Date Received: 2018-12-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On or about XX/XX/XXXX, PNC stated that it had declined my loan modification because I had had 4 loan modifications in the past and that number is for the life of the loan I am therefore never again eligible for a loan modification again per PNC. PNC has FAILED to provide through CFPB 4 ( FOUR ) loan MODIFICATION AGREEMENTS signed by me since the INCEPTION OF THE LOAN on or about XX/XX/XXXX. PNC FAILED to attach any policy which supports its decision not approve my loan modification per policy. I HAVE ASKED FOR COPIES OF POLICIES ON MULTIPLE OCCASIONS. POLICY SHOULD BE MADE AVAILABLE FROM AT LEAST XX/XX/XXXX, THE MONTH I INITIALLY APPLIED FOR THE LOAN MODIFICATION.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: in XX/XX/XXXX I became delinquent on my mortgage. I was offered a HUD loan and accepted as it was my only option. I have since asked to be provided documentation in regards to that loan ( ie. an itemized list of all charges to be included in that loan, documentations that I signed. ) I have not received that. The mortgage became delinquent again and starting in XX/XX/XXXX I started paying additional on my mortgage each month this continued into XX/XX/XXXX. Although it was written as one check ; I fully expected that the additional would appropriated accordingly. Instead it was placed and held in a " suspense account '' to the tune of almost {$10000.00} over the years, of which I knew nothing about. Some was credited to my escrow account ; Which created large surpluses that WERE NOT REFUNDED back to me, but again placed into a suspense account. examples below : XX/XX/XXXX - {$1200.00} Surplus Placed into a suspense account XX/XX/XXXX - {$1700.00} Surplus Placed into a suspense account XX/XX/XXXX - {$960.00} Surplus Placed into a suspense account XX/XX/XXXX - {$900.00} Surplus Placed into a suspense account In addition to the above I paid roughly {$5000.00} more that was credited to the suspense account. The statements that I was given by PNC Mortgage after demanding an audit of my account show no disbursements from this mysterious " suspense account '' that I knew nothing about, and never received so much as a statement for. I have in-fact contacted PNC on numerous occasions. Most recently I was referred to their executive client relations team. In the 5 months since I was put into contact with t Executive Client Relations they have offered nothing but excuses, and outright misinformation at all levels of their firm as to a solution to the problem. When faced with specific instances of violating consumer protections the conversation turns cold, or they inject other misinformation to further muddy the waters. It is my understanding that PNC is in violation of the Prompt Crediting Under FRB Rule as well as Prompt Crediting under Dodd-Frank, TILA Amendments and CFPB Regulations. As well as numerous others. If accepted the partial payments ( ie. payments less that the periodic amount ) should have been placed into a unapplied funds account/suspense account. The " funds must be applied from the suspense account when the amount in suspense is equal to or greater than a periodic payment '' It is my hope that working together we can reach a solution, and prevent this from happening to consumers in the future, and help those that may have similar experiences.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60506
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I am receiving unwanted ads regarding PNC bank for credit cards. I have attempted to have them stop sending me these offers. They want me to provide to their automatic opt out line, my social security number. Why would anyone put one ; s social security number out there on an automatic line. They will not allow any other way to remove myself from these offers. I can not believe as the government you are allowing PNC to prevent consumers from being removed from their list using alternative methods besides the automatic. Like being able to speak to a live person. While every other institution allows one to actually speak to a live person and they do not ask for our social security number. I need my name and address to be removed from their list. I need you as our government to get involved. Before we have another identification crisis on our hands.
Company Response:
State: FL
Zip: 34990
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/18, I attempted to deposit several checks into my business checking account at the PNC ATM located at the drive up portion of the PNC Bank located on XXXX XXXX XXXX in the XXXX neighborhood of Washington, DC. When I first attempted to deposit my checks, the ATM spit them out and asked me to redeposit them. I redeposited the checks and the machine began making loud noises and the door on the machine that accepted the deposits started opening and closing. It did this for about 5 minutes and the machine went out of service and then came back online, but it did not give me any images of checks being deposited, nor did I receive an email from PNC regarding my deposits being accepted by the machine. There was a car behind me and I drove away from the ATM to allow the other driver to use the ATM. However, I understand that driver also had issues receiving funds they chose to withdraw from their account. I then called inside the branch to report what had happened to me and also to the driver behind me. I went inside the branch and told them what was going on. I was directed to speak with a woman named XXXX XXXX, who had me to give her information about the deposit. I had maybe 15 checks or a little less that were deposited, but I told her I was unsure of the total amounts of each check, but that I had signed each of the checks and they were made payable either to my business, called XXXX XXXX, to XXXX, or made payable to me, XXXX XXXX. I estimated the amount for the checks in total exceeded {$4500.00} and I now believe they exceed {$5000.00}. The checks are tuition payments from parents who XXXX XXXX XXXX. I then asked Ms. XXXX when the ATM was going to be services and she told me that she did not know because it belonged to an outside vendor. I told her that was an unacceptable answer because she seemed to be a person of authority at the bank and should know that kind of information. Ms. XXXX then told me she would follow up with me the next day, but did not and several days have gone by with no resolution. Meanwhile, the checks are still outstanding and have not been credited to my account and I need to have them credited and accounted for ASAP. I am able to give some identifying information as to the amounts of most of the checks and the payors. However, I believe that at this time, the checks should have been retrieved from the machine or at least the vendor should have been notified. I was not given the name of the vendor when I reported this issue. At this point, I need to be made whole with the checks being retrieved from that ATM, the checks being deposited into and credited into my account, and images of the checks sent to me via the email preference I have set on my account to be able to retrieve images. Apparently, PNC banks in the DC area frequently undergo issues with their ATMs ; 2 nights before that, I was at the ATM for a PNC bank located on the XXXX XXXX of XXXX XXXX XXXX in Washington, DC and while I attempted to use one of the outside ATMs to make a deposit, another customer was trying to use the other to withdraw funds. The other customer NEVER got her money and when I attempted to get into my account, the ATM machine I used NEVER as able to take my PIN number. Overall, the matter with the XXXX PNC should have been resolved by now. I want my money ASAP. I can be reached anytime for follow up or via email. This is regarding my ATM debit card number ending in XXXX. The phone number to the PNC XXXX branch is XXXX. The reference number to this issue is XXXX. Thank you, XXXX XXXX
Company Response:
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-09
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XX/XX/2018 I made a deposit of {$120000.00} from my attorney with an attorney trust account check. On XX/XX/2018 I was charged ( 3 ) {$36.00} NSF fees even though my account was not overdrawn. I believe that since PNC held funds availability on this deposit, it caused items to be uncollectible. The funds were ultimately released and the deposit cleared with no issue. No sure why I was charged three fees when I did not overdraw my account NSF or uncollectible.
Company Response:
State: FL
Zip: 33484
Submitted Via: Web
Date Sent: 2018-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I received a overdraft fee from Pnc Bank, when I have a line of credit. The line of credit was not used nor was the funds in my other savings account.A {$36.00} fee was placed on my account for a mistake made by the bank? I would like the fee to removed and added back to my account.
Company Response:
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2018-12-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was looking to reserve a personal home for a vacation on XX/XX/XXXX-XX/XX/XXXX and I found a space online. I exchanged some emails, phone calls, and a contract with the alleged homeowner and agreed to a {$730.00} rental with a {$300.00} refundable damage deposit. The individual requested I specifically use XXXX to transfer the funds and on XX/XX/18 I transferred {$1000.00} and on XX/XX/18 I transferred the remaining {$35.00}. As the weekend approached I reached out to the individual a few times with no luck and I started getting very concerned that I had been frauded. I was able to briefly get in touch with the individual, and asked for a refund per the contract but I was never given a refund nor given the promised accommodations. I filed a complaint with PNC bank to dispute the payment but they denied the complaint.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2018-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-07
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I opened an account on XX/XX/2018 online and was approved for a Virtual Wallet with Performance Select account to take advantage of the new account online rewards up to {$300.00}. The establish total qualifying deposit of {$5000.00} or more to the new account. Also I would need to make at least 10 purchases with PNC Bank visa Debit card linked to the new account. The new account was funded with {$2000.00} via bank transfer from my XXXX XXXX XXXX XXXX savings account # XXXX. I was unable to deposit the entire amount online per their initial deposit online statement so I was waiting to receive my new banking information to deposit the other {$3000.00}. I had also gone ahead and set up my biweekly payroll direct deposit to ensure that I met the qualifying deposit stipulation of this new account. I printed off the approval email sent to me from the bank and received my ATM card on XX/XX/2018. I called the number on the card to activate which per the recording this was set up without any problems. I followed the prompts to get assistance in setting up my online banking and heard the recording say that I had a XXXX balance in my account. This prompted me to request to speak to customer service to determine why and get further clarification. I was on hold 30 minutes before being able to speak with a live person. I was then transferred to 4 different departments and neither area gave information about why I was being transferred so I had to repeat the same question over and was placed on hold each time. After 45 minutes of this, I had to hang up and return to work figuring I would just follow up once I was off work. When I dialed back to XXXX and attempted to put my ATM card information in to again follow the prompts it did not recognize any of my previous information that I had put in as identifying information. I then proceeded to call the number that was on PNC website and was greeted by XXXX in Retail Escalation group and was told that my account was now closed b y PNC. When asked why, she said that PNC did not have to give me a reason and it was closed with no further notes to advise and I would receive a letter and hung up the phone. I called back and spoke with another person by the name of XXXX who advised me to go to a PNC bank because she couldn't see my online account and would not be able to help me. I advised that I was trying to determine why this account was now closed since I had already had my upcoming payroll information set up for direct deposit and I needed to know what happened so I could fix it. She said there was nothing further she could provide and the bank can approve and then decide to later close your account for no reason at all and not required to provide customer with a reason. I went o my local PNC bank on XXXX XXXX XXXX in XXXX, GA and asked to speak with a personal banker and was told that I could speak with a teller instead. When I asked the young lady to look into my concern, she confirmed the account had been closed at this time and I would receive a letter in the mail but since I was there she could print it off for me as a reference. She also said if I had any further questions I could contact the phone number listed on the letter provided along with the reference number. I called and was told that there was no additional information that they could provide, PNC just decided to close my bank and didn't have to provide me with any reason. The rep also added that any monies owed to me would be sent in a certified check and I was to give the ATM card to the teller at that time. With all this being said, I know that my credit worthiness is not an issue and I've never had any business relationship with PNC that I'm aware of so not sure what may have or may not have happened after I activated by bank card and I wasn't able to get any answers from any PNC associate. Fast forward to XX/XX/2018, My account was closed for no apparent reason but I receive another email from PNC about how to obtain my {$300.00} cash reward for opening a new PNC Virtual Wallet with Performance Select account. ( Please see attachments provided as proof of account information )
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I open this home equity loan inXXXX is still owe {$25000.00} the loan amount was {$29000.00} and I been paying on loan for 8 years of more which I pay from $ XXXX {$200.00} each month .have not missed any payment
Company Response:
State: MD
Zip: 21218
Submitted Via: Web
Date Sent: 2018-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I filed for and completed our chapter XXXX bankruptcy plan and received our discharge papers. PNC Bank holds our second mortgage and is showing our account as being behind 1 payment behind after completing the plan. After several requests PNC completed the " Notice of Final Cure Payment '' and it shows that our first post petition payment was due on XX/XX/XXXX. My wife have made XX/XX/XXXX payment, XX/XX/XXXX payment and are going to send out XX/XX/XXXX which is due on the XX/XX/XXXX. There is no way that we can be behind after completing the plan and the fact that the cure notice confirms this is disgusting that PNC will not rectify it. If there are delinquent monies with our loan, PNC should have addressed them with the bankruptcy court prior to completing the Final Cure Notice. Now that we are no longer under the protection of the courts, they are claiming that we are behind. I have made about 15 phone calls and have spoken to many of representatives from PNC, but no one has any authority to make this right. The last person that I spoke with was a XXXX XXXX at XXXX. He explained that PNC 's attorney would reach out to our Bankruptcy attorney to figure things out. My attorney has called them several times but no one will call him back. My wife and I can not continue to pay a lawyer for making phone calls and sending out letters because our mortgage company does not have their act together.
Company Response:
State: FL
Zip: 32738
Submitted Via: Web
Date Sent: 2018-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A