Date Received: 2018-02-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX - new home insurance policy took effect with XXXX XXXX XX/XX/XXXX - i called PNC spoke with XXXX - notified them of the new carrier and to NOT pay XXXX This policy was not executed as it was only a quote we received from them. XXXX entered these notes and indicated that they had not received anything from XXXX. XX/XX/XXXX - received an escrow shortage statement with a home insurance payment in the amount that matched the XXXX quote - no indication of payment to XXXX. XX/XX/XXXX - spoke with XXXX XXXX at PNC - she indicated a payment was made to XXXX on XX/XX/XXXX and a payment was made to XXXX on XX/XX/XXXX. PNC paid 2 annual premiums in a span of 5 days even though I had already informed them of who to pay and who NOT to pay. I was given no explanation as to why my notification was not followed. Now my escrow account is over drawn and PNC wants additional funds. It is over drawn because they paid 2 different companies full annual premiums. I now apparently have to follow up with XXXX to get the incorrect payment back from them and then figure out how to get MY money back to my escrow account. PNC has totally failed in managing my escrow account.
Company Response:
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2018-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I own a commercial building and previously banked with PNC. My tenant inadvertently sent the rent to PNC bank XXXX, but we had changed banks, closed the PNC accounts, and notified the tenant. PNC cashed the checks totaling almost {$7000.00} and held the money for several months. They now claim the funds were returned, but XXXX XXXX, who originally issued the checks, has provided documentation of the cashed checks and the account debits, and has no record of the funds being returned. After 4 months and numerous phone calls emails faxes etc, PNC has still not provided acceptable documentation of the funds.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2018-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called PNC Bank on at least three occasions to inquire as to whether I could have the escrow removed from my mortgage. Each time I called, I was told that it would be no problem and that I simply needed to pay the items currently escrowed, property insurance and property taxes, and provide proof that the items were paid in full along with a written request to remove the escrow requirement. As such, in early XX/XX/XXXX I purchased and paid in full an insurance policy along with paying my XX/XX/XXXX taxes, which are payable in XX/XX/XXXX, in full. Immediately after, I sent an email to PNC per the instructions from the customer service representatives that I spoke to, including statements and receipts for the property insurance and tax payments. I was initially given the wrong email address, so I did not get a timely response and called to inquire, when I was given a different email address. I resubmitted the request and supporting documentation and received a reply about a week later denying my request. The reason for the denial were that my loan to value ratio exceeded 80 % and I had an active mortgage insurance policy on the loan. At no time was I told that my request to remove escrow was contingent on anything. Each of the three representatives that I spoke to assured me that I only needed to submit the request with evidence that the tax and insurance had been fully paid. As a result of those phone calls, I made the decision to pay those items in advance. This decision was made with consideration of my budget and the impact that a lower monthly payment and refund of funds currently in escrow would have. In other words, I was planning to pay for these items with the escrow funds that would be returned to me and the money saved each month. I have appealed this denial through the Chief Customer Officer at PNC, XXXX XXXX. She delegated the appeal to XXXX XXXX. I have voiced my concerns with XXXX XXXX, however her position is that due to the LTV and mortgage insurance issues they will not do anything about the erroneous information I received. She told me she listened to one of the three calls I made and admitted that the response was ambiguous. She stated she was unable to locate the other two calls. I would not have purchased this policy or prepaid my taxes if I knew there were a chance that I could not remove the escrow requirement ; there is no reason to outlay those funds twice. I believe it's clear from my actions that I was told the process to remove the escrow and that there would be no issue with the request. Why would I be told to submit evidence of payment if there were a chance it would be denied?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80232
Submitted Via: Web
Date Sent: 2018-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Started to work on my taxes today ( XX/XX/XXXX ), and noticed that PNC Mortgage hadn't added my hazard insurance payment of {$510.00} on my escrow account. Attached is a receipt showing that it was paid on XX/XX/XXXX ; for the period of XX/XX/XXXX thru XX/XX/XXXX. INSURANCE WAS COVERED SO WHY ISN'T IT SHOWING UP ON MY ESCROW ACCOUNT FROM PNC MORTGAGE???? My account was transferred to XXXX or XXXX XXXX on XX/XX/XXXX, this shows that PNC Mortgage was responsible for paying my hazard insurance for XX/XX/XXXX. XXXX or XXXX XXXX didn't pay anything towards my insurance until XX/XX/XXXX for XX/XX/XXXX ( XX/XX/XXXX thru XX/XX/XXXX ). I have attached on the necessary paper work for your review. This is exactly the same thing that PNC Mortgage did when they withheld my monies for repairing my home for over 7 years.
Company Response:
State: PA
Zip: 15206
Submitted Via: Web
Date Sent: 2018-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This report stated that the PNC account is 30-59 days past due and that is incorrect
Company Response:
State: FL
Zip: 33432
Submitted Via: Web
Date Sent: 2018-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX we closed on a Home Equity loan as a refinance of our original mortgage issued in XX/XX/XXXX. This Home Equity loan on XXXX XXXX XXXX XXXX PA XXXX, was for the total amount of {$230000.00}. It was written by PNC Bank Mortgage loan officer XXXX XXXX, out of the XXXX XXXX XXXX XXXX office ( I'm not completely certain that this was the branch he worked out of ). At the time, he told us that we were getting a 15 yr. mortgage. At no point did he inform us that we would have a balloon payment of {$160000.00} due at the end of 15 years. At no point in the 15 years that we had this loan did PNC communicate to us that this balloon payment would be coming due in XX/XX/XXXX. In fact, the only way we discovered this was through our online banking portal. The payment due changed on XX/XX/XXXX from the typical {$1300.00}. to {$160000.00}. THIS IS PREDATORY LENDING. We have faithfully made our payments for the past 15 years, and now PNC expects us to come with a lump sum of XXXX? We need to have the loan modified in a reasonable and affordable way. So far PNC has NOT cooperated, we applied for a refinance and were told we did not quality - due to income and debt requirements. We own a small business and have cash flow problems. But we HAVE always made our mortgage payments. When we inquired about our options at PNC were advised to let it go delinquent and then do a " work-out '' we do not want to go delinquent and have our credit ruined. This is inexcusable. Please require PNC, a multi-BILLION dollar company, to do the right thing and modify this egregious loan product that should have NEVER been issued, and should have come with many, many communications about its payment structure.
Company Response:
State: PA
Zip: 15217
Submitted Via: Web
Date Sent: 2018-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been trying to refinance my home and have been unable to because of a HELOC that was included in a Bankruptcy ( discharged in XX/XX/XXXX ) because the bank, ( PNC ) has refused to give a payoff or report the information to the credit bureau on the HELOC. I filed a chapter XXXX Bankruptcy that was discharged in XX/XX/XXXX.PNC was the holder of a HELOC on my property that I continued to pay even though it was included in the bankruptcy.I had tried to obtain a lien release and was quoted a figure of XXXX in XX/XX/XXXX.They claimed I still owed the money even though it was not reported to the credit bureau and they would give no rating in order for my lender in XX/XX/XXXX to do the refinance.They would also not subordinate this lien to a refinance so I had no options.I was paying a 5.25 % interest rate and wanted to refinance it to lower my payments.They were being impossible.I was willing to give them XXXX and get rid of them but they refused to give a payment history to the credit bureau on my payments on the HELOC. It cant work both ways, if the debt doesn't exist because of the bankruptcy then it should be discharged as a lien, if the lien still exists they can give a payment history so I can pay them off.They have not given me a statement or a balance in over 4 years despite many requests.As a mortgage servicer aren't they obligated to? My attorney told me that PNC was now offering lien releases to clients who were in Bankruptcy when I was, apparently they made errors during the process and they were making restitution.I am attaching a copy of the letter sent to other clients.I called them for my lien discharge and they said my bankruptcy dates didn't qualify I advised them that it was in the same time frame as the person who received the attached letter and they said they would have a supervisor call.On XX/XX/XXXX I spoke to a XXXX XXXX at XXXX and he advised that he couldn't address all the issues but it had been elevated and within 1 day I would be contacted by a XXXX XXXX.He could not give a contact number and she has not contacted me.
Company Response:
State: MA
Zip: 01887
Submitted Via: Web
Date Sent: 2018-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-15
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have over the course of a few year while with PNC have been charged overdraft fees. Primarily they have triggered occurring fees the next day after deposits have been posted. PNC regularly uses a predatory tactic of ordering my transactions to allow for the maximum overdraft allowable in a day. This behavior is unethical and predatory.
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2018-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed on a HELOC for $ XXXX with PNC on XX/XX/2018. At closing they offered to transfer $ XXXX to our checking account. We specifically declined this offer, and did not sign the paperwork to authorize the transfer. On XX/XX/XXXX I observed that $ XXXX had been transferred to our checking account without our permission. PNC is not able to say how or why this happened.
Company Response:
State: MI
Zip: 49315
Submitted Via: Web
Date Sent: 2018-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-13
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Was approved for 2 credit cards with PNC Bank. A personal for XXXX and a business card for XXXX. Seemed fine. I had an emergency back where Im from so i had to move shortly after from XXXX back to XXXX. Im a new XXXX XXXX, and am eager to do things right, but had no coaching on how to manage finances so I was excited to be a new client with PNC. Little did i know that this conservative Bank would profile me, and close both of my cards indefinitely and told Bank managers that i work with on my accounts that there was a lot of fraud on my cards. I do admit that i had to use my personal card to do business transactions at times, and my business card to do personal transactions at times. Mainly because their fraud department would decline my transactions per one or the other card, leaving me with not much choice other than using another card. I was treated as if I was doing something illegal, when in fact, I was just trying to start my year, and my new business off on the right foot. This was unfair, and I am being punished for not following rules that I didnt know existed. They said i should not have bought pizza ( for an event that my business was holding ) or gloves for my kids ( when my personal card wouldnt work ) with the card i used at the time. Now my cards are both closed while Im in the middle of a project that I got the cards for in the first place.
Company Response:
State: MI
Zip: 49506
Submitted Via: Web
Date Sent: 2018-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A