Date Received: 2018-09-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In XX/XX/2018 PNC erroneously initiated a dispute to XXXX for plane tickets I purchased in XX/XX/2018. I was not given provisional credit and the dispute was closed as valid shortly there after as it was not fraud. I later found out that the complaint was submitted to XXXX who chargedback the merchant and received a refund which they submitted the to me in the amount of {$1000.00} which was issued to my PNC bank card ending in XXXX. At the time of the refund my bank account was closed but I received information and have email documentation that XXXX informed me that on XX/XX/2018 the bank stated they receive the refund and they would process the refund back to me. I didnt know that the tickets had been canceled nor that XXXX had actually gotten the dispute because I was informed in writing that the dispute was closed, therefore when I took my children to the airport to board my flight it was then at the end of XX/XX/2018 that I was informed that the tickets were canceled and a refund was issued on XX/XX/XXXX. I immediately contacted the manager of the XXXX MAryland PNC branch after about a week she reached out to the retail escalations group on the XX/XX/2018 I contacted the retail escalations group who then opened up a case to find out what happened with my money I have been speaking to a gentleman named XXXX. On XX/XX/XXXX XXXX contacted me and informed me that they found the money and they will be issuing me a certified check. After about nine days that I had not received the check I called the retail escalation group back and was told by that representative on the XX/XX/XXXX that the chargeback Department reversed that charge back refund a long time ago. I then reached back out to XXXX who investigated this further as XXXX has no documentation stating that the refund was ever reversed. XXXX did a threeway call with XXXX and me and they confirmed to him that not only have they not recieved anything my account can not receive money. I also faxed documentation to XXXX that I had received from XXXX showing the last communication they had with Pnc was XX/XX/XXXX. This was a recorded conversation per both the paypal rep and XXXX. He then contacted me and informed me that the bank actually reversed the charge back on XX/XX/2018 I have contacted the merchant where the funds were supposedly returned and they informed me that when a charge back takes place after seventy five days the case is closed and they have never received any funds from Pnc. Pnc refuses to issue me a check for the money they Owe me. no one has provided me any type of proof that the payment was even returned back to XXXX. In the end even though the chargeback was closed the merchant issued a refund therefore The money belongs to me because I was not given any type of provisional credit. These were for plane tickets that were canceled which I can prove that they are not able to be used they were for XXXX and have been canceled back in XXXX. Today XX/XX/XXXX XXXX contacted me to let me know that per his sources they return the money and they dont have it anymore. As you can tell I have been told first that Im going to get a check second that it was sent back a long time ago and then Third that it was just that back at the beginning of this month for six months Pnc has had over one thousand dollars of my money and it needs to be returned to me. I would be happy to provide all documentation showing that XXXX does not have could not have received and is unable to receive any funds in response to this chargeback as it is been over seventy five days. Today also I contacted XXXX have spoken to a manager and they did an investigation and a trace and it came back that they have not received anything. I have called literally every other day for the last Two months. To PNC. I want my money back I am owes the {$1000.00} plus interest as PNC held this money for six months.
Company Response:
State: MD
Zip: 20707
Submitted Via: Web
Date Sent: 2018-09-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re : PNC Bank - Account No. XXXX I've had this account since XX/XX/XXXX. I have always paid it ahead of time, normally after the XXXX of the month, for a due date of the XXXX. In XX/XX/XXXX the bank changed their accounting system, leaving the coupon method of payment and going to a monthly statement. This change created chaos for ALL PNC customers. When I received the 1st such statement I noticed that the XX/XX/XXXX payment was shown received on XX/XX/XXXX, but I still had an outstanding balance for XX/XX/XXXX. I called the bank and spoke to representative XXXX XXXX. After a while he came back on and said everything had been taken care of. By notice dated XX/XX/XXXX I received a 'Payment Reminder Notice ' for my XX/XX/XXXX payment, which had been paid on XX/XX/XXXX. I again contacted PNC and spoke to a XXXX XXXX - IDXXXX. She proceeded to inform me that there was no balance due, that the notice had been the result of the accounting chaos that was going on, to disregard the notice. I made the subsequent payments as follows : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX - all to be applied to that month 's payment due on the XXXX. ( Note - my payment due date is shown on the statements as the XXXX, but when they apply the payments, due date is shown as the XXXX. ) So this Monday I received a XX/XX/XXXX statement once again showing a payment received on XX/XX/XXXX, applied to an XX/XX/XXXX due date. I called. After a 2-day wait for phone response, I JUST NOW found out, that the XX/XX/XXXX payment initially mentioned above was RECEIVED TOO EARLY, that their system is INCAPABLE of applying payments that early, so my XX/XX/XXXX payment was supposedly applied as Principal only - ( without my knowledge or consent ), SO I STILL OWE THE PAYMENT FOR XX/XX/XXXX. They're actually expecting me to make 2 payments in one month. The representative I spoke to today informed me that on XX/XX/XXXX ( the day I spoke to Mr. XXXX XXXX ) a request was put in to correct the payment ( I was never informed of this ), but that he had received a reply that it could NOT be done. Yet I have a detailed 'Payment History ' prepared by PNC XXXX showing that XX/XX/XXXX payment applied to the XX/XX/XXXX due date. What I failed to notice is that the XX/XX/XXXX statement showed the XX/XX/XXXX payment applied to XX/XX/XXXX once again. SO THERE IS A DUPLICATE PAYMENT, but that's not what the representative shows on her records. I told this person there was no way I was making another payment for XX/XX/XXXX, they HAVE my money and they need to fix this. She said she would re-submit a request to make the correction, but couldn't promise anything. I don't hold any hope. I should NOT be affected by the incompetence of the bank and their backwards new technology. And they should NOT expect me to make a 2nd payment when they've already received the money. They've received the payments, they need to apply them correctly. Not only that, she told me that to avoid this situation in the future, I need to make my payments after my statement issue date ( which is NOT shown on the statements ) and which I end up receiving extremely close to the payment due date. I'm attaching a copy of the letter mailed to clients by PNC regarding payments. NOWHERE does this letter instruct clients NOT to send payments early. First time I've ever heard of that ; no one informed me of this the prior 2 times I called either. I've been an extremely good client for this bank and should not be the victim of their incompetence. Your assistance is appreciated.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-18
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: It all started with an overdraft onXX/XX/XXXX of {$30.00}. At the time I wasn't aware of the low funds in my account and didn't even realize that I had overdrafted my account. Later that day, I purchased some groceries and it amounted to roughly {$50.00}. The next day, I was hit with 4 overdraft fees, I was not notified of this in any way : no email, no call, nothing. There was also a pending charge from a purchase that I had made earlier that week that had disappeared from my virtual wallet account and popped back up on XX/XX/XXXX, and that hit my account with another 2 overdraft fees. It wasn't until XX/XX/XXXX that I was made aware of my overdrafts via email, on this same day I had accumulated another 3 overdraft fees. I made a call to PNC and explained that I had never been notified for the overdrafts ( also the disappearing pending charge on my virtual wallet, this would make the second time that I have been charged multiple overdraft fees for a pending charge that disappeared, then reappeared. I was never notified of those overdrafts either ), and that I wanted to speak to a XXXX about having the fees frozen, that way I could pay them before they piled up too high once I received my next paycheck. I was told to leave my phone and social security number with the representative and that a XXXX would call me back within the hour. I never received a call, so I called back the following day and was told that the fees would be stopped so I could pay them. PNC continued to hit my account with DAILY FEES even after telling me that the fees would be stopped. My account had daily overdraft fees charged to it from XX/XX/XXXX to XX/XX/XXXX on the day of my direct deposit from my job. A total of {$470.00} was deducted from my account virtually financially crippling me for this month. I knew calling PNC was not worth the frustration due to the fact of them continuously ignoring me and giving me the run around on this situation. After my second encounter with the problem of disappearing pending charges and not being notified of overdrafts, I became so displeased with PNC and how the situation was handled ( their lack of customer service ) that I had no choice but to make a complaint.
Company Response:
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2018-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PNC Bank implemented various " enhancements '' XX/XX/2018. The ability to make an online payment to principal was eliminated and not enabled until late XX/XX/2018. My XX/XX/XXXX statement, received XX/XX/2018 did showed neither my payment to principal nor the automatic payment draw from my checking account. These two debits were shown correctly on my checking account. I contacted PNC by phone and traveled to two separate branches to determine what had happened. ( A log of contact events, telephone conversations, phone numbers and summaries for each event is attached. ) I was informed on XX/XX/2018 that my issue was to be addressed PNC Bank 's Retail Escalation Department. It was assigned complaint # XXXX. On XX/XX/2018 I called the Retail Escalation department to get the status of the complaint. Phone requests for this information made on XX/XX/2018 and XX/XX/2018. I was informed PNC Bank had closed the complaint. I asked if I would now be able to make online payments to the principal without further difficulties. I was told I can only make payments to the principal only, either online or at a PNC Branch office, if the payment is executed after the automatic draw from my checking account and before the statement is generated on the last day of the month. I asked if this would be changed in the near future to allow for payments to principal to occur at the customer 's convenience. I was told there are no plans to change the current status. My automatic payment draw is scheduled to occur on the XX/XX/XXXX of the month but has been as late as the XX/XX/XXXX depending of holidays and weekend. This coming XX/XX/XXXX there will be 2 day in which I can make a payment to principal, the XX/XX/XXXX and the XX/XX/XXXX. I find this recently implemented policy that narrows the payment window to be unacceptable. It has all the appearances of a method to inhibit accelerated loan payments thus providing a means for PNC Bank to earn more interest on their HELOC. I wish to see this policy abandoned and the online payment option allowed to occur on any day of the month.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-13
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/XXXX I ordered parts from an online merchant, XXXX, based in North Carolina, USA. The total charged to my card was {$180.00}, which included a {$40.00} charge for overnight shipping. I received an automatically generated confirmation email from the merchant within 5 minutes of my order. On XX/XX/XXXX, I called XXXX and left a message asking for information when the merchandise would be shipped out. I received no response. On XX/XX/XXXX, the {$180.00} transaction posted to my PNC account. I also sent an email to XXXX requesting information. On XX/XX/XXXX, I sent a message through XXXX to XXXX as I could not find any other means to contact them beyond mailing a letter. I received a generic, automatically generated reply. On XX/XX/XXXX, I contacted PNC via telephone to dispute the {$180.00} transaction. On XX/XX/XXXX, I received a provisional credit for {$180.00} to my account. I received the initial request for information via mail, filled it out with the history behind my attempts to contact the merchant. I signed and faxed the reply to PNC the same day I received it. I believe this was around the XX/XX/XXXX. I did not receive any other communication from PNC until XX/XX/XXXX. On XX/XX/XXXX, I received a request from PNC, dated from XX/XX/XXXX to clarify the information regarding the date and the exact merchandise I expected to receive from the merchant. I faxed a reply on XX/XX/XXXX with this typed statement : " The merchandise I purchased from the merchant, XXXX, consisted of six ( 6 ) XXXX XXXX XXXX XXXX ( XXXX ). I have received no communication from the merchant that indicated when or even if my item would be shipped, much less when I would receive it. Despite trying to ascertain this information by reaching out to the merchant more than 4 times through voice and electronic messages, I never learned if the merchandise had even been shipped. At this point, 3+ months after the transaction I have received absolutely no communication or logical reason to believe I will ever receive the merchandise that I paid for. '' On XX/XX/XXXX, the provisional credit of {$180.00} was reversed without notification or warning. I only discovered it today when going back through my records. The last communication I received from PNC was the written request for additional information on XX/XX/XXXX. I did not receive a notice that they considered the dispute resolved or I wouldve picked up the phone and called them immediately and initiated a XXXX chargeback if they were still in disagreement. Because of PNCs failure to notify me or perform their due diligence I no longer have the option to initiate a chargeback thus I am initiating this consumer complaint. I also have doubts that PNC even attempted to contact the merchant and I am very curious as to PNC 's reasoning for reversing the provisional credit. I am assuming they believe the dispute is resolved but I don't know considering I received no final notification or findings from their investigation.
Company Response:
State: VA
Zip: 20191
Submitted Via: Web
Date Sent: 2018-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Went to my local pnc office and filed paperwork to take payment out automatically, never did and in the meantime, made a payment on XX/XX/2018. Well I called because Im still being reported as delinquent? My credit score is down 59 points? I called my local branch plus the XXXX branch and got put on hold just to be disconnected? Help
Company Response:
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2018-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PNC BANK HAS STOPPED SENDING ME STATEMENTS EFFECTIVE XX/XX/2018. I DID FILE BANKRUPTCY 7 YEARS AGO BUT NOT ON THEM. SPOKE TO SOMEONE FINALLY YESTERDAY THAT SAID THEY INSTALLED NEW SOFTWARE AND ANYONE IN BANKRUPTCY WILL NOT RECEIVE A STATEMENT. I TOLD THEM I NEVER FILED ON THEM. PNC SAID IT IS NOT LEGAL TO REQUEST PAYMENT ON A DEBIT ... ..ETC. I SAID BUT FOR 7 YEARS THE OLD SOFTWARE SENT ME STATEMENTS???? U TOOK MY MOMEY??? HE HAD NOTHING MORE TO SAY.
Company Response:
State: OH
Zip: 44514
Submitted Via: Web
Date Sent: 2018-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I recently filed for a loan with my bank I received a denial letter. Stating I had account in collect or delinquency. I have no accounts in collection or delinquent Lack of revolving account information. I have multiple loans. In my name reporting to all reporting agencies Lack of bank/national revolving informal. I've been with the same bank for 25 years. Length of time accounts. I have multiple loans/accounts that have been open for years. The report was from XXXX
Company Response:
State: IN
Zip: 46237
Submitted Via: Web
Date Sent: 2018-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I purchased a home in XX/XX/XXXX with an FHA mortgage loan serviced by PNC Mortgage. The home was listed with a septic system. I paid for an appraisal and an inspection for home including septic system. In XX/XX/XXXX we listed the home for sale and accepted an offer. The new buyer requested we have the septic system pumped. We hired XXXX XXXX to come and pump septic tank. They snaked the septic line with a camera and found there to be no septic tank/system. What does exists is a sewer line that runs directly into a public water way. I contacted PNC who directed me to talk to FHA. FHA responded and explained that it was PNC duty to check permits with local health department. The County health department has no record of a septic permit for this property. Please see attached.
Company Response:
State: OH
Zip: 439XX
Submitted Via: Web
Date Sent: 2018-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had a deposit come through to my account for {$800.00} ( my account was prior negative {$260.00} ) and several debit transactions followed. The credit of {$800.00} shows that it was applied to the account followed by the debits ; However I was still charged overdraft fees for each item that posted after the deposit/credit ( 3 fees total ). When contacted the bank ( PNC ) I was told that it was deposited yesterday but they held the funds until this morning. I was told prior that credits post before debits. so if my act is negative $ XXXX and a {$800.00} deposit comes in my balance should then be {$540.00} and the remaining debits should then come out. Even though this is what shows how the transactions processed I was still charged over draft fees. When I went in yesterday to ask the bank about this they told me the deposit probably wouldn't be available until 2 or 3 in the morning- it is a Reg CC Funds Availability that funds have to be available the start of the business day they are available at XXXX XXXX. I feel like they held my funds unnecessarily and cost me {$100.00} in fees for no reason. In the last week, I have also had checks clearing my account same business day. I work at a bank and know this is virtually impossible unless the check is cashed at the bank it is being drawn from. Off the bank endorsements on the back of these checks- this is not the case. I was told at time of opening the account that I have until the end of the business day to make it positive if it goes negative. I will go to sleep with no checks clearing the account ( with checking it at XXXX XXXX ) and will wake up with a check clearing the account with yesterdays date. How can a check clear same day but it wasn't showing on the account earlier? How can I bring money in to bring the account positive if you are putting a past date on it? I feel like PNC is violation Reg CC and Reg E.
Company Response:
State: IL
Zip: 61701
Submitted Via: Web
Date Sent: 2018-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A