Date Received: 2018-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: New flood zone maps were being drawn up for our city and went into effect XX/XX/XXXX. When we heard there was a good possibility that our home would now be considered in the flood zone and would be required to purchase flood insurance, we hired XXXX XXXX XXXX, XXXX. to come to the property and take measurements. When he finished measuring my property his exact words to me were, " It's not even close. '' XXXX created a Letter of Map Amendment ( LOMA ) and filed it with FEMA. It went into effect XX/XX/XXXX. Our mortgage with XXXX XXXX was sold to PNC Bank XX/XX/XXXX. PNC sent us letters on XX/XX/XXXX and XX/XX/XXXX stating that we were in the flood zone and would be required to purchase insurance. When we did not purchase flood insurance on our own they purchased it on our behalf. We faxed the LOMA to PNC Bank XX/XX/XXXX. I received a certified letter from PNC dated XX/XX/XXXX stating they reviewed our insurance inquiry but flood insurance was still required. I called PNC and talked to XXXX. She said that the map was dated XX/XX/XXXX and the LOMA was dated XX/XX/XXXX. I called FEMA and talked to XXXX. He said that the maps went into effect XX/XX/XXXX and the LOMA was dated XX/XX/XXXX and that the LOMA was valid. I called PNC back and talked to XXXX. I explained that I had talked to FEMA and maybe PNC had the dates backwards. I received another certified letter from PNC dated XX/XX/XXXX stating that they reviewed our insurance inquiry but the FEMA website has a map with our property in a flood zone. They included a few maps as well as a XXXX XXXX XXXX XXXX Form prepared by XXXX. On this form in section B, box 3 it asks " Is there a Letter of Map Change ( LOMC )? '' They had selected " No. '' I called FEMA again and asked him to review the map and LOMA. " What am I missing? '' I asked. He said, " Your letter is valid and is a legally binding document. If they ignore it, they are in violation. You should report them to the Lending Institution Regulatory Authority. '' XX/XX/XXXX, I called PNC and talked to XXXX. She assured me that she would personally find out what is going on and call me back in 2-3 days. Frankly, I don't understand what they are researching since they should know why they rejected my paperwork twice. In my opinion this " research '' should already have been done if they felt they had grounds to reject the LOMA again and it should be noted on my file. I took a picture of my letter from our previous lender ( XXXX XXXX ) stating that they would refund our flood insurance since we were not in the flood zone according to the LOMA and sent it to PNC. I never heard back from XXXX. I called PNC and talked to XXXX on XX/XX/XXXX. He said, " I see your letter. I will forward that on to the flood review department. You should hear back by XX/XX/XXXX. '' XX/XX/XXXX I called PNC to make sure things are progressing. I talked to XXXX who told me that according to her records they have until XX/XX/XXXX to get back to me. I explained my frustrations : I have called them five times. I have called FEMA twice. Our land surveyor says that the LOMA is a matter of public record and should have been reviewed by the PNC underwriters before they even decided to purchase our loan. FEMA suggested that I report them. The land surveyor, FEMA, and our previous lender all determined that we were not in the flood zone and not required to purchase flood insurance. I want to talk to a supervisor. XXXX said they will need 24-48 hours to get back to me. I told her, " I have waited long enough. I want to talk to someone today. '' No one contacted me. XX/XX/XXXX, I called PNC 's customer service department. I talked to XXXX and asked her, " Who do I talk to about a complaint? '' I explained the situation to her. She said she would review everything, find out what's going on, and call me back that day. I called customer service just before closing to see if XXXX had any answers for me. I talked to XXXX who said that a supervisor from PNC insurance department will be calling me tomorrow. This is terrible customer service. If I had a choice I would take my business elsewhere. If there is a problem with the paperwork, a courtesy phone call would have been appreciated. These letters that they sent me don't tell me what the problem is - just that I should talk to FEMA which I have twice. They don't see any problems. I can't get through the front line of telephone operators at PNC to get to a person with any answers. This entire experience has been very frustrating. Most of the employees that answer the phone apologize and sympathize with me but I can't get any results. XX/XX/XXXX I wait anxiously for the 48 hour deadline to hear from a supervisor. It comes and goes. I call PNC insurance department. I wish I had the name of this employee because she was the most cold and unhelpful person I've encountered during this ordeal. She said in a snarky tone, " It's not 48 literal hours. We have until the end of business today to contact you. '' So now, yes, I'm angry. I'm beyond frustrated. I raised my voice. While I tried to explain that I was in the process of reporting them because it was getting ridiculous, she talked over me and said she would disconnect the call unless I stopped yelling. " Did you hear what I said? I'm going to report your bank because I can't get any answers to this problem, '' I repeated now calmer. " Well that's your right, '' she said. " You don't even care. I have called many times and talked to many people and no one has talked to me the way you have, '' I said. " You were probably respectful to them and you have not been respectful to me, '' she claimed. She ended with, " I will call you back at XXXX today to make sure that a supervisor has called you. '' I didn't hear back from anyone that day. XX/XX/XXXX, an executive calls me I think because of my complaint to the customer service department. He apologizes for all the hassle I've been through. I tell him my story. He says, " We have to do whatever FEMA says. '' I said, " Good because FEMA says the LOMA is valid and that you are in violation. '' He goes looking through the paperwork and finds the faxed LOMA. He tells me that it's very grainy and he can't read most of it. I offer to email him a picture of the document. He said to give him 2-3 days to get this figured out. XX/XX/XXXX, the supervisor for the insurance department calls. I give him an abbreviated version of what I've been going through. He apologizes and says that's not what they want to hear from customers. He mentioned the problem with the dates. I explained that the LOMA came after the maps and FEMA says it's valid and that they are in violation. He says he'll do some research to find out why it was rejected. I ask if he is the supervisor I asked to talk to on XX/XX/XXXX. " I have no idea. I just heard about you an hour ago, '' he said. I asked him if he wanted me to email him the LOMA. He said, " I think you've done enough. I'll take it from here. You and I will work together. I'll call you Monday. '' Monday XXXX calls back and says he sees that our property is in the flood zone according to the maps on the FEMA website. I say, " I understand that it looks that way. That is why we have a Letter of Map Amendment. It is amending that map. '' He says that the letter is outdated. I say, " I have talked to FEMA. They say the map is dated XX/XX/XXXX and the LOMA is dated XX/XX/XXXX. FEMA says that it is valid. Have you talked to FEMA? '' He says no and that he will leave that to the flood research department. Please help me. I feel like I'm going in circles having the same conversations over and over again. FEMA, land surveyor, XXXX, and us are all in agreement and on the same page except PNC. PNC claims to side with FEMA, but FEMA sides with me when I call them. I don't understand and am beyond frustrated. I spoke with a loan officer from a local bank who told me that if we do not agree to purchase flood insurance and PNC is requiring it then they should never have purchased our loan. They do not have the right to force it upon us now especially since we already had it worked out with the previous mortgage company. This has been a painful, stressful process and it didn't need to be. PNC let every deadline lapse without contacting me until I finally got the attention of an executive and supervisor ( who apparently didn't even know I had asked to talk to a supervisor ). While trying to communicate with PNC I was left with the opinion that this company is either incompetent or malicious. Neither word is appealing when choosing a mortgage company. I do not trust them and still do not have the issue resolved.
Company Response:
State: KS
Zip: 671XX
Submitted Via: Web
Date Sent: 2018-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was laid off a few years back and fell 2 months behind. I've been keeping up with payments but can't catch up on the 2 past payments. I wrote letters asking if they can put the owed balance to the end of my loan. They never answered back and keep adding charges. I'm up to XXXX in back pays. They also never sent me a mortgage coupon booklet for XX/XX/XXXX so I continue paying what I paid a month for XX/XX/XXXX. They're not helping me at all. I'm in desperate need of help. I am supporting XXXX kids with no help and it's impossible to catch up with all these penalties. Please help. My loan is with pnc
Company Response:
State: PA
Zip: 19149
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-12
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I graduated high school in 2012, and I was in search for a job. I found a summer job on XXXX before, and worked there for quite some time. ( XXXX XXXX XXXX XXXX ) I figured I could find another job in addition to my current job on XXXX again. I was contacted by a family on XXXX who had a child who was wheel-chair bound. I corresponded with the family for a few days in regards to employment as a nanny for the family. I was told that they were moving from another state, to the current state I am in. They needed help with the child while moving. The family told me they bought a new wheel chair for the child and needed it to be picked up and already home by the time they got in. The story the family told me made sense, and are the regular duties a family would ask a nanny. Once I received the check, which was sent over-night, I was instructed to cash it, then send the money to the child 's wheel chair makers for payment, and delivery of the chair. I had an account with PNC bank. I had a particular bank I would always go to. PNC Bank XXXX XXXX XXXX, Ga XXXX. Before I cashed the check, I went to PNC, and asked a teller I was familiar with about the check I received from the family. I told the teller the back story, and asked if he could determine if it was a fraud check or not. He instructed me that a determination of a fraudulent could not be made by looking at it. The only way I would know is if I placed the check in my account, and the money from the sender did not cover the amount on written on the check. I contacted by the family again with arrival dates and times. I figured it was legit because I we set up a meeting place, etc. I can not recall the exact amount the check was for, but it was less then 5,000. The next day I went back to the PNC to cash the check. The check cleared a few days later, and a few more days later I was contacted by PNC that my account was shut down because of fraudulent activity. I called and explained to PNC that I had no idea, and that I'm a nanny that was looking for a job. I was told by the fraud department that it was a man named XXXX XXXX. The check was written from a closed account. I was told I had to pay the money back that my account went negative for. I told them the money went to another account via XXXX XXXX XXXX. ( The wheel chair makers account ) I am now XXXX, and this still haunts me. I can not open a personal bank account due to a scammer. I was young and XXXX, but also a target, because the scammers constructed a plan based on my resume on XXXX.
Company Response:
State: GA
Zip: 30340
Submitted Via: Web
Date Sent: 2018-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I asked my mortgage company for a modification. They did not grant one. However, they added an escrow account to my loan account. My property taxes are current and have never been in default. And, after more than 11 years into my mortgage, the company initiated an escrow account to pay for taxes that I have been solely responsible for and paid since the inception of my mortgage. I have more than 40 % equity in my home. My down payment was over 20 % so that I avoided both PMI and an escrow account. Can my mortgage company force me into paying an escrow account after 11 years?
Company Response:
State: CA
Zip: 91104
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced 6 months ago with PNC. They added an extra {$1500.00} to our mortgage amount for escrow. We are now being billed {$1000.00} for an escrow shortage 6 months later!! This doesn't seam possible, unless they made a big error at the time of closing! The year before we refinanced, there was another Escrow shortage with PNC. Something seems very wrong here! Their mistakes, have cost us a LOT Of money! We refinanced to better afford our house. We bundled the fees and escrow into our new loan amount! With the shortage, our new monthly mortgage is not too far from where we were before we refinanced! How can banks keep making mistakes like this, and get away with it? We have NOT received any tax or home hazard insurance letters to indicate any increase!
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2018-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I live in XXXX XXXX CA at XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX, XXXX XXXX CA XXXX Others frauded my documents XXXX states wide frauding scams frauding XXXX XXXX XXXX XXXX Michigan XXXX Indiana of XX/XX/1972 of my I'd Fraud scams using my birth certificate long form of MD XXXX XXXX XXXX XXXX XXXX of XXXX XXXX XXXX XXXX Michigan XXXX Indiana of XX/XX/1972 XXXX scams using MD XXXX of my immazation record Fraud scams using using XXXX XXXX XXXX XXXX death record of XXXX XXXX Indiana XXXX scams using my XXXX documents of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX scams frauding XXXX Indiana of her documents attached to her social security number and serial numbered documents XXXX had a Sir name of XXXX Then frauding scams frauding using her parents death record 's of XXXX XXXX married to XXXX XXXX of sir name Sassenhauser Frauding scams frauding her parents of serial numbered corners records of XXXX XXXX married to XXXX XXXX all death record 's Fraud scams XXXX scams frauding XXXX XXXX biological daughter of XXXX XXXX Indiana of XXXX XXXX XXXX XXXX XXXX scams XXXX XXXX XXXX who was the head of XXXX XXXX XXXX in Michigan XXXX Indiana Frauding scams using using XXXX XXXX sister documents of XXXX XXXX Indiana of XXXX XXXX married to XXXX XXXX XXXX North Carolina XXXX scams frauding using XXXX scams using XXXX XXXX XXXX XXXX fraud scams frauding XXXX Indiana XXXX XXXX XXXX scams using my grade school documents of XXXX elementary XXXX XXXX Michigan XXXX Indiana XXXX XXXX using my documents of XXXX XXXX XXXX XXXX XXXX XXXX XXXX scams using XXXX XXXX XXXX XXXX work place of eculid machine and tool as Eculid towns Frauding scams using XXXX XXXX XXXX scams using XXXX trucks companies and CDLs Frauding scams frauding schools and colleges and universities and books and book authors Frauding scams using using XXXX states groceries stores products using XXXX XXXX and brand advertising Frauding scams using resterant franchises and diners food products Tore into my documents frauding scams using XXXX XXXX Frauding scams using auto stores Frauding scams using RVs Frauding scams using XXXX XXXX XXXX using XXXX Texas XXXX XXXX XXXX XXXX Indiana documents XXXX scams using politican listings and XXXX XXXX scams using boats and XXXX Frauding scams using banking permits business permits Frauding scams using lawyers and judges and attorneys and law partners and court building Frauding scams using building permits with my identity and or documents Frauding scams using medical staff Frauding scams using CPAs and XXXX Frauding scams using police and sherrifs Frauding scams using shelters workers and shelters guests after I was in ones Fraud divisions scams using government workers and listening Frauding scams using theather groups and singers and bands and actors and media scripts Frauding scams using construction business permits Frauding scams using various business permits scams Frauding scams using radio and talk radio. frauding herds scams listings using XXXX herds frauding my XXXX birth certificate.. fraud herds scams listings frauding my divorce record of XXXX XXXX XXXX XXXX Indiana XXXX XXXX XXXX my documents as retailers business permits stores and clothing and chruch groups and church pasters Fraud my documents and auto stores Frauding scams frauding my documents as food products Frauding my documents as retailers workers Frauding my documents of serial numbered documents of XXXX XXXX Indiana XXXX XXXX 's of investment reps and XXXX company workers name 's fraud as XXXX listings off my XXXX federal FBI registrations XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX advertising and bus advertising Fraud scams using shopping malls sinage Fraud scams frauding my documents which all are serial numbered documents of birth and married and divorce and death record 's Frauding scams using tv products and tv shows scripts Frauding scams using herds of insurance workers and offices permits and products Fraud scams using sports players and accounts Fraud scams using XXXX off XXXX XXXX documents Fraud scams using Neely off my XXXX documents Fraud scams frauding using XXXX herds XXXX my Brandmeyer families death record 's of serial numbered documents Fraud scams using sounds The same as my documents as retailers Fraud scams using new paper Fraud scams using XXXX business XXXX and XXXX scams and XXXX business XXXX scams and XXXX XXXX scams using XXXX XXXX Georgia XXXX and XXXX XXXX and XXXX XXXX XXXX XXXX XXXX documents of XXXX Indiana XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to XXXX XXXX XXXX Michigan State XXXX XXXX XXXX XXXX XXXX my XXXX a public storage retiree ...
Company Response:
State: CA
Zip: 90003
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-11
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I went to open an account online and was denied. I then went to the branch and they said Ive had multiple accounts with PNC of which Ive never had one, ever! The branch manager gave me a non working number with a XXXX area code to the executive team. Ive been a victim of indentity theft before but I have no information about PNC accounts and branches are less than helpful. I would like to Open the PNC Virtual Wallet performance account that I should be entitled to as a new client.
Company Response:
State: OH
Zip: 43054
Submitted Via: Web
Date Sent: 2018-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: XXXX XXXX GiftCard purchased in 2014. Bank states that because the card was inactive after 12 months. They automatically deduct {$2.00} per month until active. We never used the two cards we had so we lost all our entire gift card balance. Explained that these fees were outlined in the agreement. Why should the funds expire? This is the banks stealing money from consumers.
Company Response:
State: CA
Zip: 90404
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-09
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: PNC has gotten in the practice of not posting transactions until late at night in order to charge you overdraft fees after their cutoff for transfers. My account did not appear negative until they charged their over draft fees ( 1 of which they're claiming for a {$1.00} transfer to a savings account XXXX Zero transparency in their online banking. spent 30 minutes on the phone being talked down to about keeping a check log book. I spent more money on their overdraft fees than on anything else and I'm done with them.
Company Response:
State: PA
Zip: 19130
Submitted Via: Web
Date Sent: 2018-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ON XX/XX/XXXX I MADE AN ADVANCED 1 MONTH PAYMENT FOR MY MORTGAGE TO GO BI-WEEKLY. TRANSACTION # XXXX TEL ID# XXXX IN THE AMOUNT OF $XXXX. SINCE XX/XX/XXXX I HAVE BEEN RECEIVEING THREATENING LETTERS AND PHONE CALLS FROM PNC BANK THAT I HAVE BEEN DELINQUENT 1 MONTH BECAUSE THEY NEVER RECIEVED THE PAYMENT IN QUESTION. I HAVE COMMUNICATED AND FAXED OVER MY BANK STATEMENTS SHOWING PROOF OF THE PAYMENT WITH THE TRANSACTION NUMBER AND NOW IN XX/XX/XXXX THE HARRASSMENT AND LETTERS HAS NOT STOPPED. PNC BANK IS UNWILLING TO FIX THEIR MISTAKE THEY ARE CAUSING MY FAMILY AND MYSELF UNDUE STRESS THAT I MUST CONTACT YOU FOR HELP.THANK YOUXXXX XXXX (XXXX)-XXXX
Company Response:
State: NY
Zip: 11433
Submitted Via: Web
Date Sent: 2018-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A