Date Received: 2018-05-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I recently had my PNC debit card stolen and misused. PNC took care of the problem and returned my stolen funds. I then transferred money out of the account. The bank made an error and supposedly returned more than they should have. Okay, so now theyre telling me I have an overdraft in the amount of {$4900.00}. I didnt write any bad checks or anything like that to get this overdraft. I simply transferred money from my account that they said was available. If it wasnt available to me, then thats PNCs mistake, not mine! I only went by what the bank told me was mine. I didnt think Id have to check their math! The money is out of my hands at this point. They need to own up to their mistakes.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is FORTH 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.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I have opened an account responding to PNC bank {$300.00} checking account promotion. The promotion stipulated a {$5000.00} or more deposit of new funds within 60 days of account opening in form of direct deposit. As XXXX XXXX I informed the account opening person that the amount of money will be deposited in several transactions including two coming from IRS and IL state govt as well as overseas wire transfers. I was told that it will be fine. Subsequently I left on overseas work assignment which lasted from XX/XX/XXXX to XX/XX/XXXX. In my absence I received two notifications from the IRS dated XX/XX/XXXX stating that two attempts by the IRS to deposit the {$4200.00} refund were rejected by the bank. I also received a notice from the IL Dept of Revenue dated XX/XX/XXXX that the {$990.00} deposit was rejected as well. I confirmed the account and routing number with both IRS and IL Dept of Revenue and I was also informed by the XXXX, IL branch mgr XXXX XXXX that the account info provided was a correct one. Subsequently as sign of good will I attempted to deposit the check for {$4200.00} drafted on both my wife and me to my account at PNC Bank but the check was refused. First the branch employees at XXXX, IL informed me that it is a federal regulation requiring the bank to have both check beneficiaries present at the time of deposit and the deposit will be performed only upon the successful conclusion of the ID check. The check was already signed by my wife. When I responded that I know provision of both Patriot 1 and 2 Act ( as journalist I covered this legislative product quite extensively ) and the provisions do not require both depositors to be present with their ID, the branch personnel changed their story that now it is " bank 's policy '' When I asked to see that policy I was refused stating that the policy is internal and proprietary and they are not required to show it to me. Subsequently I contacted the PNC Bank corporate and the company still didn't explain why both of my tax returns were rejected. As far as my paper check is concerned I was told that it is again " the internal policy, '' and the bank was within its right to refuse it. It is my belief that the bank purposefully rejected both electronic deposits totaling {$5000.00} so the transaction threshold qualifying me for the bonus would not be met therefore the bank wouldn't have to pay the account opening bonus.
Company Response:
State: IL
Zip: 60073
Submitted Via: Web
Date Sent: 2018-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-07
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Overdraft was caused in XX/XX/XXXX due to erroneous XXXX billing. It was a weekend so i contacted XXXX and they agreed to reverse the charge. On the following Monday I went into the PNC branch and asked the manager to reverse the overfrafts. I showed her the email from XXXX support and she refused and said I had to file a dispute ... which I did. I told her i would be closing account as I'm unemployed and alimony is $ XXXX month. At that point they had already assessed approx {$300.00} in overdraft charges. I don't know about you but {$700.00} remaining isn't going to cover monthly expenses much less food! I respectfully request the CFPB subpoena all email messages sent to PNC customer support via their secure email system. These messages which I no longer have access to clearly state I told them to close the account. Fast forward 3+ months they continued to charge monthly service and overdraft charges amounting to over $ 500+. While they did refund {$150.00} it is inexcuseable dishonest conduct. Please see attached documentation. I'm in the middle of a messy divorce so this and financial concerns has taken a back seat. The other issue is our MD state tax refund that was to go to my soon to be ex was mistakenly deposited into the PNC account as a clerk in accountant 's office used my PNC account into instead of his ... and PNC took the ENTIRE refund in overdraft charges ... had they been honest from the beginning and refunded the overdraft charges NONE of this would have happened. Again please subpoena those messages from both my personal checking account and business XXXX XXXX XXXX. They clearly indicate the accounts were to be closed so they have continued to rack up deceitful charges for months. Horrible bank. Horrible situation and complete lack of empathy or understanding on a situation that was not my fault. As far as their assertions w XXXX they had already been notified and given alternate cc number so not sure why ... and had they closed account it wouldn't have been an issue. Also PNC has been told not to call me ... and I would appreciate if they communicate only through you
Company Response:
State: FL
Zip: 34667
Submitted Via: Web
Date Sent: 2018-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My dad 's savings account had a POD provision. He passed away XX/XX/2018. The bank lost the paper work and informs me that I must get a lawyer to access funds that now belong to me.
Company Response:
State: OH
Zip: 43050
Submitted Via: Web
Date Sent: 2018-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a complaint about PNC Mortgage who grabbed our money and is refusing to return it. We are a hard-working family. We pay our bills and definitely pay our mortgage on time ALWAYS! PNC unfortunately holds the mortgage on our primary residence. Our Property/Real Estate Taxes and annual Homeowners Insurance are in an escrow account with our mortgage lender- PNC . We are stuck with them. We paid off our original mortgage and refinanced our home through a Broker. PNC then bought our mortgage. We are being bullied by PNC! Like many Americans we chose to take money from our Savings and pre-pay our Real Estate taxes prior to the end of XX/XX/XXXX -- pre-pay 1st Installment of Real Estate taxes due in XX/XX/XXXX. We did this in order to obtain an Income Tax deduction benefit. We contacted PNC Escrow Department prior to pre-paying our Real Estate Taxes. and they assured us that we would retrieve our money directly from PNC /Escrow Account that they were holding. They said that " once they verified that we pre-paid our taxes they would then use the Escrow money to pay us directly '' We paid out of pocket a total of {$5000.00} directly to XXXX County. It took 5 phone calls, 4 faxes of receipts from XXXX County and a local Branch Manager to finally get PNC acknowledgement of the fact that we pre-paid our Property Taxes. Finally our check came from PNC mortgage escrow department -- -- however for only {$4100.00}. There was a shortfall of {$880.00} They kept {$880.00}. PNC ALSO increased our monthly payments by {$120.00}. This was due to a shortfall of {$1400.00} in our Mortgage Escrow Account ( taxes and insurance went up ) PNC grabbed OUR money that WE paid out to the county AND raised our escrow monthly payments Both were done ostensibly to cover the SAME shortage in the escrow account. On XX/XX/XXXX I spoke to XXXX XXXX to report the problem She told me that they did not return all of our money because of the Escrow Account shortage. I reminded her that PNC holds 2 extra months of escrow money and they are not actually short in the account. She said that the extra escrow money held by PNC is for " PNC and not for me. '' She also said I would need to pay a penalty to manage my own Property Taxes and Insurance payments. She said that we agreed to pay a penalty to manage my own payments when we closed on the loan. A letter dated XX/XX/XXXX from XXXX XXXX/ Officer Consultant Executive Client Relations came stating that they were assessing the problem and I would receive a response within 30 days. On XX/XX/XXXX I spoke directly with XXXX XXXX and again explained the issue of grabbing our money AND forcing us to pay extra to cover the same escrow account shortage. She readily verbalized understanding and would discuss it with her superiors and get back to me. I did not hear back from XXXX XXXX until XX/XX/XXXX. Long after the 30 day mark - stated to resolve this of grabbing our money. She said that there was nothing to do about it. I once again requested that she send me a copy of my agreement to allow PNC to Escrow my Insurance and Property Tax payment OR pay a penalty. As a result of PNC grabbing our money, we are unable to make College Tuition Payment for our son. We are obviously waiting to speak with someone who can help us understand why it is OK to bully us into paying 2x for escrow shortage. We are trying to understand why PNC can withhold 2 extra months of escrow money ( without interest on our money ). We have paid on time since the inception of the loan. We are again bullied into having to pay a penalty for wanting PNC to give over the reins of payments toHomeowners Insurance and Property taxes. Why won't they send us a copy of our signature at Loan Closing that shows that we will have to pay a penalty if PNC does not manage our escrow. We are sorely unhappy with PNC 's management of OUR money. My son 's college is very very important and we have no one to talk to .... Please help us
Company Response:
State: IL
Zip: 60659
Submitted Via: Web
Date Sent: 2018-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-05
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: The ATM user ( me ) requests a needed withdrawal of {$200.00} and agrees to the terminal fee of {$3.00} for the withdrawal. The ATM machine dispenses AGAINST MY WILL only a portion, for this instance only {$20.00} as " was able '' by the ATM. I was NOT GIVEN A CHOICE TO OPT OUT - the ATM spit out the {$20.00} bill and closed the transaction. {$23.00} for a {$20.00} withdrawal. I fell victim to a charge of 16.25 % charge for this withdrawal. Should'nt I have been alerted by this ATM that the {$200.00} was unavailable and given an opt-out alternative prior to the dispense of funds? This happens all of the time to millions of ATM customers.
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2018-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: PNC LN XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX CA XXXX XXXX XXXX XXXX XXXX Short sale package was submitted to PNC on XX/XX/XXXX. On XX/XX/XXXX we were told PNC had sent a letter to the borrowers accepting them into the short sale program, which the borrowers must receive and complete in order for the file to be moved forward as a short sale. The borrowers have not received anything from PNC, and PNC is refusing to send us ( the authorized third party ) a copy of this letter. ( ( ( In addition PNC has refused to acknowledge the authorization signed by the borrowers on many occasions and we have to fight, literally, just to get PNC to acknowledge that we are the Authorized Third Party. ) ) ) -- see attached Third Party Authorization. I am attaching it here because i know if i do not, that PNC would simply state i am not authorized on the account so that they can outright ignore this Federal Complaint. ) ) ) Since no one has yet received the letter from PNC, the borrowers have taken it upon themselves to write a letter accepting the short sale program. ( see attached letter ) PNC is REFUSING to acknowledge this letter and the express desire of the borrowers to participate in a short sale. Everyone we have spoken to at PNC is absolutely disinterested in solving this problem. No One seems to understand or care that their 2nd lien will be wiped out if the 1st ( XXXX XXXX ) forecloses. There is an upcoming foreclosure date of XX/XX/XXXX and PNC is essentially refusing to work on this file. We have explained to PNC multiple times the urgency of this situation due to the upcoming foreclosure date initiated by the 1st XXXX XXXX XXXX. PNC does not care. They are refusing to do anything about the fact that the borrower has not received anything from PNC, refusing to provide a copy of this letter to us as the Authorized Third Party, and thereby is not protecting their investors interests in any way, shape or form. ****** XXXX XXXX IS RECEIVING A FULL PAYOFF ON THIS SALE AND THEY ARE THE FORECLOSING PARTY. PNC STANDS TO LOSES HUNDREDS OF THOUSANDS OF DOLLARS AND NO ONE WE HAVE SPOKEN TO SEEMS TO CARE. ******** Please help us to get PNC to move this forward. The fact that we have to submit a Federal complaint due to the PNCs apathy and ignorance is ridiculous and absolutely unacceptable. I want a copy of the letter accepting the borrower into the short sale program sent to us immediately. The homeowner wants to do a short sale and has expressed this multiple times, in writing, to PNC, as have we over the phone as an Authorized Third Party. **Please see attached Authorization for RE XXXX XXXX and Letter Accepting Short Sale Program.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: This account should be closed. XXXX XXXX XXXX is the primary account holder on this. It should not be against me or my credit records. My mom has passed away on XX/XX/2018. The debt should die with her. It's the XXXX with your claim she owes over 500. You did nothing on this account you never helped at all.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2018-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-03
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Good afternoon, I opened a checking account at PNC Bank XX/XX/2018. I used my credit card to charge a required opening deposit ( For {$2000.00} ). I have not recieved a " telephone PIN '' that is needed to access the account through online banking. I was supposed to recieve this PIN via the mail. I spoke to customer service last week and they said they have not received my signature card, which I sent already. They said they would send me another copy via mail to sign and send back. I just spoke with customer service and they said I can't access my account and I need to wait for an " investigator '' to call me and I can't access my own money. I have followed all required procedures to open my account and PNC bank is holding my opening deposit and account hostage.
Company Response:
State: MA
Zip: 02446
Submitted Via: Web
Date Sent: 2018-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A