Date Received: 2018-07-03
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My mother and I were co-owners of a consumer checking account at PNC Bank. My mother passed away in XX/XX/XXXX and her attorney instructed me to close this account. On XX/XX/XXXX, I called PNCs customer service number and asked how to close this account online as there are no branches in Colorado, where I live. I was instructed to send a secure message through online banking, which I did. On XX/XX/XXXX, after a bizarre message telling me that I had additional steps to take because I live outside of the US ( no idea what that was about ), I was assured via an online message that the account was being closed and that I would receive a check for the balance in 7 to 10 business days. I received a statement dated XX/XX/XXXX showing a closing transaction of {$7300.00} on XX/XX/XXXX, with a {$0.00} remaining balance. On XX/XX/XXXX, I received a letter thanking me for converting my account ( dated XX/XX/XXXX XXXX. On XX/XX/XXXX, I called customer service. I was told that the computer spits out that notice and it doesnt necessarily mean that my account was converted. I was assured that a check was in process. On XX/XX/XXXX, I called and asked for my case to be escalated as this was my XXXX contact with PNC about closing this account and getting the funds. I spoke with XXXX XXXX ( phone XXXX ). He said that checks take 6 to 8 weeks to process ( the first time anyone told me this and not what I was told in XXXX ). When that deadline had passed, I called XXXX on XX/XX/XXXX to ask for an update. He did not answer his phone and I left detailed voice messages on XX/XX/XXXX at XXXX XXXX XXXX, XX/XX/XXXX at XXXX XXXX, and XX/XX/XXXX at XXXX XXXX. The fourth time he did not answer his phone, I pressed 0 to be re-routed to another person. That day, XX/XX/XXXX, I spoke with XXXX XXXX ( phone XXXX ) who said that a check has been mailed to my XXXX XXXX on XX/XX/XXXX and had cleared. I insisted that I have not received a check. She said that she was going to stop payment on the check and re-issue it, and assured me that she would call me with an update in 2 to 3 business days. When that deadline had passed, I called XXXX. She did not answer her phone and I left detailed voice messages on XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX and XXXX pm. The third time she did not answer her phone, I pressed 0 to be re-routed to another person. I then spoke with XXXX XXXX ( phone XXXX ). She looked into my case and said that the original check had actually not been cashed. She said she asked for a stop payment to be placed on it and a replacement check to be issued. She said that the check would be issued on XX/XX/XXXX and I could expect to receive it in 7 to 10 business days. I asked for a phone call letting me know when the check was being mailed and XXXX said that she would ask XXXX to call me when that happens. I am filing this complaint anyway because no one at PNC Bank has done what they have said they would do yet. Their M.O. seems to be to day whatever they have to in order to get off the phone, then not answer their phones or return their calls until I give up and go on to the next person. Based on my experience with them since XXXX, I have no reason to believe that they have any intention of giving me the money due me without me escalating the matter outside of PNC.
Company Response:
State: CO
Zip: 814XX
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My name is XXXX XXXX. I am contacting you regarding a closed credit card account I opened with PNC Bank in XX/XX/XXXX. The purpose of this letter is to inform you that PNC Bank placed an item on my report, which is negatively affecting my credit score while I was, and still am, on XXXX XXXX in the XXXX. PNC Bank placed this negative item on my report and failed to remove it after the situation was resolved. I wrote letters to PNC banks escalation and credit report departments. I wrote letters to XXXX, XXXX, and XXXX reporting agencies. I paid XXXX XXXX XXXX to send letters to the credit bureaus to have them request the investigation in early XX/XX/XXXX to remove the 60-Day late payment XX/XX/XXXX listed on my credit report. In short, I was notified by PNC Bank in XX/XX/XXXX that someone was making payments towards my credit card balance and that this individual had been unknowingly making payments to my credit card account for the last 6 months because he thought he was paying his credit card account. I was confused when I heard this because I thought the automatic payments I set up had been deducted from my personal checking account on a monthly basis, which was not the case. In XX/XX/XXXX, I received a phone call from PNC outlining the circumstances and what was happening. PNC representatives told me I needed to make a payment of {$200.00} at that time in order to make my account balance current. The Bank apologized for the mix up, which, neither myself nor the other individual, were aware of for the 6 months this was happening. I then paid PNC Bank the {$200.00} and re-enrolled in the automatic payment program and the situation was, at that time, seemingly resolved. Though this situation was resolved, the Bank placed a 60-Day Late Payment effective : XX/XX/XXXX on to my credit score. This was a mistake PNC Bank made in confusing my account with another customer. My credit score was XXXX in XX/XX/XXXX and then it dropped to a XXXX as a result of this false report. I am asking you to provide justification for why that negative item is still on my report and to remove it immediately. Under the fair credit reporting act, please provide the reason you listed this negative item on my report and please remove this negative item from my report immediately. PNC Bank did not demonstrate clear permissible purpose in accordance with the Fair Credit Reporting Act before releasing my credit report. PNC Banks negligence and failure to correct the errors outlined above have adversely affected my credit score and prevented me from qualifying for a home loan. I respectfully request your immediate assistance to rectify this situation. Please contact the data furnishers and investigate this problem and remove the negative item. I will take no time in detailing the second and third order affects my fair credit score has had on my financial health as a result of this inaccurate report.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have an equity line with PNC Bank. I have not received a statement from them since XXXX of 2018. They will not allow me to set up an online account. I have written letters to them and complained to customer service reps who have been unable to help. I continue to make my payments but have no idea of my balance and if the payments are going to the correct account. To make payments I either have to call and pay a XXXX dollar fee to process a phone payment or handwrite an envelope copy my XXXX payment ( again ) and hope they put it in the right account.
Company Response:
State: CA
Zip: 95409
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In SXX/XX/XXXX we had Hurricane Irma hit us. We called our mortgage company, PNC, and was told we could do a natural disaster forbearance for 6 months. I continued to pay my mortgage starting in XX/XX/XXXX ; only using 3 months of the forbearance. Once the 6 months was up my loan went into loss mitigation and I was started on a trail payment plan. I paid the increase payment for 3 months. My loan is now under modification and is the interest rate is increasing by 1.25 %, increasing my payments by {$200.00} a month, and my credit score is continuing to drop. I have missed three months but PNC have been reporting my credit as I have not been paying my mortgage since XX/XX/XXXX. I have called numerous times and nobody at PNC can help me. Apparently there is no department at PNC that I can speak to that reports to the credit bureau. Me and my husbands credit score has dropped over 130 points and every month they are reporting a missed payment and it keeps dropping.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a home loan with PNC I had a tragedy and lost my job and have had problems with making payments so I applied for a harsdship application starting in XX/XX/2017. I was finally approved for a forbearance in XX/XX/XXXX until XX/XX/XXXX. I was then told to fill out another application by XX/XX/XXXX which I did. In XX/XX/XXXX they started requesting the wrong information from me which delayed the process. They then said they needed me to resend information which again delayed the process. I asked about a deed in lieu and I was told you have to get the application process completed and then we can go over your options. 2 weeks ago they informed me my home was in active foreclosure. I am now very upset because I believe if it had not been for their long drawn out and inaccurate requests I would not have been in foreclosure and would have had other options available to me because I don't qualify for any because of my lie income I guess right now. I believe this is intentional. I do not believe I am the only one. The reason o say this is because in XX/XX/XXXX they did the same thing and when I questioned what they told me I needed over the phone their reply was what did the letter say? Now the letter is incorrect because they requested page numbers On the application that were not correct and it took a couple of weeks to determine what the actual page numbers that they in fact needed from me. The first supervisor urged me to let them handle it before I contacted you. The second one told me at first there was no agency that I can complain to that governs them. I then stated it contains a letter c or b in it and she then have me your information but followed up with it will go directly to her anyway. They did nothing to rectify the fact that because of them my application process took so long which now has me incurring additional fees when I could have qualified for something like a deed in lieu of foreclosure which I was told I don't even qualify for that now because I am in foreclosure. She went over like 4 or 5 steps I needed to do with a realtor in 5 seconds and I told her there was no way I was going to be able to write that information down that fast and I would follow through on my end with a complaint to the CFPB.
Company Response:
State: IL
Zip: 61604
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is FIFTH complaint since PNC Mortgage does not seem to understand the unfair and illegal practices. My mortgage was bought by PNC from another company. Since that time it is been my worst nightmare. I have paid all payments on time through auto pay with my bank. Since the time of purchasing this home, it has required complete renovation due to the condition of the home when purchased. Because of this need, my loan was set up such that it required PMI. With PMI comes the escrow requirement. After allowing my insurance to lapse because they did not communicate with the insurance company during the hurricane, it took my footwork, etc to correct the problem. Since that incident, my insurance will no longer be paid through the escrow. A document was sent on XX/XX/XXXX indicating PNC will no longer pay the insurance. In addition, requested having the PMI and escrow removed. PNC insists because of the 80/20 rule they can not remove the PMI and escrow. Because of their insistence, I ordered an appraisal costing over {$400.00}. It was provided to PNC proving the value was significantly higher and therefore PMI and escrow should be removed. Now they are saying despite them holding me land locked, now they will order an appraisal but I will be required to pay {$500.00}. They will not accept the appraisal which already proves the issue yet would not order one until I paid to prove they were incorrect. With all that, they are saying I owe higher payments for escrow despite insurance will no longer be paid, taxes went down because home is now homestead and value was proven higher. PNC actually owes my money back due to excess escrow for insurance. This is a shortened version, this does not include the lost payments, unable to take " partial '' payments so good luck paying off a loan early with any variance to your payments. PNC should be investigated including governmental audits. The second complaint resulted in PNC contact calling me and asking for return call with best times to call. After three attempts and no return call at requested time ( which were during business hours ) the complaint was closed. the employee should be terminated. Response from the third complaint resulted in a call which I returned and then they once again did not return the call. Now I am receiving notices that they are using money from escrow to cover regular payments, however, the issue has been they say I owe more to cover escrow. My regular payments should not change. In addition per the attached, my homeowners is being paid on my own ... see page 6..ESCROW NO. In addition to me paying my own insurance, taxes dropped. If they would listen and calculate the escrow based on facts that insurance being paid on my own, taxes decreased due to homestead and prove of increased value, PMI should be removed and no escrow should exist. In addition, they state they had to pay for the appraisal, however, the fact is they charge the consumer and I was able to negotiate under the {$500.00} PNC charges. PNC should consider hiring employees with math skills so lets do some math : Mortgage Payment ( Principal and Interest ) : XXXX County Taxes ( XXXX ) : XXXX Insurance ( XXXX ) : XXXX ( Being paid by mortga Mortgage Insurance : XXXX Total Payment : XXXX ( however should be less insurance - XXXX XXXX ) Now they are saying mortgage payment is short and borrowing from escrow, which they claim is short, to apply to what they claim is unpaid mortgage amount??? I am forwarding this issue beyond this agency as they do not seem to resolve this issue and PNC does not communicate. This should have be escalated. Legal involvement is now unavoidable.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-30
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On Monday XX/XX/XXXX, my account went negative by {$68.00}. That same day upon discovery, I deposited {$70.00} to cover the short fall. In checking my balance, I had a positive balance in the account. I was charged a {$36.00} overdraft fee when a POS debit purchase of {$30.00} from XXXX XXXX came in ( that was not reflected in my earlier balance ) but they posted it to my account before the {$100.00} ACH from XXXX which I covered with my deposit. Even though a direct deposit came in at XXXX ( or XXXX XXXX on the XX/XX/XXXX ) that covered any and all outstanding amounts, not only was I charged a first fee of {$36.00}, they charged another when other items came through on XX/XX/XXXX that would have been covered if they would not have immediately charged the NSF fee. They also charged another fee earlier in the month on XX/XX/XXXX of {$36.00} when an ACH charge of XXXX took my account negative by {$23.00} but was immediately rectified by a direct deposit of {$52.00} credited at XXXX XXXX on XX/XX/XXXX. PNC uses their banking system of credits and debits manipulatively in such a way as to create and maximize unnecessary fees. And they charge immediately with little notification so that we can not correct the balance in time of other charges coming in. This is purposefully manipulative.
Company Response:
State: OH
Zip: 45215
Submitted Via: Web
Date Sent: 2018-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/2018 PNC BANK HAS BEEN APPLYING splitting AND REVERSING MY last 3 PAYMENTS IN AN ERRATIC FASHION and refused for almost 4 months to credit them as of the day PNC received them. PNC RECEIVED THE PAYOFF OF MY MORTGAGE ( my last payment to them ) ON XX/XX/2018 BUT HAS NOT RECONVEYED MY LOAN AND RELEASED THE LIEN ON MY HOME. 1 ) STARTING WITH THE XX/XX/2018 {$1200.00} PAYMENT. Please see attached POSTED TRANSACTION LIST wherein the XXXX XXXX {$1200.00} PAYMENT THEY RECEIVED on XX/XX/2018 is credited as TWO payments, {$690.00} and {$510.00}, and the same day the {$510.00} part of their credit is reversed and not credited again until XX/XX/2018! Interest accrued on this {$510.00} during this period 2 ) On XX/XX/2018 PNC bank received another payment from me for {$140000.00} and again they split it and credit it as two payments, {$1000.00} and {$140000.00}, and the same day the {$140000.00} part of their credit is reversed and not credited again until XX/XX/2018! Please see attached Posted transaction list. Interest accrued on the {$140000.00} during this period. 3 ) On XX/XX/2018 I called them and received a payoff quote of {$1100.00} good until XX/XX/2018. I was told to mail it with a letter explaining I wanted the account closed and the lien released. I sent it express mail to the physical address to send express mail payments on my statement. However this PAYOFF PAYMENT WAS CREDITED XX/XX/2018 AS TWO PAYMENTS, AGAIN, {$1000.00} AND {$160.00}, AND AGAIN {$160.00} WAS REVERSED AND NEVER CREDITED AGAIN! Please see attached Posted transaction list. 4 ) I RECEIVED A STATEMENT DATED XX/XX/2018 REQUESTING A PAY {$560.00} AFTER I HAD SENT AND PNC HAD RECEIVED THE FULL PAYOFF ABOVE. 5 ) I requested on multiple occasions in XXXX and XXXX that the accounting FOR MY 3 MISAPPLIED PAYMENTS be corrected as follows a ) the full {$1200.00} I paid on XX/XX/2018 be credited as such on XX/XX/2018 b ) the full {$140000.00} I paid on XX/XX/2018 be credited as such on XX/XX/2018 c ) the full {$1100.00} Payoff I paid on XX/XX/2018 be credited as such on XX/XX/2018 and my lien released by reconveying the deed of trust and recording it and by returning to me the original note and deed of trust marked PAID IN Full. 5 ) on XX/XX/2018 PNC SUPERVISOR XXXX XXXX STATED TO ME THAT I HAD OVERPAID {$110.00} AND THAT WITHIN 10 DAYS HE WOULD ASK FOR A CHECK BE ISSUED AND LIEN RELEASED BUT THIS WAS NOT DONE 6 ) BEGINNING OF XXXX I CALLED AGAIN PNC ESCALATION DEPT AT XXXX XXXX REQUESTING FOR A RESOLUTION AS I RECEIVED A NEW STATEMENT DATED XX/XX/2018 CLAIMING I OWED {$590.00} AND A NEW MANAGER PROMISED HE WOULD STRAIGHTEN THIS OUT WITHIN 10 Days BUT THIS WAS NOT DONE AGAIN 7 ) XX/XX/2018 : a ) I DROVE TO THE PHYSICAL ADDRESS TO SEND OVERNIGHT OR EXPRESS MAIL PAYMENTS NOTED ON MY STATEMENT, where I had sent the PAYOFF, TO WIT : XXXX XXXX XXXX. , XXXX CA XXXX, ONLY TO FIND OUT IT WAS THE OFFICES OF XXXX not PNC bank. I was told that XXXX receives payments for PNC and forwards them to PNC ONLY. b ) I CALLED AGAIN PNC ESCALATION DEPT AT XXXX XXXX and was transferred to XXXX XXXX again who asked me to write a letter to close my account again and to send it to PNC Bank XXXX XXXX PA but he couldnt guarantee anything because it was beyond his control. He gave me the name of his supervisor XXXX XXXX and his number XXXX XXXX, which I called but he hasnt returned the call. PLEASE HELP
Company Response:
State: CA
Zip: 90403
Submitted Via: Web
Date Sent: 2018-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: PNC BANK account # XXXX is reporting this account negatively. To all 3 of the credit bureaus on my credit report. I will need for PNC BANK to provide me with the original instrument of indebtedness bearing my signature. Also I will need the photo copy of the government issued photo ID and photo copy of the social security card used to secure this debt. If this very critical information is not provided there is no way for PNC BANK to state this debt was created and definitely no way it can validate it is owed by me.
Company Response:
State: IL
Zip: 60652
Submitted Via: Web
Date Sent: 2018-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a loan with PNC MORTGAGE. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX and XXXX with no successful resolution. XXXX is the only one reporting me late. There was definitely an error on their part. I was never 30 days late XXXX XXXX / XXXX XXXX.
Company Response:
State: CA
Zip: 91205
Submitted Via: Web
Date Sent: 2018-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A