Date Received: 2018-10-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Since XX/XX/2018, I have been trying to inform PNC Bank that someone had used my card without my knowledge or consent. Somehow, PNC allowed the account to go over its credit limit by over {$4500.00}. The balance due is set at {$11000.00}. I duly informed them that someone had accessed my account and reported it to them, however instead of investigating like they said they would, they just proceeded to list me as a bad debt on the three credit bureaus. I have identify theft coverage through my insurance company and was waiting to hear their decision, but they never gave me one and have penalized me on the credit bureaus rather than assisting me with a clear case of identity theft.
Company Response:
State: IN
Zip: 46062
Submitted Via: Web
Date Sent: 2018-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-16
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: CFPB : I receive statement monthly for bank but never received XX/XX/XXXX statement but was told account was delinquent and behind. However they said they will send statement so I can see charges. However we are concern because you recently ruled on a matter, in regards to XXXX XXXX where I was the sole beneficiary of my wife 's account and said a non custodial party was allowed into account.
Company Response:
State: HI
Zip: 96706
Submitted Via: Web
Date Sent: 2018-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: I have complained about PNC Bank previously for the same problem, but then fractured my spine and did not feel well enough to follow through with my same complaint. Please look it up as they are doing the same again. Whenever I close my VIsa Travel card and have a {$0.00} balance, when they open the new card, it also has a {$0.00} balance, but then shortly thereafter they take a purchase I made on the previous card and put it on the new card WHICH I HAVE NOT USED YET. They say that it was for something that had not been paid, but I know that I had paid off the previous card in full. In addition, they hide all my transactions from me, from the previous card and the current one, so that I can not track any purchases on line. I do not use paper statements. They have done this over and over. I am retired, but even if I weren't, no-one should have to deal with such behavior. They will also delete a purchase that I paid for on a previous card so that it only shows up once.
Company Response:
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: In XX/XX/2018, I spoke to XXXX XXXX ( PNC bank rep ) and regarding the service fee charged to my account. XXXX was able to reversed the service fee charges and informed me that the account needs to have XXXX $ minimum balance to avoid being charge again. Hence I made a deposit on the same day ( XX/XX/XXXX ) which gives me a balance of XXXX . But 3 weeks later I get the bank statement with the service fee charge again. Talked to several PNC rep ( XXXX XXXX, XXXX XXXX, XXXX XXXX ) but they are just a waste of time to deal with. I made an typo error in the address change and they informed me that it takes 3 business day to update the address change and can not do any thing until it is updated in their system : Ex 123 AbcAve => should be 123 Abc Ave. In this day of business and technology where information is updated in split seconds, it should not take 3 business days to update the correct address, especially when there is email and text message to verify electronically. I realized PNC bank does not have a good business practice and need to file a complaint. But PNC does not have formal form or procedure to file a complaint, hence no documentation or transparency of complaint is maintained. This is a " Pretty Nasty Company '' ( PNC ) business practice.
Company Response:
State: CA
Zip: 92683
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: PNC changed the order of transactions to allow a pending charge of $ XXXX XX/XX/XXXX to pull from the avail account balance before two charges {$2.00} & {$1.00} that were pending 1-2 days prior to the {$20.00} charge and have already posted to the account. Therefore causing two unnecessary overdraft fees of {$36.00} each to be charged to my account on XX/XX/XXXX
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a Home equity line of credit with PNC Bank. The minimum payment increased 30 % from XXXX to XXXX. The current balance is {$22000.00}. The new minimum payment is {$450.00}. There are 86 months left on the repayment. If I would make the required minimum payment, the loan would pay off in 55 months. I typically pay more than the minimum but i should have the payment flexibility agreed to in the original note. PNC could not give me an adequate reason why I am not afforded the entire repayment term
Company Response:
State: IL
Zip: 60565
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was issued a fraudulent check in the mail, and then made payments based on the payers instructions and ended up losing the money through fraud. I had cashiers check sent in the mail for {$2200.00} for a table I was selling along with the payment I was to pay movers. I deposited the check and it cleared with my bank PNC. So per the buyers request I sent the movers payment of {$1700.00} with two separate transactions via XXXX to XXXX XXXX at XXXX and XXXX. The first transaction was {$1000.00} on XX/XX/18. The second for {$700.00} on XX/XX/18. The buyer later requested a refund and said he no longer wanted the table so I attempted to refund to XXXX XXXX at XXXX via XXXX however i realized the fraudulent check was withdrawn from my account by that time so I canceled the final payment. The issuing bank discovered the fraudulence and withdrew the initial {$2200.00} Overall they stole {$1700.00} from me. I have the persons phone number as he has been texting me from XXXX ( XXXX ) XXXX. I have filed a police report. XXXX and/or PNC are able to track where the payments were sent and contact that bank or get the receivers information so that I can give them to authorities. The banks are doing nothing to resolve this issue of fraudulence or offer any type of fraud protection to get me reimbursed or find the person so I can inform police, and I have spoken to multiple levels of customer service.
Company Response:
State: VA
Zip: 222XX
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have ongoing disputes that are preventing me from closing this account and they continuingly charging me monthly account fees, plus regardless of what they say if I lose the dispute I am not getting the dispute loss letter in the mail via the Postal Service and when they debit the account I am on aware but all of a sudden I get this email that I owe them fees because of it being overdrawn .. : However I never got the letter they put me no the accounts going to be debited I want to close the XXXX things PNC is the worst bank I ever dealt with, whos a customer for almost 20 years and Im out because the nonsense like this, I have no problems covering the funds that I owe XXXX for any dispute I lost however I am not paying monthly account fees nor am I paying any kind of overdraft fees because I am not using the account
Company Response:
State: OH
Zip: 44039
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, while traveling in XXXX, I tried to use my ATM bank card to withdrawn local funds in XXXX at a mall. The ATM machine seized my card for a minute without dispensing cash yet I was debited {$65.00} from my checking account. I reported this to PNC over the phone and a dispute case was started. On XX/XX/XXXX, I logged on to my email and PNC bank account only to find out that there had been a series of checks of {$200.00} from a " XXXX XXXX '' written out to " home care '' drawing money off my account on a daily basis up until when I first noticed it on XX/XX/XXXX. I called PNC bank and spoke to a representative who transferred me to their escalation department- XXXX at XXXX. She reported that she would start an investigation on this. I learned today that PNC did not open an investigation until XX/XX/XXXX. On XX/XX/XXXX, I continued to report my complaint at which point my card was cancelled. At this point during my report to PNC, a XXXX, XXXX at XXXX informed me that she was now assigned to my case from the same department. She requested that I change the PIN and security details on my card which I did. I subsequently online transferred all monies out of my checking account to a virtual account with PNC to prevent any further automatic withdrawals and informed them what I had done. At this point, XXXX indicated that she should have thought to have asked me to do that before and she subsequently placed a hold on my account. I informed her that I had several bill pays due during the month at which point she stated that I should inform her when I wanted the hold removed temporarily. Despite the hold on my account, on XX/XX/XXXX, the checks continued to draw out monies from my account, which I continued to receive email notifications about. I screenshot the emails and emailed XXXX with the information and called her to receive an update on the investigation. I left a voice message without response. On XX/XX/XXXX, I called PNC to receive an update and was informed by a representative that PNC had decided to close my account and relationship with me based on the volume of checks being drawn off my account. They informed me that it would be closed on XX/XX/XXXX. I responded to ask why I was being penalized for fraudulent activity that I had no responsibility in and XXXX indicated that it was PNC bank prerogative. She further informed me that while they would refund me the returned check fees, they would not refund the total amount of $ 3200+ drawn off my account by the bogus fraudulent checks. On XX/XX/XXXX, I requested a statement summary of my checking account which she informed me she would mail to my address. She then informed me that PNC was terminating their relationship with me on XX/XX/XXXX and that a certified check for my remaining balance would be mailed out. Again, no recovery of the withdrawn funds has occurred and no information of their investigation was provided.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am including the text I sent to PNC Bank that Cc'ed XXXX XXXX, my wealth manager, my mortgage broker and contractor. This email explains my difficulties. I sent the email on Friday and to date, have heard nothing back. I tried to give them a reasonable amount of time to respond so we could handle this between guys with no response. The local banker received this and forwarded this on, and they have had no response from their Mortgage Department either. Our initial meeting with the bank was on XX/XX/XXXX when we first submitted our paperwork with a branch employee. I had email correspondence with them on the XXXX, XXXX, XXXX, XXXX, and XXXX, as well as phone calls on the XXXX, XXXX, XXXX, and XXXX. My last meeting with the branch was on XX/XX/XXXX. The number I was given to contact the director of the mortgage division was a non-working number. If they will speak with me about financial reimbursement, I will provide all relevant documents. Thank you for your assistance in this very serious matter. Good morning XXXX, Thank you for your support yesterday in trying to help resolve my financially taxing matter with your Hazard Loss Division. I will be contacting XXXX, who you spoke to and stated was the manager of the division where we were seeking resolution. As I stated, this situation has cost me in more ways than just inconvenience. Financially, it has placed an undue strain on our household and my ability to conduct my businesses. I am Ccing XXXX XXXX, my contractor, my Wealth Manager, and Mortgage Broker about this matter, and I was informed by my Broker to contact the Georgia Department of Banking and Finance. I would rather not go that far, but will if I have to, not just due to my struggles, but also prevent this from occurring to someone who is not in as fortunate a financial state as we are. At this point, I feel that the tactics used by your Hazard Loss division have been obstructionistic and totally negative to the experiences of a customer, as well as detrimental to my ability to return our house back to an optimal living condition. I have spent countless hours trying to resolve this issue, and even after my time at your branch yesterday, while you were on the phone on our behalf, was late to my office for my client. I understand that you and your branch manager have unsuccessfully advocated for a resolution to this matter, and I am not holding you responsible for my current condition. I am holding your Hazard Loss Division responsible. At this time, PNC is holding more than {$78000.00} of claim funding provided by XXXX XXXX that was designated to repair our home after a major loss. Do I understand the need to mitigate fraud by setting up policies and procedures to prevent fraud and manage the repair of a home to its previous state to protect the value of a banks investment? Absolutely! However, I also strongly believe that those XXXX XXXX XXXX should not cause undue stress and financial peril to the homeowner or a Contractor, when the insurance company has done their part to help care for the needs of their clients. To date these are the many, but not all of the issues that I have encountered : - I was requested to provide additional documentation after our first submission, and sent that in a timely manner. Even after sending this, our file was not updated. Hence, I was in direct contact with XXXX XXXX through your bank manager on XX/XX/26 and sent duplicates of the requested info, and also inquired with him via email on Friday, the XXXX to make sure the Is were dotted so that we would receive our check. After sending the update email to XXXX, I never received any information back and thought that everything was in line. - In order to keep the reconstruction process timely, I have paid for materials in advance, including Flooring, Tile, and covered the cost of additional expenses including floor demo, insulation and mold remediation ( I want my house back in order. Two floors of furniture in our house are in storage, and we have no kitchen ). I fully expected to be reimbursed in a timely manner, given that the money was provided to you, and we had completed the necessary forms, and verified that with the Bank Manager, who was on the phone with the Hazard Loss Department to confirm amounts to be put on forms. - I was told both that I needed an inspection and then that one would be required at 50 % completion, before any funding would be distributed. This inconsistency in what was communicated caused confusion. At this time we are at 50 %, and on Tuesday, an inspection was performed. - I had a large business transaction at the end of the month that I had earmarked funds for that were no longer available, due to my outlay of cash. As a result, I had to sell stock from two accounts to insure that I had the necessary funds and could insure that I made that payment on time. - Due to snags in money transfer and selling my stock at the XXXX hour ( one account lost almost {$6000.00} because of the need to prematurely sell the stock ), it caused an additional financial stress on our household, and hours of time for me to arrange the sale, contact our wealth manager, and work with two banks to complete the transaction. At the time of this writing, I have asked my wealth manager to calculate the financial impact of the premature sale of our stock. - As a result of this situation, I was late on my payment on this business transaction, however, the recipient of funds was understanding of the situation, and I did not incur any penalty. - This last obstruction in payment was caused when there was a {$3000.00} discrepancy between the XXXX XXXX {$93000.00} on the adjusted claim estimate and what was on the Contractors XXXX XXXX XXXX {$90000.00}. In the call with your Bank Manager and XXXX XXXX, we confirmed the amount to write into the estimate to insure its accuracy. Therefore, the error was due to PNC Hazard Loss, not me, nor my contractor, nor your Bank Manager. Yet, I am, once again penalized, and when on the phone with your rep at the Hazard Loss department in a call on Wednesday, his only comment to this was that There are no notes in the documentation that you were told what to write on the form. When I asked to escalate this, I was told that he would contact a supervisor, and I could expect a call in 24 to 48 hours, but that the check would not be sent and the review process would be ( I believe he said ) an additional 5 business days. In your office yesterday, as you worked diligently to resolve this, you attempted to handle this with XXXX, in XXXX. Even in explaining my troubles and difficulties and trying to get a check overnighted, she still balked at that and stated that the earliest this could be handled was Tuesday. I am confident that someone there had the power to overnight a check, and as you know, I was beside myself and am still in disbelief of this entire situation. While I will not speak for XXXX XXXX, I can not believe that they expect funds provided to a customer to require such laborious efforts in order for a customer to be paid out to insure a reasonable recovery of lost property. This situation is resulting in a protracted time to return our home to a state where we can move our furniture back in, and as a result, XXXX XXXX is impacted by the amount they are paying for the safe storage of our furniture. I have full confidence that you and your Bank Manager understand my level of frustration, helplessness, mistrust and anger with this situation that has transpired. In my discussion with you yesterday, I had presented a reasonable solution for your bank that would have been a win-win. That was for your bank to provide the first draw, while asking that I correct the incorrect amount on the XXXX XXXX before another draw would be provided. The way the situation has been handled, in my opinion, has had nothing to do with customer service, and at this time, I am searching for other options for our mortgage. Also, please keep in mind that positive customer experiences often result in a person telling 3-5 people, while negative customer experiences often result in an individual telling more than 10 people., and with social media, a single comment can reach countless millions. I dont provide this information as a threat, but as data to consider when working with your most important asset, your customer base. Trust me, however, that I am communicating my experience as a Buyer Beware. Since the end of XXXX, my wife, daughter and I are living in our sunroom and bedrooms due to the damage to our home. I cant imagine that, you, your bank manager, manager of your Hazard Loss Division, nor the CEO of PNC would stand for the experience that we have had. This is untenable. I fully expect there to be a review of this situation and a change in your P & P to insure that this does not happen to anyone else. I know that you can understand that time is precious, especially when trying to get a familys lives back to normal after an experience such as this, and we have had little to no respect for our time and convenience. For my wife and I, a successful resolution would be : - a reimbursement or compensation of lost funds in our investments ( still XXXX per my wealth manager ), - an immediate distribution of all funds provided to your bank back to us, since we have no trust in your Hazard Loss Division to provide reimbursement in a reasonable timeframe, - a reimbursement for my time and effort that that it has taken me to, not only to handle this issue, but also lost time to my wealth manager and me to arrange the sale of stock and transfer of funds to make the business transaction. - I trust that you will forward this letter to all relevant parties within your organization. I fully expect to hear back on my resolution requests. In addition to this, I am directly contacting my XXXX XXXX Agent an Adjuster, in addition to the CC on this email. Thank you for your attention to this very serious matter.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A