Date Received: 2019-02-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My mother was the payee rep and guardian for my XXXX cousins. They are the nieces and nephew of my grandmother who is deceased. In the XXXX 's their parent passed and my mother took over making sure they were cared for. Last year my mom had a XXXX. In XX/XX/XXXX my mom and I went to PNC XXXX branch. She attempted to add me to the accounts for the XXXX cousins, but was told I could not be added. We would need to go to courthouse and get verification of guardianship and payee rep changed. We were afraid of closing the accounts because their social security XXXX checks were direct deposit. We went to social security and they changed me to payee rep as of XX/XX/XXXX. The courthouse had set a date in XXXX to have a hearing for both mom and me to change guardianship, but mom had another XXXX and was in XXXX. Since my mom could not go to court the courts appointed a GuardianAdLitem to represent the XXXX cousins. After she checked out everyone they granted me guardianship on XX/XX/XXXX. I have taken these papers to the PNC bank and they sent them to their legal department. When I check to see if they will allow me access so I can start a new account with me on there to pay the XXXX XXXX and nursing homes they tell me the legal dept denied me. My mom had called them several times, I have been there several times, my sister and my dad all have gone to see if we can get this changed so I can pay the people taking care of the XXXX cousins. My mom use to transfer the money to her account and write a check. Now mom passed away in XXXX and my dad is living with me and he had a XXXX. I am a single mom, work full time and care for my dad. Now they tell me that even if they do give me access they will have to issue a check to the social security office. The Social Security office worker told me to tell them no don't do that because it would take up to 6 months to get another check issued. That will be 8 months their XXXX XXXX would not be paid and I can't pay the pharmacy bills for any of their medicines. I called my House of Rep and they suggested I call a lawyer because this no right. I called the NC Commissioner of Banks and they said they would get a lawyer too and suggested I contact Consumer Financial Protection. I just want to be able to pay the facilities that my cousins are staying at for their services and for their medicines. I have no money to get a lawyer and I have missed a lot of time taking off work just to take care of them and get this straight. Now I understand why families just end up turning their family members over to the state.
Company Response:
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2019-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-14
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: The company XXXX XXXX XXXX keeps charging my XXXX year old mothers bank account auto debit. They are not authorized and we have tried numerous attempts to get them to stop. PNC bank will only do a stop payment for six months. The company often changes its name and dollar amount charged and it goes through again as a monthly auto withdrawal. This has occurred multiple times after requesting a stop payment with PNC. PNC will not allow me to disable auto withdrawal. We would only like to use this account for deposits and writing checks. PNC will not help us. When contacting the XXXX XXXX company there is no live human only a recording that you must leave a message and they do not call you back. I have written to the email address they have provided as well as the XXXX XXXX XXXX to no avail. PNC has tried to find out where our payments are being send. They are routed to XXXX XXXX XXXX XXXX XXXX who then says they are routed to another vendor. It is very frustrating. There was never a written agreement by my mother or myself which is required by law stating that these charges are to be allowed on our mutual checking account. XXXX XXXX
Company Response:
State: MD
Zip: 21224
Submitted Via: Web
Date Sent: 2019-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Concerning the PMI on my mortgage. My loan balance to original purchase price is at 77.1 %. The rules state that at 78 % or below the lender is required to cancel the PMI. I contacted PNC Bank and their response was that they are going by the original amortization table and that date states some time in 2021. Otherwise they require me to pay {$500.00} to them for an appraisal, to be performed by an agent of theirs. I do not see where this is stated in the rules. I am below the required 78 %. Can you assist in getting the PMI removed from my mortgage? Thank You XXXX XXXX
Company Response:
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2019-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-13
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: this complaint is abount pnc is reportin the wrong information. the type of problem is tring to communicate with the wrong amount of monery- I owe them.when I complain to the company, they give me the around. I have talked to XXXX at XXXX.talked to XXXX at XXXX. I have sended them information.i also talked to XXXX.
Company Response:
State: MD
Zip: 21133
Submitted Via: Web
Date Sent: 2019-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-13
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: To Whom It May Concern : I have an auto loan through PNC Bank, and I have an issue with a late payment doe to PNC Bank not setting up my automatic payments in a timely matter, and significantly longer than they stated. My PNC Bank auto loan started XX/XX/XXXX. Payments are due the 25th of each month. As soon as I received the appropriate paperwork, I sent out the following information on XX/XX/XXXX : A check for XX/XX/XXXX & XX/XX/XXXX payments - to the PNC Bank Loan center The needed paperwork to set up automatic payments from my bank account - To the processing center address Please note that these two items were sent to TWO different locations, as per the instructions PNC Bank gave my upon setup of my loan. The attached DOCUMENT 1 is the form that I filled out to set up automatic payments from my bank account. On the form, it states that it will take approximately 30 days for the system to be set up. DOCUMENT 2 is a copy of the check that I sent on XX/XX/XXXX, paying for XX/XX/XXXX & XX/XX/XXXX payments, as I was allowing for this 30 day set up period. DOCUMENT 3 shows that this check was received and deposited XX/XX/XXXX. I can also provide a copy of my checkbook register. Since I sent the check and the automatic payment letters at the same time ( XX/XX/XXXX ) I assumed that as the start date for the approximately 30 days it would take to set up my automatic payments. I assumed that a large bank with a reputation like PNC would have taken care of my automatic payments by my next payment due date ( being XX/XX/XXXX, over 50 days after I sent my paperwork in ) Towards the end of XX/XX/XXXX, I received a phone call from PNC Bank that my auto loan payment was late. Upon learning this, I immediately paid my balance, but I attempted to determine my money was not automatically withdrawn from my bank account. I have funds moving through my account all the time, and I did not notice that my car payment wasn't being withdrawn. I was also working under the assumption that I had be before, in that PNC was a professional bank and they would have been able to process my payment information. PNC Bank was not helpful to my situation. They claimed to have launched an investigation concerning my late payment, to which they determined that the payment was indeed late. However, I was not debating that the payment was late, but that it was late because PNC Bank did not process my automatic payment information in a timely matter, and thus didn't withdraw the money that I directed them to take out of my account to pay the balance of my loan. See DOCUMENT 4 for PNC Bank 's response to my dispute. After I debated this issue with PNC Bank, I received a letter dated XX/XX/XXXX, claiming that my automatic payment information was received and that they would begin withdrawing money from my account XX/XX/XXXX. I received this letter over 100 days after I sent my application, for a start date over 110 days after I expected it to start. See DOCUMENT 5 for this letter. At this point, I felt I had exhausted my options, until I found out about the CFPB. I called PNC Bank last Tuesday ( XX/XX/XXXX ) to try and argue my dispute. I spoke with multiple PNC Executives, each sending me to their superior. Most recently, I dealt with the PNC Executive Client Relations Dept, where I was not helped, but found more disturbing news. First, the PNC representative said that they were unable to prove that I sent in my automatic withdrawl form in XX/XX/XXXX, despite that all my paperwork ( that PNC Bank is in possession of ) is signed and dated in XX/XX/XXXX. Also, since I sent that form in the mail, the mailing data on the envelope would have been dated XX/XX/XXXX. Secondly, the PNC Representative claims that I faxed the form in, and that is how they received it. I did not send the form twice, and I did not fax it. I have detailed my method of sending my automatic payment information, and I DID NOT fax it. I am extremely concerned by this, as I am not sure who had control of my information during the 100 days my form wasn't processed. PNC Bank did not process my automatic withdrawl payment paperwork for my auto loan in a timely matter, causing my to have a late payment and negatively impact my credit score for something that was not my fault. In addition, I am concerned that PNC Bank did not have control of my personal information during this entire process, opening me up to potential identity theft. At this point, I would like this negative mark removed from my credit, as PNC Bank did not process my paperwork in the amount of time specified in their paperwork. Thank you
Company Response:
State: IN
Zip: 46307
Submitted Via: Web
Date Sent: 2019-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: PNC Bank screwed up our paperwork which changed our due date after we signed the loan papers. We asked for them to fix the due date but they refused and said we needed to give them extra payments in order to change the due date. We pay the loan every month before the late fee is applied on the XX/XX/XXXX but they call numerous times a day before our due date harassing us to pay them BEFORE our due date. At least 3-5 times a day on each of our cell phones which results in 10+ phone calls a day. We pay our loan every month before its late. Credit score is excellent no need to harrass.
Company Response:
State: GA
Zip: 30189
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I went to the bank After my shift was over in a XXXX I walked over to the machine I had three stacks of money the first stack was {$77.00} and that went in perfectly into my account the machine was out of receipt paper it offered to send the receipt to my email I refused because I trusted the machine to count my money and put it in the account the second time I went to use the machine I put the money in the machine it counted it it never show me how much I put in the machine and then it kept saying please wait an then the machine spit out my card and it never went in my account or was counted for .. I went to the bank after I called them first thing in the morning the woman there told me that I need to know how much money I put in there I told her that it was late and I was tired and I was drinking and I trust the machines to put the money in the account and I trust machine to count my money she just told me that she would just put a dispute in and then she told me that its my job to know how much money I have putting my account So I asked her theres no way for you guys to check the machine to find out where that missing money went and she basically told me she couldnt help me and earlier in the morning when I first called the woman hung up the phone I just feel like they were unprofessional and they didnt try to do everything they could to help me the other woman made it seem like I just lost money
Company Response:
State: PA
Zip: 19082
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I opened a PNC cash rewards credit card in XX/XX/XXXX. I opened the card along with a checking and savings account. I found an advertisement online regarding promotions for {$300.00} ( for opening an checking/savings account ) and {$100.00} ( for opening a credit card ). The CSR said she opened up both accounts and gave me both promotions, but she had some IT issues and had to get her manager to enter some information for her. I met the requirements for both bonuses and I eventually received my {$300.00} reward. However, PNC did not pay the reward for the credit card. I called numerous times to PNC in XX/XX/XXXX and eventually got to a retail escalation agent. I documented contact with XXXX XXXX at XXXX ( reference number XXXX ) on XX/XX/XXXX. She basically said that the CSR did not enter the promotion code upon opening and I did not qualify despite meeting all the requirements of that promotion ( they are still currently running the promotion ). She refuse to send me an email documenting the circumstances and I called again to another retail escalation representative and she would not send an email documenting the details either. Given the lack of transparency, I'm confident they know what they did was wrong. The CSR either lied about me not requesting the promotion or had IT or training issues. I believe that the false advertising may qualify for a UDAAP violation and civil money penalties for all potential PNC credit card customers.
Company Response:
State: PA
Zip: 15212
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I was terminated from my employer XXXX. The very next day I called my mortgage company PNC Mortgage to apply for Hardship Assistance and spoke with someone in the Loss Mitigation Dept. The HA paperwork was sent out to me and I completed it EXACTLY as instructed and after a few weeks, was told that I had been approved for a forbearance via mail. I was given a five month period to pay $ XXXX/month based on unemployment benefits and my previous income with my last month being XX/XX/XXXX. I remitted my XXXX payment only to have it returned in the form of a check in the amount of {$25.00} which included the previous months. I was told by a customer service rep that I am in arrearages of {$1900.00} + inspection fees of {$5.00}. The inspection is an unknown person surveilling my home to confirm residency. I have received numerous calls and letters teetering on harassment and the month of XXXX isn't even over yet! PNC backpeddles on their policies and they would not let me a establish a reasonable payment arrangement.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/XXXX our mortgage was sold by XXXX XXXX to PNC Bank. After being sold we were contacted by PNC Bank who stated that we were required to pay extra into our escrow because of a company policy requiring us to have a cushion/reserve. If they purchased our loan how could they change the terms that were originally agreed on? This action seems predatory in nature. However after they threatened that if we did not pay it our home could go into foreclosure we came to an agreement to pay it over 24 months added into our monthly mortgage payment. In XX/XX/XXXX we prepaid half of XXXX property taxes approximately {$5000.00}. We continued to pay our regular mortgage payment including the escrow for the entire year. In XX/XX/XXXX PNC was contacted regarding the overage of the escrow account and they refunded {$2600.00} of the prepaid taxes. I was told that they would have to do another analysis at the end of the year and they would refund the difference minus any changes in taxes or insurance rates. After numerous phone calls I was informed today, XX/XX/XXXX that they took the remainder of the funds and put it towards their escrow reserve. This I did not authorize nor consent to. This reserve should not have been paid in the first place as it was not on my original loan agreement. They intimidated us with threat of foreclosure to pay their reserve escrow and now have taken money that was not authorized to go towards that in the first place.
Company Response:
State: NJ
Zip: 07731
Submitted Via: Web
Date Sent: 2019-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A