Date Received: 2020-05-02
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: I have been trying to link this account to several different money service apps I have. But have yet to be able to get any of them to connect up correctly. I need to go to the bank personally and see if I can get an account with checks. Ive been told that is what I have to do.
Company Response:
State: SC
Zip: 297XX
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-02
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My personal information was used without my knowledge and because of several phone calls from creditors that did not belong to me, that prompted me to check my credit. According to XXXX and XXXX XXXX my personal information was exposed in both of their data breaches. XXXX, then confirmed that I was one of the individuals whose data was exposed twice this year alone. To date, I have noticed that there are several inquiries and credit accounts that were not requested by me were listed on my credit report. Ive filed an Identity theft report with the FTC and a police report. The FTC Identity Theft Report number is XXXX
Company Response:
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2020-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To Whom It May Concern, I truly need your help. My current mortgage loan was originated with XXXX XXXX XXXX. They are no longer in business. They sold the servicing to PNC XX/XX/XXXX. Our current mortgage servicer is still PNC. PNC has been charging me a late fee every month since XXXX XXXX transferred the servicing to them XX/XX/XXXX and showing my payments were not only 30 days late but made after the XXXX of the month per the customer service department XXXX XXXX XXXX ) I spoke with today. This is FALSE. The CSR from PNC even acknowledged that PNC has had these same complaints from other mortgage customers! See payment history attached below and the payment made to XXXX XXXX XXXX XX/XX/XXXX the same month the servicing was sold to PNC. XXXX XXXX also shows a 30-day late payment on my credit report for XX/XX/XXXX and PNC shows I never made a payment yet I have proof the payment was made and on time XX/XX/XXXX as attached. The issue, therefore, lies between XXXX XXXX XXXX who is no longer in business and PNC the servicer. PNC refused to help me resolve this. I started getting notices from PNC regarding late charges in XXXX and called them to resolve this year 's ago. They did nothing. Then XX/XX/XXXX XXXX see attached letter below ) I wrote a letter to PNC explaining with proof again that I was never 30 days late or paying after the XXXX of the month as all payments are made and taken out of my bank account between the XXXX XXXX of the month every month as proven. I am not responsible for when PNC posts the payments or their incompetent accounting practices. I have been 100 % compliant based on the terms of the Note. I also sent PNC my bank statements to show them when the money actually debited out of our checking account. I was assured by the PNC CSR XXXX " XXXX '', at that time ) that this issue would be resolved. Since I stopped getting notices from PNC regarding late charges after my letter in XXXX I thought this was finally resolved. ( I will be sending this information to the credit bureaus as well to get the XX/XX/XXXX late charge removed. ) Fast forward to today : I am currently in the process of refinancing my mortgage. Based on the PNC loan payoff attached that was ordered by my lender I am refinancing with, PNC, my current servicer is charging me 145 days of interest showing I am due for a XX/XX/XXXX payment despite the fact that I made the payment on XX/XX/XXXX ( Another posting mistake on PNC 's part ). See attached proof of payment from XXXX XXXX XXXX attached. PNC has obviously not taken care of anything and is falsely charging me for late fees based on the payoff we have received to refinance my loan ( attached ) through XX/XX/XXXX. PNC has been charging me {$96.00} dollars every month in late fees for a total they say due of {$3900.00} in interest and the payoff is showing 145 days of interest due at {$3100.00}. This makes no mathematical sense either. Even if I had been late ( WHICH I CLEARLY WAS NOT ) it should show 45 days of interest due through XX/XX/XXXX in the amount of {$1900.00} at XXXX per day per diem interest. The lender I am refinancing with and I called PNC together today to try to get a revised accurate payoff to no avail. The customer service representative " XXXX XXXX '' stated PNC would not allow me to speak to a supervisor. The customer service rep is quite incompetent although she tried. It took 50+ minutes of her complaining about how PNC does not care about customers and how she knew she was going to get fired for being on the phone more than 5 minutes but was going to try to help me. Of course, she could not. We told her we were going to file a complaint with the CFPB and the supervisor ( XXXX XXXX ) told her not to give us her name but XXXX did anyway. I would love for someone at the CFPB to hear the CSR recording as it would blow your mind. After 30+ minutes on the phone, XXXX stated that I need to send a letter in writing. I explained that I have already done this and made several calls and that I need to speak to a supervisor now to get this resolved. She told us she would escalate this and we would hear back by XX/XX/XXXX or sooner. This is and has been the definition of insanity. CFPB is my last resort. I am going to continue with my current in-progress refinance and will reluctantly pay this inaccurate payoff to avoid losing my refinancing progress and lower interest rate. I urgently ask CFPB to please help support my efforts to obtain a refund from PNC for the overcharges for the inaccurate late fees ( {$3900.00} ) and the incorrect amount of interest applied from the payoff statement ( {$3100.00} - {$1900.00} ) totaling = {$5200.00}. I can not overstate the number of hours wasted on multiple occasions I've had to endure attempting to get this resolved and my current lender told me that you are the agency that will protect me and others from this kind of blatant/predatory abuse. MORE INFO : This is what the credit report shows inaccurately from XXXX XXXX XXXX which I believe possibly started this issue. Again, between the transfer from XXXX XXXX XXXX and PNC Mortgage. XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX {$380000.00} MTG {$0.00} XXXX {$0.00} {$0.00} XXXX XXXX XXXX XXXX PD WAS XXXX XP/TU/EF History : XX/XX/XXXX ; XXXX Late Dates : LAST LATE DATE XX/XX/XXXX TRANSFERRED TO ANOTHER LENDER ; CONVENTIONAL REAL ESTATE MORTGAGE ; XXXX XXXX ACCOUNT It is clear that I did pay XXXX XXXX on XX/XX/XXXX below and attached Did this not get to PNC at transfer? Is this possibly the reason PNC shows I am late? It is my understanding the law protected me from this type of issue with the transfer of servicing. My credit report clearly shows I have never missed a payment to PNC. The missed payment to XXXX is also clearly inaccurate as you can see from my evidence of payments each month to either XXXX or PNC in XXXX from below - XXXX XXXX XXXX bank account history. It is also " telling '' that PNC has never reported any late payments or past dues to any of the credit bureaus mortgage. How could they possibly charge late fees or state a mortgage payment was missed? This is wrong on so many levels. Here is my payment History per the EFTs directly from my XXXX XXXX XXXX bank account statements attached : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX Escrow Shortage XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX Payment XXXX XX/XX/XXXX PNC Mortgage Bill Payment XXXX XX/XX/XXXX PNC Mortgage Bill Payment XXXX XX/XX/XXXX PNC Mortgage Bill Payment XXXX
Company Response:
State: TX
Zip: 75077
Submitted Via: Web
Date Sent: 2020-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan is owned by XXXX XXXX and when I ask my mortgage servicer for covid-19 forbearance, PNC said they don't have to follow the federal guidelines and offer mortgage modification. per the federal guideline, I should be able to wave my payment for 6 months without penalty or credit hits
Company Response:
State: CA
Zip: 90026
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: I have a Smart Access checking account with PNC Bank. The account number is XXXX. Unfortunately, PNC, habitually refuses to follow Federal, State, and their own guidelines in handling my account. Approximately three weeks ago I reviewed my statement and there were multiple debits from vendors I had never heard of. Typically when this occurs I ask the Bank for a contact number for the vendor as it is typically more expeditious to contact the vendor directly and advise them the particular charge was unauthorized and the vendor contact the Bank. On this occasion I was told by PNC 's charge authorization department they were unable to notify me of any contact information regarding the multiple vendors and multiple unauthorized debits, but I would receive documentation for me to sign within 48 hours and a replacement VISA Debit card within 14 days. It has been over three weeks and I have received nothing from PNC and when I review my account on line there is a negative balance still reflected because of all the unauthorized transactions! This in and of itself negatively effects my credit worthiness as if I were to go to a different financial institution to open a checking account without all the chronic problems I have had with PNC, the fact that they are reporting a negative balance on unauthorized transactions which the Bank has known about for greater than 3 weeks prevents me from switching to an institution that does not chronically violate Federal and State law, and also their own written rules issued when I opened the account.
Company Response:
State: MI
Zip: 48322
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My organization has a checking account with PNC Bank. For the two months, we have started to incur analysis fees in the amount of XXXX on XX/XX/20 and XXXX on XX/XX/20. In checking with the bank, we are being charged {$3.00} for each night deposit that we make. Part of the fees are offset by earnings on the account, but the fee itself makes no sense. We are being penalized for putting deposits into our accounts. We do not have an option to use the ATM or mobile deposit because each night deposit contains a large amount of cash. It is also done outside of normal banking hours because of the nature of our business cash flow cycle. Now with COVID, PNC has restricted access to the branch lobby. They are basically saying in order to avoid this {$5.00} night deposit fee we should risk our life to make the deposit at the drive-up during their limited business hours. This is anti-consumer and the fee should be eliminated from all checking accounts at PNC. I have spoken with our XXXX Banker at PNC and she also thinks the fee should not exist but of course there is nothing she can do about it. This is a great example of a banking executive making a decision in the best interest of the bank 's bottom line which hurts their customers and now is potentially putting human life in danger.
Company Response:
State: OH
Zip: 44240
Submitted Via: Web
Date Sent: 2020-04-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Problem adding money
Subissue:
Consumer Complaint: Im trying to link my regular bank account to make deposits to my savings and it wont allow me to do so.
Company Response:
State: PA
Zip: 19018
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Other service problem
Subissue:
Consumer Complaint: I am trying to verify my PNC account with this account so I may transfer funds and save money in this account. It seems I am unable to due to some rule you have in place. Is there a way to " allow '' this account access?
Company Response:
State: KY
Zip: 40272
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Problem adding money
Subissue:
Consumer Complaint: My bank account will not allow me to use XXXX
Company Response:
State: PA
Zip: 154XX
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I contacted PNC Bank regarding the XXXX payment and I was trying to unlock my online website to make my monthly payment free of charge. The gentlemen I spoke with advised that the department that would reset my website log in is closed due to the holiday. He said he could take the payment and advised that there is the {$7.00} convenience fee - I advised if I could call back the following day to make the payment, he said that there would be a late fee assessed if I did it the next day. I made the payment with him for the {$7.00} instead of getting a late fee of {$44.00}. On XX/XX/2020 I called PNC Bank to find out that I had an extra day to make the payment without any penalties which I could have also avoided the {$7.00} convenience fee. This representative mislead me to believe false information. I had time to call back the next day XX/XX/2020 have the department unlock my online access and then schedule my payment via the website with no convenience fee or late fee. I requested the {$7.00} fee be waived due to false & misleading information. A complaint was filed by XXXX and he advised that someone would get back to me within 48-72 business hours. On XX/XX/2020 I called PNC Bank and spoke with XXXX advised of complaint information filed on XX/XX/2020 and still awaiting a return call. She said she would file another complaint and confirmed my contact information said 2-days for a supervisor to call back. ( At this point - 2 false & misleading representatives ; initial repXXXX and XXXX ). On XX/XX/2020 I received a call from XXXX XXXX XXXX XXXX XXXX - we discussed the false and misleading information and agreed to credit back the {$7.00} convenience fee, we both agreed that it would be credited toward the late fee. On XX/XX/2020 I called and left a message on XXXX XXXX XXXX XXXX XXXX 's phone line to place return the call as the credit has not yet been credited on the account. On XX/XX/2020 I receive a call from XXXX XXXX XXXX XXXX XXXX says not sure why it didnt get credited but he resubmitted for the {$7.00} convenience fee as well as one late fee of {$44.00} for a total of {$51.00} that would come off the late fees ; it might reflect on the XXXX statement but most likely on XXXX statement. On XX/XX/2020 I left a message for XXXX XXXX XXXX XXXX XXXX that {$51.00} credit as not been applied toward the late fees and that I needed a return call. On XX/XX/2020 I called and spoke with XXXX she also sent an escalation notice for someone to call me back and confirmed my contact information. Today is now XX/XX/2020 - I left a message on XXXX XXXX XXXX XXXX XXXX voicemail, I sent a secure messages to the website. Message reads - " I have spoken with XXXX XXXX in the escalations department on multiple occasions to resolve a misleading conversation that took place with a representative back on XX/XX/2020. Mr. XXXX assured me on XX/XX/2020 that the {$7.00} processing fee would be credited back & we agreed it would be applied toward the late fees. On XX/XX/2020 I spoke with Mr. XXXX again regarding the same {$7.00} fee and again he assured me that it would be credited and he also would waive one of the late fees of {$44.00} for a total of {$51.00} and it would reflect on the XXXX statement. XXXX 's payment was made on-time and I noticed that {$51.00} was not credited toward the late fees. A message was left on Mr. XXXX phone line on XX/XX/2020 for a return call, on XX/XX/2020 XXXX sent an escalated message to return the call and well as another issue that came up as of XX/XX/2020. As of today XX/XX/2020 I am still awaking a return call. I am asking that {$51.00} be credited to my late fees as assured it would be but I am also requesting an additional late fee of {$44.00} totaling {$96.00} be credited immediately. Every month that I have to place calls or write messages PNC will credit me late fees going forward. '' End of Message - As you can see, I've attempted multiple times with no resolution and now I'm not getting any return calls. I feel that I've given PNC Bank more than enough time to correct this. I have a total of {$530.00} from previous years delinquency and this amount has not changed from XX/XX/2020 until now XX/XX/2020. What else can I do? If this is not resolved soon I will be requesting that the full {$530.00} be waived. Having to deal with this is time consuming, stressful, and truly not fair. I am being ignored by PNC Bank. PNC Bank is breaking CFPB laws with false, misleading, and not responding in a timely manner. I requested information today and the notes on the file are not accurate and very vague. If you need times of conversations to pull recording I have this information, please let me know. I am requesting help from the CFPB.
Company Response:
State: WA
Zip: 98092
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A