Date Received: 2019-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage that was bought out by PNC bank ( pnc.com ) PNC does not allow customers who do not have a PNC banking account ( ie only have a mortgage account ) to make extra payments correctly. PNC is using deceptive banking techniques to steal interest from customers. Example : Let 's say I have an automated monthly mortgage payment of {$2100.00} ( XXXX principle, XXXX escrow, XXXX interest ) per month. If I use PNC 's website to make an early mortgage payment of {$2300.00}, PNC does not allow you the ability to allocate all XXXX to the principle. PNC will take your money and just pay the next month of mortgage ( effectively allowing PNC to make more interest money off of their customers ). This is due to XXXX not being applied appropriately ( ie it goes to escrows and interest ). PNC deprives customers from immediately having the XXXX lower the monthly interest collected When I called PNC to ask why they don't allow me to allocate the money the way I want they say i have to open a PNC bank account to choose how my money is allocated or I can call every single month and waste 20-30 minutes of my time to have them file a misapplied payment correction. I told them well i would like to request this on my file as a preference so i don't have to call every month. They told me that wasn't possible.
Company Response:
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2019-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called PNC to remove PMI at 80 % loan-to-value on XX/XX/2019 ( I know it should be in writing ). Received a letter to remove it required me to pay a {$500.00} appraisal fee to an appraisal company owned by PNC. I was called on XX/XX/2019 by PNC and told that it was the lenders ( XXXX XXXX ) requirement, and I could call them to request removal. They were not open. Per the Homeowner 's Protection Act, they can require " evidence '' but it says nothing about being required to use their in-house, overpriced appraiser. This sort of self-dealing should be illegal, and the definition of evidence should be expanded.
Company Response:
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2019-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-06
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Wanted to pay off {$4000.00} towards my auto loan. The problem with PNCs website is that it doesnt allows you to pay the amount towards principal only. So I called their customer service ( around XXXX XXXX ). The lady over the phone tells me that now theres a checkmark on the payments webpage of their website that lets you pay towards the principal only. I hung up only to find out theres no such option. Called back again and another lady tells me the same. I stay with her on the phone asking her to navigate me but she fails to find that option. So on two occasions, they gave incorrect information to the customer. Now comes another interesting part. I visited a branch on XXXX XXXX to try to accomplish what I was trying for. Around XXXX, a male and female banker were in the bank. I clearly tell the male banker that I would like to pay {$4000.00} towards my auto load principal amount only, explaining him that it didnt happen few months ago when I visited the branch and had to call in to fix the issue. The Banker says no problem, thats what I did. I again asked for a confirmation with my wife standing next to me and this banker seems way too confident and said it should have been applied to the principal only. Next day, I login to my account and see that a portion of the money was applied to interest. Incredible! This bank needs to shut down for sure. I have another complaint opened up against them and I havent heard back. I will call now to get rid of that interest amount. Why would someone pay {$4000.00} towards the remaining {$5600.00} loan and ask for it to be applied to interest as well is beyond my scope of understanding. This is clear case of giving false information to the customer and deceiving.
Company Response:
State: IL
Zip: 60047
Submitted Via: Web
Date Sent: 2019-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: on XX/XX/2019 My sister sent me XXXX from her XXXX account that uses XXXX. She used my cell phone number to locate my account. I have had a XXXX account for more than 20 years and I Have been using this cell phone number for about 10 years. When she did the transfer I received a text to my phone saying money was transferred to my account in PNC bank. I DO NOT have a pnc bank account. I don't know where the money went but it did not come to my account. I went to PNC bank and they couldn't help me because they said they could not find an account by phone number. I showed them the text which included the last four digits of the account the money was transferred to.
Company Response:
State: FL
Zip: 33016
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-04
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Admittedly, we have had an issue with our account in the past 6 months or so mainly to do with timing of payments that were set on auto withdraw. In XX/XX/XXXX, I contacted my bank through the customer service line to see if they could give us the courtesy of maybe refunding a few of the fees we had incurred. They agreed and at the time I was thankful but now, I regret it. On XX/XX/XXXX, I had two ach transactions post to my account, one of which I was expecting and one that was not supposed to come until XX/XX/XXXX, after I got paid on XX/XX/XXXX. This left my account negative XXXX. I knew I was getting paid in the evening of XX/XX/XXXX and I would just transfer money over as I had numerous times in the past. I initiated a transfer via XXXX at approx. XXXX. Apparently, it posted sometime after XXXX, I am not sure of when as I briefly opened my banking app at XX/XX/XXXX and saw that my balance was positive. I opened my app when I woke up on XX/XX/XXXX to check my balance as I had an ACH deposit coming in this morning and saw that I was being charged two overdraft fees for the two ACH withdraws on XX/XX/XXXX. I contacted the bank via chat through their online banking a little after XXXX to find out why this happened. I was informed that any deposits have to be made before XXXX, as that is when the banks day ends. I asked when did this happen because I have done this before and never incurred fees. I also asked why I incurred two fees when I had more than enough to cover one of the ACH transactions. The rep tried to inform me of the different rules but after an hour of her saying give me one to two more minutes to look for it, I found the information. Apparently, if the charges come thru with no time or in a batch as they would from the ACH clearing house, they will process the bigger one first, thus leaving customers to incur more fees. I was told there was nothing that could be done because PNC had so graciously refunded a few fees in XX/XX/XXXX. I proceeded to contact PNC through social media because this was unacceptable to me. While I was waiting for a " Money Manager '' to call me back on my escalated claim, I was going through my account because I could not for the life of me figure out why I have been charged so many fees this week. On XX/XX/XXXX, my balance at the end of the day was {$38.00}. On XX/XX/XXXX, the first transaction of the day was a {$36.00} overdraft charge, the first of 4 for the previous day. After that charge, my balance was {$2.00}. I had three more charges after that. I expanded the explanation of the first charge and found that at the end of the day on XX/XX/XXXX, it was determined that I would be charged 4 overdraft fees for transactions that were pending and did not post to the account until XX/XX/XXXX. So, what I learned today was pending deposits do not count for you but pending withdraws count against you. When the Money Manager called me back, she was condescending and rude. She patronizingly told me that she would refund one of the fees from yesterday since I was never told that the end of the day was XXXX, but that would be it because they had given us a courtesy in XX/XX/XXXX. She also stated this was explained in the terms and conditions that I signed. I was added to this account in XX/XX/XXXX when I married my husband, I was never ever provided any terms and conditions and did not sign anything except the signature card. I called back to the general customer service line to speak with someone higher, and was pretty much told that is as high as I can go and I will not be given any refunds. I should also mention that I was told that the app balance is an " Estimate ''. Uhhh ... what??? The funny thing is the bank can see into the future and predict that all of the pending deposits will actually post but they could not see that I was going to deposit {$1000.00} on XX/XX/XXXX in cash. I feel that I was wrongly charged 4 overdraft fees on XX/XX/XXXX for transactions that did not even hit my account until XX/XX/XXXX.
Company Response:
State: VA
Zip: 23454
Submitted Via: Web
Date Sent: 2019-04-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This is a follow-up complaint on a previously filed on XX/XX/XXXX ( XXXX ). At that time I reported I was being disturbed by phone calls from PNC attempting to collect debt. The complaint was logged and I was assured in writing by PNC that my phone number would be taken off the call list. I have JUST ( XX/XX/2019 around XXXX Eastern Time ) received ANOTHER phone call from PNC. It is clear to me that PNC does not care about the people it does business with, let alone the US government. I DEMAND that my number be IMMEDIATELY taken off the call list. Should I receive another phone call from the PNC bank, I will be consulting other legal avenues available.
Company Response:
State: NY
Zip: 10037
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am trying to work with PNC. They are impossible to work with on my home equity line of credit. First and foremost, this loan was put into bankruptcy. I tried to call them numerous times in order to get a statement. I never received statements from them, and all of a sudden I receive a statement for XXXX plus dollars. I paid them XXXX a month for over 7 years, because they never stated what they wanted to be paid. I called them and asked for a hardship package. They sent it to me. I filled out the paperwork, and almost IMMEDIATELY, they send me a letter saying my line of credit is charged off. Even though after the bankruptcy they sent me an astronimacal amount to pay. They never give me any statement, even when I go into the bank to pay. Every other bank sends consumers statements stating that this statement is for INFORMATIONAL PURPOSES only, but they won't give me anything. Finally, on their application p 13/17 I authorized XXXX XXXX to speak on my behalf. Of course, when she calls, they tell her she is not authorized to speak. What is the purpose of having this page if no one even acknowledges that the person is authorized and they have to spend 20 minutes trying to get someone to speak to her.
Company Response:
State: IL
Zip: 60172
Submitted Via: Web
Date Sent: 2019-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XX/XX/2018, I contacted PNC Bank, who holds my XXXX XXXX car loan, and discussed with them, the need for a payment plan and term extension, explaining that I had a recent downturn in income and would need that in order to be able to resume payments on the car. I contacted them via phone approximately 12 times trying to work out the program, and kept getting different information, no responses, or simply had to start over because someone didn't take notes, or there were deleted notes from previous conversations, or I was transferred to different departments, or was given wrong information, hardship letters misplaced, etc. Finally, XX/XX/XXXX, I was able to get the issue situated. Since so much time had passed going back and forth with different PNC people, my account became delinquent. In early XXXX they made a derogatory report to my credit which decreased my score 60 points for being 40 days past due. It took much longer than 40 days to work through this process with PNC to no fault of my own. I would like for them to acknowledge the reason this delinquency existed was because they took so long working it out, and remove/retract the negative credit submission. The payment was for {$450.00} PNC Bank XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX or PNC Bank XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30115
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received a tax bill from XXXX County in the amount of {$300.00} due by XX/XX/XXXX. Spoke to mortgage department representative ( XXXX ) at PNC Bank on XX/XX/XXXX and asked if I should pay the bill. Representative told me PNC Bank would pay the bill because they received it. Spoke with mortgage department representative ( XXXX ) at PNC Bank on XX/XX/XXXX. PNC Bank DID NOT pay the bill. Spoke with XXXX County Tax Commissioner 's office on XX/XX/XXXX and there was a {$12.00} penalty fee attached to the account. Received second tax bill for the city in the amount of {$54.00} which has to be paid.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I spoke to XXXX XXXX EVP and Director of Customer Relations today. My first concern is I do not believe PNC Bank is fully disclosing the fees associated with their Performance Select Checking because it says on page three " Performance Select Checking No charge of PNC Exclusive Checks. '' I was told by XXXX SVP of Customer Relations it is only the Master Account that receives free checks. The fact that it is only the Master Account is a material fact and there is no reference on the fee disclosure that it is only for the Master Account. I have spent at least 4 hours on the phone to get my accounts switched to Performance Select Checking as I meet their requirements and receive my free checks. They finally agreed to provide the checks and said they were going to investigate. I requested that I should get free checks for the life of my accounts since I spent 4 hours on the phone and complained about the lack of full disclosure. XXXX refused. My second concern is that I believe I have been retaliated against and discriminated against as I have complained in the past and XXXX told me that I had complained before. It should be known that PNC Bank flags customers accounts if they complain and this information is visible to anyone servicing the accounts. Therefore if you complain your account is labeled a complainer. It should be mentioned the additional harassment occurred by XXXX XXXX EVP when she said the regulators require it. It was not until I pressed to confirm that the regulators require PNC Bank to track complaints by customer name and account number that she back tracked and said that was just part of PNC Banks robust customer complaint tracking. XXXX XXXX tried to use the regulators as justification for labeling customers as complainer and intimidate me the customer, which complete harassment. I believe if you complain you are labeled and receive poor customer service so they can get customers to leave and avoid reporting to the regulators. This is validated by my treatment and the fact that I have been on the phone for 4 hours to simply get switched into account I clearly qualify for.
Company Response:
State: PA
Zip: 17543
Submitted Via: Web
Date Sent: 2019-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A