Date Received: 2021-04-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Its really bad when you have excellent credit, can payoff your loan with liquid assets you have in the bank and are only asking to borrow 48 % of the value of your home that you can not get loan approval from PNC. I will definitely let others interested in home loans not to bother with PNC. On the other hand, I dont blame PNC, I would rather make 5.75 % on an investment than 2.75 %. This is an email I sent to PNC. Seeing that the above is true and correct, I feel that Im being denied a refinance loan due to the fact that two ( 2 ) XXXX and senior woman applied together for this loan that we are being discriminated against. I never received a response to this email.
Company Response:
State: IL
Zip: 60148
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Twice PNC Bank has opened a checking debit card account without my authorization. I have never banked with them. Numerous calls have gone unreturned. I have not given them my information or signed any agreement so they should not be opening anything without my consent. Their fraud department has done nothing.
Company Response:
State: NV
Zip: 897XX
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Our small nonprofit has checking accounts and a credit card with PNC. Our current credit card charges foreign transaction fees, but PNC offers some cards that do not. In a call with XXXX XXXX on XX/XX/XXXX, XXXX XXXX asked him to find us a card with no foreign transaction fees, and he told me he would get me information by the end of the day. XXXX told him it didn't have to be that day, a week or so would be fine. We never heard back from XXXX on this issue, and on other issues he wouldn't respond unless we forced him too, so we notified PNC and they removed him from our account. In late XXXX and early XXXX we had a series of overseas purchases ( XX/XX/XXXX and XXXX, and XX/XX/XXXX, XXXX, XXXX, and XXXX ) for a training tool we need for our anti-corruption work. These purchases incurred foreign transaction fees because XXXX never got us the new card we asked for, so we were out a total of {$200.00} in foreign transaction fees because of XXXX 's negligence. On XX/XX/XXXX XXXX emailed XXXX and itemized the charges and asked him to reimburse us. He emailed back that he wasn't on our account anymore but would have someone follow up. Later that day XXXX got an email from XXXX XXXX asking to set up a call to discuss our transition to a new business banking manager. He told her we didn't need to have a call because we were taking our business our of PNC so all I needed her to do was get us a refund on the charges. We didn't hear anything for several days so XXXX checked in again on Friday the XXXX and she replied back that she couldn't talk to him, she had to speak to a signer on the account, that being XXXX or XXXX. XXXX gave her permission to work directly with me, and XXXX reminded her that he is also listed as a representative on the account, so XXXX already had permission to handle these dispute issues on behalf of XXXX. Despite this she still refused to deal with XXXX and tried to force XXXX to speak directly with her. XXXX finally spoke with someone at PNC and told them to work directly with XXXX on this issue, and they agreed they would. Despite this, XXXX has still not heard back from PNC regarding the issue. In the attached emails, PNC email XXXX to be exact, you will see that I gave written permission for them to deal with XXXX, but they still refused. Now that I have given them express permission on the phone to deal with XXXX and they agreed, I expect that to happen so we can take care of this issue and move on.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PNC bank will not remove PMI from my mortgage account despite their own internal documents demonstrating I am and have been below 80 % LTV. When asked to remove PMI they stated their investor required being between 78 % to 80 % to remove PMI, contrary to statute. Despite numerous attempts to remove PMI from my account since XX/XX/XXXX, a follow up in XX/XX/XXXX ( at which time we were told we were below 80 % ), and again in XXXX PNC Bank has repeatedly refused to remove PMI. Further I am only permitted to speak with a Mortgage Specialist and members of their customer care teams, not with members of their PMI Department. On the evening of XX/XX/XXXX I was informed my case would be closed. However I requested this to remain open because my concerns were not addressed and requested to speak to a manager. Further they stated in letters sent to our home that we must commit to an appraisal or a BPO for them to even consider removing PMI from our accounts at our cost. We are up to date, and have been up to date on our accounts.
Company Response:
State: TX
Zip: 77385
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On Friday, XX/XX/XXXX, a check card purchase of {$130.00} was paid early in the morning. The status was pending. On Saturday, XX/XX/XXXX it was no longer pending. I assumed to be item was paid because it no longer appeared in my pending. So, I did several other withdrawals over the weekend. On Monday, XX/XX/XXXX, I made several cash deposits and transfer which I believed brought the t my account in the positive. On Tuesday, XX/XX/XXXX, some of my deposits were posted for the XXXX instead of the XXXX. This caused me to incurred 3 nsf fees of {$36.00}. These fees then put my account in the negative which caused a transaction of {$6.00} that was processed to incur another nsf fee of {$36.00} on XX/XX/XXXX. I assumed I had enough funds to pay all my items. I incurred in total {$140.00} in nsf fees.
Company Response:
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: XX/XX/2021 XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX, MD XXXX Telephone No. XXXX Consumer Finance Protection Board RE : PNC Bank, COMPLAINT ID XXXX Dear, CFPB Manager, This complaint has been filed before, but the cfpb did not require the merchant to provide disclosures given at time of application, nor required an explanation as to whether a layman, like myself was fully and substantially explained the hard vs soft injury and how it would affect his credit rating. I just telephoned PNC Bank on yesterday, dispute transaction I have not received yet. I informed her that she was supposed to send me and cfpb copy of aforementioned disclosures given to me. I have not gotten it yet. It should be noted that credit reporting Agencies has made hundreds of errors, this article highlights during XXXX, but I sincerely believe the problem has always existed. See link and XXXX XXXX XXXX XXXX Also, the merchant has not provided at the time of application any details on how a layman/consumer, like myself, were verbally given a sufficient explanation on the destination between a hard vs soft pulling of my credit report and how it would affect my crediting ;, or in the alternative any affividits of all decision makers on this decision not remove the trade line from my CR. Cfpb just accepted and closed my complaint. It seems that cfpb accepted the merchant explanation is final and no independent party makes the decision in the process. This violates my Constituational right to due process. Respectfully XXXX XXXX
Company Response:
State: MD
Zip: 20601
Submitted Via: Web
Date Sent: 2021-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: To Whom It XXXX Concern, References : XXXX and XXXX On XX/XX/XXXX, I identified suspicious activity and unauthorized transactions that were made using my Debit Card. I immediately contacted the PNC customer service department by phone to dispute the transactions that were not completed by, or authorized, by me. These transactions by their name and merchant appeared to be based in a foreign country. The PNC representative advised that the transactions/debits were still pending, and a formal dispute could not be submitted until the transactions cleared. I was told by the PNC representative to call back the following week to officially dispute the transactions. The only direct action taken by the PNC representative was to cancel out my debit card and refer me to a PNC branch for a new debit card. Specific details of the fraud and unauthorized transactions were not obtained, nor asked for. I was, though, advised that PNC has a 100 % fraud liability protection for its customers. The transactions in question totaled {$7000.00} along with fees related to the foreign transactions in the amount of {$240.00}. On XX/XX/XXXX, in addition to contacting PNC, I contacted and filed a report of identity theft with the local police, the FTC, the credit bureaus, and the SSA. On XX/XX/XXXX, I again contacted the PNC customer service department by phone and spoke with XXXX. At this time the PNC representative was willing to accept a formal dispute of the transactions that were not completed by or authorized by me. I was advised a complete investigation would be completed by PNC and I would hear back when the investigation was complete. On this date the fees totally {$240.00} were credited back to my account while the investigation was being performed. While filing the dispute I was asked a few yes or no questions, but specific details of the fraud and unauthorized transactions again were not obtained or asked for. On XX/XX/XXXX, after hearing nothing, I contacted the PNC customer service department by phone. The representative, and they advised my claim was denied. The original fees in the amount of {$240.00} which were credited when the dispute was filed, were also debited on XX/XX/XXXX. During this call, I requested a new dispute be filed as it was not communicated, or clear as to how my claim was denied by PNC. Additionally, I asked to speak with a supervisor to discuss the denial and provide information related to the fraud and unauthorized transactions. On XX/XX/XXXX, I received the letter in the mail from PNC, dated XX/XX/XXXX, indicating after the overall investigation, PNC considered the transactions were valid. Since the dispute was submitted on XX/XX/XXXX, how is a thorough investigation completed on the very next business day XX/XX/XXXX? On XX/XX/XXXX, I was able to speak with a PNC XXXX XXXX XXXX Representative, XXXX XXXX, who indicated that the claim and my concerns would be escalated to the appropriate departments. He advised I needed to be patient as these investigations take time. Later that day, I was contacted by the PNC XXXX Department. During this conversation I was advised that I needed to go to branch location to have a new account opened due to the potential for additional fraud to occur on my account. On XX/XX/XXXX, I went to a local PNC branch at XXXX XXXX XXXX, XXXX, PA XXXX to open a new account and transfer my balance to the new account, and was advised they could not help me due to being short staffed and I needed to make an appointment at a future time if I needed help. Access to my accounts were suspended on the morning of XX/XX/XXXX, and as a result of the PNC branch employees inability to assist me, I was left without access to my account and funds until approximately XXXX pm that evening. During this time, I incurred additional fees in the amount of {$140.00}, stemming from transactions made on my account in the afternoon on XX/XX/XXXX. When I went back to the Branch on the evening of XX/XX/XXXX to open a new account and transfer my balance to the new account I was given a new debit card, which I was advised was active. That evening I went to the grocery store and had my card declined while purchasing groceries. The following morning, when the transactions made on XX/XX/XXXX cleared, I had incurred a negative balance of {$810.00} XXXX {$140.00} of which were overdraft fees XXXX. I was contacted by XXXX XXXX, the PNC XXXX XXXX who assisted me in opening a new account, who advised that the Bank had made an error in how they locked my account which allowed me to make transactions that caused my account to go negative and incur overdraft fees. At this time he assisted me in transferring {$660.00} from my new account to the account that incurred fraud to cover my actual transaction amounts and advised that the fees would be removed due to this error. These fees remain on the account to this day. After completing this process over the phone, we spoke further about the open disputes and noted that it was noted that these transactions were unusually large for me based on my prior transaction history. On XX/XX/XXXX, I received another letter in the mail from PNC, dated XX/XX/XXXX again denying the dispute. Not only was this again 1 day after the dispute was filed, but it was also the day before I spoke to XXXX. On XX/XX/XXXX, he indicated my dispute and concerns were escalated. How was this true, when the denial letter was dated XX/XX/XXXX? Why was there not full disclosure? After multiple calls to PNC, I was able to speak to a PNC representative XXXX XXXX who advised the transactions were considered authorized because my card information was available to the person who completed the transaction. Despite my immediate reporting of the unauthorized use and attestation that the transactions were not authorized. No one could tell me what other action I needed to take. What else could I have done to stop these transactions? These transactions were foreign transactions by a merchant I had never utilized, nor received any goods or services from this merchant, all on the same day emptying my account. I reported these transactions to your financial institution on the day they were made. I find it completely unfathomable that these transactions werent flagged by PNC as invalid or suspicious activity in the first place, but then after I reported them unauthorized, I was still advised that nothing could be done until such transactions cleared. I feel that this delay in taking action by PNC, ultimately resulted in these funds being unrecoverable. I have been a customer of PNC Bank for over 10 years and the level of customer service I was afforded was very disappointing. Some examples of the unsatisfactory service I received include : multiple disputes being denied without ever having spoken to the fraud department or given the opportunity to provide the full details of the fraud, making 5+ requests to obtain the specific details of how the disputes were determined to be authorized, being advised that I should have contacted the merchant despite that information not being available until XX/XX/XXXX when I was able to officially file the dispute, not being contacted by the PNC XXXX department XXXX open a new account based on fraud until XX/XX/XXXX ( 20 days after first reporting the matter ), having my account locked and incurring fees due to an administrative error by PNC XXXX that remains unresolved, consistently spoken down to and made feel that this issue was not important to PNC XXXX Per the multiple denial letters received, I have the right to request the documentation you relied on in making your determination. By way of this letter, I am formally requesting to receive copies of the documentation used to evaluate and making the determination to deny the disputes. Specifically, requesting the documentation and clear indication of what support was used in all three of the denials. I am also requesting to know what other recourse or options are available in appealing these decisions, which I feel were made with little to no true investigation. Regards, XXXX XXXX
Company Response:
State: NJ
Zip: 08096
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I had a car loan open with PNC bank. Recently I have paid it off. As per NJ DMV its is guidelines " The Lienholders normally hold 's the Title until the Lien is paid off. They should have also mailed you the Vehicle 's Title when they sent you the Lien Satisfaction Paperwork. '' in which PNC has not done. After waiting a month for the title I called whereas they acknowledged they sent it to the wrong address. I politely asked multiple times if they would send me a new title. They said that " There responsibility with the loan was over and that they no longer had to serve me. '' I tried calling multiple other times in which my call wasn't even picked up. The contract terms was that they take care of all the execution and administration of the titling, hence why I paid administration fee 's. I was never late for my payments not once, provided them a plethora of interest payments, and paid off the car prior to its due date. I was under the expectation that they would send me and transfer the title when the loan was completed, to finalize the loans execution and transfer the property. The property has not be transferred therefore the loan is still outstanding. NJ is now penalizing me for not transferring over the title, in which they sent to the wrong place. I also have to pay administration fees for getting a replacement title. I have damages and I'm holding PNC personally liable for them. I would like you to review my case, and administer any necessary penalties and fines on PNC Bank for breaking the agreement, and fiduciary responsibilities.
Company Response:
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Bank Charge Card /Power of Attorney/Authorized User/Credit Reports My mother is XXXX, and her health is failing. She has been losing her XXXX over the past few years, as well as having mobility issues. On XX/XX/XXXX, my mother and I prepared 'Power of Attorney documents with her attorney. We did this so that I may help her pay her bills on time as her health failed. She had ( 4 ) bank credit cards, of which we tried to submit the 'Power of Attorney papers to them to give me legal access to sign and care for my mother 's accounts. In every case scenario, the banks ' customer support representative told us that it was wiser to add ( me ) as an authorized user to my mother 's account rather than use a power of attorney. Only one bank requested both POA papers and added me as an 'authorized user ' too. Before I agreed, I specifically asked each bank 's representative 'if adding me to my mother 's account as an 'authorized user ' would in any way affect my credit? ' Every bank representative we spoke with said the same thing. 'No, it would not ; they also indicated that it was not possible to allocate my mother 's debt to my credit report without my social security number and signature. They clearly defined that I was not a joint owner, rather an 'authorized user, ' which would enable me to make purchases, pay her bills, and help her handle her expenses, etc. All acknowledged that I was not financially responsible for the debt as an 'authorized user. ' They all told me this was the 'best path ' to assist my mother, noting in the conversation by phone that it would not impact my credit in any way. In each case, I heard the same from all ( 3 ) banks, and recently from a ( 4th ) bank, we just added me as an 'authorized user ' only three weeks ago. All of them clearly stated that it would not impact my credit in any way, that I was not responsible for the debt in any way. Since I've been paying my mother 's bank cards over the past five years, I have never seen any of the debts/cards posted on my credit report. All was good, and I continued to help my mom pay her bills on time. On XX/XX/XXXX, I applied for credit with a high credit score and a low debt to income ratio, confident that I would obtain credit for the loan I wanted. I was denied. I was shocked, and it prompted me to get my credit report from all three agencies. I was shocked that my credit score dropped from XXXX to XXXX in just one month, XX/XX/XXXX to XX/XX/XXXX. Nothing I did could have caused such a severe drop ; I knew something was wrong. Once reviewed, I found that ( 4 ) new revolving accounts were added to my account, making my debt to income ratio go from 23 % to nearly 97 %. Adding my mother 's bank card accounts to my credit report added {$52000.00} to my debt, which is being reported as part of my current 'debt to income ratio ' with all three agencies. I was denied credit for a major purchase because of this inaccurate information, and my credit score fell 59 points in less than 30 days. I contacted each of the four banks this week ( Week of XX/XX/XXXX ) and spoke with representatives about this problem. Each bank gave me that same response : they said, 'it should not impact your credit ; the debt is not yours - we're only showing you as an authorized user. ' When I explained that the credit reporting agencies allocate the {$52000.00} total debt to my debt to income ratio - they dismissed me, acting as if I was not giving them accurate data. I had the amounts and gave each one the specific amount allocated on my credit report by them - and they had no answers to explain why this is happening. I further asked if you remove me from my mother 's account ( s ) will this remove your charge account from my credit report? They said yes, and I confirmed by phone for them to remove me from the charge account. However, I do not think this will solve my problem. I am deeply concerned about the impact of this on my credit report and score, as none of this debt is mine. My score dropped 59 points, all because these four banks added my mother 's debt to my credit report. The impact is catastrophic. I work very hard to maintain excellent credit, and in just a few weeks, these ( 4 ) banks have done irrefutable damage to my credit. Furthermore - I do not know if those charge accounts being removed from my credit will result in my credit score being fully restored to my XXXX ratings as of XX/XX/XXXX, or ( XXXX XX/XX/XXXX ) or not. There is no other reason my score should have dropped by 59 points in 30 days. I hope that the ( 4 ) banks and the ( 3 ) credit reporting agencies would, in good faith, undo the damage to my credit. I report my credit to government agencies for my business, and the impact here could cost me future revenues and my livelihood. In every case in this scenario, the banks ' representatives assured me that being added to my mother 's account as an 'authorized user ' was more accessible, better, and faster for everyone than submitting the power of attorney papers. They also assured me it would have no impact on my credit, credit scores, or credit health. I find now ( years later ) that this is entirely not true, and my credit has taken an enormous hit because of their actions. I seek for all of these accounts to be immediately removed from my credit reports as inaccurate information. I also want my credit score to be restored to what it was before these ( 4 ) banks began wrongfully adding this debt amounts to my three credit reports.
Company Response:
State: WV
Zip: 26062
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: This is my fourth complaint regarding the issue with PNC Bank. Complaints : XXXX, XXXX, XXXX My complaints have not be resolved by PNC. I have requested refund of fees assessed ( as of XX/XX/21 ) XXXX representments of transactions and XXXX {$30.00} fees by XXXX for the transactions. I will be filing a separate complaint against XXXX. I am willing to pay the fees I legitimately owe. I refuse to pay fees for representments of the same transactions over and over. This is an abusive, if not illegal, process used by financial institutions to generate fees. The normal presentment of returned items is an automatic XXXX times. Continuing to represent the same items and charging each time is excessive and abusive against the consumer. At what point does it stop. Part of the problem is PNC is allowing representments over and over and assessing fees. This is an automatic process, however, when it is brought to attention, PNC refuses to take responsibility and refund the fees. I have also filed a complaint with Office of the Comptroller of the Currency and Attorney General of PA. I also believe these practices could result in a Class Action Suit for consumers experiencing the same abuse by financial institutions.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A