Date Received: 2020-08-26
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: PNC bank is doing an investigation There were over {$500.00} of unauthorized charges on my account from XXXX to XX/XX/XXXX. Two Disputes were filed on two dates ( reference numbers included below ). PNC temporarily put the funds into my account in XXXX and PNC was supposed to mail me a questionnaire to complete and send back, supporting my claims. I moved on XX/XX/XXXX and provided updated information to PNC using the online banking system, and updated PNC of my address change via phone, with a representative. After the information was updated, I received mail correspondence from PNC to my new address, none of which was the questionnaire. I receive 3 mailed letters from PNC yesterday XX/XX/XXXX, to my current and new address. The letters referenced the disputes I filed and informed me that PNC found the charges to be valid and that the funds would be DEBITED from my account on XX/XX/XXXX ( tomorrow ) I spoke to 4 representatives on the phone about resolving this issue. I was told that I needed to go into a PNC branch to file another dispute of the charges. This afternoon, I spent 2 hours at the PNC branch with a branch manager XXXX. She and the rep I was on the phone with at the same time, were processing another dispute of these same charges. They were not able to reverse the scheduled debit or replenish the funds even though they were scheduled to come out tomorrow. Not today. A direct deposit is scheduled to go into my account on Friday and PNC stated that they will still be taking out all of the fraud and unauthorized charge amounts and that there is nothing they can do. These charges were no fault of mine. PNC failed to provide me with the proper paperwork even though PNC was aware of my address change prior to the second dispute and they were sending me mail notices about the negative status of the dispute, but told me that they mailed the questionnaire to the old address. This is no fault of my own. From the charges to the debt that I am now accruing as a result of PNCs lack of compliance to their own dispute process. I have a family and my bills are scheduled to be deducted on XX/XX/XXXX. I will now be defaulting on my mortgage and utility bills because of PNCs mistake. They won't put a hold on the funds coming in on Friday and they are ruining my hard worked established credit because of a mistake caused by PNC. I am so upset and want to close my account. Unfortunately the payroll company processed checks so there is no way for me to freeze or request a different receipt of the direct deposit scheduled for Friday. If PNC had me file a re-dispute today, PNC should NOT be deducting money from my account tomorrow. There should be a freeze on any bank activity until the new dispute is resolved and funds that were stolen are put back into my account. All of this happened because they failed to provide me with the questionnaire. I MADE CERTAIN to update my address during the time of the disputes, so that I could receive all of the mail at my new address. Now I am going to be late on primary bills, impacting my credit and causing unnecessary worry and problems. I want the stolen funds put back into my account and not taken from my account both by frauds and PNC committing this very crime themselves.
Company Response:
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2020 my US Government stimulus check in the amount of {$2900.00} was deposited into the wrong PNC bank account and the issue is still not resolved and its almost been 5 months! I do not even have an account with PNC Bank. The bank told me they couldnt do anything about it and for me to contact the other name on the account and ask if they would return it, but I think that is outrageous. What if they say no they are not returning the money to me? Am I just supposed to hope that everyone believes in the honor system? No way! The bank made the error and they need to fix it, immediately! I will not take time out of my day to make the phone calls that they are being paid to make.
Company Response:
State: OH
Zip: 444XX
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I've been having issues with my PNC Virtual Wallet. Its to the point now where it is ruining my life, literally! PNC closed my account for a reason i cant seem to be told over the phone or by my verified email address. I have money I have been waiting on that took 7 to 10 business days to return, but not i find out on the 10th day my account was closed yesterday. I just returned a car rental as well that has a return deposit going back to that account in a day or two. Im not understanding why i could not get a call that they were going to close my account. Why couldn't i pick my money up? Why couldn't they waited to receive the money on the way? I have a XXXX XXXX XXXX that is depending solely on me to provide and care for her at the best of my ability. I trusted this bank and had all of my money there, the little that i did have. This was all taken from me out of nowhere. I dont have money at home, and no i dont have family or friends to help me. They took everything from me with no explanation at this time. I never received my pin number in the mail, but did get 2 summary bills. I couldn't XXXX money. Was told i had to a specific date to verify my identity which i went to the bank and done not once, but twice. With all thats going on, they are making it harder to survive during this pandemic. My unemployment goes to this account as well. All the money I've been waiting on will now be sent back and mailed out. It was killing me to wait this long as it was to receive, soon as it was time to hit my account PNC CLOSED IT. I haven't been receiving mail like i should so no telling when i will get all these separate check. Because of PNC, i have no idea how my XXXX XXXX XXXX and I will eat. I have no idea how we will get around now that i dont have a way to use XXXX. I was in an accident a month ago, and that money coming back today was suppose to be used to eat, get pull-ups, and pay pay for the part i need to fix my car. Im told from multiple customer service reps i need to go to the bank teller. I call the bank teller instead because i have no form of transportation now. I refuse to put my XXXX on public bus with me during covid. The teller tells me that there is noting they can do or see because my account was closed, meaning they was giving me the run around knowing neither parties could open my account to view it. Both parties we sending me to the other. Customer Service tells me to go to bank, Bank tells me to call Customer Service. At this point I want to take this to small claims court and have the reps i talk to summons there as well, because this is unacceptable. These situations should not be handled in this manner. What's wrong with courtesy calls, or a bank actually caring about their customers enough to try and fix the problem by contacting us BEFORE messing our lives up? I dont understand and its unethical. This is causing so much stress on me right now, i was depending on my money to be where it should be and its not. I dont know what else to do. Not only is PNC system is BROKE, I am too, untill i am forced to wait more days and weeks to get what i should be able to have access to.
Company Response:
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On or about XX/XX/XXXX, I learned from my XXXX score monitoring service that my XXXX credit report was showing a missed payment on my PNC Bank Cash Rewards Credit Card account. Given that I've had this account on autopay since early XXXX, this struck me as odd so I logged in to investigate. Sure enough, a payment of my {$11.00} XXXX bill that was supposed to have been made automatically in XXXX had not in fact been made as scheduled. ( At this point, I made the payment immediately to prevent any further damage to my score, which had already dropped approximately 75 points due to this single issue ). As this was the first time in my entire life ( ~12+ years of flawless credit history with thousands of on-time payments across more than 20 credit, auto, and mortgage accounts ) that any of my accounts had ever shown a late payment, I was, I think pretty understandably, dismayed by this unexpected news. My first call was to PNC to resolve what I assumed would be a routine complaint for them. Surely I'm not the first person to be unintentionally victimized by a faulty algorithm in a bank 's payment or reporting processes. But to my surprise and consternation, my initial polite request was met with denial and resistance. After telling my story to I think 3 different people over the course of about an hour, I was finally told by someone in their credit card customer service department that there was nothing they could do to help me and that I would have to take it up with XXXX. I found this unsatisfactory, but I followed their suggestion and filed a dispute with XXXX, which my email history confirms was officially opened on XX/XX/XXXX. Following XXXX XXXX review of the pertinent information, the dispute was resolved in my favor and my XXXX credit history and file were corrected to show all payments made on time for my PNC account. I considered the matter closed at this time, and didn't think about it at all for the next several weeks. Alas, a happy ending was not in the cards, as I was once again greeted by a missed payment notification, this time from XXXX XXXX, on or about XX/XX/XXXX. This time, the problem was showing up on both my XXXX and XXXX reports. It is unclear to me why PNC 's reporting to these other 2 bureaus would be delayed by roughly 2 months compared to their reporting to XXXX, but once again my first call was to PNC to again request their assistance in resolving this matter. Surely, I thought, with the XXXX dispute resolution in my favor to bolster my case and substantiate their error, this time would be different. But of course I was wrong. My pleas for assistance were once again met with denial and indifference. I was told, by several representatives across different lines of business, that my issue was mine and mine alone, that I would have to take it up with the bureaus, and that PNC had no ability to proactively correct their reporting of my payment history to either bureau. At this point, I felt it necessary to escalate my complaint, and so I requested to be put in touch with their executive customer dispute resolution team. On the bright side, I did receive a call later that afternoon from someone at PNC who offered to look more closely into my issue, but ( spoiler alert ) this slightly heightened level of presumably feigned concern would ultimately lead to the exact same outcome as before. Following this person 's approximately 3-week long review of my case, I was told on I believe XX/XX/XXXX, for the third time and in no uncertain terms, that this was my problem and mine alone. PNC could not and would not help, and I would have to take it up with the bureaus if I wanted to achieve any sort of resolution. I was also told, in direct contradiction of my own experience and of the information reported sequentially to all 3 credit bureaus, that PNC had no record of any missed payment on any of my accounts. ( I found this puzzling and am still not sure why they changed their story, after my previous conversations with their representatives had clearly reflected an understanding on their part that the interest charges on my account and the information reported to the bureaus did indeed reflect a missed/late payment. Why would they all of a sudden act like there was never any issue in the first place, when they had repeatedly acknowledged the issue previously? ) My patience exhausted, I pulled the last remaining arrow from my quiver and threatened the prompt filing of complaints with the XXXX and CFPB, the sending of strongly worded letters to my congresspeople and senators, and the last-resort possibility of pursuing litigation to force them to reckon with their disgusting indifference to their customers ' very real and valid concerns. Even this could not sway them to action. I was instead given the number for an individual who was supposedly even higher up on the customer service food chain, and instructed to leave a voicemail for this person. Well, I called the number, and I left the voicemail, and I haven't heard back since. After another roughly 3 weeks of waiting patiently for this person and/or their team to ride to my rescue and stave off what is sure to be a headache-inducing flurry of complaints and correspondence to the various agencies and individuals outlined above, I have resigned myself to the reality that they are simply not interested in providing any type of assistance whatsoever. I guess they probably hoped I would get tired/bored/frustrated enough with their callousness that I would just go away. Unfortunately for them, I'm a persistent XXXX and I will not stand for shoddy, careless treatment of customers by financial institutions, especially when that customer is me. So today I am making good on my threat to initiate formal complaints via all available regulatory and legislative channels. Any assistance you may be able to offer in effecting a swift resolution to this matter would be greatly appreciated. Thank you for your time.
Company Response:
State: DE
Zip: 197XX
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On XXXX XXXX I deposited through the XXXX XXXX, NJ PNC bank drive-through a check in the amount of {$330000.00} from XXXX XXXX XXXX XXXX company. I endorsed the check. It was deposited into my account and showed that it cleared in my account two days later. I began paying debts with the monies and went to the XXXX XXXX, NJ branch to give them wire information to pay off my mortgage at XXXX XXXX. XXXX met me outside and told me they turned the check into their loss prevention and avoidance department because the check was not endorsed by the other name on the check which was my mortgage company XXXX XXXX. To this day, no one at PNC has helped release the monies back into my account. They are holding the money because it is now in their legal departments hands. I just lost my home in a storm, it was demolished, I can not buy another home until my mortgage at XXXX is paid off. I have two more days to pay it off, XXXX has stopped withdrawing my mortgage from my account because of the understanding its getting paid off. PNC will not release the check back to me. They have not given me a copy of the check. I have a negative balance in my checking account. I'm being charged $ XXXX day in interest from my mortgage company every day its not paid off. I am in a dire situation and PNC is giving me the runaround. Please help me.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I tried to get a VA home loan through PNC bank, I was told to go outside my branch to XXXX NJ and got XXXX XXXX, he was unhelpful and did assist me what so ever, so I filed a complaint with the escalations team and was assigned a national loan officer XXXX XXXX via email, i was pre approved and asked for a letter for a certain amount that was to be my offer, she sends the FULL amount I was approved for, which is not what I asked for, she says to me that i can use that just not pay that for the home!? this is loan 101 no no, I told her she was wrong and I want the letter I asked for, she sends me this child like word doc with PNC n her name typed with the loan amount, that loked so fake and unprofessional, I told her this and she argued it doesnt matter, I said it does, she refused to get me the color copy which is the official pnc one, but i sent to the realtors and of course I was laughed at and it XXXX off the seller as they thought it was fake too! I file another complaint, then was assigned XXXX XXXX, who told me he likes Vets and will help me! he sent some stuff I needed but then when I asked questions he REFUSED to answer, REFUSED to email me back, then later REFUSED to call me back!! he also aprroved me for XXXX, he DID have the address and the tax info and my INCOME info, he said proceed with the sale, i was at inspection phase and he sends me a letter for XXXX, but wont cal me or email me why. I filed another complaint and got XXXX XXXX his boss, he took over, then REFUSED to answer questions i had on the loan and ones asked by the realtors, I asked ovr n ovr and was ignored over n over! I filed many more complaints via the escalations team, and neither XXXX nor XXXX would reply to me n answer questions. I then was MAILED an approval letter for XXXX?!!? WHY?!?! NO explaination, no call no email, yet was told to buy the house! I filed another complaint, it went nowhere and I was told they dont have to answer questions! I then got another executive manager to look into this, she tried but came back with lies and no answers. all she did was tell me the lies that the loan officers told me! she said they said they didnt have the address or tax or income info which was a lIE as i never asked for the loan without providing that info as that was the ONLY home I bid on! I told her this and she got snippy and still never got me the naswer why my approval went down that HUGE amount! on top of the super unprofessional behavior of pnc mortgage team. I reached out to my branch for help and they refused to help too. this was XXXX - XX/XX/2020. I have many emails asking for HELP on this matter.
Company Response:
State: NJ
Zip: 07840
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I would like to file a complaint against PNC Bank for not being able to locate my old bank account that had Wire Fraud Activity take place during for time period XX/XX/15 - XX/XX/15. I put a Wire Fraud Activity request in once I discovered the money was missing, and PNC Bank was unable to recover my money in the amount of {$17000.00} that disappeared from my bank account. The banks explanation for no recovery is they are unable to locate my old bank account. After my third request since XXXX, I received a final response from PNC Bank Branch Representative, XXXX XXXX that they had no success locating my account. As of today, XXXX XXXX and I agreed, I should contact the XXXX XXXX XXXX to inquire about how to recover my money. I contacted the XXXX XXXX XXXX, and was referred to Consumer Protection Bureau to assist me with my needs.
Company Response:
State: PA
Zip: 19132
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I was using a PNC smart access account to receive my unemployment benefits during this pandemic last Tuesday I went to use my debit card and it was not working being declined I called PNC and they told me that they had returned to the the most recent deposit and closed my account and will not give me an answer to why. so I am not waiting for that deposit to finally show up I was told it could take up to six weeks. I'm not sure if it's the right thing to do to somebody by closing their account that's only receiving the unemployment benefit deposit during a pandemic
Company Response:
State: NY
Zip: 101XX
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX i went thru the drivethru to trade in my money that i washed because some was torn in washer and i had to take it. i been washing my money since covid and the first time it was torn. i was told my money is counterfeit i wasnt getting my money back i say how i got XXXX in XXXX 's from XXXX XXXX atm and the two XXXX come from there atm at this branch location and i spend one XXXX at XXXX they use the pen gave me change so in all pnc took XXXX they were very irrate and hostile i have XXXX so i called the police because i need to have record of how much money they took told she said she would mail me a paper but i wanted something now. She ( Branch Manager ) l. i said i have another XXXX right here and i still see the lines and everything so i failed to believe it is fail she kept hollering saying it was fake so i told her i will just take that XXXX to XXXX XXXX and let them check it i did afterwards and they said it was real. the police got the report for me i was never told anything about a process or how it work i called customer service to file a complaint and see how long and what is going to happen far as me getting my money back they only email me to call them i left several messeges by phone and email no responses because my situation could been went all the way wrong cause the police said if i would have left she would have press charges on me for theft by deception. and the manager kept trying to get me to leave, and still no answers.i withdraw all my money she didnt even give me a receipt for that and i asked to closed my account cause never in life have i even went through nothing like that before. the teller and the branch manager need to go to customer service training and do better. i could have been another XXXX XXXX with the irateness and had the police not have handled it in a good matter.
Company Response:
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-21
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: PNC billed me a {$25.00} fee on XX/XX/XXXX for not having sufficient funds in the right account. I rectified this issue, by transferring {$5000.00} to my virtual wallet " spend '' account ending in XXXX on XX/XX/2020. In exchange for rectifying this, PNC agreed to waive this fee. On XX/XX/XXXX, I was billed an additional {$25.00} fee despite having a balance of {$5500.00} in the checking account. The required minimum balance for this account is {$5000.00}. I was told that the reason I was billed was because the average balance did not equal {$5000.00}. PNC refused to refund the {$25.00} fee billed on XX/XX/XXXX as a result. This is not fair or ethical, as I did exactly what they told me to do in transferring the money to the checking account. PNC should refund this fee as well because it was mathematically impossible for the average balance to equal {$5000.00} due to the time it was transferred.
Company Response:
State: NC
Zip: 276XX
Submitted Via: Web
Date Sent: 2020-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A