Date Received: 2021-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage loan dates from the initial closing on our apartment, XX/XX/XXXX. From the inception of our mortgage loan, our mortgage lender ( PNC Bank ) collected money from us for payment of real estate taxes and placed these funds in an escrow account. Taxes on our apartment are paid through a P.I.L.O.T. ( Payment In Lieu Of Taxes ) program. The P.I.L.O.T. reflects an agreement between the developer of the building and the local tax authority, and applies to all units in our building. There is nothing optional about participation in the P.I.L.O.T. For the duration of most of the first year of the loan, our mortgage lender failed to pay the P.I.L.O.T. We first became aware that our real estate taxes were not being paid sometime in the third quarter of XXXX. Around the time we first discovered that our property taxes were delinquent, we called the customer service number printed on our mortgage statement several times, but each time were directed to an automated system. This automated phone system informed us that property tax payments would be handled by PNC, and that there was no need to contact PNC about payment of property taxes. Eventually, we contacted a human being at PNC by phone. After describing the issue, to a customer service rep, we received a letter dated XX/XX/XXXX, stating that taxes paid from your escrow account were applied to an incorrect parcel by the tax office. We were further told in that letter that records with the taxing authority were in the process of being corrected and that our property taxes were current with no delinquencies. In a subsequent letter dated XX/XX/XXXX, PNC notified us that they had back-charged us and debited our escrow account for the late fees associated with late payment of taxes through XX/XX/XXXX, in the amount of {$1400.00}. This was the first time that PNC notified us that they considered P.I.L.O.T. payments to be our responsibility. In this letter, PNC told us that : " Upon further research, it was determined that the pilot taxes were homeowner responsibility, and as such, we have to pull the penalty funds in the following amounts [ totaling {$140000.00} XXXX from your escrow account to repay our corporate account. '' When we objected to this, PNC replied in a letter dated XX/XX/XXXX : " Per our research the Pilot Program was an incentive program given to the Developers to build in a particular area and then was passed on to the Homeowners as an enticement to purchase in the same area. It should have been explained at the time of purchase that this program would be your responsibility to pay as we were not made aware of the program unless the customer notifies PNC of the program. At that time, we can and will add it to the escrow to be paid with the property taxes billed. This program is not offered to everyone and therefore, PNC does not have a way of keeping track of these programs and who is eligible since it is not offered to every homeowner. '' Again we objected to their conclusion that we were responsible for the late fees, and received letters from PNC dated XX/XX/XXXX and XX/XX/XXXX stating that they were still researching our request. After a long break to allow for Covid-19 delays, we again contacted PNC in a letter dated XXXX, XXXX, XXXX. After no response to this letter we contacted PNC by phone and received a written response dated XX/XX/XXXX, this time stating that : " In our earlier research we have found that the PILOT bill was sent only to the customer and therefore not paid by PNC. We stand by our original decision and therefore will not be reimbursing your escrow account. '' We did not receive the P.I.L.O.T. bills for the period in question. We do not know whose fault it is that we and apparently PNC also, did not receive the bills, but we believe that by making escrow of the property taxes a required part of the closing, PNC needs to be the responsible party. As noted above, the P.I.L.O.T. program applies to every unit in the development, and there was nothing optional about participation in the program. The P.I.L.O.T. program is the sole way in which property taxes are collected for units in our development. Not only were we not informed by PNC that P.I.L.O.T. payments were our responsibility, but rather the Closing Disclosure for our mortgage loan spells out the amounts to be collected in escrow, which are equal to the P.I.L.O.T. payments. The Closing Disclosure goes on to state : " Escrow Account For now, your loan Will have an escrow account ( also called an impound or trust account ) to pay the property costs listed below. Without an escrow account you would pay them directly, possibly in one or two large payments a year. Your lender may be liable for penalties and interest for failing to make a payment. '' Each time PNC has contacted us to explain their refusal to pay late fees for tax payments that they failed to make, they have provided a different reason. We believe that, having taken responsibility for payment of real estate taxes at the time of closing, and as noted in their own Closing Disclosure, the mortgage servicer, and not us, should be responsible for payment of late fees.
Company Response:
State: NJ
Zip: 07093
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: This bank closed my accounts and ended their relationship with me and then sent me a refund check which I received but when I deposited it at my bank they cant find the deposit their is something wrong I have called Pnc to inform them of this issue with the check they sent me
Company Response:
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: For over 2 years now we have been trying to do a short sale and we have run into a road block with the Jr. Lien at PNC bank XXXX After many conversations with PNC customer service department, I have been told that the asset manager that made the final decision on this file. PNC decision was insulting to say the least. Maybe they did not review the appraisal and payoff letters I sent you from the 1st mortgage lender XXXX XXXX. I have attached them hereto again for your review. Please note that the appraisal done by the 1st mortgage lender was a full interior appraisal XXXX value not a drive by like PNC Has done. Please note that there is over a XXXX discrepancy in the value from your PNC Drive by Vs. the 1st mortgage lender XXXX servicer. Also note that there are structural issues with the property. Also the Property has been listed for sale for over 2 years at XXXX with no offers. That discrepancy is too wide to be anywhere acceptable / credible. The only conclusion that can be derived is that PNC is being totally unrealistic in their evaluation. This can be considered acting bad faith in part by PNC to say the least. I call it malfeasants. The buyer was so distraught by your decision that he has directed me to help him negotiate directly with the first mortgage to buy the note and proceed with the foreclosure to remove PNC as the Jr Lien. That has already been put into motion. See attached letter to 1st Mortgage attorney. PNC has blown this approval and now very likely will receive no proceeds to settle this matter. You should reconsider to take no more than XXXX for this upside-down property and that's generous. However even this offer may be too late as Buyer has started the process with the 1st Mortgage lender to buy the note and continue the foreclosure. Let me know ASAP.
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened a PNC account on XXXX/XXXX/2020. Part of my account opening included a promotional bonus of {$300.00}. I met the requirements to earn a bonus and was paid the bonus of {$300.00} on XX/XX/XXXX. Part of the promotional fine print states " The value of the reward may be reported on Internal Revenue Service ( IRS ) Form 1099, and may be considered taxable income to you. '' I have not received a 1099-INT as of today ( XX/XX/XXXX ). PNC 's automated messaging when calling their customer service phone number ( XXXX ) states that 1099-INT forms were sent by XX/XX/XXXX and to allow 10 business days to receive that form. Today is 11 business days, so we are now 1 business day beyond PNC 's own timeline. I called customer service on Friday XX/XX/XXXX and the person who I spoke with was not helpful and gave me a number to call to a department that said they couldn't help me ( XXXX ). I called again today to their customer service phone number and the customer service agent, XXXX, told me that the system only shows that I received {$.00} of interest in 2020. She also confirmed that I received a bonus in the amount of {$300.00} on XX/XX/XXXX. PNC 's system should recognize that as interest. I requested a duplicate 1099-INT which is supposed to arrive in 15 business days or less. I'm submitting this complaint because I do not want to wait 15 business days as I should have received the 1099-INT. I also am concerned that PNC Bank is not recognizing the total interest that I was paid in 2020 and never sent me a 1099-INT. PNC needs to send me a 1099-INT if they have not. If their system is wrong, then they need to fix that and send me a 1099-INT as soon as possible.
Company Response:
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: My issue goes back to XXXX of XXXX I had over draft protection on my account. I went over that amount. When looking for a house and running my credit, I found out that I owed that to PNC bank. I immediately called and paid off the debt. 6-8 month later, it was still on my credit. I filed a complaint with you since the bank itself is useless and has a dead address via a XXXX XXXX XXXX They responded pretty fast. Turns out that the customer service person that I talked to never processed my payment. The VP of one of the departments called and informed me if the issue. She took my payment right then and there. I received a letter stating that my account was paid in full as of XXXX of XXXX and that the matter would be put to rest. I have that letter. I recently ran my credit and that " ding '' is still on my credit. It's saying that it was charged off. How can it be charged off when I paid it off and i have proof on PNC letter head that it was paid off?
Company Response:
State: PA
Zip: 15044
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan originally with XXXX XXXX was sold to PNC. XXXX paid our homeowners insurance in error as part of a bulk payment to XXXX XXXX XXXX XXXX XXXX Before XXXX made this error, we had already paid our insurance policy separately on XX/XX/XXXX. 2020. XXXX 's error resulted in a double insurance payment for 2020 with XXXX asking us to ask the insurance company to refund XXXX 's money. However, just after this double payment, the error was transferred over to PNC Bank, rather than being resolved when our mortgage was sold in XX/XX/2020. Instead of a resolution, XXXX and PNC created an escrow on the account for their incorrect insurance payment. My wife and I have spent hours calling all three parties ( insurance company, XXXX, and PNC ) and emailed PNC numerous times to ask them to remove the escrow from our account. We have emailed proof of the error ( email from XXXX ), plus a Credit Card Statement as supporting evidence to show that payment had been made twice and there should not be an escrow. After months of this process between the three entities, PNC still refuses to remove the escrow from our account. Now, essentially the escrow is asking for a third payment for the insurance. We pay a fixed amount each month which includes a additional principal payment. When the banks added the inaccurate/unnecessary escrow to our account, it reduces the additional principal payment and increases the net interest collected by PNC. Again, instead of the banks correcting their error, they merely added a second error and pass the issue between various departments and never answer or address the issue of correcting the error and eliminating the escrow. PNC is not taking accountability for their errors and are not responding to consumer outreach. Any help you can provide will be greatly appreciated. thank you, XXXX XXXX XXXX XXXX
Company Response:
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX my bill did not go through account with 1 missed payment. I am kindly requesting PNC BANK, NA ( Opened XXXX XXXX, XXXX ) to remove this missed payment from my credit reports as a gesture of goodwill. Doing so would sincerely be appreciated and represent an invaluable gift to my family and me
Company Response:
State: NC
Zip: 27591
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-14
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I noticed monthly fees were charged on my account since XX/XX/2019. I went to PNC branch located in XXXX XXXX XXXX XXXX spoke to the banking associate. I was told the monthly fee was charged because my account was not link properly. My current monthly total balance is over the requirement. She mentioned she will consult with the branch manager and have the manger give me a call back on the same day. I did not receive the call and contact the branch manager the next day. The branch manager was not aware of the call back request. After explaining the situation the branch manager escalated the issue to the retail management team. I just received the call from XXXX XXXX from the retail management team today. She explained to me that since my checking account was in the inactive status so it does not count toward the total balance. I further question if PNC ever notified me about the inactive status. She looked into the notification further and told me there was no notice ever send out to me. I do not agree that my account should be remove from the package if it is in the inactive status and this information was never disclosed. She agreed to refund 6 of the total 16 charges. The most recent charge was on the day i visit the branch trying to have the issue resolved. There system limitation cased my account to have another additional monthly charge when I am trying to resolve the issue. This clearly is an issue and I am sure there are more PNC consumers might be affective about this unfair practice. They are required to send me inactive notice per state requirement and can't cease accrual of any benefits which is not counting the balance toward the total requirement to avoid monthly fees.
Company Response:
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2021-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/XXXX I was charged double Over Draft Fees of XXXX each. Due to my account being over drawn over night on XX/XX/XXXX. This over draw was wrong because PNC processes my transactions on a unfavtual order to make me over draft before coming current. Due to those over draft fees my processing than made a XXXX cash deposit on XX/XX/XXXX come up short. On XX/XX/XXXX I made 2 {$1000.00} withdrawals to XXXX XXXX based on that {$2000.00} cash deposit I made. On XX/XX/XXXX those two withdrawals to XXXX XXXX were also registered as an over draft when everything processed. On XX/XX/XXXX I was then given 2 reversals for the XXXX XXXX transactions and then 2 more overdraft fees of {$36.00} each. This due to poor processing and lack of fluidity and communication I have been charged {$140.00} in over draft over 3 days. Wrongfully. Furthermore I have contacted PNC Bank several times to block over drafting transactions with my debit card.
Company Response:
State: MI
Zip: 48180
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I tried to open a savings account at PNC bank ( pnc.com ) a couple times around XX/XX/2021. I saw some advertising around a bonus offered ( {$200.00} ) for meeting certain requirements upon opening a new account. Each time I tried to complete the application process, I would get a loading screen and then an error that my application can not be completed. I tried again and got the same result. The next day, I received a couple emails that I set up an account which was actually three separate accounts ( 6 total accounts ). I called PNC at XXXX and was able to get a person on the phone after about 18 minutes on hold. After explaining everything that had happened up to that point, they said I couldn't do anything until I received cards in the mail. I told them I wasn't aware I was going to receive cards in the mail since I never could complete registration. They said to just wait and see. I presume PNC recorded this call. On XX/XX/XXXX, XXXX, XXXX, and XXXX, I received emails from PNC, welcoming me to my virtual wallet and reminding me to " cash in on my reward '' by showing the promotion terms. Again, this was before I had any info on my accounts and before PNC would even discuss my accounts or the existence of my accounts. I received two emails on XX/XX/XXXX to 1 ) Tell them about my virtual wallet experience and to " set up your virtual wallet today ''. On XX/XX/XXXX, I received another email to again set up my virtual wallet. On XX/XX/2021, I also received two letters confirming PNC accounts were opened. Each letter showed three accounts ( 6 total accounts ) were opened and displayed the last four digits of each account. On the same day, I received two different envelopes containing PNC debt cards. I know the date in which items arrived because USPS sends me a daily email with scanned images of the letters I will receive each day. I didn't do anything once I received the letters. On XX/XX/2021, I received a letter from PNC stating " multiple virtual wallet accounts were opened in error ''. This was the first time this was acknowledged by PNC, three weeks after my initial call with them. On XX/XX/2021, I received an email stating " Weve been trying to reach you '' and provided a link to schedule a call. I clicked through the link and tried many times to choose the dates/times they showed available to set up a call. Each time, I was met with an error and couldn't book the call. I decided to record my screen and again tried a few times to book a call with no success. I can provide this screen recording, if needed. I knew at this moment, this bank was too error prone to trust with my money and that I wouldn't be setting up or using these accounts. I decided to reply to this email with the following message " You can call me at XXXX and we can discuss the unauthorized multiple accounts ''. I received an automated response : " Thank you for your message. Please know that I would like to assist you with your concern. However, since this is not a secure email channel, I am unable to access your customer file or any personal information in order to properly assist you. Please login to our online banking website with your User ID and PIN / Password where you can access our secured message center. You may also call us at XXXX, or our bank operator at XXXX, and our consultants will be able to assist you over the phone ( XXXX XXXX - XXXX XXXX EST Monday-Friday and XXXX XXXX - XXXX XXXX EST on weekends ). We are sorry for any inconvenience that this causes. '' Obviously, I hadn't set anything up yet to be able to access an online portal and I knew the long wait time I had on my previous call, so I did nothing. On XX/XX/2021, I received another email with the message, " Your Virtual Wallet remains unfunded and may be closed ''. On XX/XX/2021, I finally decided to give PNC another call and used the number from the letter received on XX/XX/2021, XXXX. This time, I was able to get someone within a minute or two. I asked which accounts were active and asked to close out all accounts that were associated with me. I had provided my social security number to the representative on the phone. After some time, she found the accounts and said she could close them all. She also stated I would receive a letter stating the accounts were closed. I have a recording of this call, if needed. This is where we are at the time of this writing.
Company Response:
State: TX
Zip: 78748
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A