Date Received: 2020-01-13
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX2020, my PNC Bank Credit card was stolen. I instantly made out a police report. The police came to my home and gave a police report # XXXX. PNC Bank will not send me the fraudulent transaction from XX/XX/XXXX2020 to current -Last XXXX # XXXX. The officer need that information to investigate.
Company Response:
State: MI
Zip: 49022
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: On XX/XX/XXXX I, XXXX XXXX ( hereinafter I, me, and/or mine ) went to the PNC Bank branch at XXXX XXXX XXXX, XXXX, XXXX, DC XXXX to close my Virtual Wallet checking account, a three-tiered checking account ( with " Spend, '' " Reserve, '' and " Growth '' tiers all nested into a " Virtual Wallet '' ) that I had opened approximately five years prior. I was assisted by the branch manager, and I stated that I wished to close my Virtual Wallet account and end my banking relationship with PNC. The branch manager confirmed my identity and worked to close my Virtual Wallet on his computer. After a few minutes, he stated that my account was closed and gave me a cashier 's check for the balance remaining in my account at that time. The branch manager also offered to securely destroy my debit card for the Virtual Wallet account and I gave the card to him, leaving the branch assuming that I no longer had a banking relationship with PNC. I discovered in XX/XX/XXXX that my accounts had not been completely closed, rather only the Spend tier had been closed. PNC had kept what were formerly the Reserve and Growth portions of my Virtual Wallet open as two separate accounts, one of which had accrued a {$13.00} service fee for low balance and inactivity. I called a PNC customer service representative on XX/XX/XXXX seeking to have the service fee refunded and to close the two accounts, as I had never intended to keep those accounts open. I had requested to close my Virtual Wallet in its entirety on XX/XX/XXXX, not just the Spend portion. The PNC representative on the phone refused to forgive any fees or close any accounts and informed me that I would need to go into a branch to close my accounts. On XX/XX/XXXX, I visited the same XXXX XXXX PNC branch referenced above and informed a PNC representative at the front desk of my issue and desire to close my accounts. She informed me that one of my accounts could be closed immediately as it had a {$0.00} balance. While PNCs negligence in failing to timely close this account upon my original XX/XX/XXXX request is troubling, the account was closed on XX/XX/XXXX and is not at issue in this complaint. The other account -- account number XXXX, formerly the Reserve portion of my Virtual Wallet as evidenced by the attached list of account numbers which was on the bottom of a sheet of checks given to me by PNC upon opening my Virtual Wallet account -- however, had a {$13.00} negative balance due to a service fee. The PNC representative at the front desk of the branch assured me that when the branch manager returned to the branch that afternoon, she would have him forgive the {$13.00} in fees and close the account. But, she said, the transaction would not post in my account until the next day, so account closing would be delayed until that time. The PNC representative also promised to send me documentation verifying closure of my two then-open accounts the following day by email and I gave the representative my email address. Documentation regarding the closure of my accounts does not exist since my interaction with the PNC representative at the branch was a verbal exchange and she later failed to send me any documentation by email, but evidence from PNCs own account records supports my story and the conclusion that PNC intended to close my account on XX/XX/XXXX without charge. Two account statements from PNC covering the periods XX/XX/XXXX to XX/XX/XXXX and XX/XX/XXXX to XX/XX/XXXX, respectively, corroborate the above narrative and evince PNC 's intention to forgive the service charge on my account to bring the account to a positive balance such that it may be closed. Both statements are attached to this complaint. The statement for the period XX/XX/XXXX to XX/XX/XXXX shows, on page 3, a Calculated Service Charge of {$13.00} charged on XX/XX/XXXX. The statement for the period XX/XX/XXXX to XX/XX/XXXX shows, on page 3, a Calculated Service Charge Refund of {$13.00}, just as the branch representative said it would. However, PNC acted negligently once more after refunding the service charge and never closed the account once the account had been brought to a non-negative balance, as the branch representative I spoke to said PNC would. I received no documentation stating that my account had been closed, nor did I receive notice that the account had remained open. I trusted that after following PNC 's own instructions to go to a branch to close my account and that after receiving an assurance from a PNC representative that my accounts would be closed that all of my accounts would actually be closed. PNC and its representatives acted negligently in failing to close my account once a refund had been applied. On XX/XX/XXXX, I received an account statement from PNC showing that although the refund for the XXXX service charge had posted, so had another service charge and my account was once again at a negative balance. I received a similar statement on XX/XX/XXXX, reflecting another service charge for the account. I contacted PNC through the secure message center on their website on XX/XX/XXXX, requesting once again that they refund any outstanding service charges and close the XXXX account, as the account should never have remained open after my XX/XX/XXXX account closure nor after my XX/XX/XXXX visit to a PNC branch. I received a response from PNC on XX/XX/XXXX stating that to close my account, I needed to send my current mailing address so that documentation regarding closure of my account could be sent to me. I responded with my address the same day but was dismayed to receive a response from PNC stating that an additional courtesy refund is unavailable at this time and that to close the account I must pay the current negative balance. The message exchange between myself and PNC, in its entirety, is attached to this complaint. PNC has, in the last month, sent me a debit card for my account that remains open -- a debit card ending in XXXX. I have not, and do not intend to, activate this debit card. On information and belief, this debit card is associated with the XXXX account and the account for this debit card should be closed along with the XXXX account. Upon final preparation of this complaint, I visited PNC 's personal banking website, intending to capture the current negative balance associated with the XXXX account and any balance associated with the debit card ending in XXXX. The XXXX account, at the time of my visit to PNC 's website had mysteriously disappeared from personal banking homepage, without a renewed request from me to close the account. Website screen captures from XX/XX/XXXX and XX/XX/XXXX are attached to this complaint showing that PNC had removed the account from my personal view. No documentation has been sent to me notifying me that PNC has closed my account, and thus I have no reason to believe that the XXXX account is closed at this time. PNC has moved from committing negligence to covering up their errors at my ongoing expense. PNC has exhibited a pattern of negligence regarding the closure of my accounts. All three tiers of my Virtual Wallet account should have been closed on XX/XX/XXXX. The accounts which remained open due to PNCs error should have been closed after my XX/XX/XXXX visit to the same PNC branch. Instead, PNC now attempts to charge me to correct its own errors, effectively imposing a financial penalty for closing my account -- a penalty inconsistent with PNCs own policy of charging no fees at account closure. I have attempted on multiple occasions to close my account through various channels -- in person, online, and over the phone -- yet PNCs negligence continues. The continued accrual of service charges on the XXXX account demonstrates that financial injury to me will continue absent intervention against PNC. PNC should allow me to close all accounts free of charge, as I have clearly and continuously requested since XX/XX/XXXX.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I started calling to PNC Bank to obtain my pay off amount in XX/XX/XXXX9. My payments were submitted by XXXX XXXX accelerated program and were always submitted on time. They deducted from my bank account every two weeks a set and consistently throughout the year Occasionally there would be an extra amount in which XXXX XXXX would submit to PNC as a principal payment and noted as such on the manual check and mailed to pnc for posting. PNC applied most payments correctly but I did find a few that were not applied correctly and interest deducted from those payments. I started my inquiry when I requested my payoff amount. I never received monthly ststements from PNC to show payment activity. When I looked over my history in XX/XX/XXXX I noticed some payments were not applied correctly. I called and requested PNC to review my loan starting from inception date in XX/XX/XXXX. PNC acknowledged error and corrected two of the payments in which this lowered my payoff amount. I called back to pnc to let them know there was still two payments to be corrected. I wanted tbe correct payoff amount before paying off my auto. PNC NEVER CALLED BACK. I was always the initiator for the status of inquiry. This started in XX/XX/XXXX and XX/XX/XXXX still reviewing case open. In XX/XX/XXXX i called again to convey my frustration. I was told on XX/XX/XXXX there was a decision and they would not consider XX/XX/XXXX and XX/XX/XXXX to be posted correctly and recalculate interest as they were too old. But they did reapply another XX/XX/XXXX principal only payment. This was clearly their error and did not post payments correctly therefore I overpaid on my loan. I did payoff loan in november so i did not accrue further daily interest. This loan was paid off approximately one year early with never a late payment. I just want to pay the correct payoff amount with the correct interest applied. If they do this to other people and their defense is that it is up to the consumer to track their payments but they do not hold themselves responsible as to have quality employees to apply payments correctly. They add re making money off this process. My final complaint was if they can not calculate back to those two payments then figure a fair amount that would be refunded to me. They closed complaint and stated they could not help me. This took 4 months to let me know they could not do anything about it. Then their employee that was working on my file lied about calling me back and stating phone number was not good or could not leave voicemail. I just want want is due back to me and to pay correct amount on my loan. I still do not have an official response in writing from PNC and never received verbal response without me initiating the call. Very poor customer service. What other options do I have to receive my refund?
Company Response:
State: IN
Zip: 46123
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I filed a dispute for Pnc bank and my dispute was denied
Company Response:
State: PA
Zip: 19020
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: pnc card ending XXXX told them there was a charge from XXXX i did not recognize. they took away my credit i just called and was put on hold i cant wait i am in court now should i have to. i do dispuute XXXX from XXXX and would like my card back. and my available credit.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-11
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am not the primary card holder. The primary card holder is in bankruptcy and this is not my debt.
Company Response:
State: MD
Zip: 21216
Submitted Via: Web
Date Sent: 2020-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XX/XX/XXXX To : PNC Mortgage Re : Formal Credit Dispute : 3 ( Three ) Inaccurate delinquencies : 30, 60 & 90 day. The latest formal dispute ( XX/XX/XXXX ) was successful as PNC agreed to remove the 90-day delinquency reported on my credit. All delinquencies originating from the same issue/account that was not resolved properly from the beginning. After this dispute was filed on XX/XX/XXXX, my credit report was pulled again XX/XX/XXXX, reporting 2 ( two ) additional delinquencies, relating to the same 90 day that is NOW pending removal via PNC. The original credit report that brought all this to my attention ( see attached ) did not show the additional delinquencies, hence the purpose of this new dispute with CFPB. *** This NEW dispute is to request the additional REMOVAL of the 30-day & 60-day delinquencies reported by PNC. ACCOUNT HISTORY : The subject account was Paid-In-Full following PNC ONLINE BANKNG PAY OFF TABS ( See attached example ), yet never closed, charges accrued, credits from PNC were received ( thank you ), but delinquencies were still reported because the various DEPARTMENTS, ONLINE BANKING, and DELIQUENCIES TRIGGERED AUTOMATION which seem irreversible, unless these steps are taken. At the end of the day, the account was never closed, managed, communicated or resolved properly. The main reason it seems PNC Departments and Bank Technologies do not seem to sink. Therefore, once a delinquency is triggered, whether for {$40.00} or {$40000.00}, it can not easily be undone. Although, I was given credits via the Escalations Dept. on my account, with the understanding these problems were solved and behind me. PNC CONTACT TIME-LINE : XX/XX/XXXX XXXX ( Escalations ) # XXXX XX/XX/XXXX XXXX ( Escalations ) # XXXX XX/XX/XXXX XXXX XXXX- PNC XXXX Branch Manager ( XXXX , Ohio ) XX/XX/XXXX XXXX # 1 ( Escalations ) XX/XX/XXXX XXXX Regional Mortgage Loan Dept - At least 3 other contacts/escalations/complains between XXXX XXXX. These can be references based on the credits received on my account after the conversations were complete. See attached bank statements. XX/XX/XXXX XXXX XXXX : Executive Client Relations - XXXX XXXX responded to my last credit dispute via Consumer Financial Protection Bureau - She was helpful in REMOVING the 90 Day Delinquency reported via PNC Mortgage XX/XX/XXXX XXXX XXXX email/letter from PNC agreeing and removing 90-day delinquency per request To Whom It May Concern : Im requesting for PNC to consider removing the additional delinquencies ( 30-day & 60-day ) reported from XX/XX/XXXX - XX/XX/XXXX ( see attached credit report ) with the same considerations and understanding that lead to the agreed removal of the 90-day. I believe there were mistakes, inaccuracies and lack of proper account management with my Equity Line of Credit ( account # na ). The account was paid in full, in XX/XX/XXXX, based on the account statement daily balance via PNC ONLINE BANKING ( see attached example ). I understood this payment to XXXX out my balance to {$0.00}. I was very proud of this moment as Ive paid this loan like clockwork for many years, as I do my many other PNC accounts and loans, including my Business Accounts. Nonetheless, after each month of accruing balances, which turned into late fees, which then had more fees, I would call PNC to dispute these charges and each time, the representative, whether regional or from escalations/complaint department, sympathized in my situation and the nominal fees and charges were credited. Each time the representative understood my concerns and would fix, what I thought was the problem, by crediting or removing the fees, reducing my balance back to XXXX ( {$0.00} ) As these fees continued and as I thought each time, I was at a XXXX ( {$0.00} ) balance and the PNC representative would properly fix the problem, I could not understanding that the fees continued and the account was still active, given the payments were all made and/or credited after complaining and discussing with PNC. It became very disappointing, unfair and accusatory why this continued. After multiple months of this, finally one individual within escalations was able to officially close out my account and remove all payments and fees. In the meantime, these delinquencies for nominal amounts were reported. Please see all supplemental exhibits showing my account statements with notes to help navigate the timeline and process. Important note, Executive Client Relations has agreed to reverse the 90-day. This precedence should follow the same reasoning to remove the 30 and 60. . I hope youll consider this loyalty and any other miscommunications with the subject account and realize having these delinquencies, even at this nominal amount, has a major negative impact on my personal and business goals and does not reflect my dealings with PNC payments over the years, of which I keep a credit score around the 800s. Thank you for attention, consideration and immediate resolution with this matter.
Company Response:
State: OH
Zip: 44106
Submitted Via: Web
Date Sent: 2020-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Some used my debit card number at XXXX XXXX several times I contacted PNC bank and told them what happened I was issued a new card and they reversed the charges totaling {$130.00}. I was contacted by PNC via mail telling me that their investigation was completed and that they are going to debit my account {$130.00} in which I'm responsible for paying. I don't understand why I have to pay for these charges that was never authorized by me in the first place. I did not authorized charges totaling {$130.00} to my card this is ridiculous. PNC did not protect me instead I'm being penalized for something I did not authorized I am highly insulted.
Company Response:
State: FL
Zip: 33406
Submitted Via: Web
Date Sent: 2020-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I am a long time account holder at PNC bank of XXXX. My account actually predates their purchase of National City Bank ( my original servicer ) As you know there was a scandal created by " sorting and batching '' to create overdrafts. As a solution, banks like PNC promised to end the process, and they also offered people like me no fee banking. To my chagrin they unilaterally informed me a few weeks ago that my zero fee account was no longer in effect, and I also noticed that my automatic withdrawals were suddenly shifting dates at their discretion apparently to CREATE insufficient funds status. Since then, I have had at least 3 unexpected penalties. My requests for refunds were denied and my requests for no fee checking were ignored, as were my requests for a firm date for automatic drafts.
Company Response:
State: OH
Zip: 43147
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX, I purchased a home with National City mortgage at the peak of the housing market turned bubble. I had not idea about home mortgages and signed documents that ended up nearly financially draining me. That mortgage was a conventional loan, and I was unable to refinance it. I have attempted get National City, which was merged with PNC, to refinance but they refused citing " I had too much discretionary income for a hardship modification. '' In XXXX, I attempted to get my loans combined for an easier payment, but I could not. In XXXX, I contacted the bank to request it again, to no avail. Since my mortgage, including the HELOC, was a conventional loan, I was unable to benefit from programs established to help homebuyers who found themselves locked into terrible mortgages. I have XXXX loans with PNC for XXXX house, one of which is a HELOC and another is a variable rate loan. However, for the HELOC all but {$620.00} goes towards principle per year when interest paid is over {$5000.00} per year. The amount of the monthly payment going towards principle varies every month. So for the past XXXX years I have been paying on. the HELOC, I have paid {$65000.00} in interest towards the original balance of {$55000.00} but I still owe {$54000.00}. I believe I locked in a bad loan, one of those predatory loans that were given out by banks back in the housing boom, and it's draining me financially. The HELOC is due to end XX/XX/XXXX but I still owe the same amount of money I owed when I got it.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A