Date Received: 2023-12-30
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hi CFPB, I applied for a business checking account with XXXX Bank upon which, after maintaining a {$5000.00} average ledger balance for three months and performing 20 debit card purchases, I would receive a {$200.00} promotional bonus. I have not yet received this bonus after nearly six months and I would like to request your help to obtain this, as PNC has not been helpful in responding to my inquiries nor have they credited my account. Thank you, XXXX
Company Response:
State: CA
Zip: 92683
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: This is a kind of long story so to make it short, I had a truck loan through PNC. Years I had this loan setup through autopay and back in XXXX I tried to take it off autopay due to some unexpected issues with money and for the first time since opening the loan I did not have the money in the account it was going to have to be late and they were understanding and said no problem we'll take you off autopay and you'll just have to make a one time payment when you can. Well the date of my usual autopay always came out it did. Not once but tried twice. Causing hundreds of dollars of overdraft and return payment fees that I was forced to just pay cause my bank said not there problem and PNC said oops sorry it was a mess up in our system but your fees are not our problem. Cool, fast forward to now the next month. Already now having made the payment I owed from XXXX after catching back up from the overdraft and return item fees, on top of paying XXXX 's payment 4 days early on the XXXX of XXXX ( due date is XXXX and that's what the autopay was setup to ) being all caught up for the month and expecting to be back on track for my next payment for XXXX, to my surprise I check my bank statement and yet again they're autopay system took out another payment. So again I call. They overdrafts my account again costing me more money in overdraft fees and return item fees and the real problem was from last month I assumed it would proceed to try again the next day like it did the month before and my direct deposit was going in that night so if it did try again I would be out the money. Again they understood but said they don't understand why they're system was doing this and the most they could do is send it to they're " escalations '' and we have to wait for them to investigate the problem and they'll be back to me within 48 hours. We'll sure as rain the system did try again, the money was in there and it did take it draining my bank account less then a month before XXXX. So I call and they say they're looking into the problem they'll be back in touch in another 24 hours. Now to make this even a worse story the truck I had on the loan actually blew the motor during this whole problem and I ended up trading it in because they said it was going to be months to repair through warranty because of backorder parts. Neither here nor there but it adds a little more confusion cause the account is now closed. So I waited another couple days for a call back from they're supposed escalations department and they never called. Countless calls and almost 3 weeks later cause they said they're escalations expert was out of office they finally said they don't know what happened they don't know why but the account is paid off and we'll mail you a check 7 to 10 days which is a little aggravating as it was being days before XXXX and they took {$660.00} dollars out of my account that I was now trying to make up for. So thinking it was over I waited and waited and it is now 20 days later from when they said they mailed the check and no check. I've left voicemails to the so called escalations expert 4 or 5 times since the XXXX no call back and if I call a normal representative they said they can't pull up anything cause my account is closed and only the escalations can. I'm at witts end with this and not sure what else to do. It's absolutely insane to me that not only am I out of this money cause of they're faulty system but I have now paid close to {$200.00} overdraft, return item and late fees on other bills that that {$660.00} dollars was supposed to be going to. If the shoe was on the other foot you can be sure I'd have to pay there fees but since they're a financial institution, I have to pay for they're negligence? I really apologize for the length of this complaint but I feel as if all info was necessary and I know for a fact somewhere in they're system it is recorded because between waiting for them just to tell me they'll finally give me my money back ever representative said the account was well noted. To the point of I would just call and say read the notes it's to long of a story. Please help. Thank you
Company Response:
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2023-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX I made a full payment on my PNC XXXX thru the virtual teller in XXXX XXXX, PA in the amount of {$3400.00}. The Virtual teller was having an issue, at first with the image, but it did appear on the screen as well as the correct amount and she processed the payment. Today, I was looking at my mobile banking and noticed I had a balance which I knew I shouldn't. I saw, posted the same day that the payment was showing as an " adjustment '', so I called PNC 's CC customer service and spoke to XXXX. He could not understand what I was trying to say. I explained what I did and that I shouldn't have a balance. He tried to tell me, at first, that the second payment I made several days later included that balance, which it did not. I kept telling him that the funds from the check never came out of my checking account at XXXX XXXX. he kept insisting that they were returned, which, after I stated I was a XXXX in banking for XXXX Years and knew how to read a statement, they were not. I asked for this to be escalated. I was transferred to XXXX, a supervisor, who spoke with a tone of passive aggressiveness and condescension, I was a bit taken aback and, during the conversation had to begin raising my voice. He said he was able to see that the payment was now rejected for an " unviewable image ''. I questioned how this was possible since the image went through on XX/XX/XXXX and would have gone through their cash letter that night. He said that the SECOND processing area, just yesterday, rejected the item and the funds were " allegedly '' going back to XXXX XXXX. I asked what would happen if I didn't receive them, especially considering the check never attempted to clear my checking account ... ..never received a notice from XXXX XXXX or even from PNC stating there was an issue... XXXX was told to call back and they would have to investigate further. This is not the first issue I have had with PNC concerning my banking relationship. I have well over $ XXXX between my investments and bank account with them and I never get any resolution to my problem or concerns. As of now, they clearly have my check but no one will assist me in getting my payment processed. no funds have been taken from my checking, yet they are telling me they are being returned which makes no sense to me. Please help rectify this.
Company Response:
State: PA
Zip: 18504
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XXXX XXXX payments of {$3700.00} were sent through the Bill Pay program @ PNC Bank to XXXX XXXX XXXX. This was an error, and I called on XX/XX/XXXX to ask them to refund back to me the second, incorrect payment. I was told they couldn't do anything until the next day when the transaction had " settled ''. So I called on XX/XX/XXXX and I was told I needed to " File a Dispute '' and I should talk with XXXX XXXXXXXX XXXX which I did. XXXX XXXXXXXX XXXX told me to simply have PNC " Revoke the Authorization '' which XXXX XXXX told me is a very simple process, and is done regularly. However, when I called PNC, they informed me " we don't do that '' ... your only option is to " File a Dispute ''. So, on XX/XX/XXXX I started the Dispute process. On XX/XX/XXXX I was told I would receive a " Provisional Credit '' while they were researching my Dispute, and I should see the credit in my Checking Account by XX/XX/XXXX. However, on XX/XX/XXXX there was no credit, and when I contacted PNC again, they told me no Provisional Credit would be issued, and I must wait " up to 10 business days '' for the Dispute Process to complete. On XX/XX/XXXX they closed out the Dispute as they needed my verbal authorization. They never contacted me for that verbal authorization. Now I am told I must get the funds from XXXX XXXX XXXX I was continually lied to and PNC never corrected their error.
Company Response:
State: FL
Zip: 33445
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: PNC Bank acquired my home equity loan with the purchase of Compass Bank in 2022. The amount of delinquent mortgage payments are excessive. The bank is asking me to make payment on a lump sum amount with no explanation on origin of the amount. I asked the bank to validate the delinquent amount in relation to number of delinquent monthly payments showing dates of individual delinquent monthly payments with interest, late fees, and other fees. The bank refused to validate the delinquent balance and simply stated in its response to my request " that the loan is valid. '' The amount of the delinquent amount requested by PNC Bank is {$150000.00}, with no explanation on how it derived the delinquent amount. This amount equates to over XXXX XXXX of delinquent mortgage payments.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: PNC Bank responses to my request of other fees on my Mortgage statement ( {$20000.00} ) has not been met from the two previous complaints filed with CFBP. Specifically, Amount paid to XXXX XXXX XXXX during the scheduled foreclosure sales of XXXX and XXXX are not reconciled with the itemized bill from XXXX XXXX XXXX XXXX XXXX. ( See attached documents from the Sheriff 's office ). The itemized bills are as follows : In XXXX PNC paid to the Sheriff $ XXXX XXXX PNC paid {$230.00} and in XXXX PNC paid {$2500.00} for a total of {$5800.00}. PNC claims {$9300.00} on their invoice as amount paid to XXXX XXXX XXXX. ( see attached invoice from PNC. There is a discrepancy between the two invoices from the Sheriff and PNC.Therefore, PNC must be accountable for the difference of {$3400.00} and have them reduce the fees on my Mortgage statement by this amount pending further investigation into the fees.Include, but not limited to appraisals, attorney fees, foreclosure fees etc.
Company Response:
State: PA
Zip: 17315
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: Since XXXX, I have been a loyal member of PNC bank being very satisfied with their services until this past year. In XX/XX/XXXX, fraudulent activity occurred on my debit card of a {$1000.00} transfer through XXXX, despite not having a XXXX account. Thankfully, the PNC fraud department called me directly and after answering all pertinent questions, the transaction was immediately disputed. Being concerned with how someone was able to create a XXXX account under my banking account, I went into PNC XXXX where the representative XXXX XXXX assisted me in changing my online banking username and password and obtaining a new debit card with no further actions being necessary. On XX/XX/XXXX, I was at work when I received a call from PNC ( photo attached ) asking me the same questions I was asked in XXXX, in addition to, if I was attempting to wire transfer {$4300.00}. I immediately said no and explained how a similar situation happened to my account earlier in the year. Throughout the XXXX minute phone call, the PNC representative instructed me to use the PNC Mobile Banking App to transfer the money into a secure account while the fraudulent department worked to dispute the transaction. I was assured that my money would be safe and taking the steps instructed was necessary since it was a wire transfer which I have never sent before. That same night, the {$4300.00} was removed from my account and never replaced. XX/XX/XXXX, I went into the PNC XXXX XXXX branch and spoke with representative XXXX XXXX. He found there was an unknown phone number attached to my online banking account to which we removed. We disputed the wire fraud charge, froze all banking accounts, and again, I obtained a new debit card and changed my online banking username and password. After not hearing any updates regarding my case, on XX/XX/XXXX, I went into the PNC XXXX XXXX branch where I was informed the investigation was still ongoing. This time I obtained an entire new banking account and debit card. XX/XX/XXXX, I received a letter in the mail from PNC stating " no error has occurred '' and I would not be granted a refund. After calling and being transferred to multiple PNC employees, I demanded to speak with a higherup who is more equipped to my situation. After two months, I was finally able to speak to a case manager, XXXX XXXX, who allowed me to fully explain my case and told me I would hear from the fraudulent department shortly. XX/XX/XXXX, I was contacted via email by PNC fraudulent investigator, XXXX XXXX XXXX, who took on my case. After many emails back and forth, XXXX XXXX XXXX informed me the wire transfer was sent to a XXXX XXXX account using my name and address. XX/XX/XXXX, I went into XXXXXXXX XXXX in XXXX XXXX to gather more information. Although PNC and XXXX are able to see the account the money was transferred into, I was told they can not give me any further information since it is not my account. After five months of phone calls, going to multiple PNCs, submitting disputes, and speaking to a PNC investigator who granted false hope that the fraudulent wire transfer would be resolved, on XX/XX/XXXX, I received an email from XXXX XXXX XXXX stating neither PNC or XXXX XXXX is going to refund my {$4300.00} back due to the fact the funds were utilized immediately so there is no money to be sent back. I was then advised to contact the police. How is it that the PNC fraud department was vigilant in noticing the fraudulent activity that occurred in XXXX but was not suspicious of a large amount of money wire transferred from an account that has never sent one and had previous false activity recently? I have exhausted all of my options even though it is clear this is a fraudulent wire transfer. I give full permission to contact XXXX XXXX to trace the PNC phone call and am willing to answer any and all further questions. Thank you for your time and consideration for inquiring into my complaint against PNC Bank.
Company Response:
State: MD
Zip: 21014
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: Date of Transaction : XX/XX/2023, Transaction Amount : {$100.00} Action Taken : Filed a dispute with the Bank. I got scammed when I responded to XXXX group posting on moving sale. Messaged the seller and did a deposit of {$100.00} using XXXX As soon as I realized that i was scammed, logged into the bank account and tried to dispute the transaction. Couldn't dispute the transaction as it was in pending status. Called the bank 's customer service to file a dispute. 1. The bank agent mentioned that PNC doesn't provide any fraud/scam protection on XXXX transaction XXXX XXXX is a separate entity and just providing free of charge service. 2. I had requested a copy of bank 's customer ( XXXX XXXX XXXX ) protection policy & procedures specific to XXXX product/service. The agent asked me to check the terms & conditions of XXXX to find answers.
Company Response:
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I submitted complaint # XXXX against PNC Bank for wiping away $ XXXX of credit after I had paid the balances snd been a loyal customer of over 20 years. The person at PNC could offer no assistance instead relying on what an outdated credit report stated. I know that PNC had the ability to override that decision, but seem to be unwilling to do so. I explained I am on a fixed income snd depended on the credit for my living expenses. There was no sympathy whatsoever from PNC.
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I'm not certain how much money they stole from me. It was during covid. I called them about it and they told me they was recording our co versatile so I told them I was recording the call on my end as well. The customer service lady told me she wasn't going to talk to me because I was breaking the law which I wasn't. So later that afternoon I called my local branch and they hung up on me. So I got no where but a bunch of money stolen from me and could do nothing about it.
Company Response:
State: KY
Zip: 42101
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A