Date Received: 2020-11-17
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I took a trip to XXXX in late XXXX lasting until the first week of XXXX. I had waited for this trip all year and wanted to spend my XXXX holidays there to visit the country and attend a dance festival. It was the worst days of my life instead because of PNC banks irresponsibility to allow to use my PNC travel credit card to obtain cash. I just recently learned about CFPB and thought to launch my complaint to bring my disastrous experience to officials who oversee banks consumer transactions. I had issues with getting cash from ATMS and banks from the very early of my arrival time in XXXX. I did however succeed a couple of times but that completely stopped after I received an alert text message about a transaction in Tennessee using my credit card which was fraudulent. I quickly notified the bank and my card was blocked. Up to this point the banks action was completely understandable aside from the fact that I had problems getting cash before this latest incident. My nightmare began after this ; I did not bring a huge amount of cash for obvious security reasons and trusted my bank. I was desperate to get cash, I contacted the bank visa number countless times that I can possibly remember. I was passed on from one agent to another, from one supervisor to another supervisor from one department to another every day, I had to make most calls late afternoon to late into the night sitting in my rental flat because of time difference. It is standard procedure when one needs a new visa credit card outside of US, visa XXXX would ship one within 24 hours. The procedure calls for filling a report for Visa XXXX and they process it from then on. However, they need an OK from the issuing bank, in my case PNC. In my case I filed that report but Visa XXXX could not process my request and ship me a new card because PNC would decline permission every single time. Every time I had to spend much time to follow up with the bank and played with like a ping pong between different departments. No one seemed to have authority to issue permission. Clearly some bank employees were quite disturbed themselves who completely understood my desperate situation in a foreign land but could not help. Bear in mind, the PNC customer service department is only open during the office hours and they do not provide a direct phone number unlike the credit card helpline with a number on the back of credit card. That meant I had seven and a half hours of time difference and the earliest I could contact them was at XXXX XXXX local XXXX time. I often had to be on and off the phone ( including time when they accidentally hung up on me ) until late at night local time in addition to times spend the rest of the days on the phone or emailing with other PNC phone numbers and visa XXXX. In short PNC ruined my annual vacation time for three weeks. All my time and expenses were wasted because of my, ironically, PNC visa travel card not to mention the stress. I was prevented to even change my flight home since that needed a flight change fee that could only be done by a credit card. PNC let me down in protecting me like other banks do when their customers are in desperate situation even if not at the banks fault let alone when the entire ordeal was caused by PNC incompetency and lack of responsibility. At one time I begged to have a {$300.00} advance cash sent to me to pay for my apartment and even that was refused. I attach to this complaint a document how XXXX XXXX guarantees and protects its customers in similar situations. What was and insult to the injury was when upon my return, I insisted for my case was passed on PNC retail escalation team office ( XXXX XXXX XXXX on my insistence in XXXX, MI. She did nothing but take additional hours of my working time to complete her case report to help the bank process, absolutely no care for my time far from even contemplating for any compensation even after learning all the details. I was an abused customer and a Guinee pig to streamline PNCs bank process, how arrogant! I am a 40 year customer of this bank, unbelievable! I think it is completely justified to ask PNC not just to reimburse all of my travel expenses but also my consultation time to improve their system after spending hours on the phone and email most of it during my regular working time. I have recorded all phone conversations which would attach some here along with some of the email exchanges. I was told that XXXX was recording every single of my conversation. Ironically at one point a supervisor who declared that our conversation was being recorded refused to talk to me when I mentioned I was recording the same call too. PNC is not a bank but is run as a corner grocery store, it must not be allowed to function as a bank and to disservice American citizens as the ample of online customer complaints and reviews speak for this fact. Their license should be pulled by the authorities.
Company Response:
State: MI
Zip: 48105
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I was contacted in XX/XX/XXXX by a debt collector from XXXX XXXX XXXX , XXXX, regarding a private student loan issued by PNC Bank , National Association, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, PA XXXX ( XXXX phone ) in XXXX ; the student loan was in the amount of {$9100.00}. I explained to the debt collector that I had no knowledge of the debt and followed up by submitting an ID Theft Affidavit to PNC XXXX XXXX as directed by the debt collector. I contacted the school I attended in XXXX and my credit union at that time ; both institutions have no record of receiving the money or any deposits resembling the amount of the money the debt collector alleges was issued in my name. I received a 1099-C, Cancellation of Debt, from PNC Bank and had to pay taxes on the debt reported in box 1 of the form of {$9100.00}.
Company Response:
State: MI
Zip: 48167
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX on XXXX I spoke with a XXXX XXXX and was going to purchase a XXXX he seemed extremely sincere genuine legitimate. I was gon na pay through XXXX and he refunded that as there wouldve been a hold and then XXXX XXXX there was a limit and XXXX XXXX but I didnt know how to use that so we went through XXXX which I never used before and I thought it was safe and through my bank but its not and I lost XXXX I asked my bank to dispute lastnight PNC before it went through the said they couldnt stop it that I would have to call back to get my dispute and money returned and today they said there wasnt anything they could dispute and said it was my fault basically and to file a police report but I havent been able to reach anyone but left several Voicemails Ive tried contacting XXXX they cant help Ive contacted or attempted to contact XXXX XXXX as well as the seller on every avenue I could email, phone, text, social media. He stole my money that I paid Im good faith thinking I was protected by XXXX and my bank how can this be allowed
Company Response:
State: PA
Zip: 15102
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I submitted a complaint XX/XX/2020 inference to a account with PNC Bank. Complaint # XXXX. I was called inference to this account and inturn received a email that said that I could not be reached. I had a 20 minute conversation on XX/XX/2020 XXXX XXXX. She informed me that she had spoken to the teller and the teller claimed that {$460.00} was never in my account. I told her that I had a recorded call saying other wise. I also having a police report with a recorded body cam proving that the funds was infact there. I've had several amounts of money over time missing out of my PNC account also receiving calls of impersonators using bank employee names and having access to my information and account information. This situation has not been resolved. And my account has been closed.
Company Response:
State: MD
Zip: 21234
Submitted Via: Web
Date Sent: 2020-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a savings account with PNC in the 1st quarter of 2020. For some reason, they have been withholding interest. Over many months, I have attempted to remedy this issue, but PNC has been very unresponsive. They are unavailable by chat or their message center, so it has been necessary to call, which I have done several times. There is absolutely no one available who can tell me what is necessary to remedy this situation - I do not want to withhold interest on my savings account, there is no reason to withhold interest on this account. I attempted to accelerate the problem to the next level and that resulted in no additional assistance. All I want is to stop interest being withheld from my savings account. There is no reason that something this minor should take almost a year to resolve.
Company Response:
State: NM
Zip: 87507
Submitted Via: Web
Date Sent: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During covid 19 I applied for a deferral online like requested from the bank. This deferral request was in XX/XX/2020 and I followed up with numerous phone calls to see if it was approved. I was assured it was received and they were working on it. I also received notifications about my loan being late which I called again and was told they were computer generated and they were still working on the deferral and were just behind because of being shorthanded. It is now XXXX and I am being told my deferral never went thru and the payments I have made since XXXX when I resumed making payments have all gone to Interest and late fees. I never received anything saying my deferral was not approved. I have contacted the bank and they tell me there is nothing they can do. This is clearly wrong, deceptive and fraudulent. This bank is preying on customers in a time of crisis.
Company Response:
State: PA
Zip: 18944
Submitted Via: Web
Date Sent: 2020-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I open an account in early XXXX under promotional terms for {$300.00} and fulfilled them. I waited a month and called to see why I didn't receive the promotional bonus and was told I was never allowed to because I wasn't a 'new customer ' citing a previous account I had closed more than 5 months prior. I pointed out that I satisfied the 3 obligations in the fine print - not a current signer, no closed account within 90 days, and haven't been paid a bonus in last 12 months. Then I was told that because I missed that previous promotion I wouldn't be able to participate in the current one - valid from XXXX to XX/XX/31. Although I disagreed with the customer service representative and asked for another person to review my account, she said that is the final.
Company Response:
State: FL
Zip: 34209
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was contacted for a sale and was sent enough money to pay for shipping of sale. After I cashed the check online with PNC I reached out to them to ensure my check had cleared. Below is a copy of my transcript with PNC : Info at XXXX, XX/XX/XXXX : Thank you for choosing PNC Bank. This chat may be monitored for quality assurance purposes. The next available Online Consultant will be with you. Info at XXXX, XX/XX/XXXX : Hello, this is XXXX. Thank you for choosing to use our online chat service. XXXX XXXX at XXXX, XX/XX/XXXX : Hello Stasha at XXXX, XX/XX/XXXX : Good Day! Thank you for chatting with PNC! How can I assist you with your banking needs? XXXX XXXX at XXXX, XX/XX/XXXX : Can you check and make sure a check has cleared for me? Stasha at XXXX, XX/XX/XXXX : Hello XXXX. I am happy to take a look into the account activity to see if a check has cleared. How much was the check? XXXX XXXX at XXXX, XX/XX/XXXX : XXXX XXXX XXXX at XXXX, XX/XX/XXXX : thank you! Stasha at XXXX, XX/XX/XXXX : You are welcome. Yes, the check cleared on XX/XX/20. You can also see this on the account activity as well. The balance before the check was {$4200.00}. With the deposit clearing the account the available balance is now {$6500.00}. Stasha at XXXX, XX/XX/XXXX : If you can not see this online, you may need to refresh your browser by clearing the cache, cookies and browsing history on your device. Using icons, favorites, and bookmarks to log into the PNC site can prevent certain areas of the website not to load, or not appear at all. This is due to frequent updates we make to our website to enhance the customer experience. XXXX XXXX at XXXX, XX/XX/XXXX : okay great thank you! Stasha at XXXX, XX/XX/XXXX : You are welcome. Stasha at XXXX, XX/XX/XXXX : Did you have any other questions today? XXXX XXXX at XXXX, XX/XX/XXXX : no that is perfect, thank you for your time After I had been advised that the check had cleared I understood that as the money had moved from the check writers account over to the check cashers account, mine. See below for XXXX 's definition of a cleared check : Cleared Funds Explained When cash or checks are deposited into an account, either as an account funding transaction or as the result of the sale of a security, it may take several business days until the financial institution is able to make all of the funds available for withdrawal or trading. A check clears when funds are moved from the check writer 's bank to the bank of the person depositing the check that was written. If the check writer and depositor use the same bank, this can potentially happen on the same day. Following PNCs guidance that the check had cleared I was under the impression that I now had another persons money that I needed to forward to pay for shipping. I then sent money, which I was under the impression was cleared from the check, using XXXX to pay. A few days later it was found that the check I cashed with PNC was Fraudulent and PNC deducted the funds from my account. I have since brought up the issue with PNC multiple times over the last couple of weeks and have now heard back from their escalations team. PNC has now gotten back to me and said they are unwilling to take any responsibility for the fraud. My complaint is the fact that my actions were dependent on the information that PNC provided me with, and had I not been told that the check had " cleared '' I would not have sent any money.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-01
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My bank account at a pnc branch in XXXX pa was closed for supposed failure to proof residence. I took letters from them sent to the address on record and also other proofs and still my account was closed. The same day my paycheck deposit was deposited. Bank said I'd received a check in the mail 5 business days after the day I visited the bank and have not received my funds.
Company Response:
State: TX
Zip: 78041
Submitted Via: Web
Date Sent: 2020-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home equity FHA mortgage loan is through PNC Bank. I've been being harassed and threatened to have penalties and fees for payments I can not afford at this time. I've been trying to apply for the forbearance due to me having no job, and family members that have passed away due to covid. This national pandemic has taken a toll on my income and family. Under the CARES ACT I'm suppose to be protected and able to apply for a pause on my mortgage. PNC bank however, is denying me the right, when I ask for the forbearance they inform me of only having a loan modification program and hardship program available which both requires approval and can take over 30 days, it also requires a 17 page form to fill out with copies of my bank account funds. Many of PNC bank members are having the same issues with PNC denying them the right to apply for forbearance. PNC Bank is making it really difficult for myself and others through these difficult unforeseen times. I need help, and would like to file a complaint against PNC bank for not abiding by the Cares Act law. They are threatening to have me homeless and are causing me emotional stress.
Company Response:
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A