Date Received: 2019-10-01
Issue: Money was not available when promised
Subissue:
Consumer Complaint: PNC customers may be somewhat shocked at how difficult, time-consuming, and expensive it is to schedule a wire transfer. I have been on hold for two hours trying to schedule this wire transfer for a home closing that is now in 2.5 hours. I was initially on hold for 50 minutes and the call dropped after the hold music timed out, and now I have been on hold for about an hour after speaking with an initial representative ( useless step ), the escalation department ( who was also useless ), and finally onto the wire department. My home closing is now in jeopardy because it took me hours to schedule the wire. I eventually got through and was taken care of professionally, but it is clear that PNC is understaffed and needs to invest resources into this function, or is avoiding doing so to keep funds in PNC. Further, the wire fee was {$45.00}. Quick online research indicates that {$10.00} is the standard wire fee that most every bank charges. This is price gouging. I want the CFPB to look into the business infrastructure and whether PNC just needs to invest more in their customer-facing business lines or if they are purposely making wires difficult, and secondly investigate the price gouging. They might be the highest fee for wire transfers of any Top 20 financial institution, and these fees are certainly not advertised or else I would have switched to a different bank in advance of my home closing. I was naive to expect my own bank would be a smooth process.
Company Response:
State: CO
Zip: 80206
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-30
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: PNC TAKES overdraft fees after they have thier own way of clearing the purchases. I should have on fee but they keep bouncing my account at 4 fees at a time and I talked to the till I was blue in the face and it just happened again on XX/XX/XXXX thier process is off only the last transaction should have bounced as no now I have 4 fees at {$36.00} each and some of the transactions are keeps than {$5.00} and on 2 occasions {$1.00} and change ... WOW they left me on the side if the road with a dead battery because they need thier bounce fees and that left me stranded BRAVA I could have been killed but my sister who makes over a hundred thousand a year needs to steal my inheritance because gave freely all my life to her and her family so that gives her the right to lie and the world believes her because she throws money at everyone accept me and I am in the street ... WOW XXXX XXXX XXXX I need help in a morally BANKRUPT nation. Please have Mercy on my soul ...
Company Response:
State: FL
Zip: 33433
Submitted Via: Web
Date Sent: 2019-09-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage is thru PNC, we have attempted to remove the PMI insurance repeatedly. According to the XXXX County board of equalization statement ( property taxes ) we receive yearly we have had the required 20 % equity in our home for over a year. We first contacted PNC by phone in XX/XX/2019, we were told that our account would be sent to the appropriate department. We never heard or received anything. We called again one month later ( XX/XX/2019 ) and the rep said that if we waited one month our PMI would automatically be removed as we would be at the required 20 %. When we called again now 2 months later ( XX/XX/2019 ), We were told that we were only at 18 % and if we we wanted to remove it we would then need to pay for an appraisal from their authorized people. At a cost of {$500.00} to us. This was the first time this was mentioned. We have the Property Market Evaluation and a Competitive Market Analysis ready for review.
Company Response:
State: UT
Zip: 84040
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A bankruptcy was filed while mortgage was on a biweekly accelerated mortgage program. I was already ahead on my mortgage payments when bankruptcy was filed. The company ceased collecting but failed to report that to me and failed to inform me of options to continue payments. The company revoked my online access during the bankruptcy removing my ability to pay electronically after removing my automated drafts. While I now understand why the drafts had to stop ; I feel they owed me a notice of some sort with explanation what could and would happen to my mortgage while the bankruptcy proceedings went on and detailing how I could proceed with making payments on a voluntary basis. They also removed the option to use the automated phone system to pay my monthly mortgage nearly setting me up for default. At the recommendation of my attorney I was able to call in to speak to a representative to explain why I needed to continue my mortgage payments. I was told the only way to pay is to call in each month and wait for a representative to take it by phone. This was an unnecessary added stress and hassle. Each time I call in I have to wait on hold for unreasonable amounts of time some times as long as 45 minutes. I also verbally requested my mortgage be affirmed for bankruptcy making it very clear I intend to keep my home of 15 years. They failed to affirm my mortgage. They repeatedly told me they never got the request although it was faxed to the number they provided multiple times by myself and my attorney as well as mailed to them with formal service. Because they failed, my attorney filed a motion for the affirmation which went unanswered. They denied my legal protection by failing to take appropriate action and gave no explanation why they will not provide affirmation. To date, the bankruptcy is complete and discharged without protection of the mortgage affirmation or response of any sort from the mortgage company leaving me in a legal risk. Now that the bankruptcy discharged, I was given instructions how to print a biweekly form to resume my mortgage drafts. They refused to mail or email the form to me. They would not provide me an email address or fax number requiring I mail it in. There's no option to upload it to their website. I promptly followed their instructions. I've made multiple phone calls, sent messages through their online portal, and tried communicating with them through the click to chat feature when I'm logged into my account online. Their online chat option is never available when I attempt that even during their normal business hours. It doesn't matter what time of day I try whether it be first thing in the morning, during lunch, mid -afternoon, or evening hours. Each time I have to call ( which has been regularly since XXXX ) I am waiting for a representative to assist no less than 30 minutes. When I do get a representative only two reps have actually been helpful over the multitude of calls I've made dating back to at least XXXX. One representative was able to explain why they stopped the draft. The other was able to confirm the authorization to resume was received in time to take action but they took no action. They also could not explain why they took no action. The authorization for the biweekly program with a voided check was sent on XX/XX/XXXX. The representative I spoke to XX/XX/XXXX confirmed it was received on XX/XX/XXXX but they have failed to process it. The representative told me they can't use the paperwork submitted in XXXX because it tells them to start in XXXX and they failed to start it. They tell me not to leave the start date blank on the new form because they can't process it if it's blank but they also won't process it when it isn't blank. They refuse to have someone from that department call me back stating they will send a request for call back because I am demanding it but they will " almost guarantee '' it is not going to result in a call back because that team doesn't call back. That I have to just take my chances submitting all new documentation and another payment. My electronic messages are answered after days go by but they do not attempt to answer or resolve the problem. Instead they replied that they can see I called in and no longer need assistance which is completely false. I do still need assistance. The problem is not resolved. With today 's technology it's mind boggling that it should take 3 weeks from time of contact requesting XXXX drafting and forms mailed off to the time of completion. The company is clearly understaffed. One can only conclude they do not care about their fiduciary duty to paying customers and blatantly ignored the documentation that was submitted both timely and correctly. I have asked for quicker routes to get the paperwork done but there is none. I later received a notice stating they will draft my mortgage on XX/XX/XXXX but they did not process it. Then I got a letter once again stating they will not start the draft because payment is needed so I promptly submitted payment and another online email advising the draft should resume. I got a letter stating they tried to call me with no response but my phone records support they have not. Additionally I have zero voicemails. This affirms a prior rep 's caution advising me he will give the message but know I will not get a call back to resolve this issue. It feels like they are purposely disregarding their duty to service my loan. Working in a large corporate environment I can certainly understand an occasional short staffed day but this has been a continuous problem for nearly six months now. I can understand a training issue with an employee who failed to take action on my mail. What I can not understand is six months of complete disregard for professionalism and resolution for their shortcomings.
Company Response:
State: TX
Zip: 78641
Submitted Via: Web
Date Sent: 2019-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-25
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: 1. I travelled and honestly forgot to pay my PNC BANK FLEX credit card for over 30days and i was reported to the credit bureau which has continually negatively impacted my credit despite the fact that i have since paid off the card and i have consistently paid off all balances until then and afterwards. I wrote to the bank but they insisted there was nothing that could be done. i am passionately appealing for the removal of this reporting on my credit so as to boost my credit. 2.I moved from XXXX to XXXX and it took a while for me to return the equipment to XXXX because of the out of state credit they promised. I eventually paid off what i owed them but they had reported me,. I filed a dispute with the credit union and i would like that report taken off my credit report.
Company Response:
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2019-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-21
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/XXXX PNC allowed my business checking account to be charged by XXXX even though I did not have any funds in my account. They charged and overdraft fee and then days after charged additional over and over until my balance bacsme - {$220.00} overdrafted. I spoke with someone about getting the overdraft fees waived and their customer service reps tells me that they can not waive the fees. Now my account is closed as of today. I really need my account to be reopen if possible but I am not paying {$220.00} worth of overdraft fees which I feel is not fair at all. PNC please work with me to slice this issue and restore my account again. I also have a negative balance on my personal account as well and need to get those fees waived so I do not lose my account. My direct deposit will be coming to my personal account on XX/XX/XXXX.
Company Response:
State: IL
Zip: 60653
Submitted Via: Web
Date Sent: 2019-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I made my third and final trial modification mortgage payment to PNC bank ( PNC ) on XX/XX/XXXX. Let it be noted, that PNC did not treat me fairly with their trial modification. They have repeatedly made mistakes and taken shortcuts at every stage of the modification servicing process with me, costing me extra money and potentially the loss of my home. Their internal procedure failures are as follows : 1. All my interactions with PNCs departments were inconclusive. I was given the runaround. 2. Systemic problem areas - customer service, collections, loan modifications, Executive Client Office, Loss Mitigation/foreclosures and their external law firm. My struggles began when I was having a difficult time keeping up with my new HELOC payments from PNC after going through a divorce, hospitalization, and loss of income. The loan matured from XXXX XXXX, increasing from {$XXXX} a month to {$XXXX} a month. It tripled. PNC sent me a hardship application on XX/XX/XXXX, stating that I had 30 days to return the application. I provided all the requested documents, forms, and taxes in 17 days. Shockingly, PNC initiated the foreclosure process after only 21 days despite having the completed application AND being within the given stated timeframe. Their law firm, XXXX XXXX XXXX, was pressuring me to sell my home. I had random realtors and buyers aggressively calling me at all times of the day. Foreclosure lawyers were calling me even before I was aware that my home was up for auction. Please note, that I was NEVER serviced with a Collection Notice or a Foreclosure Date of Sale Notice. PNC touted its ability to service and modify loans for me, a troubled borrower. But PNC has failed to deliver required foreclosure protections. Consequently, there may be others that would claim that PNC has wrongfully initiated foreclosure proceedings and has wrongfully held foreclosure sales. Among other illegal practices, PNC initiated the foreclosure process BEFORE even completing my review of loss mitigation applications. My concern was, how can my home be up for sale if my hardship application was never reviewed? There were other instances in which PNC asked me to submit additional information within days but only wanted to run the clock for foreclose sale on me before the deadline. I strongly believe PNCs practices has also foreclosed on other borrowers who were fulfilling their obligations under a loss mitigation review. The CFPB rules require strong protections for struggling homeowners, including those facing foreclosure. A PNC representative named XXXX, called me to say, Ms. XXXX, weve received your application and it has been approved. The new mortgage payment is {$XXXX}. Knowingly, I received the approval because if I refused, my house would be auctioned in the next 24 business hours. I then responded by saying, Wait, thats a huge amount. Before I was paying {$XXXX} a month and that amount is what got me in trouble! This amount is now five times greater than the original {$XXXX}. THIS IS NOTHING LESS THAN PREDATORY LENDING PRACTICES! Ultimately, XXXX said, I understand, but its the best that we can do right now. Lets do a three-month trial payment of {$XXXX}. I agreed to the trial payments. However, realistically, my ex-husband is unemployed making him unable to pay the full alimony of {$XXXX} a month for the last 3 months. He is only able to pay alimony of {$XXXX} a month until XXXX or XX/XX/XXXX. My financial situation has also changed. One of my renters had a family emergency and had to cancel the $ XXXX monthly lease. I also lost a XXXX client, which had XXXX kids at the rate of {$XXXX} a month. Im desperately trying to increase my credit score and pay down my credit card debt. Im a single woman trying to do whats right for my business and my future. To add insult to injury, I also have the below mandatory expenses : 1. My estimated IRS taxes, which are {$XXXX} quarterly 2. IRS was paid {$XXXX} for back and estimated taxes ( XX/XX/XXXX check # XXXX ) 3. Virginia back taxes {$XXXX} ( XX/XX/XXXX ) check # XXXX ) 4. Virginia estimated {$XXXX} ( XX/XX/XXXX check # XXXX ) taxes quarterly Over time, my financial situation has greatly improved, but not enough where I can afford a HELOC payment of $ XXXX monthly. The new PNC payment is unrealistic and not affordable. This is truly unjust! The CFPB should investigate PNC, not for only me but for other consumers collectively, to make sure that PNC consistently provides accurate information and upholds best practices.
Company Response:
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2019-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/2019 my bank account was charged an overdraft fee. The overdraft fee is {$36.00}. After my account was charged the overdraft fee the balance is my account was - {$30.00}. This is the 3rd time this has happened with this bank. If my account was overdrawn to where I should be responsible for an overdraft fee my account should be further negative than the amount of the fee. Which my account never even shows me being negative more than the amount of the overdraft fee, it is actually less even after they charge the fee. We spoke with them and they claim that what shows on their end is different than what we can see. They say it is not a bank error so they will not reverse the overdraft fee.
Company Response:
State: IN
Zip: 46217
Submitted Via: Web
Date Sent: 2019-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: i opened a online checking acct. with pnc bank for me and my fiance who is in jail. i deposit his life insurance check from his late ex-wife. i deposit {$25000.00} on XX/XX/XXXX. The online banking put a security hold on the check until he can come into the bank. i informed them he is in prison and wont be able to get in until XX/XX/XXXX so i was informed by the online banking i would need to get a POA from my fiance and bring it into the branch. I get the XXXX only authorizing me limited power of attorney to handle all his banking transaction until he get home. I talked to the bank manager on XX/XX/XXXX and she tell me the attorney declined the poa because it didnt contain language of disability. My fiance is not disabled by any means all he want is me to handle all banking needs until he is released from XXXX. Its been 18 days and i have no excess to our account.
Company Response:
State: OH
Zip: 44511
Submitted Via: Web
Date Sent: 2019-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a heloc account with my rate as Prime minus 1.1 % When the Federal Reserve raised the rates, PNC followed suit. However, when the Federal Reserve lowered the Prime rate a couple of months ago, it did not lower my rate. My rate currently is 4.4 % and Prime is 5.25 % As a result, I have been paying higher interest rate for last several months.
Company Response:
State: IL
Zip: 60563
Submitted Via: Web
Date Sent: 2019-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A