Date Received: 2019-11-14
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I deposit XXXX dollars in cash on the XX/XX/2019 To cover 2 checks it was at XXXX XXXX I called to ask why they charged me to overdraft fees Pnc Bank told me that after XXXX XXXX it doesn't count for same day I said my receipt says it was the same day And it was deposit at there location So I want my 2 overdraft fees returned
Company Response:
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am filing a complaint because our loan originator dropped the ball and now 3 house deals are going very badly and he won't contact me. I have called his boss and his bosses boss we ( my realtor and I ) have left multiple multiple messages for and no one will call me or her. At this point we are getting our information from the title company ( which is pathetic ). We were supposed to close Friday XX/XX/XXXX but that definitely is not happening per the title company. My realtor put together a timeline and I am pasting it to this complaint, who is with PNC Financial Services by the way. XXXX XXXX - went into contingent contract on house we want to buy XX/XX/XXXX - received offer for our home, confirmed w/lender 3.5 weeks was sufficient time to close due to no inspections on S.C. and appraisal already completed and back XX/XX/XXXX listing agent for S.C. disputed appraised value, decision rendered in 1 day. Buyers and sellers came to agreement to adjust purchase price between XX/XX/XXXX & XX/XX/XXXX. After XXXX XXXX, simply waiting on lender to process loan for clear to close. between XXXX XXXX & XXXX XXXX, spoke to lender a couple of times to update that we were waiting on appraisal for our house, still anticipating closing to be XXXX XXXX ( buyers for our house wanted to try to close XX/XX/XXXX ). XXXX XXXX called lender to advise that our house appraisal is expected within hours and verify that everything is ready to close XXXX XXXX. Lender stuttered and stammered and said I thought we were closing XX/XX/XXXX!!! ( even though he had previously confirmed to another bank employee/friend of sellers that everything was set to close on XXXX XXXX ) Lender advised that he needed an estimated HUD-1 statement from the our house transaction. I had it to him in less than 5 minutes. I called back to confirm that nothing else was needed and he informed me that they had never received the employment verification back from Mrs. XXXX XXXX employer. Request had not been sent until XXXX XXXX and when Mrs. XXXX contacted her HR dept. they had already faxed the request back at XXXX XXXX on XXXX XXXX. I asked numerous times throughout the day for lender to confirm that the VOE had been received by PNC and he couldn't or wouldn't confirm. I asked numerous times throughout the day when the loan was or would be submitted for final review and clear to close and he couldn't or wouldn't answer that question either. All of his answers became vague and non-committal, when just the week before he had been confident and certain there would be no issue closing on time. I contacted lender at approx. 1 hour intervals throughout the rest of the day and he couldn't or wouldn't provide any updates. The underwriters are located in CST and at XXXX I asked the lender to check one more time before he left for the long holiday weekend and I never heard from him, to this date and time XXXX XXXX, XXXX. XX/XX/XXXX Mrs XXXX decided to reach out to lender 's boss and the next higher boss. She left messages asking for contact and information and didn't receive either. Mrs . XXXX asked me to reach out and I also did not receive any contact back after leaving messages for both higher bosses. i was able to connect with someone at the local branch that told me the lender had provided inaccurate information to her about the events to date. I asked her to inform me of when the loan had been submitted to final approval and she stated she would. She spoke to her boss and promised to updated me by XXXX and she never did. Throughout the day I attempted to call all 3 of these people several times, leaving occasional messages and no call was ever returned. XXXX XXXX I attempted to email both higher bosses ( not sure of correct email address ) and asked to have one or the other contact Mrs. XXXX. No one has ever contacted us according to the title company we may get to close next week sometime but there may be no deals on the table at that point. He has totally ruined this home buying/selling experience for 3 people and totally disrupted all 3 families lives and no one can bother to respond??? At this point I need to wait because if i go to a new lender we will have to wait another month and the deals will be off the table then. I am just so amazed that a company can run this way. No on
Company Response:
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I talked to XXXX XXXX at PNC I never opened an account with this Bank and they are charging me XXXX dollars to close it
Company Response:
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2019-11-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to get an old mortgage cancelled of record. XXXX XXXX XXXX XXXX XXXX XXXX is no longer in business and was merged multiple times. The most current successor in interest is PNC Bank but they do not have a record of this loan. The mortgage was for a HELOC in the amount of {$99000.00} made in XXXX. Nothing is owed, but we need to cancel it of record. I need to know who is the proper servicing agent with authority to cancel this mortgage. XXXX XXXX, XXXX. XXXX
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PNC Bank is my home equity loan, open line of credit. This loan I have had for over 14 years. Within the recent years, PNC has misapplied payments on my account. I have complained so many times and still not resolved. I have notice while going over statements recently they added 6 months to my loan and added money to my balance. The reason I'm contacting you is because I can't trust this bank with anything they tell me. I have been lied to going back to XX/XX/2018. My complaint I contacted corporate. They took my information. I was told someone would call me back today. I was contacted from PNC ( XXXX XXXX # XXXX. XXXX promised me so much. She said not to worry that they have been changing computer data.A computer conversion. She said she had many customers with the same problem. The new system didn't transfer everything correct. She said it was applying payments to princable and not monthly payments. XXXX promised the account would be fixed. I also requested while talking to XXXX if I could change my bill due date. She said she would do that also. while this was going on I explained to XXXX that they where holding up the process for me to refinance my loan for work I wanted done to my home. She had another person contact me ( XXXX XXXX. ) Spoke to XXXX XX/XX/2018, I called to make a payment And just was told I was in default on my loan. I now have been dealing with XXXX XXXX. She said I can't make any payments until I pay full balance owed. I don't owe what they say I owe. I shouldn't be past due. XXXX won't send me anything on how my payments have been applied. She said she needs all my bank statements where my payment comes out of my checking acct. She said she needs check copies. They aren't telling me what month is due. I just went over my statements and see they added 5 loan pmts to my loan. Also they added money to my balance. I included the documents. I have two accounts with this conversation being done. I need to know what months on my loan are not paid. I'm so scared because I have been dealing with XXXX from XXXX. I was waiting on The Federal Reserve to help me. I was told they don't deal with PNC complaints. I need to contact you at CFPB. Please help me because they said I can't pay my monthly payment until past due paid. I shouldn't be past due.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2019-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My daughter sent me {$200.00} sent through XXXX messenger. The bank received the payment reflected when I called the bank information line. At time of receipt I was overdrawn {$1.00}. And change. Leaving my available cash {$190.00}. And change. I went to the ATM and withdrew {$60.00}. Upon calling my bank I realized that I was now overdrawn XXXX. I called my banks help line only to find there is now no record at all of the {$200.00} transfer. I was told by the first representative that they use their discretion whether or not to give you the money at the ATM. When speaking to her manager he stated not true only if funds are available will you receive money at the ATM. But still no record of the money. I explained # 1 only if money was available would money be given at ATM. # 2 only if money recorded would money be available. # 3 Mony should have simultaneously been given at ATM and taken out of account. So at very least {$60.00} and fee should be shown. This bank has held checks for more than 10 days trying to lead you to believe you have more funds available. They have taken money for a payment and placed it back into my account trying once again to make me believe I have more funds available than I think. My sister who also banks with them can verify this. She purchased XXXX tickets for XXXX day which were taken out of her bank. When she called the info line a few days later it was showing back in her funds. I have been with this bank for several years and they made me sign a new contract with them because my old contract gave me many perks. I have been through several years of the preceding but never had my money stolen right from within the bank. They received the money made it available which is proven by the ATM withdrawal and there records have nothing about the deposit at all. I had-1. And change and now have - XXXX. And change along with charges daily. I appreciate any help you can provide. PNC Banks
Company Response:
State: PA
Zip: 15301
Submitted Via: Web
Date Sent: 2019-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently tried to close my escrow account with my new mortgage provider PNC Bank because they want to raise my escrow payment over $ XXXX/mo because they keep a 2 month " cushion '' as opposed to just 1 month which is all my previous provider required. They approved my request to close the escrow, but are now wanting to charge me {$530.00} for an escrow account closure fee. Their explanation for this fee is that I waived it when I originally closed on the home, 4 or 5 years ago, and now they have to charge me for it. After finally speaking to someone in the escalation dept.of PNC, they explained this fee is on my closing disclosure and an explanation is given that I am waiving it. After going over my paperwork and the closing disclosure, there is NO explanation whatsoever of an escrow cancellation fee. It is listed on there, with no amount or explanation. I have attached a copy of the escrow portion of my closing disclosure. Also, not one time did the customer service representatives I spoke to mention that there is, or potentially can be, a fee for cancelling escrow.
Company Response:
State: IA
Zip: 52722
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We applied for a simple rate and term refinance with PNC bank With XXXX XXXX located at XXXX XXXX XXXX # XXXX, XXXX XXXX, CA XXXX on XX/XX/2019. The goal was simply to reduce our interest rate, subordinate our current HELOC, and save {$600.00} per month on our monthly payment. We explained we were about to have a XXXX in 30 days and Borrower # 2 would be going out on XXXX leave. So, we needed to get it done within that time frame. XXXX XXXX XXXX XXXX was the license loan officer that took our application, quoted our rate, and assured us that this time frame would not be a problem. So, we proceeded. On XX/XX/XXXX, we were passed off to XXXX XXXX NMLS XXXX, Loan Officer Assistant to XXXX XXXX, who advised us via email that if we were looking to close by XXXX that would not likely not happen. They were currently locking loans for 90 days. This of course contradicted what XXXX told us and therefore left us re-thinking this decision to refinance. After careful consideration, we decided to proceed since we submitted a FULL credit and income package with nothing missing, and appraisal was scheduled. On XX/XX/XXXX we got an email from XXXX XXXX, that our loan was conditionally approved, and our processors XXXX XXXX would be reaching out to us in 24-48 hours to request any conditions of that approval from us. On XX/XX/XXXX, XXXX reached out to us with a needs list of items. We turned around that same day and provided them to her. On XX/XX/XXXX, we followed up asking for status on the subordination and the items we sent in being signed off, we also asked for the closing disclosure to be sent to start the 3 day wait period On XX/XX/XXXX, XXXX XXXX advised that the subordination would take a few weeks, that they could not send the CD until we had a clear to close, and then once we got the clear to close, they required 10 days until we could sign loan documents. Pushing us out well past our needed closing date due to borrower 2 going out on XXXX leave. On XX/XX/XXXX, we asked that XXXX or XXXX call us asap to go over our options if we didnt close on time so we could decide yet again to proceed or cancel the loan application and move on. To this day, we have never heard from XXXX XXXX again. On XX/XX/XXXX, I reached out to XXXX and XXXX letting them know I never heard from anyone and still needed a phone call. XXXX finally called me and we discussed borrower 2s XXXX leave and income. He needed to check with underwriting and get back to me. On XX/XX/XXXX, still waiting to hear On XX/XX/XXXX XX/XX/XXXX, still waiting to hear On XX/XX/XXXX, got a list of items we needed from Borrower 2s HR in order to document XXXX leave and pay. On XX/XX/XXXX, items requested, were provided for an exception On XX/XX/XXXX, advised our exception was approved and we received an updated loan approval. NOW on XX/XX/XXXX at XXXX we see that we need to bring in $ XXXX to close, and they want an additional $ XXXX in liquid assets verified in addition to the $ XXXX in assets already verified. We asked on several occasions why the following was not done or addressed. And here we are, 2 days before having a new XXXX and no where closer to closing on this refinance. In a nutshell they : Never changed the loan amount for the subordination after numerous requests Never brought up XXXX leave amount on the application Never brought up Borrower 1 qualifying on his own with omitting car payments Never updated application to show cars omitted Never added borrower 2 bonus income Never responded about when subordination was ordered so we could rush using our contacts LO knew about leave and said we could close in 30 days No calls from manager after numerous requests Were never given a secure portal to upload sensitive documentation and I had to send via drop box and get IT to approve it We missed our opportunity on the low interest rates due to the lack of concerns and communication on the lenders side. The lender never updated the loan amount per our request and still to this day. They never ran our approval using borrower 1s income with borrower 2s XXXX leave as a protected individual. They never omitted the auto payments paid by borrower 1s company in which we were told they were holding this in their back pocket if the exception committee didnt approve borrower 2s XXXX leave. This is submitting a falsified loan application for exception after numerous requests to the loan officer, loan processor and the loan officer assistant. We have a loan to value of 54 %, A+ credit rating with plenty of assets and reserves and returned our documentation upon request immediately or within 24 HRS of request. We feel that we are being targeted as the lender is aware of borrower 2 going on leave and when this happens, there is always a no guarantee that they may go back to work. Therefore, PNC Bank has chosen to request documents numerous times, add conditions that were already signed off and has chosen not to return phone calls and e mail in an acceptable timeframe in order to decline our loan due to maternity leave. We provided XXXX pay ; PTO pay that will be paid off through the maternity leave due to accrued hours as well as letters of intent to return to work as well as letters from borrower 2s HR confirming the position after leave. For the two of us ( borrowers ) being in the industry for the past 18 years, we are blown away by the discrimination from PNC Bank and the pure lack of their regard to the laws and guidelines that we are licensed and required to abide by
Company Response:
State: CA
Zip: 92679
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PNC Bank seems to be utilizing misleading practices in mortgage ( HE ) monthly statements. The bank provides a section titled Explanation of Amount Due. In this section it breaks down how the payment received is allocated between interest and principal. As an example it reads : Explanation of Amount Due Principal XXXX Interest. XXXX Regular Monthly Payment XXXX However, upon reviewing next months statement. There is a section in the bottom of the page titled Past Payments Breakdown In the section of paid since Last Statement it reads Principal. XXXX Interest. XXXX Total. XXXX It is clear that the explanation of amount due does not match how the payment is actually applied. This is misleading and has caused financial loss because the decision of keeping or selling the house was based on the payment allocation.
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When paying off my loan, PNC has processes designed to make it inconvenient for the consumer to pay off the mortgage. 1 ) Payoff can not be completed on-line ( but any other type of payment is allowed ) 2 ) Automatic payments are cancelled without notice to the consumer when the loan balance is less than the monthly payment. 3 ) The last payment for the loan can not be paid via automatic payment and this limitation is not communicated to the consumer at origination. 4 ) The final payment must be a check, cashier 's check, or some other physical form of payment. When I called and spoke to XXXX, I asked why normal payment procedures do not apply to the final payment, I was told that it's because that payment does to a different department and triggers the lean release. This is an internal procedure that should not be visible to or impact the consumer in any way. I submit that they intentionally discourage paying off the loan to collect more interest.
Company Response:
State: SD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A