Date Received: 2018-11-18
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Dear CFPB Representative, I was contacted on XX/XX/2018 at XXXX by PNC bank and informed of fraud on my debit card. The bank froze my debit card and issued a new card with a new number. The new card was issued under a different, real person 's identity ( valid name, DOB, SSN, etc. ) but linked to my account and funds. The error was found several weeks later on XX/XX/2018 when I went to a physical branch office and asked for confirmation of the card 's activation. PNC was unable to resolve the situation during the visit ( 2hrs ) and recommended that I remove funds from the account but leave it open. I was unable to remove funds due to pending payments from the account. During the visit my wife and I were able to see ( shared with us on screen ) and hear the other party 's personal information being exchanged including name, DOB, SSN, account numbers, and PNC identification numbers. I have no documentation of this event because it occurred within PNC 's host framework and no documents were printed or distributed to us.
Company Response:
State: VA
Zip: 22203
Submitted Via: Web
Date Sent: 2018-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-18
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I purchased a XXXX mixer from XXXX on XX/XX/18 on a 5 installment plan. {$90.00} was to be charged when the item was shipped however they charged {$90.00} once on XX/XX/XXXX and seven times on XX/XX/18 for a total of {$720.00}. I purchased the item on my debit card so this amount was taken from my account and made inaccessible. The item has not yet shipped so nothing should have been charged at this point.
Company Response:
State: MD
Zip: 20912
Submitted Via: Web
Date Sent: 2018-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-16
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I opened a " Virtually Wallet Spend '' account at PNC Bank on XX/XX/XXXX. This account was to be fee free if certain depository conditions were met. I satisfied those conditions and incurred no fees until XX/XX/XXXX. At that time and each month subsequent through XX/XX/XXXX a {$7.00} fee was charged to my account because I did not meet a minimum balance requirement of {$500.00}. The total amount charged to my account has been {$100.00}. I contacted the bank to complain and demand a refund of these fees as I did not receive notification of the change. They explained that the fee structure change was included in my XX/XX/XXXX monthly statement. In their opinion, that was notification. I am of a different opinion. I have paperless statements. I do not receive statements by mail and I do not receive statements by email. Instead I receive email notifications that my statement is available on their website.The following is the message portion of the email received XX/XX/XXXX : The Online Statement for the account listed below is now available for viewing. To view your Online Statement, you must sign on to PNC Online Banking and click on Online Statements. This statement will continue to be available for up to 7 years through Online Banking. If your e-mail address has changed or will change, please update our records by selecting the Customer Service tab in Online Banking and clicking Online Statements E-mail. If you have not done so already, please add the sender of this e-mail to your e-mail address book to ensure ongoing reliable delivery. Thank you. There is absolutely no reference to a change in fee structure in this message. The question may be asked why I don't look at my statements? In the time between opening the account to the first fee being taken, I had initiated 9 transactions. The last three were inter-account transfers in response to notifications of inactivity from PNC. Certainly they then were aware that this was not an active account. Certainly they had the ability to communicate directly with me when the circumstance suited them. Clearly they would prefer to fee me than notify me of the change. It should also be noted that I maintain an interest bearing account that had more than {$500.00} in it. I received XXXX cents of interest in XXXX on it. In XXXX I have received another XXXX cents to date. I will note that aside from inter-account transfers, I have had one transaction in this account since opening it on XX/XX/XXXX. It is unreasonable and unethical that account term changes be communicated in any fashion other than DIRECTLY with the account holder. This should be done by first class mail in my opinion, but at a minimum, in an email that succinctly summarizes the changes occurring and a revised account agreement. Burying it in an electronic statement that needs to be retrieved from a bank 's website is an invitation to abuse of numerous deposit holders who have no reason to expect any changes or transactions such as myself, or others who do not have the wherewithal or access to obtain their statements even if they elected, frequently with inducement, to receive their statements electronically.
Company Response:
State: OH
Zip: 44105
Submitted Via: Web
Date Sent: 2018-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Since living in XXXX, I have had numerous issues with the PNC at XXXX in XXXX. The latest is that they tacked on an {$85.00} fee as this is the 'second year ' that I have had this credit card and they charge every year except the first, according to PNC . However, I had been with PNC in XXXX for 6 or more years and had had the same card all that time, with no fees tacked on at all. I had an excellent relationship with the PNC in XXXX, XXXX, and had no problems with them. I believe that they are fleecing me over here - my friends who are with other banks think that maybe PNC over here has financial problems, or perhaps that they are taking advantage of me because they know about my funds at another financial institution. You have not yet helped me with this bank, and I believe that they are taking advantage of me. Also, I am XXXX years old, and should be protected by someone.
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2018-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-15
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: PNC Bank ; Personal Checking Account ; Monthly Fee Issue. I have signed up a checking account at PNC with work banking relationship. I was told the only requirement to have to waive monthly fee is to have a minimum balance of XXXX. I always have met the requirement. On XX/XX/XXXX I was charged the fee, by calling the customer service rep on XXXX I was able to get the fee refunded. In addition, the rep confirmed it was caused by a system error, and as long as I keep XXXX I will not be charged. Fast forward to today ( XXXX ), I logged my online banking and I have found out that I was being charged by monthly fee on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX with {$15.00} each. I called the online banking department and explained my concern. The rep was able to refund me one fee of {$15.00} and told me I was given wrong info and they can not refund me other 3 fees totaling of {$45.00}. Subsequently the rep helped me to switch to a different product which only need {$500.00} average balance to waive monthly fee. Please see attached pic of all the transactions.
Company Response:
State: NJ
Zip: 07030
Submitted Via: Web
Date Sent: 2018-11-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-14
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: The way the bank posts transactions is highest dollar amount to lowest so they maximize the overdraft fees I had 3 transactions post one of them I was short by about 40 it was an automatic payment that I forgot was coming out if they had post transactions from lowest to Highest I wouldve paid one {$36.00} overdraft fee but instead they did highest to lowest so I got charged three {$36.00} fees they are maximizing fees and taking advantage of consumers who run short
Company Response:
State: PA
Zip: 19148
Submitted Via: Web
Date Sent: 2018-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am writing now in hopes to receive your help. Presently I am working on examining my credit, paying down my balances, and pursuing better credit worthiness. You play a vital part in this process. I am asking about the account number referenced in this complaint. I see you have reported me 30 days late to the credit bureaus ( XXXX, XXXX and XXXX ) on XX/XX/2018 and I am submitting this to have this remark took back. I had believe I had made all my payments on time, the only thing I could imagine, is that my statement didn't get to me in time.
Company Response:
State: NY
Zip: 11205
Submitted Via: Web
Date Sent: 2018-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-13
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have have a Home Equity line of credit for about XXXX years. with PNC bank. This past XX/XX/XXXX, I do not receive my monthly statement. I went into the bank and they said because everyone was assigned a new account number, a lot of statements did not go out. The next month - still no statement. Next month - same thing. Finally the main office at PNC XXXX / XXXX said anyone who had a past bankruptcy on their record, was not getting statements at this time - the problem would be fixed soon, they said. 9 months later - still no statements! I have no idea how my payments are being applied, what my balance is - nothing! A recent call, they told me their legal team has been working on special wording, that needs to go on the statement, of anyone with a previous bankruptcy - and they still have not figured out that wording! Can they withhold statements on my loan??? My loan is variable interest. and recently the interested almost doubled and I had no idea until I went to pay my loan. No one notified me! I am contacting a lawyer to see if we can have a class action lawsuit as well.
Company Response:
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2018-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-13
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Hello I bank with PNC Bank and on XXXX XX/XX/2018 my account was hacked by XXXX without my permission and they took {$1700.00} worth of charges on my account and they cashed out via Cash Advanced my issue is that my bank didn't let me know that there was 4 charges of {$490.00} deducted from my account can you help me with matter.
Company Response:
State: PA
Zip: 19131
Submitted Via: Web
Date Sent: 2018-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Just check XXXX XXXX and notice there is a breach on my Credit report concerning XXXX XXXX! I don't have an account with PNB bank in XXXX! This is a fraud account and there was Identity theft in XXXX due to my social security number being compromised for many years! I have fraud alerts on my accounts but somehow this error slipped thru the cracks! I want all the credit companies to be aware which they should have been and remove any negative activity because this is affecting my score! Sincerely, XXXX XXXX XXXX! ****Please remove this name called XXXX XXXX XXXX XXXX my files, this name is being used for Identity theft purposes and is fraudulent. Keep the credit companies and consumer reports aware as well! Thank you!
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A