Date Received: 2020-12-02
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: PNC Bank advised me on XX/XX/2020 that they suspected {$2500.00} had been withdrawn from my checking account in Maryland by a man using false ID on XX/XX/2020. I live in Florida and confirmed their suspicions were correct. I have been unable to have these stolen funds returned to me even though PNC has confirmed the identify of the thief to not be me via the false ID used. PNC now said it can take 30 days, contradicting your website which indicates 10 days.
Company Response:
State: FL
Zip: 33441
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/XXXX - I received a security alert from my bank that I added a recipient to my online bill pay and if I hadnt to call immediately. The notice was sent after the dept I was to call had closed for the day. ( I had not then, nor had I ever used online bill pay. ) I deleted the recipient which was my own credit card - but I never added it. XX/XX/XXXX - I received a security alert again and did speak to customer service.. I was advised that since it was my own credit card that had been added to not worry. I deleted it from bill pay again. XX/XX/XXXX - I received a 3rd security alert about the same issue. I told the person I spoke with that I had never used online bill pay and could they just eliminate it from my account so I wouldnt receive any additional security messages. XX/XX/XXXX - I spoke with someone who said she removed it XXXX online bill pay ) and ever since then I have been unable to have access to my Virtual Wallet Acct or my credit card in online banking. I cant view any credit card transactions or Virtual Wallet account transactions. When I click on the hyperlink for those Acct it takes me to a screen to enroll in online bill pay, but not my accounts. I have been sent to various departments since that time to resolve this. I have spoken to credit cards several times to get my recent transactions. I have spoken to online bill pay dept, online banking, escalation and the list goes on. I have been advised that a rep I spoke with was re-enrolling me in online bill pay and that should resolve things in 2 days. I was advised to re-enroll myself ( which I did ). No one seems to know what they are talking about. This is an issue that began on XX/XX/XXXX when I received a security notice that I should have never received about an action that I had never taken, and as of ... .. XX/XX/XXXX when I can report that I still do not have access to my Virtual Wallet or credit card in online banking. To say that I am frustrated is an understatement.
Company Response:
State: MI
Zip: 49006
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: The third week in XXXX was a busy one for my family and my business. I had sales tax to report, a XXXX XXXX with a loose tooth, and discussing the devastating end-of-life care for my brother 's father-in-law. On the evening of XX/XX/XXXX, I am having some heart wrenching conversations with my family over the phone when our CEO ( also spouse, we are a XXXX XXXX ) asks what is up with this text receipt for {$3700.00}? The What? We didn't buy anything this evening. Surely nothing for upwards of {$3000.00}. Everything Stops. I log into our bank account where we had been working so very hard to have enough to manage our expenses with out XXXX XXXX XXXX in the basement and having to shift heavy into online XXXX to manage the devastation of COVID-19 and continued civil unrest. We shut down for COVID-19 and it looked like we would survive. We were vandalized and shut down following protests and it looked like we would survive. We had been able to take that and use our XXXX to help inspire community members this fall. I was thinking that we could weather so many of the challenges facing us as a XXXX XXXX as our friends and neighbors are also struggling. But there it was thousands and thousands of dollars of UNAUTHORIZED CHARGES that would threaten our business once again. It looked like one of our business debit cards was being used to make a large amount of purchases. I went into action. 1. I immediately upon finding out the issue, used PNC bank 's freeze card service to freeze all of our cards and stop any further purchases. 2. I looked to see what charges were all coming from one card and tallied up the amount all told {$15000.00} of charges that were not authorized. 3. I verified that we were still in possession of the card in question. I asked when it had last been used. It had been used that very same day in XXXX NC, so we had the card, but the number was being used to make unauthorized charges. 4. I requested a meeting with XXXX XXXX, Vice President Branch & Business Center Manager PNC Bank NMLS ID : XXXX, via email that evening and gathered any information I could about unauthorized charges. It was so bizarre and I really did not know what to call it, but I knew it was bad and that we needed to resolve the issue right away. The next morning I met with XXXX XXXX at the XXXX XXXX, XXXX, NC branch and had brought all of the information I had regarding the unauthorized transactions. It was really strange. Almost all of the transactions were for multiple hundreds and thousands of dollars. I surrendered the card in question to prove that we had retained possession of the physical card. I asked XXXX XXXX what to do. He indicated that this sort of thing happens all of the time and that I needed to dispute the transactions, they investigate, and then I am likely to be able to have the funds returned. I was asked a series of questions. Did we authorize these transactions or give the card to someone to use? NO. All of the transactions that were not authorized were reported XX/XX/2020, 15 hours after I learned of their existence. I knew it is important to be timely when reporting errors. I was able to file disputes for ten transactions that had posted and would have to call his associate XXXX XXXX as soon as the other transactions had posted. The first batch totaled {$8900.00} and were reported and disputed with XXXX XXXX on XX/XX/2020. The remaining four transactions totaling {$6200.00} were reported on XX/XX/2020, and disputed with XXXX XXXX XX/XX/2020. Provisional Credits were issued on XX/XX/2020 for all of the disputed transactions while they continued their investigation. On XX/XX/2020, I received two letters regarding the two dispute batches indicating that they were resolved and my account will be debited on XX/XX/2020 for all monies. The statement reads " Based on our overall investigation, we consider the transaction ( s ) to be valid and your claim has been denied. '' We have been isolated in NC trying to make this XXXX XXXX work. This is absolutely shocking and devastating. How are they going to call SIX different transactions at XXXX across FOUR states ( TX, GA, VA, CA XXXX in ONE DAY valid? Just a cursory look at our account shows that the XXXX transactions ALONE are absurd. A review of past XXXX purchase history from XX/XX/XXXX-XX/XX/XXXX shows that this account has only amounts well below {$100.00} prior to the string of unauthorized charges in XX/XX/2020. Out total purchase history for XXXX prior to the unauthorized charges is {$140.00}. Why would the PNC Bank 's screening process not find charges in excess of {$800.00} and block them? Furthermore all purchases that were authorized purchases in this time frame are done in North Carolina and at the XXXX NC and XXXX NC locations. I do not understand why I have to pay for charges that were flagged and brought to the attention of PNC within hours of learning of the charges. Why does PNC Bank seem to think that our business has purchased {$550.00} from XXXX XXXX XXXX in Texas a place where we do not reside, do business, or have any other authorized purchase history? I don't understand why I have to pay for unauthorized transactions. After combing through our XXXX account purchases, we can not find any purchases in that account that match the amounts in the unauthorized transactions. A review of past XXXX XXXX " XXXX * '' purchase history of card XXXX from XX/XX/XXXXXX/XX/XXXX shows that this account has only amounts well below {$300.00} prior to the unauthorized charge on XX/XX/2020. Most of these purchases are working meals and client entertainment charges. Most of the charges originate in XXXX NC where the business resides. ALL of the charges with the exception of the unauthorized charge which is clearly a large sum and geographically distinct from the other purchase history. Why does PNC Bank, that purportedly wants to work with small businesses, leave us hanging when their system did not contact us when there are a lot of out-of-state charges start popping up? I hate to say it, but we are very boring, we are very consistent, and we are very local. Review of our records and relevant information including the transaction history, location of payees, and relevant information show that these transactions were unauthorized and certainly not valid. We have not traveled outside of NC in all of XX/XX/XXXX. I don't understand how PNC Bank would see these purchases as valid. We did our part we monitored our account and found the issue. As soon as we found the unauthorized charges we reported in a timely manner. 15 hours after finding out about the issue, I was in their office reporting it. So many businesses are struggling this year. We are a XXXX XXXX. This is our whole livelihood. We work to build our community everyday. We have worked very hard to survive this year of challenges. It is shocking that PNC Bank would feel so comfortable with this decision. If you look at all of the information available, it is easy to see that these charges were not valid, they exposed a big hole in how the whole unauthorized charges program is run. It would be such a shame to let this XXXX decision bring us down.
Company Response:
State: NC
Zip: 276XX
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-28
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I the consumer/ natural person and original creditor. Pursuant 15 USC 1602 ( p ) that there has been unauthorized use of my credit card by PNC Bank without me benefiting from this consumer credit transaction. My benefits were taken by misleading and deceptive forms 15 USC 1692j ( a ) requesting payments. This herein unrebutted affidavit of truth being serviced to you today and therefore, standing as truth in commerce, so be it. If called upon to testify as a witness I the consumer and original creditor shall so state herein. This consumer credit transaction was unjust and I had not equity in it. Affidavit of truth and exhibits attached. Please note that an affidavit of truth not rebutted stand as truth in commerce.
Company Response:
State: FL
Zip: 33604
Submitted Via: Web
Date Sent: 2020-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called the phone payment system on XX/XX/XXXX ( XXXX ) to make the monthly payment. The system verified that the stored account information was correct. I was able to make my payment over the phone through the system. I realized on XXXX that my payment had not posted to my account. I called the same number on XXXX and the system stated that I owed 2 payments. I talked to the representative who stated that the system was changed on XX/XX/XXXX and should have not allowed me to make the payment but there was nothing that she could do. I made the 2 payments on XXXX. I called back on XXXX and spoke with another representative who suggested I file a complaint through fico.
Company Response:
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2020-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Many financial institutions use a service called XXXX to identify bank account access to brokerage accounts. I tried to set up automatic transfers from my bank account to My brokerage account and PNC blocked access to that information. This is unreasonable as many banks use this service, and I have used this to transfer funds to other accounts. This is apparently a recent change and customers were not notified. PNC 's customer service says there is nothing I can do about this.
Company Response:
State: VA
Zip: 23188
Submitted Via: Web
Date Sent: 2020-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: Two XXXX transfers through PNC bank were made for an apartment lease that was found to be a scam. I filled out an application ( XX/XX/20 ) and signed a lease ( XX/XX/20 ) for an apartment at XXXX XXXX XXXX, XXXX XXXX, XXXX PA XXXX. I made to transfers to pay for rent via XXXX through PNC Bank. The recipient then was a no show at time of key pickup and texted me from phone number XXXX telling me that he had scammed me and stole the money. He uses an alias of XXXX XXXX under XXXX XXXX which is a legit real estate business in XXXX XXXX. Transaction 1 : XX/XX/20 {$1000.00} XXXX XXXX Account : XXXX Confirmation : XXXX Transaction XXXX : XX/XX/20 {$990.00} XXXX XXXX Account : XXXX Confirmation : XXXX The recipient admitted to the scam on XX/XX/20. I immediately called PNC Bank and made a report. I am awaiting written notice regarding their decision. I have also taken this issue to the XXXX police department in XXXX XXXX as well as the police department in XXXX, PA as that is where license address is. Neither precinct will help me file a report. XXXX police did open a record to show proof that I called with the complain. The number is XXXX.
Company Response:
State: PA
Zip: 19147
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-24
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I notified PNC Bank of my mothers death in order that they close her account and forward the funds to me as her eldest child. She was not married at the time of her death. XXXX XXXX XXXX ( my mother ) passed away on XX/XX/20. I notified PNC Bank. I called XXXX voice banking. I entered her social security number and after several prompts I was able To speak to a representative. The female sounded to be in her late twenties. I advised them of aforementioned and what were the next steps to close my mothers account and have the funds distributed to me. I was advised to mail the following documents, certified copy of her death certificate and a copy of my drivers license front and back and to mail to PNC Bank. XXXX XXXX XXXX XXXX XXXX XXXX, XX/XX/XXXX XXXX. I mailed these documents certified on XX/XX/20. A week later I called for status a week later as I was told once documents were received it would take XXXX days business days to process. I have called once a week since XX/XX/20 and this is the script. A young female answers the phone ... asks for my mothers social security number, then they say let me place you in a brief hold while I review her account. I am placed on hold for no less than 20 minutes each time for the rep to return to the phone to tell me Absolutely nothing but that once the documents are received and if anything else is needed I would be notified. It is so frustrating and without reproach to give a consumer such a run around abs my time and expense and my mothers checking account and for what reason. To add insult to injury your office can have a person call and you will receive the same scripted response without any assistance. Not only is this frustrating but a waste of my time and efforts to settle my mothers account. Why is PNC bank deliberately refusing to process my documents? Oh, one more thing, PNC added another line to the script asking me if I had a receipt for the certified mailing for the documents I sent. This was on XX/XX/20 at approximately XXXX XXXX eastern standard time. I called back a 2nd time and on XX/XX/20 and asked for a supervisor ... another young female said the script again placing me on hold this time for 13 minutes and has left with with no other alternative than to file the complaint against PNC Bank and demand that my mothers checking account and funds be released at once without any further delay. Her name as it appears on her checking account is XXXX XXXX XXXX # XXXX. I respectfully seek your assistance involving this matter and the reason PNC Bank is deliberately violating law and rendering poor customer service and I seek sanctions if applicable and my mothers account settled and funds distributed immediately. I attest the above statement is accurate and factual. XXXX XXXX
Company Response:
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have a problem with PNC everytime i make a huge purchase that's around XXXX dollars on electronic goods PNC always blocks my card and everytime i call it gets very annoying that i have to approve the purchase to make it go though even though I HAVE THE CARD IN MY POSSESSION
Company Response:
State: MO
Zip: 63125
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-23
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a PNC Visa Signature Credit Card with PNC Bank, where I have all of my banking accounts. My PNC Credit Card is set to autopay from my PNC Checking Account every month on the XXXX. The final payment made was on XX/XX/XXXX. PNC stopped auto-paying the PNC Credit Card, and the payment was late for XX/XX/XXXX and XX/XX/XXXX. I was not notified that the autopay ended or would expire. I became aware of this when PNC emailed me on XX/XX/XXXX that the due date for their credit card had passed and they applied a late fee the day before on XX/XX/XXXX. ( A search of my email shows that they also emailed me on XX/XX/XXXX, telling me that my payment was late [ because of PNC ], in that case they applied a late fee on XX/XX/XXXX ). My checking account holds approximately 250 times more assets than than charges on my credit card, so I have the ability to pay. To my knowledge, I have never had a late fee or had one waived. I called PNC to resolve the issue. I was informed by XXXX that it would take 3 months to restore autopay and that she could only waive one late fee every 12 months, and so she could not waive both late fees. XXXX told me this was a new company wide policy that had been handed down by the responsible company officer, and that even her superior could not make an exception. I made it clear that both fees were incurred because PNC Bank stopped auto-paying my PNC credit card. This did not matter to XXXX and PNC -- their failure to use PNC bank accounts to pay PNC credit card means that I'm stuck with late fees I would never have incurred. Personally, I want both of the late fees waived. My bank has access to my funds and auto-pays the credit card they control ; they decided to stop auto-paying, and did not notify me of this or of a possible auto-pay expiration. They started charging me late fees and sending me notices after the fact. The bank also says I am stuck with these late fees, because they failed to make the payment to themselves and they will no longer waive late fees at all. Broadly, I am concerned this is possible actionable chicanery. At the least, this is bad faith and immoral. On a national scale, this would amount to a huge addition to the bank 's books and a fraud upon its customers. It seems a lot like a trap, intentional or not.
Company Response:
State: DE
Zip: 19803
Submitted Via: Web
Date Sent: 2020-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A