Date Received: 2018-11-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I would like to file a complaint against PNC mortgage loan officer Mr. XXXX XXXX, NMLS # XXXX, with regards to misleading advice given during a recent loan application. My husband and I have had possession and have been living in our home since XX/XX/2012, with the intention to buy at a later date. We have paid the mortgage, which is currently in the name of my in-laws under PNC loan since our move-in date. During our occupancy, the title has remained in my in-law 's name. Deciding it was time to transfer the mortgage and title out of their name and into ours, my husband and father-in-law visited the PNC branch on XXXX XXXX XXXX in XXXX Indiana to discuss options. Upon arrival, they spoke with XXXX XXXX who put us in touch with mortgage officer, XXXX XXXX. The scenario of this being a family-to-family transfer, with details on our occupancy and title ownership were explained to Mr. XXXX, who advised that a cash-out refinance would be faster and easier to process than a conventional mortgage. He advised us to initiate a quit claim deed, transferring title ownership of the home to mine and my husband 's name would be required prior to proceeding with the cash-out refinance. Following Mr. XXXX instructions, the quit claim deed was executed through XXXX County Indiana on XXXX. Loan documents were e-signed on XXXX. On XXXX, I received a denial notice on our Cash out refinance application, due to " Terms not being met '' and immediately contacted Mr. XXXX to inquire on the details, as we had been assured over the preceding 2 weeks that the process was in order and no " red flags '' were present. On that same day, I received the following text from Mr. XXXX : " Hey XXXX, I've got different news than I think either of us was expecting. Because of title seasoning requirements ( which were not well enough defined considering yourself and XXXX 's scenario ), the UW are going to deny the refinance + cash out. Option 1 ) proceed as a conventional purchase. Might be a better/more direct solution. Interest rate will be lower on your end and funds from equity would be distributed all at closing. We would need a purchase agreement between both parties should agreed purchase price. Once we have the purchase agreement and new application e-signed, I can take care of the rest. Option 2 ) wait 12 months until the title seasoning is met. '' Later that evening, I emailed Mr. XXXX to ask about how the deed, having been transferred to my name under his advisement, would affect my application for a traditional mortgage. On Thursday, XXXX, I received another text message from Mr. XXXX stating : " One thing for sure ( you're not going to like me ), if XXXX 's parents were completely removed by the quit claim deed they will need to be put back on. I'm coming up with a few purchase scenarios/loan types to send over, along with a blank purchase agreement. '' Later that afternoon, I received a telephone call from Mr. XXXX, informing me that the deed transfer would, in fact, affect my ability to apply for a conventional mortgage with PNC. When asked about options for transferring the deed back into my in-law 's name, he informed me that this would most likely cause a " red flag '' when performing a title search as part of the underwriting process and advised that we not change the deed, and that the deed would need to be in my name for a minimum of 6 months in order to process a conventional mortgage application. In that call, he advised that there was no further action available to us to continue the process with PNC and advised me to seek out another lender. This is infuriating, having provided full disclosure that this was a family-to-family transfer during the initial conversation and following his advice regarding the quit claim deed. His failure to evaluate all of the details provided to him ( he was informed from the initial conversation that this was a family-to-family transfer of title and multiple times thereafter ) have resulted in pure frustration for the PNC mortgage process and left me without options. Additionally, there seem to be multiple inconsistencies in the information provided by Mr . XXXX. ( see from the above Mr. XXXX advised both XXXX and XXXX time periods for title seasoning ). While I understand that errors can happen, Mr. XXXX 's gross negligence and advice that I must now " find another lender '' is unacceptable. Due to insufficient research and incorrect advice given by your mortgage employee, I am now stuck in a holding pattern until title seasoning is complete. To this point, I'm still not certain the required amount of time, as I've received 2 time periods from Mr. XXXX. His oversight and incorrect advice have now caused significant delays, not to mention many hours of work on my time to investigate mortgage underwriting laws which should have been apparent to an employee conducting mortgage origination and offering advice.
Company Response:
State: IN
Zip: 461XX
Submitted Via: Web
Date Sent: 2018-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-10
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: XX/XX/2018 ( Monday ) Complaint against PNC bank FTC Identity Theft Report Number : XXXX On XX/XX/2018 I brought promotional offer that I received from PNC bank to open brand new consumer checking account. I have verified with this branch located at XXXX XXXX XXXX XXXX Washington DC XXXX for promotional offer before I open new accounts. A staff at front desk told me that I can receive both {$300.00} personal checking acct bonus and {$200.00} business checking acct bonus. Then he asked a sales associate named XXXX XXXX to assist me. XXXX XXXX has asked all my personal information such as name, residential address, social security number, driver 's license number, phone number, email address, PIN number. I showed two proof of ID per his request. However after he obtained all my personal identity especially social security number and driver 's license number, residential address etc. Then he told me he was unable to open new personal account. I questioned him why. But he can not tell me the reason. For the same information I provided, I can open checking account with other banks in the past. At this time, since he can not open new account and I am NOT PNC bank 's customer, I asked him to completely delete my personal identity from XXXX bank 's system in order to protect my identity. Under my 3-4 times asking including to call his branch manager, he still refuse to delete my identity and information. I was extremely upset by telling the staff at front desk to purge my personal information plus pay my damages. I have filed a FTC identity theft report with reference number XXXX.
Company Response:
State: DC
Zip: 20016
Submitted Via: Web
Date Sent: 2018-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I called PNC Bank to open a dispute for the full amount ( {$220.00} ) of a transaction that posted to my debit card on XX/XX/XXXX. On XX/XX/XXXX, I received a questionnaire in the mail asking for an explanation " describing the nature of your dispute, and the dollar amount of the error. '' I mailed back the attached explanation the following day. On XX/XX/XXXX I received another letter asking for a copy of a receipt or billing statement. I called to inform that I don't have a receipt or billing statement. This was clearly indicated in the written explanation I had mailed earlier. On XXXX I received a letter informing me that my claim had been denied. I called, and was told the claim was denied because a receipt would be necessary to process a partial amount dispute. I was confused because I was disputing the full amount of the transaction. The representative told me the dispute was opened in the system as a partial dispute, and I should have noticed that the incorrect amount was temporarily provisioned back to my account. I countered by saying that in my written explanation I had indicated a dollar amount of the error that was the full amount of the transaction, which clearly no one read at any point. The rep refiled the dispute, and told me I may be getting additional questions in the mail. I became concerned that I already received a questionnaire to which I responded previously, and would not want to be receiving the exact same questions again. The rep assured me that all documents from the original dispute would be transferred to the refiled dispute, and I should only receive requests for new information. Sure enough, on XX/XX/XXXX, I received in the mail the exact same template questionnaire I had received the first time around. I mailed back the exact same explanation ( attached ).
Company Response:
State: WI
Zip: 53703
Submitted Via: Web
Date Sent: 2018-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-09
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I am executor of my mother 's CD account. She had added 3 beneficiaries to her CD ( me, my brother and sister ). When she passed away recently, I tried to close the account and have three checks made out to the beneficiaries, as per my mother 's wishes. The bank refused to give me the three checks, even though they had been issued and were sitting in front of me, unless we provided them with a signed, notarized letter from each beneficiary requesting that the account be closed and checks issued to the beneficiaries. Mom had accounts at 10 different banks and/or savings and loans and this is the only one that required this additional information.
Company Response:
State: IL
Zip: 60124
Submitted Via: Web
Date Sent: 2018-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-09
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: This all started on XX/XX/XXXX I woke up and my PNC Bank account was negative 110.00 due to my car payment. I used money they had left and even had to borrow money to take my account out the negative so I wouldn't be charged an overdraft fee I couldn't afford. The last time I checked my account was XXXX that day just to make sure everything was fine and it was. Next day I get an alert saying my account has been overdrawn and I'm initially confused because I haven't used my card for anything since Saturday and everything processed on Monday so what else could it be. I see I had a negative charge of about XXXX dollars which wouldn't have been a problem cause I would have just added XXXX to my account to bring it back positive again yet I was charged a XXXX overdraft fee on top of the XXXX that I went out my way to avoid the previous day. When I called PNC bank that morning I spoke with a representative that told me the XXXX comes from my car payment but that didn't make any sense because my {$430.00} car payment was processed on Monday which caused my account to be -110 why wasn't the extra XXXX just charged on Monday making my account XXXX and I could have deposited XXXX or more on Monday XXXX instead of -110. So I explain that to the rep and I also explain that I just took my account out the negative the previous day buy depositing money and when I checked my account after work at XXXX my account was fine so what happened overnight that made me negative and charged a fee. At worse I should have been charged XXXX and given a chance to add money to bring my account out the negative but instead I was charged an overdraft fee right away after going to bed thinking my account was fine. The rep seemed to agree and did more research on it and even had to put me on hold for about 10 minutes because even he was confused. When he came back he kept inferring that it was a charge from Monday which I kept explaining why it made no sense from my standpoint and he then later tried to refund the overdraft fee for me but it was declined. He then told me he would have the manager from the overdraft department call later that day of XXXX or tomorrow XXXX. The manager did end up calling me on XXXX early in the afternoon and I explained to the same situation I explained to representative before her who was also way more helpful and she just seemed disinterested. I explained that I took all precautions to make sure my account wasn't negative to avoid a fee and how I'm not able to afford a overdraft fee. She gave me the run around and tried to justify the overdraft fee even after I explained how it didn't make sense and was bogus/unfair, she still didn't take anything I was saying into consideration but instead suggested I keep money in my savings account or apply for a credit card through PNC. At this point I got frustrated and couldn't understand why she make this big of a deal about XXXX dollars and refund me the fee and I just pay the XXXX dollars I needed to pay especially when I made a legitimate case that made way more sense than me being charged an overdraft fee for something that I guess was just partially processed on Monday and made my account negative overnight on Tuesday giving me no chance to fix that before I work up early Tuesday morning at XXXX with a {$36.00} fee. I mentioned I would fight this because PNC does have a recent history of being sued for overdraft fees like this and have 2 recent class action lawsuits against them for this very reason. My mother who also banks with PNC has gotten payouts over 1000 dollars twice due to joining the lawsuit. I have had a fight with PNC is the past just about a year and a half ago and refunded me over 100 dollars in fees. What transpired with me is shady and just down right ridiculous especially when you can see the deposits I made in my transactions to bring account positive. You can see I didn't just let my account go and made an effort and did bring my account back to a positive status until whatever happened Tuesday night/morning. PNC didn't even give me a minute to bring my account out the negative before charging me with a fee. Calls are recorded so if they need to relisten or anything they can cause everything I'm saying is legit and makes no sense you would want to irritate a customer over {$36.00}. I have friends who bank with other banks and work in banking and they never have to go though this to get a fee waived especially when they have a legitimate reason.
Company Response:
State: DE
Zip: 19720
Submitted Via: Web
Date Sent: 2018-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Overdraft fee occurred while my account was in positive standing. Generally, when my account goes into negative, I can see it that day and bring it to a positive standing in the same day IF the deposits are made before XXXX. This time, my account was in the positive on XX/XX/XXXX, but an overdraft fee was applied to my account on XX/XX/XXXX.
Company Response:
State: GA
Zip: 30329
Submitted Via: Web
Date Sent: 2018-11-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-08
Issue: Fraud or scam
Subissue:
Consumer Complaint: XXXX $ has been taken by PNC bank from me on XXXX XX/XX/2018. They also know that I have been a victim of fraud but they aren't helping in any possible way. I am an international student on loan and I have lost everything because of PNC.
Company Response:
State: NC
Zip: 27606
Submitted Via: Web
Date Sent: 2018-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-08
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XX/XX/2018 I desposited my school refund and a cashiers chque in the total of amount of {$47.00}, XXXX. The monies were available for more than thirty days which my bank PNC then determines the cashiers check was fraudulent and took all the monies back with out an investigation. Are banks insured by FDIC? Never in my life have had a check bounce. How will my bills get paid? PNC took all money back and spoke with an investment bankers who said they were not suppose to go in my account and do that without an official investigation.
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2018-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX, I am notifying you in writing of the ongoing issue I am having with PNC. On XXXX-XXXX-18, check # XXXX was cashed for {$7500.00}. The balance owed to PNC Visa was {$1500.00}, an overpayment of {$6000.00}. I was the one that caught this error, not PNC. After speaking with many people in the escalations department and local assistant branch manager, XXXX XXXX PNC, I received notice ( in writing ) that the {$7500.00} was returned to my account. For statement ending XXXX-XXXX-18, I received a statement for charges made to my Visa for {$4800.00}, which would have been about 3 months of charges and was almost accurate with credits for past due and finance charges needed. The issue is that on XXXX-XXXX-18, check # XXXX was cashed again for the 2nd time, without any notice. The 2nd problem is that this {$7500.00} payment has not been applied to my Visa account. The {$7500.00} has been removed from my checking account but not applied to my credit card. No one can tell me where the funds went. I spoke to XXXX XXXX on XXXX from XXXX to XXXX, she assured me that this would get this resolved in a couple of days and that she would touch base with me on Friday, XXXX. I did not hear from XXXX on XXXX, so I called and left a message at XXXX on XXXX. She did return my call later that day letting me know no progress has been made. As of today, XXXX, I left XXXX another message at XXXX, no progress or any kind of resolution has happened to my missing {$7.00}, XXXX. XXXX. This is the worst customer service issue I have ever experienced. After having a 28 year experience with PNC, my disappointment and frustration is at an all -time high. I expect immediate resolution of this issue. I have spent hours trying to resolve this issue with no success. I would like the {$7500.00} returned to my checking account, all late fees/finance charges removed, and an accurate statement of the charges owed on this Visa account. I will pay the balance immediately once Im satisfied that the {$7500.00} is returned and WILL NOT BE removed again.
Company Response:
State: IL
Zip: 62704
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I closed my checking account on or about XX/XX/2018. My XXXX pension check was sent to the bank ( direct deposit ) and received XX/XX/XXXX. Instead of sending the check to me at my home address, the bank ( having rejected it ) sent it back to XXXX, which then sent it ( hopefully -- it hasn't arrived ) to me. This roundabout way of fund transfer is unacceptable. Why must I ( a XXXX citizen on a fixed income ) be forced to wait extra time for a check -- especially a fairly large one? This policy is discriminatory and must be changed. Thanks.
Company Response:
State: PA
Zip: 15212
Submitted Via: Web
Date Sent: 2018-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A