021, I got an email from PNC with a generic " Out [ sic ] Tax Department is aware of your request. Once additional details are available, written response will be issued via mailed correspondence ''. I tried calling on the same day but the customer service line was busy and I couldn't get through for some reason. So I tried again the next morning, on XX/XX/2021. I talked to the PNC customer service representative, XXXX, who informed me that XXXX did NOT actually successfully put through the rush paperwork. I took XXXX 's advice to ask to be transferred to her, but XXXX said that wouldn't be possible and despite me explaining that XXXX explicitly said that I could request for that, he nonetheless declined to transfer me to XXXX. After a 50 minute call and being placed on hold countless times for XXXX to research the problem, XXXX assured me that they will be able to make the payment on time before theXX/XX/XXXXcounty deadline for the tax bill. I asked what would happen if PNC did not successfully make the payment on time? Would PNC bear the burden of the late fees? XXXX did not provide me with a positive or negative answer. I asked repeatedly to please identify someone or some department that would be able to process this payment today. I told XXXX that I've been getting reassured and let down by just about every customer service representative and while I want to believe in you XXXX, I've just been let down every single time here and I don't want to miss the county tax deadline because you don't even know that PNC will be responsible for the late fees if it's late. XXXX said again that " it's a process, not a person that will resolve this for you and we're doing everything we can to get this in by XX/XX/XXXX ''. It's currently Friday, XX/XX/2021 and they will be closed both Sunday and Monday, XX/XX/2021 as it is XXXX XXXX. I am not confident at all that the tax payment will be made to the county on time and I worry that the burden of the late fees will ultimately fall onto me ( as the county bill explicitly states that it is the property owner 's responsibility ) despite my numerous attempts at contacting PNC to pay for it out of the escrow account that's already been funded with the tax obligation.
Company Response:
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2021-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: On Monday, XX/XX/XXXX I called my folks house to see how my dad was feeling. When he answered the phone he told me that my nephew was in XXXX. I then went to my folks house to find out what happened. My dad gave me a sheet with information he took down from the phone call he had received earlier that day. The information is as follows : XXXX XXXX XXXX case # XXXX I called the number and spoke with XXXX XXXX. He answered the phone and identified himself as an attorney and proceeded to tell me that my nephew had been in an accident and that he was XXXX for XXXX XXXX XXXX XXXX He reported that XXXX said the young woman had run a red light and that he was gathering evidence to get the whole thing dismissed. I asked him about cameras at the intersection and he said he was gathering the information. He said that he had the bail reduced from XXXX to XXXX. If I could send {$2800.00} cash to him he could get XXXX out of XXXX. He said the young woman was pregnant and in the hospital and that is why they had to send XXXX to XXXX. He told me to call him when I got the money and he would then give me further instructions. I went to my bank, XXXX XXXX XXXX and withdrew & XXXX. I called XXXX and he instructed me to go to PNC bank at XXXX XXXX and he would give me further instructions. I arrived at the bank and called XXXX and he started giving me instructions. He reported that when the transaction was complete I would get a confirmation number and he would then give that to the court and we could pick XXXX up at the XXXX XXXX Courthouse. I put in a code that he gave me, XXXX XXXX and a pin # XXXX and I entered both of those numbers. The machine switched languages at some point to XXXX which I had not authorized. As I was talking to XXXX XXXX told him I pushed continuar and he was verbally agitated. After I pressed continuar the machine completely went back to home screen and said insert card to start. At this point XXXX was further agitated and asked what the screen said and I told him. I started to get very upset at this point and said where did the money go what happened? XXXX told me to calm down that he would find out if the money had actually gone through. I was very upset at this point and he offered to stay on the phone with me until he found out or he would call me back in about fifteen minutes. The bank employee, XXXX XXXX could see we were struggling with the instructions XXXX was giving us and came over to help. He actually helped us get the cash in the appropriate place and in the machine. He had no idea what was going on but he did witness me putting the money in the machine and it going back to home screen and said that he could get us a receipt for the transaction. When I told XXXX what the number was that XXXX had given me he told me that was a code that customers use to bypass having to insert their card. He also said that customers can request receipts sent directly to their email accounts and therefore we would not get a receipt at the machine. This is the first time that I even considered it was a scam. At this point XXXX said there was nothing he could do. I called the number back that XXXX gave me and he answered the phone. I was acting from emotion, not logic and I said some not very nice things to XXXX and hung up. I believe there is a possibility that the transaction did not go through. I asked XXXX who does the accounting/reconciliation of the machine where I had deposited the money. He said that he couldnt check on it and that an outside agency did the accounting on the machine. I called to make a police report while I was there but the bank was closing and I went in to XXXX XXXX XXXX and made a report. The case number is XXXX and the number to check on status of investigation is XXXX. I told XXXX I would call first thing in the morning to talk to his bank manager, XXXX XXXX. XXXX was making a report as well about the incident. Tuesday morning, XX/XX/XXXX I called PNC bank and spoke with XXXX. The PNC bank has taped all of the conversations that we have had. I was told that the investigation was complete and that the money was gone. I asked how they reconciled the money in the atm and I was told that it was an outside service that took care of that atm. I told XXXX XXXX that I thought the transaction did not complete but he said the money was gone. I also asked about the investigation and what they investigated and he couldnt tell me. On Wednesday XX/XX/XXXX I spoke with Detective XXXX of the XXXX MO Police Department. He said they were working on cases from XXXX of 2019. He said that the Federal Reserve Bank is one of the entities that we needed to call. Also banks are regulated by the state. The state supervises banks. Also need to talk to the Attorney Generals Office. He transferred me to XXXX XXXX who said that a bank has the abiity to stop the transfer for 72 hours. I called XXXX XXXX back and told him what the sergeant said. XXXX reported that they could not do that because I was not a customer of the bank and that they did not have this policy. I asked him about his transfer redaction policy and he said they did not have this policy. All I want from the bank is the reconciliation of the atm transaction made to see if indeed the cash went to the account of the scammers. Also, are they investigating where the money went as the account it went to basically stole the money from me and if the money did not get to the scammers then the bank stole the money from me. I asked XXXX why the investigation was closed and what they did. He couldnt tell me. He told me that the complaint id # was XXXX. He said it was assigned to a team of individuals. I made a time to come in and talk to him. XXXX called to say that the complaint had been escalated to the highest level and someone would be calling me. XXXX XXXX called on XX/XX/XXXX and said she was the retail support case manager and her number is XXXX. I told her my story and she said she could not helpme. I told her that XXXX XXXX said this had been escalated to the highest level and she said she was sorry that he was mistaken. She said she would file an incident report and send to another department. The security incident report department. She will have them follow up with me. She gave me a case # for report filed XXXX. It is XX/XX/XXXX and I havent heard anything from the bank!!
Company Response:
State: MO
Zip: 64114
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have secured a loan through PNC Mortgage. Property Mortgage Insurance was added to my loan when original down-payment was to be 10 %. PMI was supposed to be removed when I changed that to 20 % : it wasn't. I was encouraged to add a little more to the down payment to trigger the removal of PMI : it didn't. Despite numerous attempts to have it removed and despite talking with 5 different people over the past three weeks, I just received the updated document with PMI still included ( my closing is in 5 days ).
Company Response:
State: VA
Zip: 22152
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was under a forbearance program due to COVID, and at the conclusion on my forbearance period ( XX/XX/2021 ) I paid the full amount to bring my loan current. I looked at my credit and it shows the payment for XXXX of 2021 but still shows the previous months covered by the forbearance program as unpaid. I called PNC Bank and no one could give me any information about how long this would take to have updated. I asked to speak to a supervisor and was advised that I would have to take up the issue with XXXX.
Company Response:
State: IL
Zip: 60560
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I noticed that my escrow payment went up {$280.00}. When I called, PNC explained that a needed to carry a certain percentage over my obligations " just in case ''. After I thought about it, I called back and a new person told me that my taxes and insurance must have went up by a few XXXX dollars per year and that I would have a big payment that month. After noticing the same increment on XX/XX/XXXX, I called my insurance and tax collector who confirmed that my annual amounts did increase by a few XXXX dollars. After doing the math, I will have paid PNC bank {$9100.00} by XX/XX/2022 where my annual expenses don't exceed {$6300.00}. I called PNC bank again on the XX/XX/XXXX and talked to XXXX who first asked me to make a {$2200.00} escrow payment. I said " absolutely not '' and he told me that he understood and will request that I manage my own escrow. He also told me that I would hear back in 10 days, which I did not. I called PNC bank again on the XXXX of XXXX and spoke to XXXX. Not only did she tell me that she couldn't find my request, but she said that this " wasn't something that they could even do. '' When I pressed for a resolution, she told me to email a letter to XXXX which I did on the XXXX of XXXX. It's been nearly 2 months since I asked for PNC bank to stop illegally taking my money and their staff seem ill equipped to resolve this issue. Even after my first tax disbursement in XXXX, I still won't be close to have a XXXX XXXX and will be well over 10 % in escrow. As a consumer, I shouldn't be forced to provide a bank an interest free loan.
Company Response:
State: IL
Zip: 62269
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I called the fraud department in XXXX once I noticed the XXXX dollars i deposited was so low i knew something weird was going on. Not only that this money came from my father that passed away XXXX its something I wouldn't of blew thru. I spoke with a lady named XXXX in fraud claim in XXXX also but she turned me down on the help I needed because I didn't have the transactions to depute besides saying this wasn't me. I went into the bank a few time made police reports been and still homeless due to this transactions aren't accurate they denied 2 appointments I made they moved my money without permission or notice then lied saying no they didn't. All I want is the proof besides the fake listing of inaccurate transactions that's not showing me accurate name nor amounts on a few transactions I'm the costumer why not give me what I need if everything accurate why dismiss 2 appointments why a manager lie saying we went over everything knowing I was emotional and the 1 1/2 was more of that til I was exhausted and called it a day went over a few transactions in XXXX when everything started in XXXX why XXXX XXXX didn't reach out for 2 months inside work being done they keep trying to cover up.
Company Response:
State: OH
Zip: 43613
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX I MAILED a PNC CHECK to XXXX XXXX GAS Check # XXXX for {$46.00} into a blue mail box and it was stolen out of the mail box and washed and the perpetrator re wrote the check and forged my signature and cashed it at XXXX XXXX XXXX for {$6500.00}. I had mailed several other bills and payments the same day and all were fine. Due to covid I did NOT receive my printed bank statement in the mail and when I finally got it I saw the clearing of the {$6500.00} and CALLED PNC Immediately on XXXX. I NEVER wrote a check for that amount and did not know what happened. I filed a police report and PNC said they would investigate. After several calls ( since banks were closed due to covid ) I was told on XXXX that PNC filed the claim with the WRONG department. I spoke with OMA in RESOLUTIONS at XXXX and she said it should go to " Without entry claims dept " XXXX ... after several days, I called again and they said it was now being sent to the Check Fraud dept at XXXX and XXXX would be handling. On XXXX I received a form from PNC " affidavit of altered check '' I immediately completed and went to XXXX XXXX to have NOTARIZED and mailed at post office in person on XXXX. I spoke to XXXX in " without entry dept and she said to all the XXXX team and leave a message. I did so multiple times and also emailed XXXX to no avail. I also filed complaints with the Internet crimes complaint center, XXXX police, national check fraud center crime complaint form, jot form 10, and contacted channel 3 channel and chanel 10 - all to NO AVAIL because covid shut down our world. The police were getting no where and pnc was giving me the run around. I called PNC again on XXXX NO ENTRY CLAIMS DEPT AND THEY TOLD ME THE case was closed. I asked to speak with a supervisor as I had received no call or mail from them. I was told XXXX and XXXX were out of office and the claim was denied because it was past 30days. I continued to call and leave messages daily for XXXX and never heard a word until finally on XXXX I called the local PNC branch and asked for help and to escalate this - spoke to XXXX at the XXXX XXXX new jersey branch. It was escalated to XXXX XXXX at PNC retail support and she said I had 120days for a check dispute. that was on XXXX I also called an attorney on XXXX and they told me to call XXXX XXXX and ask PNC to get a copy of the video of the man cashing the check and file for punitive damages. I also spoke to XXXX at PNC in XXXX XXXX and she said that XXXX XXXX XXXX owed the money and pnc was trying to collect from them. She refiled my claim AGAIN and told me XXXX should never have negotiated that check. The run around has continued and I am still out {$6500.00} I have contacted the everyone from the XXXX XXXX prosecutors office and spoke to Detective XXXX XXXX - he was going to assist the XXXX police in trying to get them to obtain the copy of the video ... AGAIN - nothing happened. It was COVID ... I mailed a check in a BLUE POST OFFICE box and it was stolen and fraudulently re written. I did NOTHING wrong and am a widow of 65years and can't get anyone to help me. The police say they can't do anything, the bank says I did not report in 30days, so its on me .... how can this happen - who is going to protect the average senior who is being taken advantage of and screwed out of {$6500.00} because the mail was delayed due to covid. PNC and XXXX XXXX XXXX are the ones who should be liable for this fraud. It was not my signature, or hand writing and I DID NOT WRITE THAT CHECK. PLEASE please help me get resolution to this problem. I was to live off that money since my husband died tragically and suddenly without warning.
Company Response:
State: NJ
Zip: 084XX
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2021, the ATM machine at the PNC Bank located at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Florida XXXX, took in my cash deposit without properly accounting for it. The machine failed to capture the actual transaction by way of not producing a receipt. I, then immediately notified a bank associate. This associate informed me that he had no access to the ATM machine and that it was procedure to wait for a company that accesses and verifies transactions. Subsequently, I was given a temporary credit by the bank while they conducted an investigation of this unfortunate event. They denied my truth and sent me a letter a COUPLE months later one night before the given date, which cause my account to spiral in the negative direction. This letter in quote read, " we have completed our investigation of your claim and determined that no error occurred in the processing of this transaction. Please be advised that the provisional ( temporary ) credit totaling XXXX that had been previously credited to your PNC Smartaccess card will be reversed on XX/XX/2021, which is five business days from the date of this letter '' being XX/XX/2021. With that being said, I did not receive this letter until the night before the given date which left me little to no time to react to it. I am concerned that they will try to put this on my credit report erroneously. I am already a victim of fraud and this has caused me more distress and an insult to injury. The bank is supposed to be a protector for consumers against illegal and fraudulent activities and not to be the perpetrator of them.
Company Response:
State: FL
Zip: 33411
Submitted Via: Web
Date Sent: 2021-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: In XX/XX/2019, I deposited {$10.00} and {$100.00} into PNC interest account XXXX. The funds remain on file with PNC. PNC is an institution that mails periodic statements to consumers. I did not receive a periodic statement containing the required information in Section 230.6 ( a ) of Regulation DD. In addition, in violation of Regulation DD, Section 230.7, PNC has not credited me with the interest promised in the account agreement.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2021-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2020 I opened a PNC bank checking accountincentivized by the promotion PNC was runningat that time. Specifically, {$200.00} bonus for opening a checking account and setting up a direct deposit. I met all the requirementsof the offer, but never received the bonus. My multipleattempts to resolve the issue with PNC customer service were unsuccessful.
Company Response:
State: CA
Zip: 94087
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A