Date Received: 2021-05-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2021. I was scammed on XXXX. I saw a post with an investment opportunity and went for a it. A close friend of mine had posted it, so I was sure that it was okay to trust. I contacted the company and was immediately instructed on how to get started. They asked me if I could put a {$1000.00} deposit down to hold my spot, so I transferred funds from my savings to my checking account and sent it. I then received a call back stating that they were going to red flag my account because I lied about sending them the money! They physically called me to say this. I XXXX the money and theyd help me invest it into bitcoin is what the ad also said. They seemed nice and promising, I thought nothing of it. They asked me to resend it, so I transferred another {$1000.00} to them but this time to a different contact as instructed. These transactions were completed via XXXX. I then reached out to my friend to let them know what I have done, only to be told by another friend that it was a scam. I immediately contacted my bank to report it and was told that because the transactions were pending, there was nothing that they could do and that I should wait the following day. On XXXX XXXX, I went to PNC back to file a dispute and on XXXX XXXX I was informed that my claim was denied because my bank does not protect consumers against 3rd parties like XXXX ( which I had used ). I asked the bank to escalate my dispute and received a call XXXX XXXX only to be told again that my claim is denied and that they ( PNC XXXX does not protect consumers against 3rd party transactions and to only send money to people you know. I explained that I am am very intelligent, do not insult my character, I WAS SCAMMED! They said sorry and hung up. Ive been blocked from using the mobile app, online banking, XXXX and more. I was scammed and they treated me like the criminal.
Company Response:
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: THE BANK IS ILLEGALLY CHARGING ME TO TAKE MY MONEY FROM THE BANK ATM.. EVER SINCE THE PANDEMIC I HAVE HAD A PROBLEM WITH MY BANK. I HAVE NEVER HAD A PROBLEM BEFORE.. EVERY MONTH NOW SINCE THE PANDEMIC MY ACCOUNT HAS BEEN OVERDRAWN. IT WAS NEVER OVERDRAWN BEFORE. THEN THEY ARE TELLING ME I WITHDRAW {$1400.00} ON THE SAME DAY. THEN THEY TOLD ME THEY PUT THE WRONG DATE. YOU CAN ONLY TAKE {$700.00} A DAY AND CHARGING ME {$3.00} ATM FEES TO TAKE MONEY OUT MY BANK ATM. SECOND TIME THIS HAS HAPPEN. XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX ( XXXX ) XXXX
Company Response:
State: NJ
Zip: 08638
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Issue I have a HELOC with PNC Bank in good standing. On XXXX I sought information on the pay-off process and any action I need to take to maintain an open line on and was presented with a sum higher than expected. Since that date, I have diligently and in good faith sought to receive transparent information, i.e., the calculations of how this amount was determined. Since I put into dispute the amount PNC claimed I owed I have not received the requested information. I was poised with funds in my PNC account to pay off the HELOC but made clear I would need accurate and transparent calculation of the amount owed. The failure of providing such transparent and timely information has resulted in further interest due to the delay tactics by PNC. Brief Chronology I understood that a CoVID-SARS -2 Hardship Program for deferring interest on delaying payments would have resulted in payment for the deferred interest. However, the sum quoted by the PNC HELOC Loan department was significantly higher than my calculations. Therefore, with a visit to a branch bank ( XXXX ), and numerous telephone calls and emails, I attempted to gain clarity and requested an accurate calculation that transparently shows me how this amount was determined. By the loan department, I was initially told PNC does not provide such detailed information, whose staffer only responded by XXXX. I had requested process escalations of my inquiry, first on XXXX. On at least one documented occasion, the escalation was not submitted by the PNC banker until four business day later ; on at least one documented occasion, a case reference number and all of its call content records were deleted by PNC. To mitigate financial harm ( i.e., incurring more interest on the loan principal ) I made the daily allowable limit of payment amounts, as I had the funds in my PNC checking account, and had a XXXX HELOC balance by XX/XX/XXXX. I provided a chronology of my efforts to receive the requested information and provided it to the PNC Bank CEO, seeking assistance because as of XX/XX/XXXX, I had not received the information I requested or any other response from PNC, although I continued to inquire. The response to my letter to the CEO ( delivered by XXXX on XX/XX/XXXX, at XXXX XXXX ) took ten days after delivery. On XX/XX/XXXX, a staffer in PNCs executive branch contacted me. Despite several conversations and emails with that staffer, to date XXXX XXXX I still do not have the detailed information I requested. I confirmed with the staffer that I would await the information she promised to provide to make final payment on the XX/XX/XXXX, payment date although I have a XXXX balance but would pay the correct amount of owed interest once I have it. She assured me I would get the information within 1-2 business days. I did not. I received the advice that I could wait to XX/XX/XXXX ( i.e., pay within the grace period if information is delayed ). Since XX/XX/XXXX, PNC has not been forthcoming with information with extremely unprofessional demeanors and recordkeeping of customer inquiries by some staffers. This prevented me from gaining the simple clarity and accurate information I sought to PAY THE LOAN on XXXX in person at the bank! There is now interest I ought not have to pay ; however, I can not determine how PNC calculated that. PNC did not provide accurate and transparent information on the deferral back in XXXX when I requested that ; there was no paperwork sent, no contract sent to show the change in the HELOC, no signature required, no case or confirmation number of my calls provided although I asked, and during calls I was told that due to the pandemic paperwork is just behind. Today, XX/XX/XXXX, I received a general letter ( dated XX/XX/XXXX ) about the deferral via email. Today I received copies of loan statements which I have in my possession, but which do not provide the information I requested!
Company Response:
State: IL
Zip: 60608
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I wired the money ( USD XXXX ) to my International account ( XXXX, XXXX ) through their Correspondent bank XXXX XXXX on XX/XX/XXXX. After many follow ups, I understood that XXXX has returned the fund to PNC through XXXX XXXX on XX/XX/XXXX. The reference details were provided to PNC operations team in the week of XX/XX/XXXX. As of today XX/XX/XXXX, PNC claims that they have not heard from the beneficiary bank ( XXXX ). My USD XXXX is out of my account for almost a month and not sure when its going to be either refunded to my account or delivered to my beneficiary account.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a new home in XXXX 2020..I applied for a tax reduction from the XXXX XXXX by using prop XX/XX/XXXX which you can transfer your old tax base from your old house to your new house..I was granted the tax reduction in XX/XX/XXXX. But I needed to wait for my supplemental tax bill. Once I received it in XX/XX/XXXX s was notified that the loan was being transferred to PNC Bank starting in XXXX 2021.so I started the process in XX/XX/XXXX, XXXXI was told to fax over the yearly property tax bill and the supplemental tax bill which verified my new tax obligations.I keep being given the run around..by saying it being reviewed, so I received I sent the ed supplemental bill to Pnc Bank because I knew was overpayments in my escrow account.thry paid the bill then increased my mortage, then they changed it back and send me around {$1500.00} after paying my {$440.00} supplemental taxes..But the won't reduced my payment. So I complain to the Corporate office at PNC Bank.I received a call from XXXX XXXX on XX/XX/XXXX He seemed XXXX sent XXXX all of the documents again on XXXX XXXX.He said he would get right on it.Now He ask me for something I already sent him..so I sent it again..Now I cant get XXXX on the phone not will PNC bank help me because XXXX is in charge..i need help..I 'm paying {$700.00} in property taxes monthly my new estimated tax are around $ XXXX.please help.. XXXX XXXX
Company Response:
State: CA
Zip: 92883
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: PNC Bank failed to Exercise Due Diligence to protect elderly customers such as myself who are the prime targets of scammers from using their favorite weapon of the international money transfer to steal our money. XXXX PNC XXXX - XXXX, XXXX and XXXX - mistakenly approved a scam, and sent my money to XXXX. My Complaint presents the Narrative, followed by Questions. The Narrative I am a XXXX minister who serves the XXXX and their families as a hospice chaplain. God reveals grace in this work, and sometimes I am blessed to see it. The PNC Bank seems to have bought into and abetted a scam which took all my money. The Police Report begins : For 55 years in ministry, I have served the poor, and for the last ten served the XXXX. I was ordained with the charge that the way to XXXX is down. I always lived within my means, and was content. Two months ago I had assets of {$24000.00} in checking and {$5000.00} in my tithing account, with no debt or savings or investments. Now, I have {$240.00} in checking and {$550.00} tithing, with debts of {$29000.00}. My identity had been stolen and used in two large drug deals in Texas. This fact was developed into a scam by five different criminals who called me impersonating law enforcement officers from different national and local law enforcement bodies. The crooks applied with great intensity XXXX unfamiliar emotions : fear and greed. Fear threatened prison : an arrest warrant has already been issued against you for the drug sales, but its enforcement is being held back by your case officer. Greed promised fortune : compensation in proportion to the size of the drug sales ; a U.S. Treasury check for {>= $1,000,000}. A Controller, impersonating a case officer with the U.S, Customs and Border Patrol, directed my every move. He sent me first to the XXXX bank where I had my checking account to apply for an international money transfer. The Local Manager there explained the duty of Due Diligence. Scammers take the elderly as their prime targets, and use international money transfers as their favorite weapon. Unless I could prove a real emergency, he had to say No. The Conrtroller directed me to withdraw my money and look for an easier bank. The Controller then sent me to a XXXX XXXX bank. The Local Manager there repeated his duty about prime target, favorite weapon and Due Diligence to say No. He added two core questions : Do you have their home address? Have you met them in person? A scammer would risk being caught by answering either. A No answer to the two core questions guaranteed it was a scam, and he would have to say No. He added that they blocked love scams as well as money scams. The Controller then sent me to a PNC Bank, where I deposited my money. 1. PNC Bank, apparently buying into the scam, immediately assigned a High Net Worth Advisor to help me with the expected {$9.00} million dollar deposit. XXXX XXXX XXXX can be reached at XXXX. Perhaps the large deposit made them overeager and careless. 2. PNC Bank barely went through the motions of Due Diligence. at the Local, Regional and National levels. I went into the XXXX XXXX office of PNC, and told my phony story about investing in palliative care in XXXX. The Local Manager, a young woman, responded to my relating personally by talking about herself as she typed the form. I dont recall her even reading questions from the application form. She responded from happy emotion. She failed even to state the duty of Due Diligence : to protect elderly customers who are prime targets from international money transfers which are the favorite weapon, or warn me that she would have to say No unless I could prove an emergency. She did not ask any questions to challenge my story. The Regional Manager, an older woman who happened to be in that branch that day, emerged from her neighboring office where she appeared to have heard the initial proposal. She seemed to join in the pleasant emotion. She also failed to state the purpose of Due Diligence, requiring me to prove an emergency. She even mentioned - but did not ask - one of the core questio ns, stating that if you do not know their home address that proves its a scam. The National Manager, a wary but tired-sounding man with whom I spoke by phone, asked several exploratory questions and did ask one of the core questions : Have you met in person? I answered honestly - No. He appeared not to take my No seriously. He did not ask the other core question : Do you know their home address? He rambled through a few odd questions, then said Yes to the scam. 3. All three PNC Managers failed to challenge my story. None asked if I had a business plan, or even knew whether this venture had been tried before. 4. All three PNC Managers failed to state their duty of Due Diligence : to protect el derly customers like me who are prime targets, from international money transfers which are favorite weapons, because Due Diligence required them to say No unless I proved an emergency. 5. All three PNC Managers failed to use the core questions that surely expose a scam. 6. All three PNC Managers failed to do the math that exposes a scam. A venture investment would take only a small portion of the elderly persons funds. A scam would take a large portion. This transfer took 88 % of all my funds. Red Flag! Scam! 7. All three PNC Managers failed to see the danger and mistakenly said Yes to the scam. PNC Bank sent all my money to XXXX. Then they closed my account to cover up their mistakes. I am pleading with PNC to own responsibility for their mistakes and restore my funds. PNC Bank will probably continue their cover up unless held accountable in the court of public opinion or by regulatory agencies. The Questions The Consumer Financial Protection Bureau XXXX " CFPB '' XXXX issued best practices to prevent elder financial abuse. Develop, implement and maintain internal protocols and procedures for protecting elder account holders. These measures should include Training and Reporting. Banks should train employees regularly and frequently. Training programs should include, at a minimum : ( a ) adoption of a comprehensive and multifaceted definition of elder financial exploitation ; ( b ) categorical descriptions of indicators of potential elder financial exploitation ( e.g., transaction patterns, behavioral changes, theft and coercion scenarios, etc. ) ; and ( c ) preventative measures and clearly defined action steps for internal responses, hierarchical reporting, law enforcement reporting, and the filing of detailed Suspicious Activity Reports. Report all cases of suspected exploitation. Mandatory and voluntary reporting of elder abuse are governed by state laws. ( boldface added ) Questions concerning PNC Banks policy. Question # 1 Definition 1A What is PNC Banks comprehensive and multifaceted definition of elder financial exploitation? 1B In what documents is it found? 1C How is it used to train Managers to exercise Due Diligence? Question # 2 Indicators 2A List specifically all the indicators you train your managers to look for in exercising their required Due Diligence to protect elderly customers from scams. 2B Do you require your managers during Due Diligence to ask the two core questions, which scammers can not answer without getting caught : First, Have you met them in person? Second, Do you know their home address? If not, why not? 2C How do you monitor their performance to ensure they are asking the core questions? Question # 3 Preventative measures and action steps 3A. Describe in detail what preventative measures you use to avoid failing Due Diligence? 3B. Quote from your policies what specific action steps you take to avoid failing Due Diligence? Question # 4. In the case of Rev. XXXX - which went beyond Suspicious Activity to Proven Fraud - provide copies of all Reports made by PNC Bank XXXX. internally, XXXX to law enforcement, and XXXX to all relevant regulatory state agencies. Questions concerning PNC Banks performance. Failure to exercise XXXX XXXX occurs when Managers approve scams that exploit elderly customers. Question # 5 Concerning the three managers who failed to exercise Due Diligence 5A. Did the Local Manager who failed Rev, XXXX ask the two core questions? 5B. Did the Regional Manager who failed Rev. XXXX ask the XXXX core questions? XXXX. Did the National XXXX who failed Rev, XXXX ask the two core questions? Question # 6 Concerning PNC Banks corrections Provide copies of all internal communications to those three Managers showing PNC Banks effort to correct their perform ance. Question # 7 Concerning acceptable failure rates During the past year among PNC Banks Managers in XXXX County 7A. How many times did Managers fail to exercise Due Diligence by saying Yes to scams. ( This includes scams that were eventually blocked : for example, if the Local and Regional Managers said Yes but the National Manager said No, that counts as two failures. ) 7B. How many scams involving International Money Transfers actually went through due to the failure of all three Managers? XXXX. How many victimized elderly customers a year does PNC Bank consider acceptable? XXXX. What has PNC Bank done to compensate elderly victims victimized when PNC Banks failures in Due Diligence cost them dearly - perhaps even their life savings? Question 8 Concerning PNC Banks compliance with the standards of the American Bankers Association. 8A. Provide copies of all Due Diligence Reports filed with the ABA in the past year related to your duty of Due Diligence in protecting elderly customers from scams using i nternational wire transfers, or sudden purchase of gift cards. 8B. Did PNC Bank offer Rev. XXXX a Second Set of Eyes as recommended? The XXXX XXXX XXXX sets standards for Due Diligence. The XXXX XXXX XXXX also offers XXXX Due Diligence Reports and Information Sheets ( Available to Bankers ) https : XXXX XXXX XXXX XXXX XXXX XXXX XXXX set of eyes protects elderly customers from scams. The Foundations XXXX XXXX XXXX XXXX noted XXXX XXXX and other seniors 65 and above account for XXXX percent of all deposits. Larger financial institutions, like XXXX XXXX XXXX and XXXX XXXX ask customers for a trusted contact in large to give seniors a second set of eyes to protect them from fraud. https : XXXX? XXXX
Company Response:
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Today, XX/XX/2021, received communication from PNC Bank. Message " Your PNC Mobile Remote Deposit access has been terminated ''. Specifically, review of my Mobile Remote Deposit items determine non compliance with t erms and conditions of the MRD agreement. My mobile deposits have always complied with the terms. My only deposits by Mobile are a monthly personal check from my sister that I have received and deposited remotely for several years. Any other deposits are minimal, ie. PNC rebate check for retiree services, etc. I have entered many complaints about PNC practices being unfair or violations of the banking laws. I feel PNC is retaliating against me for filing complaints against them. PNC has also blocked my email address, preventing me from correspondening with the escalation team representative that has been handling my complaints. PNC also refuses to refund fees I previously requested under the complaints regarding more than 2 representments of the same item and charging {$36.00} each time.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We sold our home on XX/XX/XXXX. The payoff check was sent by the Lawyer 's office on XX/XX/XXXX and was received by PNC bank on XX/XX/XXXX. The money was cashed and cleared the account on XX/XX/XXXX. The lawyers office sent the invoice stating the account number, the address and our names for the payoff with the check. PNC bank did not place the funds in correct account that was given in the invoice. PNC called myself and my wife to let us know that they have not received our mortgage payment on XX/XX/XXXX and the payment would have been due on XX/XX/XXXX. We let them know that mortgage should be paid off and they should have received the check from the lawyers office. I then called the lawyers office to verify that everything was sent and they had proof that it was in fact sent and cashed. I then called PNC BANK on XX/XX/19 @ XXXX XXXX and spoke to a Representative who basically took down my information and told me they were going to put in a report to be done to try to find the money and that they would call me in 24 to 48 hours. I then told her that was not good enough and that they needed to transfer me to escalate this situation and that it was a large amount of money that was missing. I was then transferred to XXXX, a supervisor, and she was very condescending and told me that it would take 24 to 48 hours or longer to find the money. I was able to give her the check # and the correct amount and the date it was received. She also said that it was not her job to find the money, it was her job to put in a report. I then asked to speak to someone where it was their job to find the money and that I was not going to get off the phone unless they found the money, where it went and what account it was cashed. I was then transferred to XXXX in the escalation center where XXXX asked me what the issue was after being on the phone for almost an hour. I was very upset that they had blindly transferred me and didn't stay on the phone to clarify the issue. Once XXXX understood the issue she took down the information and gave me her personal fax number for the lawyers office to send the information that they have on file showing the check was received and cleared the account. XXXX then told me that there was nothing else she could do and that she was sending in a report for them to look into where the money had been received. I told her that I wanted to speak with the XXXX department ( where the check was received ) to find if they could look through the databases to find the check. She then told me could take up to 24 to 72 hours to find the money. I asked if I could speak to someone in the complaint department, she said they do not have a complaint department and that I could put in a call back for a supervisor to give me a call but that would take at least 24 to 48 hours. At this point, the XXXX payment is still showing as past due and it could effect my credit. I am completely unhappy that PNC did not seem concerned with my missing money and I had to escalate the problem twice. This could effect my credit and that is ALOT of money that is missing.
Company Response:
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: PNC posted directions it was working to resolve issues. But was not. It then suggested I contacted branch officers when appointments were made via a portal that expressly said Based on our review, we believe there are discrepancies that we want to work with you to remedy. they never worked at all, instead asked for reports it took hours to produce then failed to reply to them.
Company Response:
State: IL
Zip: 60611
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: An account was opened in my name XXXX Identity theft ) ending in XXXX with PNC Bank on XX/XX/2021. I received notice of this from PNC bank on XX/XX/2021 and immediately notified them that this was fraudulent. I called them again on XX/XX/XXXX and XX/XX/XXXX because I have not received any follow up or confirmation that this account was closed or blocked. I have not received a case number from PNC. On XX/XX/2021 I received a notice of change of address so I believe that this account has not been closed or inactivated as bank representatives said it would be. The lack of follow up communication by PNC bank is unacceptable. Please investigate this and follow up with me that the account is locked/closed and that this case is being investigated by PNC Bank. Thank you, XXXX XXXX XXXX cell XXXX XXXX XXXX text ok.
Company Response:
State: CA
Zip: 936XX
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A