Date Received: 2017-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage account with PNC bank and established an online account access with them. For some reason my online access has been revoked. When I called them why I cant access my account they told me that I dont have an account with them. I have been making payments to them for more than a year now. Im not sure why they are saying my account doesnt exist while Im making my payments on time. My original account was with XXXX mortgage company but for some reason they transferred it to PNC bank and sent me a letter stating that I should send my payments to PNC Bank which I have been doing for more or less 2 years now. Im really worried if Im scammed by PNC bank in deceving me to making payments to them when there is no account. I dont what will happen to my house, not sure who to trust or whom to pay. Please help.
Company Response:
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2017-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I went to the drive in teller today ( XX/X/2017 ) to make a withdrawal from my checking account at PNC Bank in the amount of {$5000.00}. The teller went away to process my request and returned after a while and said that I needed to come in because of the amount. I had previously made a withdrawal at the drive thru at the same bank for {$3000.00} and it was not a problem so I mentioned to the teller that I had taken out an amount similar to that before at the drive thru and did not have a problem. He said I needed to come in and I said o.k. At this time, a police car had pulled up and was parked diagonally across the parking spaces in front of me with the engine still running and was facing the bank. I made a turn in the parking area where the police officer was and parked in a space a little closer to the bank which was just ahead of them. I went into the bank and a few of the tellers said hello as if they were all expecting me. The welcome was disingenuous and the atmosphere was suspicious. I completed my transaction at the teller without saying much. When I got outside, the officer was still there. I drove past them and went to another bank ( with a much higher interest yield ) near by to deposit my withdrawal. When I left, the officer appeared again in front of me on the road and then made a right turn at a school. I do n't know if the officer was alone or with a partner. This is not the first time something like this has happened with PNC Bank. About a month or so ago, I took out a few thousand dollars from another PNC bank and after I left, a state police car got behind me. He/She was on the road with me for a while and they eventually passed me. There has been another time where a bank manager was inquisitive about my income with the insinuation that it may not be authentic because I did not have direct deposit. I have banked with PNC for over 10 years and the last few years have been the worst. Apart from punctuations of friendly customer service, the general impression that I have gotten is that I am being racially profiled and that PNC bank discriminates against people of colour or perhaps just black people. I should be able to enjoy the fruits of my hard labour and pay off debts without being treated like some common criminal or any criminal at all. Since this is not the first time this type of incident has happened, I would like to know if PNC has placed some sort of cautionary flag on my account. I would also like to know if it is PNC bank 's policy to contact law enforcement every time a customer - any customer- makes a withdrawal of {$5000.00}, how many other customers have received the same treatment as I have when making such a withdrawal, and how many of those customers are people of colour. Later today, I went back to the same PNC bank to close my account. There were a few things I wanted to make sure had cleared first but I 'd just had it with them and just wanted to close my account. However, I learned that I would not be able to access my eStatements once I close my account and the fee for them to give it to me today would be {$5.00} per statement, so I opted to do it myself when I got home. When I tried to access my eStatements once I got home, I got a message that the feature was currently not available. My main concern is that I feel racially profiled and my child gets to unfortunately see it.
Company Response:
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2017-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: OnXX/XX/XXXX, I noticed my account had no money left. I did n't understand why as there was over XXXX XXXX dollars the day before. I reviewed the activity and noticed several charges I never made. I called the bank, they refunded the money of the disputed charges, but yesterday, it happened again. Even though the debit card used to make these charges was cancelled. The bank has let these charges go through twice, and has never called me either time. The card is cancelled, and they still allow the charges to go through. They are not helping me, and I need help. I have no money because of this, I ca n't pay my bills.
Company Response:
State: PA
Zip: 185XX
Submitted Via: Web
Date Sent: 2017-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX my mortgage was transferred to PNC Bank. We were completely in the dark during the transfer and then notified we were late on our first payment with them. Prior to this, we had never been late on a payment before and with several other banks that have owned our mortgage loan. I have since been on the phone with a representative of this institution every single month due to an incredible level of negligence and incompetence. We set up auto pay the second month, XXXX, but we 've been notified of late payments every month because they fail to draft a payment. I call again, I express my problem and my frustration, they apologize, they correct their mistake, and then we do it all again the next month. We 've tried setting up a Bi-Weekly Draft Program twice now and both times they have failed. I just received a letter in the mail today, XXXX XXXX, informing me that " I '' did n't meet the payment deadline and therefore they ca n't set up bi-weekly payments. Their administrative oversights are consistently constant. I have not seen a single bit of evidence that their staff has successfully completed any task in regard to the management of my mortgage. Beyond this, their customer support is the most toxic I have ever encountered in any form of business I have ever encountered in my life. To properly gauge this comment, PNC Bank customer support is worse than a cable provider. They are openly rude, condescending, and overall hostile to me every time I 'm on the phone with them.
Company Response:
State: TN
Zip: 38117
Submitted Via: Web
Date Sent: 2017-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint pertains to PNC Mortgage and automatic termination of PMI. I originally closed the associated conventional loan through iMortgage in XXXX, XXXX. XXXX, XXXX was the original provider of the PMI. My monthly PMI payments were {$43.00}. The loan was sold to PNC Mortgage and one of their companies took over the PMI. When I closed with iMortgage, the closing documents included the Private Mortgage Insurance Disclosure -- Fixed Rate Mortgage ( copy of this is attached ) document which was the only PMI information that I received during the mortgage and closing process. Under Automatic Termination of PMI, it states the following : " If you are current on your payments, PMI will automatically terminate on the date the principal balance of your loan is first scheduled to reach 78 % of the original value of the property. This date is XX/XX/XXXX. For balloon loans ... ... .. '' When I signed the PMI document, I asked them about the XX/XX/XXXX date. I recollect that they said the XX/XX/XXXX date was used so that I could pay down the loan and once the principal was below 78 %, the PMI would automatically be cancelled without having to pay it until the principal balance of loan was first scheduled to reach 78 %. I have been going round and round with PNC on cancelling PMI for months. I originally asked a question online about the termination/cancellation in XX/XX/XXXX and at the end of XX/XX/XXXX received a letter saying that the loan closed as a primary residence so it was part of the Homeowner 's Protection Act and they sent me a bunch of information regarding the right to terminate and automatic cancellation. At the time, the loan principle to appraised value was below 80 % but not 78 %. They said I could request termination, but would have to have the property appraised for {$500.00}. They sent the forms. The two letters that PNC Mortgage sent to me on XX/XX/XXXX are attached. The principal balance was below 78 % with my XX/XX/XXXX payment but PMI has not been cancelled. On XX/XX/XXXX I wrote PNC Bank a letter requesting cancellation of PMI. A copy of that letter, copy of the PMI Disclosure statement, and their response is attached. They are now saying that after further review, the loan closed as a second home and is not covered by the HPA and does not allow for automatic termination ; however, the loan adjuster allows automatic deletion once the LTV reaches 78 % by original amortization, which is XX/XX/XXXX. They never addressed the automatic termination date of XX/XX/XXXX which is in the Private Mortgage Insurance Disclosure -- Fixed Rate Mortgage that I signed. My complaint is that the PMI disclosure statement does not distinguish between primary, secondary or any other ownership and clearly states an automatic termination of PMI when the principle balance is first scheduled to reach 78 % of the original value of the property which is XX/XX/XXXX. PNC 's website on PMI at https : //www.pnc.comXXXX, seems to back this up ( copy attached ). The current principal to OV is below 77 % and I still request cancellation of the PMI. I seek your assistance and advice. XXXX XXXX
Company Response:
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2017-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought a new coop unit in XXXX. I have repeatedly asked PNC Bank to set me up for paper statements and they have yet to do so two months later. My mortgage loan is # XXXX. All I need is for them to mail me paper statements to the property address.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2017-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-03
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: PNC Bank enrolls members using checks in a service that automatically reorders checks once a certain amount of checks from the previous order are used. I received my last batch of checks at my then current address. In XX/XX/XXXX, I moved to a new address. I subsequently updated my address with PNC. I inquired at the time and was informed that the change of address would apply to all products across the account and there would be no need to make any further changes or updates to my information. In XX/XX/XXXX, I wrote the last check from the previous batch. I stopped into the local branch to inquire about re-orders and was told that a re-order had been placed on XX/XX/XXXX. On XX/XX/XXXX, with no checks arriving, I checked the website, which said no reorder was pending. I then contacted PNC 's customer service, who informed me that no reorder was pending, because checks had been re-ordered inXX/XX/XXXX. Those checks, I was informed, had gone to the previous address, despite changing the address on the account over a year prior. I was told that a letter ( not certified mail ) had been sent to my current address confirming the order. I did not receive a letter. I was also told that it is the bank 's practice not to update the address on check reorders except specifically in reply to that letter. PNC did not track or confirm receipt of the checks issued inXX/XX/XXXX. There are now 100 checks in my name, with my account numbers, that are completely unaccounted for. PNC has informed me that they can not permanently cancel or void these checks. They can only place a stop payment order on those check numbers for 6 months and that order must then be manually renewed. This, obviously, presents a massive and ongoing security risk to the account. PNC was not able to offer any other solutions. PNC 's practice of retaining addresses they know to be outdated for check orders is troubling, as is the failure to provide any sort of verifiable confirmation of reorders or verification that checks mailed are received. Even more troubling is PNC 's inability to mitigate their own negligence with regard to checks that remain active and unaccounted for.
Company Response:
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2017-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-02
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My husband and I have had a joint account at PNC Bank for a while now. On XXXX XXXX, XXXX my husband passed away. On XXXX XXXX, XXXX, his social security check was dispersed to the account and I withdrew the funds as usual to pay expenses. The bank later withdrew the funds saying they did so because he had passed. I visited the bank and spoke with XXXX XXXX. She told us the bank placed a hold on the account pending a response from Social Security. My daughter and I visited Social Security to gain clarity. We were told they had not requested a refund from the bank as I was entitled to the funds because they were a payout from the month of XXXX when he was still alive. We went back to the bank to tell the representative we had met with what was said at Social Security, but were met with a denial. At that point the representative said the government had a hold on the account even though a couple hours before she said the hold had been placed by the bank. XXXX XXXX said we needed to meet with the branch manager who would return on XXXX XXXX, XXXX. On XXXX XXXX, XXXX, we met with the branch manager, XXXX XXXX. She stated she needed proof from Social Security that I was entitled to the funds. My daughter called the Social Security office and placed the call on speakerphone. The Social Security representative stated the same information as the representative we spoke with in the office the day before- that the bank should not have withdrawn the funds. However, XXXX XXXX stated they did not know their jobs even though the representative stated she would be able to send something to the treasury to the same effect. After waiting a few minutes, XXXX XXXX asked my daughter to contact the Social Security office again and ask if they could email the release statement directly to her and she would forward it to the treasury department. When my daughter called the third representative said she could not email it because of the confidential information. She also stated she did not see information from the treasury requesting the money back. She stated she sees the funds were paid to the bank on XXXX XXXX. She said if the bank chose to send the funds back, I could fill out an underpayment form to get the funds back. In the meantime, my check direct deposits into the bank tomorrow, XXXX XXXX and the bank is going to take my whole check to settle the overdraft fees they unnecessarily caused. I am left with no money to pay my bills and at XXXX XXXX XXXX I have no other source of income. The bank caused this error and are not hearing my pleas for help to stop it. They have been told my multiple people at Social Security that they should not have taken my money, but they refuse to put it back. Please help me get my money back before I lose my home. I am suffering enough from losing my husband of XXXX years.
Company Response:
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2017-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Bank not responding the Demand for release of a lien on our property. At our request our Attorney XXXX XXXX at XXXX XXXX XXXX and XXXX had sent the PNC Bank several Demands for Reconveyance of the Lien PNC account number XXXX to PNC and to date we have received no response. The first Demand for XXXX was sent to PNC via certified mail, return receipt requested on XXXX XXXX, XXXX with a required response date of XXXX XXXX, XXXX. The second Demand for XXXX was sent to PNC via certified mail, return receipt requested on XXXX XXXX, XXXX with a required response date of XXXX XXXX, XXXX, again we received no response. I am an older person caring for a XXXX wife and PNC 's lack of response has caused us significant economic and emotional distress. I would ask the CFPB to assist us in having this matter addressed and the Lien released per our Attorney 's demand.
Company Response:
State: CA
Zip: 92660
Submitted Via: Web
Date Sent: 2017-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-31
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: To Whom It MaXXXX Concern : This letter is to dispute the late payments reported to the credit bureaus for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. My account for 10+ years has been on ACH with PNC where payments have been drawn directly from my bank account via the National City and now PNC XXXX. For some reason in XXXX when my interest rate was raised, the ACH payments did not change and continued to draw on the PNC website with the old amounts. In XXXX while talking to a representative, I paid over the phone the outstanding balance, asked to escalate the late fees, as well as filled out a new ACH form as recommended by the representative, so as to avoid this situation moving forward. The payments continued to be drawn by ACH for an amount different then the amount due, and the late fees were never addressed. I called almost monthly after the new year speaking with many representatives, over and over trying to solve my problem to make sure the correct payments were being made. I filled out several more forms, as well as went online and changed around the ACH schedule there as well. Finally, XXXX in escalation department was nice enough to credit back some of the late fees recently, as she saw in the history all my efforts and my submitting of the form over and over in attempts to fix this issue. Finally in the last few of days, a representative and walked me through the ACH online process yet again, stating that the form wasnt going into effect because the online ACH was overriding it. He understood my frustration and recommended I send this letter.
Company Response:
State: MA
Zip: 02215
Submitted Via: Web
Date Sent: 2017-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A