Date Received: 2021-10-22
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: PNC acquired BBVA. As of XX/XX/XXXX, I have not been able to access my old BBVA account. PNC never sent any information on new account numbers, routing number, or online access information. PNC website says my account can not be found. The local PNC branch is unable to easily find my account and is telling to wait for additional guidance. I have a debit card and was told, " well, you can use the ATM '' but my old PIN doesn't work and they never issued a new one.
Company Response:
State: TX
Zip: 77009
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: It has been well over three weeks and the PNC BANK has not given me a reason as to why I can not access my funds. Every time I call to find out what is going on they say my account is under review and that they will call me within 24 hours which they never do. At which point I call again to get the same response over and over. They will not even allow me to close my account. When ever I call no one knows what is going on and they claim not to be able to see it or be able to give me a reason. I have called numerous amount of times both before and after the BBVA and PNC Bank merger and neither banks have been able to provide proper care.
Company Response:
State: ND
Zip: 58801
Submitted Via: Web
Date Sent: 2021-10-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I called and was told the account would be closed twice. I filed a CFPB complaint # XXXX and have not received a response within 60 days. I got a statement with a credit balance indicating that the account is still open with a large credit limit for a business that does not exist any longer.
Company Response:
State: AL
Zip: 35244
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have banked with PNC for 2 years now, I don't really dispute anything unless I have too. Despite me being with PNC which I could have easily chose to do business with another bank but today is the last straw. I have maybe disputed 6 charges total out of my entire time with this bank and closed out 2 and it has been a terrible experience. I'm guessing the only time you are entitled to your money back if 1. unauthorized charges. or 2. didn't receive your merchandise and that's sad. clearly unsatisfied quality of merchandise don't count as a reason to dispute anything this bank has changed so much i should've closed my account a year ago when my account wasn't even secure when someone hacked into my bank account and stole my money and it took them 3 weeks to give me my money back after filing a complaint. and i'm just tired of it i will be no longer doing business with this bank. last but not least, they're customer service team have you waiting hours before someone answers the phone, and even hang up on you like a representative did me today on XX/XX/2021 from an PNC EXECUTIVE OFFICE and refused to answer the phone when i vented my frustration what is the point of banking with a bank that doesn't have your very best interest. it's ridiculous she hung up. I will also let everyone know about this bank so they can choose another bank..
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I opened a XXXX savings account on XX/XX/2021 and funded it with {$25.00} as part of a broader promotion paired with a checking account I also opened that day. XXXX was acquired by PNC and sent me notice while I was away on holiday that they were consolidating to the PNC web portal. I got a paper bill from XXXX saying the account had gone to a negative balance - $ XXXX due to a paper bill fee I never agreed to when signing up for XXXX, and for an unspecified 'service fee ' I was unable to gain access to my PNC online account for days due to technical issues on the server ( which eventually resolved themselves ), and then was disconnected or re-routed endlessly when I tried to contact PNC via phone. When I did speak to one rep, she could not see the charges nor explain what they were. I now have a negative balance account due to these charges, without context on why.
Company Response:
State: CA
Zip: 94132
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: PNC took control of XXXX accounts on XXXX. Since the takeover, I have not been able to access my money in multiple personal and commercial accounts. I have {$3.00} XXXX in accounts in multiple states that are inaccessible to me. I have gone to the local branch they couldn't access my accounts and could not offer assistance. I have waited for 2 hours on the hotline only to be redirected to Managers that could not be of assistance. We have followed every protocol provided by PNC and still can not access our accounts. We have spoke directly with a VP of customer relations, XXXX XXXX, at PNC who said that there is no resolve in sight. We understand that this is affected thousands of other PNC customers. I need access to my money for my businesses.
Company Response:
State: NM
Zip: 87110
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: This bank is only open and operates by charging people fees even in a pandemic money hungry husband battling XXXX XXXX XXXX with second XXXX. On XXXX XXXX every 2 weeks costing XXXX for a month supply. So much money to the banks cant even get my monthly bills paid. Over XXXX in one year. Yet they have nerve to tell me they helped me they have not. Employees rude disrespectful even discriminate low income barely making it customers. Parents opened this account years years ago this bank doesnt care about loyalty suppose to charge one fee now telling me they are going to charge me 4 times a day.
Company Response:
State: OH
Zip: 45255
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My account was originally with BBVA, a direct deposit for {$340.00} was sent on my closed BBVA account number XXXX. The funds should have been rejected and sent back to the company. Instead, BBVA cleared the wire on XX/XX/XXXX but never credited my current account. As of XXXX PNC took over and Im getting the run around about my money., I have a Federal Tracer number of XXXX. Which shows funds cleared. I was on hold with PNC on XX/XX/XXXX for 2 hours no one picked up. Then again today XX/XX/XXXX for over 2 hours and have spoken with 5 different people and this has not been resolved yet. They have everything they need to track this wire with the feds yet no one has done a thing to help with locating my funds. I need someone to take charge and to their job. PNC merged with BBVA worse thing that couldve happened. Nobody knows nothing.
Company Response:
State: FL
Zip: 32068
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PNC took over as servicer for both of my mortgages a few months ago. Since then, I've have spoken to them numerous times and they are unable to get me signed up for online access. Once they transferred me what they called " IT '' and it was a forever hold. Without online access I can't change my auto pay, view my loan information, etc.
Company Response:
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I was previously a BBVA USA Customer, which was recently bought by and merged with PNC Bank. In XX/XX/XXXX, my bank account with BBVA was closed for fraud activity after someone attempted to write stolen checks off it. A new account was opened simultaneously. This all occurred after BBVA was acquired by PNC, but before account conversion. In early XX/XX/XXXX, PNC mailed a welcome letter to BBVA customers that included the new routing and account numbers. I updated the direct deposit details for my employer right away to ensure there would be no delays. On Tuesday, XX/XX/XXXX, the day BBVA customers were able to access their new PNC Bank accounts online, I saw there were two open accounts : one to replace my closed BBVA account and one to replace the new BBVA account. I also noticed that the PNC account number that replaced the closed BBVA account was the only number given in the welcome letter from PNC. I thought this peculiar, but I double checked the letter from PNC to confirm that was indeed the account number they provided for direct deposits, and it was. The welcome letter gave assurance that there would be no interruptions to direct deposits, even if I did not provide my employer the new account number. Based on a previous experience the weekend of the conversion, I was aware that calling customer service would mean very lengthy wait times. Taking these facts into consideration, I decided against calling PNC at that time. It seemed implausible they would have provided me a closed account number in the welcome letter. And even if the account were indeed closed, surely someone would notice their mistake and re-route the deposit or at least attempt to contact me. Come Friday morning, XX/XX/XXXX, my deposit was not in my account and I was on the phone by XXXX, four minutes after the customer service center opened. After holding for well over an hour, the agent who assisted was unable to locate the deposit AT ALL, let alone in either of my accounts, even with all the relevant details. The agent entered an escalation ticket and told me someone would be in touch with me within 24 hours. I continued calling throughout the day, hoping to reach someone competent who would be able to help me or at least direct me to the exceptions department. After speaking with at least five agents, by the end of the day not a single person was able to locate the deposit or give me any answers whatsoever. One person did attempt to route me to the exceptions team. I was told by them that they do not take calls from customers and that the agent should have contacted them on my behalf rather than routing my call to them. Then they hung up on me. At about XXXX local time on Saturday XX/XX/XXXX, I got a voicemail from XXXX XXXX on the escalation team. I returned the call by XXXX and left a voicemail. Her voicemail greeting states that she will return all calls within 24 hours. I called four more times throughout the day hoping to reach her. I also called customer service hoping someone else may be able to reach her or someone on her team internally, but again got nothing. I did not hear back from her finally until XXXX local time on Monday XX/XX/XXXX. At this time she disclosed that the deposit went to the exceptions team, but because the account it was routed to currently has a fraud hold there is no way for them to re-route the deposit. Under normal circumstances, she could submit a request to release the hold within 24 hours, but that department is currently advising a week long turn around time so it would be pointless. In the end, there was nothing that could be done but wait for my employer to get the returned deposit and reissue the payment again, which won't happen until Friday XX/XX/XXXX. There was no attempt made to make things right at all. I asked repeatedly for some sort of temporary credit so I could at least get food, but was refused. This is all completely unacceptable. PNC dropped the ball multiple times and is making no effort to correct.
Company Response:
State: IL
Zip: 60626
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A