Date Received: 2017-11-27
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have tried in multiple occasions to close my account with PNC Bank. More than a year later I still receive statements, which means my account is open. I have called PNC and requested again and again to close my account
Company Response:
State: NJ
Zip: 08648
Submitted Via: Web
Date Sent: 2017-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: This complaint is being filed against PNC BANK ( also referred to as bank ) regarding the discrepancies of payment processes and associated services regarding a personal general-purpose credit card. This discrepancy has led to a chain reaction with the customers primary financial institution ( s ) in the form of credit limit reductions that drastically increased the customers credit/debt ratios further driving down the customers credit score. Additionally, the customer has since been declined auto leases and lines of credit multiple times that are needed to sustain personal and business-related activities. The declines are solely due to the alleged delinquent payment, subsequent poor credit score, and subsequent high credit/debt ratios. The alleged delinquent payment is the only late payment of record in the entirety of the customers applicable credit history. As documented in customers credit report records, on XX/XX/XXXX the bank assessed a late payment. The bank failed to auto process an active and properly set up payment plan that had been in place and which had properly made auto payments for several months prior, since XX/XX/XXXX. The customer demonstrates no account changes had been made or authorized and that the customers communication settings include multiple forms of communication including call, mail, text, and email, however the bank failed to communicate that the account was late or that the payment process was not valid. A generic mass email was sent by the bank regarding hardware issues that were taking place during the payment timeframe. Once the email was received by the customer, the customer diligently and quickly reached out to the bank in order to ensure that the monthly auto payment would be processed accordingly, the bank gave no response that any payment issues needed to be resolved. This also occurred when the customer called about a potential fraud alert on the account, again the bank gave no response that the auto payment would not be received or delay. After an additional 30 days, the customer had attempted to lease a vehicle, in which the credit report showed that the payment discrepancy and associated issues had not been resolved. The customer contacted the bank multiple times again, this time being incorrectly transferred across multiple departments of the bank and ultimately the customer was transferred numerous times to an incorrect service rep, who provided inaccurate information. Once transferred to a capable manager or representative, the bank representative said that the customer was to blame, that nothing would be done, and that the customer should contact XXXX, the credit report agency the bank processes information through. The customer asked for the number to XXXX, the bank representative then provided a wrong / different number to a predatory credit rebuilding company, trying to sell credit repair services and products, not to XXXX. The customer then sent documentation through certified mail to all three-major credit reporting agencies, disputing the payment discrepancies. One reporting agency removed the issue and two kept the discrepancy because their fact-finding is only to determine if a payment had been made or not, not the circumstances regarding the error or dishonest practices of the bank. The customer again sent information disputing the ruling providing evidence of the situation, without receiving a reply. After the attempt to rectify the situation multiple times with the bank and then the credit agencies, the customer paid the account in full and closed the account with a negative balance of slightly over one-hundred dollars in the case that the bank applied any interest, fees, or charges. Once the account was paid and closed by the customer, credit reports updated the account to good standing however they did not remove the alleged delinquent payment, which continues to negatively impact the customers ability to borrow. The following evidentiary items are attached : Item 1 : Shows the entire listing ( All Folders upper left corner ) of PNC BANK correspondence from the most recent setting change in XX/XX/XXXX and does NOT list any communication of adverse account status such as late payments, as well as demonstrating minimum auto payments correctly being received by the bank for the customers account in question. Item 2 : System error with PNC BANK system showing that a recurring automated payment had already been setup since XX/XX/XXXX, another could not be setup. Additionally, this highlights in the top right corner the date which is significantly before the 30-day late payment timeframe, and demonstrating the customers diligence in getting this discrepancy resolved. Item 3 : System error and notification by PNC BANK showing a hardware error and issue had caused disruption in the employee and customer banking, this is at no fault of the customer. Item 4 : PNC BANK system showing that PNC BANK is supposed to contact the consumer through mail, email, text, or phone to discuss any payment or setting changes, which PNC BANK failed to do. Item 5 : PNC BANK settings change from XX/XX/XXXX, demonstrating the banks example email that should be received regarding any account changes, settings, or issues as well as showing that the customers contact information was up-to-date. Account of XX/XX/XXXX was paid in full, with a negative balance leftover for contingency on any additional bank fees.
Company Response:
State: OH
Zip: 44124
Submitted Via: Web
Date Sent: 2017-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been making my mortgage payments on time for the last two years and I see balance amount that is not adjusted to my payments. I 'm being incorrectly charged by PNC and they refuse to send monthly billing statements for the last 2 years. They revoked my online account access only after filing a complaint CFPB they did gave me access to my own account. They are uncooperative in explaining to me how my payments are being applied to the mortgage. Please open an investigation into PNC bank 's mortgage business practices.
Company Response:
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I currently have a HELOC with PNC Bank on my primary residence which has been in place approximately 10 years with 100 % on time payments. On XXXX XXXX 2017 I began the process of applying for a new HELOC on the same property with PNC. This is a first mortgage since there is no other lien on the property. Over the next 3 months I invested a considerable amount of time satisfying their requirements for income verification. I am a real estate investor which meant coming up with hours of documentation for them at my expense. Once my income was verified I was told we would need a full appraisal. We spend many hours and dollars getting the house in top shape for the appraisal only to be told we had to have a second appraisal. After the second appraisal we were informed the collateral was not satisfactory. Since that time I have made numerous requests for copies of the appraisals to discern what exactly did not meet their guidelines and if perhaps something had been misrepresented in one of the two appraisals. The only response I received was a mailed copy of photos from one of the appraisals. This was simply 32 photos of the home with no written materials of any sort attached. There was no description, no value attached, or any explanation of any kind as to the outcome of the appraisal. Since that time I have made numerous email requests to both my contact persons with PNC and neither will respond to me at this point or give me any reason why the 2 appraisals will not be released to me. Since this was a first mortgage on my property and I have an interest in insuring an accurate appraisal was done, I see no justification for the bank not releasing to me the appraisals so that I may fully understand the reason for my rejection. My wife and I have credit scores of XXXX and XXXX with no negative marks of any kind on our extensive 30 year financial history. If the reason for our loan rejection was simply the appraisal information, as was indicated to us, I think we have a right to at least receive a copy of those two documents along with an explanation of why the collateral is not sufficient, especially since it is much improved today over what it was 10 years ago when they first approved it for a first lien HELOC. Thank you for your help.
Company Response:
State: NC
Zip: 28146
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/XXXX I placed a call to PNC bank which is the provider of my XXXX XXXX prepaid debit card. I called in order to launch a dispute over a charge that occurred on XX/XX/XXXX in the amount of {$390.00}. I was told that the process could take up to 45 business days and that a provisional credit would be credited to my account within 10 business days if they determine the dispute would take longer than that to resolve. Since that day I 've called multiple times in order to receive status updates and have been told nothing has been done yet with regards to the dispute. I once again called today XX/XX/XXXX and I spoke with XXXX in the disputes department at approximately XXXX EST. I was informed by her that the process of investigating the dispute is still on going and that I would not be receiving any provisional credit within 10 business days like was previously stated. I informed her the 10th business day would fall on the XX/XX/XXXX due to holidays and that I had been told by that day I would receive a provisonal credit if the matter was still under investigation. XXXX then informed me that she was told by another associate ( perhaps a supervisor ) that on the XX/XX/XXXX they would mail out a letter to my home address stating the decision theyve reached with regards to the dispute and said letter could take another 7 business days to reach me. I again asked about the credit and was told that I would not be receiving that provisional credit. I informed XXXX that said act is in violation of the terms of service of my PNC XXXX XXXX card and goes against federal regulations with regards to disputed charges and the legally allotted time for a credit or decision to be determined. It seems that PNC bank is willfully violating federal regulations as well as their own terms of service contract with their clients in this instance myself. I am attaching a copy of the PNC XXXX XXXX terms of service which clearly indicates that PNC will issue credits within ten business days of receiving a dispute.
Company Response:
State: FL
Zip: 33870
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-18
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: PNC keeps sending me a bill from my closed account for the amount of XXXX. I had an overdraft back in XXXX 2017. They continued to charge me XXXX per day my account was overdrawn which now is the amount stated above. I went into to speak to the branch manger at the XXXX office to correct the isssue an she was very rude. She said they closed my account and could n't reopen because of the fees. I am on XXXX and was just award and all my retro was to be deposited into that account. She told me that they are allowed by law to charge the XXXX per day until they either close or you make a deposit. I was so upset because I did not know that one of my bills were paid out of that account. I was n't really using it expect to make a payment when I had money in the account. Now they have placed this into collections and feel that there banking practices are a bit high and not be able to change every day. It is more than the normal about of XXXX. I was a long time customer and had hardly no overdraft fees ever. To leave me with out a checking account to receive my Social Security Benefits was very poor judgment on them and overcharging fees to customers.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a second complaint regarding the same issue i.e. PNC Bank 's lack of response to our original request as detailed in CFPB Complaint number XXXX. Specifically we request PNC to comply with our Attorney 's Demands for an immediate Reconveyance and Production of Documents for PNC Lien Account number XXXX. Our Attorney had sent the first Demand letter dated XX/XX/XXXX with response requested from PNC by XX/XX/XXXX. A second request was sent on XX/XX/XXXX with response requested by XX/XX/XXXX. Both letters Demanded an immediate Reconveyance and Production of Documents for PNC Lien Account number XXXX per our legal counsel, neither Demand was acknowledged or answered PNC 's final response to our initial complaint was they did not receive the letters. This is not accurate as both were sent via Certified Mail, return receipt requested. Both letters are attached to our original complaint. As a older veteran caring for a XXXX wife PNC 's lack of response to the points detailed in the letters from our Attorney is causing us great emotional and economic distress. I would ask the CFPB to demand the immediate Reconveyance and Production of Documents or have PNC respond as to why they will not comply with the law as outlined by our Attorney.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PNC Bank has a process for removing the PMI ( Private Mortgage Insurance ) from their customer 's mortgage that entails them sending a form by mail for the customer to sign and return along with a payment of {$500.00} to the bank to have the house appraised by a company of their choosing. My complaint with this system and the experience that I have had with them regarding this request are twofold : 1. The going rate for a single family home appraisal in my area by local appraisers is {$370.00}, {$120.00} less than the rate that PNC charges. 2. I requested the form to terminate my PMI from PNC bank on XX/XX/XXXX. As of today, XX/XX/XXXX, I have still not received the form. I called PNC 's customer service and they informed me that the form was sent out to me by mail on XX/XX/XXXX. I called them on XX/XX/XXXX, worried that it had not arrived yet and asked if they could electronically send or fax the form to me and they said that they could not. Tomorrow I go on vacation for 2 weeks, so I will be paying an extra month of PMI, simply because the bank could not accommodate me in a professional, timely and reasonable manner. I feel that this is disrespectful to the customer and that the delay of sending such a form only benefits the bank, since removal of PMI affects the amount of fees that they receive on a monthly basis. How should it take two weeks to receive a form in the mail? Furthermore, we live in the 21st century, where everything is digital. Why should n't a customer be able to download and print such a form from PNC 's website?
Company Response:
State: CA
Zip: 91932
Submitted Via: Web
Date Sent: 2017-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-17
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Hello, on XX/XX/XXXX I made a payment to XXXX XXXX for {$1000.00} using my new PNC Cash Rewards card. The purchase was meant to meet the {$1000.00} requirement within the first 3 billing cycles to receive a {$100.00} cash back rewards offer. I also assumed that the {$1000.00} would get a 1 % kickback ( on normal rewards ). I noticed that the rewards had n't posted to my account, so I called PNC. A representative advised that my {$1000.00} purchase did n't qualify for the rewards, which I contested. I was then sent to a supervisor, who also refused to work with me. When I mentioned that I was going to file a CFPB complaint, he escalated me to XXXX in the escalations department. XXXX advised me that he would advocate on my behalf and work towards making an " exception '' for my {$1000.00} purchase ( he made no promises ). He also gave me his phone number, XXXX, and told me he would follow up with me shortly. Well, it 's 15 days later, XX/XX/XXXX, and I have n't heard back. I 've called him several times and left him several messages, and have not received a return call. My {$100.00} reward still has not posted. I 've used other cards for a similar purchase and have never had an issue in the past. I read the terms for the rewards and my purchase does not fall under any restrictions. PNC has their merchant code flagged incorrectly. All around, this has been a very bad experience with PNC.
Company Response:
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2017-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-16
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: This is a follow-up complain to yesterday 's complain : XXXX. I was able to finally talk to someone yesterday after I submitted the complain. I explained to them that I will get paid this coming Friday, etc. but they did not want to reverse the 2 overdrafts in the amount of {$72.00}. Today I am being charged again with another {$36.00} overdraft fee. This is really abusive in their part after I called and explained the situation. The resolution for these two complaints would be to reverse the charges.
Company Response:
State: FL
Zip: 33431
Submitted Via: Web
Date Sent: 2017-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A