Date Received: 2019-08-23
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XXXX/19, I received call from my bank PNC from fraud department, that I have un suspicious transaction on my account. I go online, and saw that I have 2 same pending transaction on my account $ XXXX, I call to bank, they close my debit card, and issue provision credit back on my account. Yesterday I deposit check on my account, and a soon i open my information, I saw that from account debit again 2 same transaction $ XXXX on XXXX/19, from my old debit card, which was close on XXXX/19. I spend on a phone with PNC, over hours, trying to get back my money. I do not understand how they protect they customers if they aloud to take money to someone from close debit card. So after spending hours with PNC customer service representative, who hang up on me, after I spoke with supervisor XXXX who also put me on hold, and transfer me back to the line on hold, I did not get any resolve and I did not get my money back on my account.
Company Response:
State: PA
Zip: 182XX
Submitted Via: Web
Date Sent: 2019-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-22
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/2019 I purchased furniture from XXXX XXXX XXXX XXXX in XXXX, NJ using my PNC Bank Credit Card. When they came to deliver the furniture it was used furniture, so I declined the delivery and did not take possession of the goods. I called and visited the store to try to work things out with them, but they where not helpful. I contacted my PNC Bank Credit Card and advised them of the problem and they said that they would put a hold on the transaction and investigate the matter. In the mean time, XXXX XXXX XXXX XXXX went out of business. PNC Bank Credit Card declined giving me a credit claiming that their investigation revealed that there was no billing error. I strongly disagreed and sent them another letter with another copy of the sales receipt as proof that I did not purchase used or " Floor Sample '' furniture. PNC Bank Credit Card has not replied to my second letter requesting that they reconsider or advising me of their appeals process or supplying me with the documentation that they used to deny my claim/credit.
Company Response:
State: NJ
Zip: 07652
Submitted Via: Web
Date Sent: 2019-08-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-21
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Despite being current on my auto note at all times, I have received numerous threatening and overt phone calls originating from an internal debt collections department at this bank. In spite of all attempts to stop these threatening phone calls ( including FDCPA cease and desist letters ), they continue each month. I have submitted several payments that have been utterly ignored, and one even was drawn and lost, which is still missing. Each month, internal collections from PNC bank contacts me to harass me into making a second payment to my auto note under the threat of " repossession '' should I not make immediate payment. This is in despite of a check, money order, or bank draft being faithfully delivered on time and in full on or before the due date.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-21
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: There are XXXX overdraft fees on my account due to a XXXX charge of {$5.00} that is set up via XXXX that should have used my XXXX balance instead of this funding source ( which I currently have a dispute ). There is also a XXXX charge of {$45.00} that was supposed to be paid in cash but when the cashier scanned my XXXX XXXX XXXX she said it automatically charged the XXXX debit card that is linked to my bank account. I called PNC Customer Service today and I was advised that the fees could not be waived because service fees had been previously waived. The rep was only able to tell me that the service fees were from XX/XX/2018, however, I had issued with my account during that time and I was advised that the free checking had been switched over to a monthly fee checking acct. The representative advised the monthly charges would be waived and my acct was switched back over to a free acct at no fault of mine. The XXXX overdraft fees have caused my acct to go further in the negative. Please refund the XXXX overdraft fees totaling {$72.00}.
Company Response:
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-21
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I had a car loan with PNC XXXX. Loan was paid off onXX/XX/19 and I received the car title and lien release letter appropriately. PNC continued to debit my bank of america account with XXXX on XX/XX/19 as loan payment. my PNC online banking was closed abruptly ('standard procedure') so that I could not even stop payments on my own.I called PNC onXX/XX/19 to stop payment, case number XXXX XXXX XXXX. I am being given the runaround as to when I will get my money back. I am asked to call my Bank to file a dispute as to why the money has not been refunded to me. Apparently, the payment was never received by PNC. Then I am told it will take 14 business days. Then some extra days for this transfer or that.This is not the first time me contacting another consumer organization to help me with PNC. 30 mins on the phone call and no help in sight.I dont know what to believe.
Company Response:
State: NY
Zip: 10040
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Hi,I have been a PNC bank customer since XXXX, when i was a New Jersey resident. In XXXX, i moved outside the US but maintained my checking account with PNC, which i have accessed regularly via their web-based platform (https://www.pnc.com/en/personal-banking.html). In XX/XX/XXXX, i tried to access my account the same way as usual but got rejected by the system. Since PNC strictly insist to only communicate in writing through their secured communication channels (emails and chat), which was then unavailable to me, the only way for me to get in touch was over the phone. I looked up for an international toll free number on PNC website and found one on their customer care webpage (https://www.pnc.com/en/customer-service.html) under the "Personal Banking Account" section. I was obliged to call them at two occasions XX/XX/XXXX and XX/XX/XXXX) to reinstate the remote access to my account. Given, the instructions provided on PNC website ("Calling from outside the United States? General Customer Service can be reached by calling International Collect, XXXX, to help you with your existing PNC accounts") I expected these calls to be at no charge to me. However, when i received the phone bill from my local phone operator i discovered i had been charged for an aggregate amount close to $XXXX (XXXX euros). In XXXX, I called my local operator, who confirmed that they had effectively been charged themselves by the US phone operator, as if the number was actually not toll free. My local phone operator took the initiative to call PNC Technical Service directly to understand the root cause of the problem. In parallel I contacted PNC Customer Service. See below for a full transcript of my interactions since July 30 using the secured email tool on the PNC web-based homebank platform.The responses i received from PNC Customer Service were vague, general and did not address my questions. My last message on XX/XX/XXXX has been left unanswered so far. As far i know, the investigations from my local operator directly with PNC have not yet yielded any response either. This silence suggests that PNC have no intention to provide any specific response nor identify clear responsibilities for the issue, and are happy to leave me with a $XXXX phone charge, incurred to solve a problem they created in the first place.I hope you will be able to help me out.Thanks,TRANSCRIPT[XX/XX/XXXX: Me] Good morning, This quick note to let you know that my local cellphone operator "XXXX" has just informed me that they took the initiative to contact PNC Mrs "EmployeeName1" to clarify payment responsibility for a series of phone calls made to PNC International toll-free number XXXX XXXX XXXX. Indeed, at two occasions XX/XX/XXXX and XX/XX/XXXX I was obliged to call PNC to solve a an issue in connection to my online access and subsequently got charged for my calls in spite of it being advertised as international toll free. Would really appreciate if you could be so kind to follow this up for me. Many thanks by anticipation. XX/XX/XXXX: Bank] Dear Mr "XXXX", Thank you for contacting us through the Secured Message Center! I would like to first apologize for the circumstance. All though we have provided the toll-free number, we would not be responsible for the fees that are being charged by the phone company as this is not something we are requesting to be charged. I will certainly file feedback in regards to this to ensure we work towards providing a better experience in the future. Signed: "EmployeeName2"[XX/XX/XXXX Me:] Dear "EmployeeName2", Many thanks for your response, which I have carefully read. I fully understand that XXXX dollar may be immaterial for a large company like PNC, but I hope you would understand in turn that it is a sizeable amount of money for an individual customer, so please kindly allow me to follow up on your answer. The fact of the matter is that my decision to call the XXXX XXXX XXXX number was solely based on my faith in PNC website s representation that this is an international toll free number provided by PNC. Such a representation is obviously a contractual commitment from PNC in favour of all their customers, i.e. a commitment that these calls are always charged to PNC and never to their customer. It follows that PNC must have taken adequate arrangements to fulfil this commitment and whenever something goes wrong, PNC must be concerned by such a failure to fulfil their commitment, and cooperate in good faith to help clarify what went wrong. This the only thing I am, as a longstanding PNC customer, kindly and formally requesting at this stage : your help to go to the bottom of this and understand what went wrong. My first question would be: could you please kindly confirm whether the international toll free service XXXX XXXX XXXX was effectively a service I was entitled to as a PNC customer at the time I made these calls in Spring XXXX, i.e. that this service had not been deactivated for my account, e.g. for the same reasons which led to the deactivation of my online access. As a second question at this stage, I would like to ask you if you have succeeded in contacting Mrs "EmployeeName1" and if you have been informed of the outcome of any interaction she may have had with my local Telecom service provider, named "XXXX" and based in "XXXXCountryName"? Please be sure that I really do appreciate your help in this.[8/06: Bank] Dear Mr "XXXX", Thank you for contacting us through the Secured Message Center! I can definitely understand your concern, I would feel the same way, Mr "XXXX". Although we have the International number to provide if you are out of the country and you are requesting to speak to someone in regards to a issue with your debit, there may be a fee to for the international#. You can also contact our customer service department directly to avoid the charge as well. After further review, I do not show a request to contact "EmployeeName1" at this time, I do apologize for the inconvenience this may have caused. I would recommend contacting us back directly via chat or customer service to further review your account or any other questions or concerns to make sure your issue is resolved in a timely manner. Signed: "EmployeeName3"XX/XX/XXXX: Me] Dear "EmployeeName3", Thanks for your empathetic response. Your explanations do not seem unfortunately to make a lot of logical nor legal sense to me. The words ...International toll free number... are specifically meant to express the ability for PNC customers who are out of the country to contact the bank with respect to account-related issues WITHOUT being charged for the international#. Otherwise it would simply be called, well, a standard phone number. Furthermore, at that time, i could not contact your customer service department directly to avoid the charge, since the issue was precisely concerning my being abruptly cut-off from online access and therefore from all email communications with PNC, since the bank does not allow for email exchange outside of their secured platform. I know for a fact there has been contact taken by my local phone operator directly with PNC and I will allow for some more time to leave a chance for that channel to work out. In the meantime, i have a question for you: is there a mediation procedure within PNC, like an ombudsman, or any person who can serve as a conciliator in case of apparent deadlock, which could be called upon?
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, I received a phone message from XXXX XXXX xXXXX of PNC, she left a number and I called her back. She was out of the office, so I spoke with another gentlemen who told me that I never paid my home equity loan for XX/XX/XXXX. I said that I sent a check (#XXXX) on XX/XX/XXXX and then checked my account online. My account showed that the check had been cleared and deducted from my account on XX/XX/XXXX. He put me on hold and then came back and said that it appeared that someone had credited a different account. I asked if this was a person or an automated process. He said he believed it was a processing error.At this point, he transferred me to XXXX in loan servicing. XXXX said it would take a few weeks to credit my account for the amount that had been deducted. He read some legalese jargon that I asked him to repeat several times because it made little sense to me, the way it was worded. XXXX seemed to lose patience with me after I asked him to read it to me a third time, much slower than the previous blurted sentences. I agreed that my information was correct but not with the wording of that disclaimer. I wrote a check (#XXXX) for my home equity line of credit from a PNC checking account and mailed it with the payment stub provided. I wrote the account number on the check. PNC cashed it and then misappropriated the funds to another account, not my own. XXXX instructed me to pay my home equity loan with another check to avoid furhter complications. I quickly drove to the local Holmdel branch of PNC and was able to secure a place in the drive thru before they closed at XXXX on Friday, XX/XX/XXXX. I paid for the second time in XX/XX/XXXX, through the bank teller at XXXX. On XX/XX/XXXX, I received a letter from ACH Dispute Services stating that “...we have determined no error occurred...” but my account would be credited for the amount deducted. I checked my PNC account and it was credited for the amount of $XXXX. The letter stated that I could call to receive further documentation of this determination. I called and waited online for an hour before being told that there was no further documentation because there was no error, for the money that was erroneously deducted from my account. XXXX was very helpful and I told her that I was concerned that this would happen again, simply because your bank claims that there was no error and is therefore likely to occur again (and it did.)On XX/XX/XXXX, I paid my Home Equity loan in the amount of $XXXX. On XX/XX/XXXX after checking my account online, I noticed that the balance was off by $XXXX. Looking at my statement I saw that on XX/XX/XXXX, PNC again deposited the XX/XX/XXXX check (#XX/XX/XXXX) and deducted that $XXXX from my account, IN ERROR (despite their claims to the contrary).
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I never received the remaining balance of $XXXX on my PNC checking account ending in XXXX when I closed it. I closed the account on XX/XX/2019, and PNC told me I would receive a check with that balance within 10 business days. Never received it. Contacted PNC by phone several times, and useless. Really frustrated with this issue, and spent quite amount of time with them. I never thought such a large bank like PNC wants to steal customer's money.I have to contact CFPB to get my money back. The case number PNC gave me for this issue is XXXX.
Company Response:
State: OK
Zip: 74074
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I saw that I no available funds in my PNC checking account. I contacted the bank 5 times using their 800 number for an explanation. The call center representatives refused to provide an explanation. My husband and I went to a branch location. The branch representative also contacted the call center. He was told that the account was on Hold and the person that had place the account on hold as not in. No other information was provided to the branch representative. I called my attorney will sitting in the branch office. My attorney told me to have the Branch representative contact PNC's legal department. I asked for PNC's legal departments number and the representative would not provide it. My husband and I left the branch. While driving home, we received a call from the PNC branch representative. He stated that the account had been placed on hold due to individual, posing as my husband, had visited a local branch and had tried to access our checking account. The branch representative told us that the individual could not say our last name. No additional information has been provided regarding this incident. We returned to the branch and the branch manager was finally to get our account off hold and moved to a new account. While we were at the bank, we found out a XXXX check had been written. It did not clear the closed account. We were not provided with any details about the check. We left the bank at XXXX XXXX that night. Despite my husband's identity theft, the call center has not provided any additional information. We need to know exactly what happened and a copy of the XXXX check. We have filed a police report. The call center at PNC bank needs to be closed. The branch did help us but they don't have information about the incident. PNC's horrible call center needs to cooperate with the police.
Company Response:
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Today XX/XX/2019 at XXXX XXXX I spoke with a gentlemen from the PNC Bank Escalations Department. He called me because of a complaint that I had done regarding my previous disputes. I told him about me being the victim of Identity theft and that there were ACH withdrawals made from an unauthorized creditor. My mailbox was broken into on several occasions and someone took my account information and social security number and has been using it to open up credit accounts and other bank accounts. As well they have been using my PNC Bank accounts to pay bills with those creditors. I have had to get a police report and an FTC Affidavit to help me fight these account and to dispute the withdrawals on my three PNC Bank Accounts. I was told to go to a branch and open up a new Virtual Account and get a new debit card and to then dispute all the withdrawals. So I went to the PNC Branch in XXXX, NJ inside a XXXX & XXXX after work and basically it was a complete waste of time. The ladies told me that they could not help me with the disputes because my account was negative and they would not be able to open me up new accounts because my account is compromised right now because it is negative and that the direct deposit I get will be used to cover the negative balance. The account is negative because of all the reversal of provisional credits and the withdrawals. They also stated that there was no information left from the Escalations Department stating that I was a victim of identity theft. You know what I just need some help please. I have attached the ACH withdrawals that I want to dispute, the police report and the FTC Affidavit. Please help me to get my money returned. Thats it.
Company Response:
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A