Date Received: 2018-04-17
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I spoke to my bank, PNC, regarding withdrawals from a lender who was to have no further access to my checking account. I was told that the impending payment would be reversed due to a stop payment request and the payment returned. However, I noticed on Saturday, XX/XX/2018, that the payment was taken back out of the account. One of the charges was disputed but it was also returned to the lender. This lender has been incorrectly stating the remaining amount of the loan and has breached the contract. I made my bank aware that this lender is to no longer to have access to my account but it seems my bank has disregarded me as a customer.
Company Response:
State: TX
Zip: 75050
Submitted Via: Web
Date Sent: 2018-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I purchased 2 CDs in my minor children 's names from XXXX XXXX onXX/XX/XXXX. I divorced and moved later that year and forgot about the CDs until I was cleaning out my file cabinet inXX/XX/XXXX. When I researched where XXXX XXXX was located, found that it was no longer in existence, had changed names twice and was now PNC Bank. I went to my local PNC branch to see how to handle getting the money from the 21 year old CDs. PNC says they have no record of these CDs, no record of my account information, but also has no proof that they have remitted the monies to me. They say that I must have cashed but since they were hidden in my files, there is no way I've cashed as I still have them in my possession. These CDs are auto-renew and fixed, continuous interest method. I was told to contact Channel Services with PNC to which I sent copies of the CDs along with a letter explaining the situation. I received notification that PNC has no record of the documents/account and can't give me any further guidance. I'm told that PNC only has 7 years of records and a transaction this old would not be in their files but the funds have never been remitted to the State of Ohio or to me. The bank has kept my money and not followed the correct process to remit money to the state unclaimed funds or sent to me.
Company Response:
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2018-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I went to the PNC ATM located at : XXXX XXXX XXXX XXXX, Washington, DC XXXX around XXXXXXXX XXXX EST. I inserted my card, punched in my pin, selected Prepaid Cash Deposit, inserted {$130.00} ( XXXX XXXX XXXX, XXXX XXXX, XXXX, and XXXX- singles ). The ATM Machine counted the money, and then asked me to confirm whether {$130.00} was accurate. I pressed YES. Shortly after, it returned the whole amount, my ATM Card, and printed a slip that said to contact my Financial Institution. Since there are 3 ATMs in total at that location, I went to the one I have deposited funds more than 3 times in the past. I inserted my card, punched in my pin, pressed Prepaid Cash Deposit, Inserted {$130.00} ; the screen reflected " Counting Money, '' but nothing seemed to be happening. Next thing I know, the machine returned my card, but not the funds or a receipt ; and the funds NEVER went to my account. NOTHING was credit. Immediately, I called the Bank. They referred me to the Dispute Dept who kept saying it would take up to 4 business days to see the funds back. Four days was WAY too long, so I called again. This time they said it would take 10 to 15 Days ( words by XXXX in TX ). I went crazy. So, I called the Police. Then I called PNC Security, the number on the door. Both the Police and Security informed to walk into the Branch the next day ( in the morning ) to resolve the issue. PNC Security said the Bank can print an activity list of that ATM and see the problem. The next day, XX/XX/XXXX, at XXXX XXXX EST, I was at the branch. XXXX chose to assist me. She kept saying, " I know how to credit an account immediately with a regular account, but not with a Smart Access Account. So, I need to call someone for help. '' XXXX XXXX took OVER 1 hour jumping hurdles, just to then say, " I'm sorry, you have to wait 10 to 15 days .... '' for MY {$130.00} CASH that was IN THEIR ATM Machine. I told here what the PNC Security Dept said about running the report. Both XXXX and XXXX said, " NO, it doesn't work that. We can't do that etc. '' At that point, I was furious. So, XXXX the VP of the Branch said, " XXXX, I'll see what I can do for you. '' The ladies gathered {$9.00}, gave it to me out of the kindness of their heart. I left because I really had a XXXX XXXX. appointment to go Kayaking that had cost me money. So, I left. When I finished the event at XXXX XXXX, I called XXXX around XXXXXXXX XXXX, and she was gone for the day. Then I showed up to the bank by XXXX XXXX. because I had NOT heard from anyone. The moment I walked in, XXXX said, " I just left you a message. '' I told her, well, my phone is dead. I haven't received anything. In conclusion, I DEMANDED something in writing that reflected this incident was indeed in the DISPUTE Department ( back-end ) the way XXXX from TX ( a Supervisor in the Dispute Dept ) said it had been escalated. That night, I dialed XXXX, and smoke to another woman. I shared the incident. She told me to dial another number because she couldn't transfer me. Also, due to the fact that PNC Bank refused to credit my account immediately, I had to cancel a XXXX XXXX Reservation, cancellation # XXXX at XXXX XXXX, and ask a random stranger to " Please allow me to shower at his place. '' XXXX - ( XXXX ) XXXX ; And I had to sleep at the XXXX XXXX XXXX another night - XXXX XXXX. All of this happened because PNC Bank REFUSED to say, " XXXX XXXX, we are sorry this happened to you. Since the ATM Machine is indeed PNC 's property, it's our fault this happened. We're going to go ahead and credit your account, {$130.00}. We see that you did come here. You have shown us the receipts. And we will take up to 10 days or so to conduct a detail investigation on OUR time frame. We understand how important this is and how urgent you NEED the money. '' NO, not at all. They all wanted me to just STRUGGLE. On XX/XX/XXXX, at XXXX XXXX, I emailed XXXX XXXX XXXX, the CEO, and I shared with him this incident. I kindly asked him to please have the funds in the account. When I attempted to email him the images that support my story, the images all got rejected, but not the messages. After the XXXX XXXX XXXX XXXX I called my account around XXXX XXXX, and it still reflected {$0.00}. So, I dialed XXXX again. XXXX answered the call, who then escalated it to XXXX, who then escalated it XXXX - Retail Operation Manager in Michigan, ( XXXX ) XXXX ; and after speaking to her, she had the nerves to say, " I'm going to ASK the Dispute Dept, via email, if we can place a rush on this case. I'll call you on Tuesday, XX/XX/XXXX, and let you know " IF '' we can rush this. IF ... .can you believe that. I told her, " BY law, a bank can not hold a Customer 's money. And this was CASH. What is there to investigate? Are you guys sending someone to the XXXX XXXX location to COUNT the cash in that ATM? With all sincerity, I think this was an Intellectual Property Crime ; and it's a crime to HOLD MY Money. So, now I'm filing this complaint against the bank. They are stealing from me. At this point, this is a THEFT. Their ATM TOOK MY MONEY ; and they are refusing to give it to me. So, I need your help to prevent them from doing this to me again or anyone else. A month and a half ago, their ATM Machine in XXXX County, FL ate my ATM card, but reflected the money upon making a deposit. I had to call PNC Security, the Police, Customer Service, Customer Relations ; and the following morning, they gave me a similar looking card. Now I experience this. Is my account indeed a PNC Account or a dummy account controlled by a group of thieves? Why won't PNC credit my account immediately if they have seen the cameras more than once? XXXX XXXX XXXX
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have mortgage with PNC Bank for my condo in DC. After making a regular mortgage payment onXX/XX/XXXX, I made an additional payment of {$24000.00} on XX/XX/XXXX that should all have been applied towards principal. However, instead the payment was considered a regular payment for the payment due on XX/XX/XXXX and thus, only the amount in excess of the regular payment was applied towards the principal. I contacted PNC and after a few phone calls the issue was fixed on XX/XX/XXXX almost a month after the incident. During my call with a PNC representative, I asked them what can I do to ensure that if I make an extra payment the entire amount gets applied towards the principal. They gave me a phone number to contact. On XX/XX/XXXX, I called the phone number and I paid a {$7.00} fee to make a {$10000.00} additional payment towards the principal. During my phone conversation, I was notified that they can not process a phone payment by phone that is {$10000.00} or more and instead they will have to break it up in two payments but that they could process it in such a way that the entire amount will be applied towards the principal. When I looked at the payment history, I discovered that out of the {$10000.00} payment only {$1000.00} was applied to principal and the remaining {$9000.00} was applied to " OTHER. '' After I discovered this issue, I called again and I was notified that they made a mistake and they will work on fixing the issue but currently, the {$9000.00} payment is PNC possession and has not been applied towards the principal on my mortgage. When I talked to a PNC representative about two weeks ago during my first call with them regarding the PNC misapplying the extra payment, I also indicated that I would like to know what is the process to remove the PMI payment if my property has appreciated. They indicated that they will send me the information regarding their pre-approved appraisers. However, I have yet to receive such information.
Company Response:
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2018-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: - I currently have a mortgage with a balance of XXXX as of XX/XX/XXXX, held by PNC - At purchase the home was valued at {$520000.00}, XX/XX/XXXX - Since purchase we spent ~ $ XXXX making updates to the interior including re-arranging the floor plan of the unit to add a walk-in closet to the master suite , opening living room, and adding a 13 ' x 7 ' room with a mounted wardrobe ( closet ) and windows as my son 's nursery - After these updates plus monitoring the market in our neighborhood we believed we were below the 80 % LTV required for PMI removal, a payment of {$120.00} per month - PNC required me to pay {$500.00} to use their recommended appraiser, which I did - PNC sent documentation outlining the value required to remove PMI would be ~ {$560000.00} - The appraiser was unable to accommodate a schedule where I would be home, so we left a key and the appraiser evaluated the unit while I was not home as agreed - The appraisal came in at {$560000.00} and also concluded there was no work completed on the unit - PNC then denied our claim for PMI removal due to the 19.91 % equity and stated that since we did not own the unit for 2 years and they defined no work having been completed we would need to make a principal payment of XXXX {$38000.00} to remove PMI - Our appraised value was within 0.09 % of 80 % LTV and our monthly principal payment is ~ {$730.00} which should allow us to hit the 80 % within a month - I attempted to call PNC on MondayXX/XX/XXXX where they told me the PMI team does not take calls and would respond in writing, the response would be available digitally XX/XX/XXXX if I were to call in - During this call I requested repeatedly to speak with a person who could assist, they declined - I called back Friday XX/XX/XXXX at which point they said the PMI team was 'behind ' and they could not offer a solution - I said I would not accept not speaking to a person with no resolution, they said they put in a request for a supervisor to call me back within 1 business day -- despite not offering this option on Monday - I then said I wanted to wait on hold, that was not an option supervisors were on calls - I then said I would wait for call back however in the mean time I was going to contact possible legal resources and the CFPB at which point they 'escalated ' meaning a more senior person would call me within 7 business days - I am hoping to resolve this quickly, after my XX/XX/XXXX payment I will have 20 % equity in my home based on the PNC appraisal I want PMI removed
Company Response:
State: MA
Zip: 02445
Submitted Via: Web
Date Sent: 2018-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is my 2nd complaint! There have been Too many escrow shortages with this mortgage! We bought this home XX/XX/14 and there have been a total of 4 shortages, 3 with my current lender. I want to delete my escrow account, however my mortgage company is trying to charge me {$980.00} to do so! This is the 4th home I've owned in my life, and never had this happen until now!
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2018-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX has repeatedly contacted me regarding this loan account and subsequently reported me as in collections to all of the major credit bureaus. I do not have any responsibility for the debt that XXXX/PNC is trying to collect and I dispute its validity. XXXX/PNC Bank ( loan originator ) provided a promissory note that dictates that default occurs once the " Borrower does not make any payment before or on the date it is due -according to their documentation, the loan in question defaulted in late 2010. As the promissory cites Pennsylvania as its governing law, which has a 4-year statute of limitation on debt, this loan is unenforceable and XXXX has engaged in unfair collection practices.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2018-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is through PNC Bank. I received a delinquent real estate tax bill on XX/XX/XXXXfor total of {$590.00}. The taxes were dueXX/XX/XXXX for the amount of {$540.00} I contacted PNC Bank and found out they used a company called XXXX to pay {$2600.00} from my escrow account to pay taxes on XX/XX/XXXX. I immediately contacted the Treasurers office and found out that my escrow money in the amount of {$2600.00} was used to pay another persons real estate taxes. OnXX/XX/XXXX the treasurer refunded {$2600.00} to XXXX due to XXXX requesting a refund. That money was never placed back into my escrow account. I found out that XXXX made a payment on my taxes on XX/XX/XXXX in the amount of {$540.00} ( which was the correct amount ). On XX/XX/XXXX XXXX requested a refund of the {$540.00}. The treasurers office refunded it and that made my taxes delinquent. On XX/XX/XXXX payments of {$560.00} and {$23.00} were received from PNC Mortgage to pay my delinquent taxes. As a result of these errors, my escrow account and my account with PNC Mortgage is totally incorrect. I have talked to PNC and they told me that it was fine because my taxes were paid. They tried to tell me that the {$2600.00} was not taken out of my escrow in XX/XX/XXXXthen I told them that it was because I can clearly see it online. They went on to agree that it was taken out and would have to be researched. I asked to speak with Corporate, but was told by 3 people that they do not have a number for Corporate at PNC. Im now very worried that I will never get back my escrow money or the extra interest and fees that I had to pay for a delinquent real estate taxes.
Company Response:
State: VA
Zip: 243XX
Submitted Via: Web
Date Sent: 2018-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-12
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I would like to escalate to you two very serious matters I experienced at the following PNC branch locations : FIRST INCIDENT Branch Manager-XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX On XX/XX/XXXX, I visited the above PNC branch and presented two claim settlement checks from XXXX XXXX company drafted on PNC bank in the amounts of {$1000.00} and {$14.00}. Let me explain the very serious matter that occurred below. 1. Upon presenting the check I was told that PNC does not cash insurance settlement checks. When I explained the check was drafted on PNC, I was again told the checks would not be honored. 2. I contacted XXXX on my phone while still at the branch and was instructed by the claims department to have PNC bank verify the check by calling the number in the upper left hand corner of the PNC check. 3. So I then asked the branch to verify the check by calling the number in the upper left hand corner of the PNC check. The branch manager said he would not call to verify the check and the check would not be honored. The branch manager was visibly shaking and seemed very fearful. 4. Frustrated and confused, after having spent an hour begging and pleading with the branch to honor the PNC check, I left the branch and went to a different branch location below. 5. I presented both PNC checks, the branch called and verified the PNC checks and the checks were honored. INCIDENT TWO Branch Manager- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , IL XXXX On XX/XX/XXXX, I visited the above PNC branch and presented a claim settlement check from XXXX XXXX company drafted on PNC bank in the amount of {$3900.00}. Let me explain the very serious matter that occurred below. 1. This is the branch I previously presented XXXX claim settlement checks drafted at PNC bank in the amounts of {$1000.00} and {$14.00} from incident above. 2. On XX/XX/XXXX, I presented a XXXX claim settlement check drafted at PNC bank in the amount of {$30.00} and the check was honored. I explained I would be receiving a lump sum settlement check shortly and would bring it into the branch to cash. 3. On XX/XX/XXXX, I returned to the branch with the lump sum claim settlement check in the amount of {$3900.00} and attempted to open a PNC account, but it turned out the product was not a good fit for me. 4. Next, I presented the PNC check to cash it, and was told by the branch manager that he would not cash the check for a non-customer because of the amount. 5. I informed him that they had cashed the PNC draft checks prior, and requested he verify the check by calling the number in the upper left hand corner of the PNC check per the banks previous procedure in cashing the checks. He said " No '' and that he would not be cashing the check. 6. After that the branch manager, XXXX XXXX, became very intentionally adversarial, rude and unprofessional. 7. I called the XXXX claims adjuster who issued the check on my phone and put the phone on speaker. Initially, the branch manager, XXXX XXXX, refused to speak, so I prompted the claims adjuster, XXXX XXXX, to inquire as to why the PNC branch would not honor the check. The claims adjuster explained that XXXX issues much larger checks and asked why the check was not being honored. 8. XXXX XXXX spoke and said they could not cash the check for a non-customer because of the amount. The call ended. 9. I was accompanied by a friend, XXXX XXXX, a PNC bank customer with PNC accounts. XXXX XXXX attempted to speak with XXXX XXXX regarding the verification of the PNC check. XXXX XXXX told XXXX XXXX she could take it to another branch because he was refusing to cash the check. XXXX XXXX and I inquired if it would be possible to double endorse the check into one of her accounts. 10. The branch manager XXXX XXXX said " yes '' and if we made the deposit inside the branch he would not make any of the funds available, regardless of XXXX XXXX XXXX account status. At this time, XXXX XXXX was increasingly more adversarial, rude and unprofessional. He said we could leave the branch and deposit to ATM. 11. We left the lobby of the branch, frustrated and confused, again after a considerable amount of time spent inside the branch, and drove around to the ATM, double endorsed the check and made the deposit. That is the attached image from the ATM. 12. OnXX/XX/XXXX, XXXX XXXX checked the status of the availability of the funds and was told that the deposited PNC check had not been honored and had been returned to me via US mail. 13. XXXX XXXX and I called customer service for PNC, explained the matter and filed complaint with customer service. This was a one hour phone call. MAJOR CONCERNS 1. PNC bank is not honoring PNC checks drafted on PNC business account with XXXX XXXX company. 2. I was racially profiled by the two PNC branch locations, located on the XXXX XXXX XXXX XXXX, IL. 3. PNC bank branch locations could not point to policy for any occurrences in either of these incidents.
Company Response:
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2018-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-11
Issue: Problem with customer service
Subissue:
Consumer Complaint: My falsely XXXX cousin received an insurance check due to his mother 's death in the amount of around {$1200.00} in XX/XX/2018. He forwarded me the endorsed check and a power of attorney document to cash the check and get him the funds. The check was written off of PNC Bank. I spent about three weeks trying to get the power of attorney wording corrected and filed with the Register of Deeds only to get one declination after the next. I had a US postal tracking number to show that the envelope was mailed from the prison itself. It was a good check, but PNC Bank would not cash their check. They did Not offer a check cashing fee as an alternative. My cousin and I have the same last name. PNC Bank offered no option to cash the check written off their bank. It had become a life and death situation, and they kindly expedited Legal review, but PNC XXXX declined the third draft of power of attorney. Their review process was averaging four days per document review cycle. PNC Bank fails at customer service. My online review is at XXXX XXXX XXXX? XXXX
Company Response:
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2018-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A