Date Received: 2019-07-09
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: In XXXX of 2017 I purchased a car from XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, WI XXXX I applied for credit - but did NOT authorize them to check several lenders.
Company Response:
State: WI
Zip: 53072
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: Paid car loan off in XXXX of 2018. I never received the title or payoff statement. Request on separate occasions and went to local branch office. They provide a letter that said loan was paid off but did not include letterhead, vehicle information or signature. Also provide copy of original title. Took the documents provided to dmv and was told these items are insufficient. Called PNC Bank a 10th time and Im still waiting to here back. They never provided loan statements or a coupon book during the loan period. I feel like Im being held hostage by the bank. Please let me know how to get a copy of my car title.
Company Response:
State: IL
Zip: 60525
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/XXXX I decided to pay my loans off. So I use my bank loans website ( XXXX XXXX XXXX ) to make the transaction and pay my loans off. Few hours later I checked the website and the transaction had disappeared. I assumed it didnt go through since it was a high value. I went to PNC Online banking and started an online chat. The agent said the limit for transactions was 10 thousand but I could use bill payment if I wanted to pay a higher value. So I added XXXX XXXX XXXX as a payee and made a payment using Online bill pay. On XX/XX/XXXX I noticed that BOTH transactions went through ( more than 32 thousand ) and my account was overdrawn in 15 thousand ( The PNC bank authorized an overdrawn of 15 thousand without even calling me ). So I immediately called the PNC Bank and put a stop payment on one of the transactions. On the phone call I specifically said to stop the on made through the ONLINE BILL PAY ( If the call is recorded you can check that ), I did not authorize to cancel the other transaction. One of the transactions were reverted and I receive 16 thousand back, but for my surprise, the transaction canceled was the one I made through the XXXX XXXX XXXX, not the one I asked ( through online bill pay ). XXXX XXXX XXXX reopened my loan since the transaction was reverted, and they say they didnt receive the other transaction. Since then Ive called PNC many times. First they said the money was in the way and I had to wait. In a second call they said they said that the account number that I used in my online bill payment was wrong ( which I doubt ), Ive started a disputes ( twice ) and they keep closing my dispute without solving my problem. I feel like the bank is not taking my problem seriously, its more than 16 thousand missing in my account, each day passing the interest is being build on my loans ( more than {$3.00} per day ). Ive also been in one of the branches in person, they keep saying that someone is going to call me, but no one ever did. Beside the interest being build in my loans, the stress of not having the money in my account is affecting my personal and professional life.
Company Response:
State: MO
Zip: 63146
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/2018 I went for an appointment scheduled at PNC BANK to receive a service provided to have some documents signed with a medallion stamp. When scheduling the appointment over the phone I was told to bring with me a photo ID, social security card, valid credit card and proof of address. I provided all of those documents in addition to more to validate my identity. During the appointment the woman who was supposed to stamp my documents after verifying who I was began making racial slurs about my hair. I am an XXXX XXXX XXXX and I was wearing braids with extensions at the time. Instead of her focusing on my paperwork she spent the hour of my appointment speaking to me in disgust about my hair. She made comments such as Is that your real hair? How do you people sleep with all of that in your hair isnt it tight? Why do you guys put that in your childrens hair, how can they stand it? etc. etc. During the end of her derogatory complaints about my XXXX hair style she denied my request for service which was the reason for my initial visit. She couldnt explain why I was denied so I asked her about procedure and if I could be provided a copy of the policy handbook. She continued to deny my requests and asked me to leave her office after I had sat there for an hour enduring the ignorant remarks she made for the primary purpose of getting my documents stamped so that I could leave but that never happened. The documents in questions were government issued series EE savings bonds ( I believe ) with a value of approximately {$2000.00}. I called customer service on XX/XX/2018. The representative took an incident report and told me there would be an investigation. I'm sorry for the inconvenience but I do not recall the representatives name. On XX/XX/2018 at approximately XXXX a person with the last name XXXX left a voicemail on my phone instructing me to contact him for additional information. On XX/XX/2018 at approximately XXXX XXXX I called XXXX XXXX XXXX XXXX, there was no answer so left a voice message. On XX/XX/2018 I attempted to reach XXXX again on the same number as I was advised to do so from the first voicemail left on my phone. I waited to receive a call back when I didn't I called once again On XX/XX/2018 ; and just as the first 2 attempts, there wasn't an answer so I left a voice message at XXXX. Moments later at XXXX I received a call from XXXX XXXX from phone number XXXX. XXXX apologized for the behavior of XXXX and PNC all together. She assured me that an investigation was in place and she would keep in contact with me throughout this process. That was the last time I spoke with and heard from her or anyone else representing PNC Bank. As time went by I took initiative to contact XXXX for an update. On XX/XX/2018 I called XXXX on the phone number XXXX as she instructed me to do after speaking with her on XX/XX/2018. She was supposed to be the direct contact I spoke with concerning this matter. I didn't get an answer so I left a voicemail at XXXX. In that voicemail I explained that I was discouraged with the lack of communication amongst us ( XXXX and I ). I informed her that I didn't have any updates and that since it had been 2 months since our previous conversation that I would be transferring this information on to the Ohio XXXX XXXX XXXX for further investigation.
Company Response:
State: OH
Zip: 445XX
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, we closed on a mortgage for a townhome. The mortgage was provided by PNC Mortgage Company. During the mortgage shopping process, we had been offered the option of having our property taxes escrowed for convenience. No financial benefit was associated with this decision. We chose to have PNC escrow our taxes. Our XXXX tax payment to our locality was submitted late by PNC, resulting in penalties ( loss of discount ) on the tax payment. PNC reimbursed us for the penalties. However, the experience made us uneasy with the convenience of having PNC handle our property tax payments. We are fortunate to have sufficient financial strength that we can confidently handle the tax payments on our own, and do not require escrow services. Subsequent to our experience, we requested on XX/XX/XXXX, to eliminate the escrow ( an escrow waiver ) and take over our tax payments. PNC reviewed our case and approved the waiver, as we do not pose a financial risk to the mortgage. A copy of PNCs response is attached. We were extremely surprised to find that the fee to waive our escrow was going to be {$1500.00}. This amount is neither cost-based ( actually, PNCs costs go down if they do not need to administer an escrow ) nor risk-based, as our financial ability was not a consideration in creating the escrow ( and was optional ). The fee amount was not present on our first mortgage statement ( attached ). We have had multiple exchanges with PNC regarding the charge. I would summarize their response as : 1. Our initial escrow account disclosure statement, signed on XX/XX/XXXX at close, states that you may be required to pay a fee when closing all or a portion of your escrow amount. 2. Later mortgage statements ( after the first ) showed the escrow waiver fee of 0.25 %. There was no notice of the addition of this fee ( in small font ). Both the first statement and a later statement are provided for comparison. 3. This has always been their policy and they have no ability to modify it based on individual circumstances. We have two core complaints which we STILL have not been able to get PNC to address, and seek your assistance : 1. The level of this fee is arbitrary, non-cost based, and non-risk based. While we acknowledge that for some mortgagees, the waiver of an escrow increases the risk to the mortgage holder, that is not the situation in this case. We have had a 20 year financial relationship with PNC and have substantial financial reserves at this institution. While the fee they are charging is now at {$1500.00} why not {$5000.00}, or {$20000.00}? There does not appear to be any constraint on PNC to apply reasonable fees post-close. 2. The existence of, and level of, the fee was inadequately disclosed. The purpose of the Escrow Disclosure Statement is to, obviously, disclose key facts about the escrow. However, this statement neither confirms that a fee is always charged to waive an escrow, nor does it mention the actual amount. In addition, our first mortgage statement ( which, of course, is the one most carefully scrutinized ) also omitted the fee. We would appreciate an actual response to these two points.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-07
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: The following are not authorized charged by PNC credit card and have been reported but not resolved yet. {$420.00} on XX/XX/XXXX {$220.00} on XX/XX/XXXX {$220.00} on XX/XX/XXXX for the office visit of XXXX XXXX, XXXX XXXX XXXX # XXXX, XXXX, PA XXXX
Company Response:
State: MI
Zip: 48858
Submitted Via: Web
Date Sent: 2019-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-05
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: 1. I visited PNC Bank 's website and opened a high-yield savings account on Sunday XX/XX/XXXX. 2. During the account opening process, the option to link an external account to transfer funds to open the account as available. I linked my XXXX account via providing my online banking credentials, and authorized a transfer of {$50000.00}. The funds were immediately debited from my XXXX account. 3. On Monday XXXX, I attempted to access my new account with PNC via their XXXX app and on a desktop computer. Both attempts failed and I was not able to reset my online access. 4. I called PNC and spoke with a representative. She stated that my account was flagged to close because it was not funded. I found this strange because I authorized funding of $ XXXX from my XXXX account, which had already been debited. She escalated the call to a manager named XXXX XXXX, who confirmed the information and advised that my ACH transfer of $ XXXX would be refunded. I no longer wanted the account because of the poor account opening experience ; I no longer trust PNC Bank. She gave me a reference number XXXX. In total, this call took 60 minutes of my time. 5. I waited until the morning of XXXX but still my money hadn't been transferred back. I called PNC in the morning and spoke with a manager named XXXX XXXX, who said that my funds would be transferred back to me by XX/XX/XXXX. She gave me a confirmation number of XXXX. This call took 45 minutes of my time. 6. I called back at XXXX XXXX PST after checking my account and finding that my funds still had not been returned. I spoke with XXXX XXXX, who said that ACH refunds should take 1 business day. She tried contacting her ACH department, but found that they were already closed for the day. She advised she would call me back on Monday. this call took 40 minutes of my time. I'm failing to understand why it is taking PNC so long to return my funds. They certainly were able to debit it via ACH within 1 business day. It should take the same amount of time to return it. This issue was caused by their own computer/system failure ; this was a bank system error. They have held my funds for a week and I've had to call multiple times, have spoken with multiple people and had to repeat myself each time, and still there is no resolution. Meanwhile, they've held my money and I have not received any interest payments.
Company Response:
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2019-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-05
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: The loan is through PNC and serviced by XXXX XXXX XXXX. On XX/XX/XXXX I submitted a loan modification application, which was immediately denied for a few reasons, one of which was not submitting pay statements for myself and my cosigners. The issue with that is the language on the application is vague, saying : Required Materials : XXXX may require you to submit financial statements. When questioning this with XXXX on the phone a supervisor agreed that this was ambiguous. I had to submit a new application, and did so on XX/XX/XXXX. This was denied, because on the financial statement for myself and my cosigners they have a line for a second employer and second income. We left that black, because none of us have a second job - however, PNC apparently requires something in every field or the loan is denied, even though that was never communicated to me either by a representative or on the application. I now have to submit the application a third time, but now the loan is 30 past due and I risk negative credit reporting. I feel as though PNC and/or XXXX is making this process intentionally difficult.
Company Response:
State: FL
Zip: 32258
Submitted Via: Web
Date Sent: 2019-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-04
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On XX/XX/2019, I received an unsealed pre-selected offer of a PNC cash rewards visa credit card with the customer reservation on it and a deadline of XX/XX/2019. The offer came from PNC Bank, XXXX. XXXX XXXX XXXX, MI XXXX. Do you always send out your mails unsealed? Someone might use the reservation number or any information on the letter Please let me know what steps are taken so any information will not be used by someone else.
Company Response:
State: CA
Zip: 90706
Submitted Via: Web
Date Sent: 2019-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: The personal loan was originated in XX/XX/XXXX with maturity in XX/XX/XXXXwith 5.99 % APR if I had an auto payment from a PNC checking account. I usually transferred money from XXXX checking account into my PNC account prior to auto payment due date ( XXXX of the month ). In XX/XX/XXXX they started to charge my checking account at PNC and I was notified before however the payment from XXXX to PNC was not increased by me ( my fault ) and I got my first Not Sufficient Fund! I fixed that issue by changing my PNC checking account type. The payment was paid in full in XX/XX/XXXX without going any cycle past due. In XX/XX/XXXX the money was in transfer from XXXX to PNC checking ( the weekend is not counted for transfers ) when I got my second NSF! The payment was paid in full again after the fund transfer was completed. After that a series of issues started 1- PNC bank cancelled my auto payment plan 2- they increased my rate 25 basis points. After talking to two customer service specialists I was told by both of them, it should have happened after 3 NSF while I had 2 of them so it's wrong and they filed the rate dispute for me. Finally when I asked to talk to a manager he didn't even bothered to look into my account, credit bureau profile and payment history with PNC. He immediately started to say the decision has been made and there's no appealing process or complaining system in place. He mentioned it's a pure subjective decision making process to increase your rate whenever they feel it's needed not 3 NSF as previous agents mentioned. They training has huge flaws. He even couldn't answer my question about how he came up with this idea that my payment pattern is showing a risky pattern!
Company Response:
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A