PNC Financial Services Group, Inc.

Review: I have several complaints: 1. I have been married for 3+ years and have requested to have my name changed on my account many times: by mail and phone, to no avail. I am unable to use my credit card, because it displays an inaccurate name for which I no longer have identification for.2. I used to pay my bill online until PNC took over the account a few years ago. Since then I have requested assistance by phone (since I am unable to access my account online) several times. The answer I always get is, "You can perform that task online," even though I always tell the representative that I am unable to access my online account.3. The most recent complaint occurred today (also not the first time this problem has occurred): I attempted to pay my bill online (as advertised by PNC, a FREE service). The voice automated operator was able to perform every step of my transaction (accessing my account, understanding my account number, zip code, last 4 digits of my SSN, my check routing number, checking account number, and the amount of my payment, until I got to the final step (submit payment). I requested "submit payment" 3 times and then had my call transferred to a live operator [redacted], who said she could process my payment. When I asked if there was any cost for this "service," Ms. [redacted] informed me that there would be a $10.00 fee. It appears that this FREE voice automated operator service very conveniently doesn't work at the final step (after spending 10 minutes listening to the useless questions and ramblings of the pre-recorded operator) so customers will be forced to use the live operator so a fee can be charged. I realize these complaints may seem petty compared to others received, but they cause extreme undue frustration that could be avoided if PNC took customer requests seriously.Thank you for your assistance in this matter.Desired Settlement: 1. My account and credit card to display my married name, not my maiden name. 2. To be able to access my online account (which I was able to do before PNC Bank took over the account). Helpful PNC personnel could easily solve this issue.3. When paying bills by phone, either have keypad options for all responses or update the payment system, and don't have HIDDEN costs when the system automatically puts customers through to a live operator when phone message indicates FREE phone payments.

Business

Response:

August 22, 2013

We responded to the customer today via written correspondence to the address on file and consider this matter closed.

Thank You,

Review: I am in the process of escrow for a new home in state B. I am joining different group still with same parent company, but higher pay. I have submitted paperwork and re-submitted same paperwork as requested by PNC. Along the way there have been repeating delays for new paperwork or re-sending of same paperwork. Sellers have agreed to an extension on closing and now we have one NEW last issue. Apparently the new manager reviwing the case is not happy with the work contract for the new group. This will start July 7, 2015. The contract has standard wording to make sure I apply to hosptial privileges and get the state license and so on. This is standard and is on schedule to be ready prior to start time. As a matter of fact, the new group has people working on this to make sure it happens. Anyhow, the contract has been in PNC's hand for over a month and was accepted then. Now we are in the last minute of things and they decide they want me to start working first, or have equivalent state to prove I have the job. Had they stated this from the beginning, we would not have tried to buy! Now we have vehicles and household goods on containers and ships on their way to [redacted]. The seller is in limbo as they already vacated their home and are waining for this sale to get their family into their new home. The Title and Realtor companies, as we, are all in shock of unusual unfair practice by PNC and not sure what to do next. The job contract is singed. It was accepted by PNC before we dove this far into Escrow. I have paid for appraisals, home inspection, and have spent many hours following up to their requests.

Product_Or_Service: PNC Mortgage application.Desired Settlement: DesiredSettlementID: Other (requires explanation)

1. Desired outcome is that they honor their acceptance of the contract as proof of employment and grant the loan since that is the only issue remaining (email confirmation available as needed). 2. Stop unfair lending practices. 3. At the very least, refund the appraisal I paid for thru PNC if they were not going to fund the loan anyway.

Business

Response:

PNC Bank, N.A. responded to the customer on 6-26-2015 and considers this matter addressed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Company charged outrageous over draft fees for an account I tried to bring current while laid off for work instead of being able to being my account correct I was locked out now I have over 800 dollar worth of over draft fees which is money I never usedDesired Settlement: Pay the actual balance to my account or settlement offer to remove off credit report

Business

Response:

PNC Bank, N.A. responded to Mr. [redacted] on August 25, 2015, and considers this matter addressed

Consumer

Response:

Review: PNC inaccurately reporting to chex sysytems a balance owed that is not. Tried to resolve the issue and was not found in the bank's system. It was confirmed that I do not owe any money but I still could not get a letter stating so. Spoke to chex systems and it was reported as paid but the bank told me that I had to call them and remove it. Chex systems told me the bank had to remove it.Desired Settlement: I want it removed from chex systems.

Business

Response:

Since there is no signed authorization to release information from this complainant, PNC is responding directly to Ms. [redacted].

Review: I signed up for a Virtual Wallet account in a physical PNC branch location. I was never told about the stipulations required to keep the account like the $5000 required or the direct deposits required. So I was not aware of that. They have been continuously charging me 25 dollars as service charges which I was never made aware of. I work 60+ hours a week and don't have time to constantly check my account. I went to another branch to close all account and leave PNC bank but they told me I couldn't close my accounts until I pay you the $25 overdraft on my Virtual Wallet. So I paid it on the 6th and then they charged me another surcharge 5 days later before I could go close my account.

I followed up with the branch that set me up, and she told me all she could help me with was $25 and that she was "doing me a favor" for even refunding me that. I don't feel right being taken advantage of and then being told that you're doing me a favor. Then I was told that I was lieing because it shows in the computer that I signed up for this account online which I did not. There is video of me in that branch creating this account. So she basically was telling me that I was a liar, while telling me that she isn't a liar because I said I opened it in the store. Very poor customer service and communication skills.Desired Settlement: I want the full $75 dollars they have unfairly taken from me to keep this account that I was never told about the required stipulations to keep it.

Business

Response:

To Whom It May Concern, PNC spoke to [redacted] on June 17, 2015 to address his concerns and consider this matter addressed. Should you have any further questions, please feel free to contact me at ###-###-####.Sincerely, [redacted]Executive Client RelationsPNC Bank...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Trying to configure/ keep up with when PNC is going to post charges to my account has become a full time job that is rather not compensated for but instead costs me! I have been a PNC card holder from the time they have taken over National City Bank, and while banking is supposed to make life a little less hectic and easier PNC has actually made my fast paced- working two jobs life an unnessasry headache. I work for a business that has been family run for 84 years now and I understand what a "business day" is, I also have a degree In Computer Information Technology graduating with high honors so I therefore also know that time management is essential to become sucessful in todays world. I find myself using the very NON effective pnc phone application multiple times a day to try to figure out the "real" balance of my account - as one of your customer representatives stated that you can't always go by what your balance shows on the app- & that makes me not only think why do I waist my time using it but why do I waist my time using pnc banking all together? If Your transaction system is very quick to be programmed in charging late fees of $36 to my account that show in a very effective & timely mannor & that never seems to be an issue in doing so, however why is it when I make everyday purchases at corporate nationwide companies these statements are not showing up until almost 5 business days later- causing me as the user to be under the impression my balance is something that it is actually NOT so that my account resuts in now a negative balance of your policy late fee. Should it not also be your policy to cause less confusion as possible as to when charges are to post on my account? When I was a national city bank card holder any purchases made over a non business day posted either the next or second business day that week- NEVER almost a full week later. How Am I supposed to determine when your system will post my transactions? If your overall goal and way of doing business to make money in charging late fees at mysterious times on my account than I declare that to be fraud. If I cannot trust your application of online banking then I surely do not trust my hardworking income in the hands of PNC bank all together.Desired Settlement: If your outcome is to tell me there is nothing you can do for my current account balance resulting in a negative number & I have no choice but to bring out the check book and write down the multiple transacations that I spend on a daily basis, do the math to configure out my balance, then match it up to compare whether your application is accurate or not- One, It is almost the year 2016 and I passionately believe in a non paperless business world saving the environment one day at a time. I already work two full time jobs and unless compensated I will not decipher whether your app is giving me a valid balance or not. While I enjoy having the convenient locations of PNC Banks, I will most certainly put my trust in a bank that understands what hard work is and earns income that is deserved not in a fraudulent mannor.

Business

Response:

December 17, 2015 PNC Bank, N.A. responded to [redacted] on December 17, 2015, and considers this matter

addressed” Thank you, CJ

Review: PNC has charged me over a thousand dollars in NSF fees in the past year. I have contacted them on many occasions and have gotten different excuses every time. I am not rich and live paycheck to paycheck so I do not have a large sum of money in my account. I am their perfect target. One time I called and they said I got a few because my account has a $10 a month fee which they return every month. That is not in the paperwork I signed when I got the account, there are no fees of that nature mentioned. So because my account was low the $10 fee came through putting my account in the negative where they charged me a fee and then the $10 was returned. None of the $10 fees show on my account ever, not even on the statements. They refused to refund the money. Another time they said that the deposit I made the day before wasn't in on time and so all the items that went through were charged with NSF fees because the deposit wasn't on time. The deposit was in before the cut off time and it posted to my account, according to the online statement and actually statement, before any item went through. There are so many other excuses to tell them all....Desired Settlement: I want others to be warned to NEVER use this bank. I would like my money back but I have years of papers to go through to prove how they wronged me. I am more concerned about others not having to deal with this.

Business

Response:

PNC Bank, National Association (“PNC”) received the complaint for [redacted] on January 15, 2015. We have evaluated the information and attempted to contact Ms. [redacted] with no success. We will attempt to contact her again to discuss her concerns. However, we do not have written authorization from Ms [redacted] to respond to your office with specific details once resolution is made, and ask that you close your case. Should you have any questions, please feel free to contact me directly at ###-###-####.Thank You,[redacted]

Review: PNC Mortage was my mortage when closing the house. mMy house is in a flood zone so I had to have flood ins at closing. I was told my the loan agent for PNC I only has to cover what I was borrowing (86000) Then 2 months later PNC is demanding I have flood Ins for the building cost (165000) Which is costing me a lot more than I budgeted for I feel I was lied to my the PNC loan agent.Desired Settlement: Other (requires explanation) I would only like flood ins for what I owe PNC

Business

Response:

PNC Mortgage is in receipt of your written inquiry dated April 1, 2014 regarding the

referenced loan. Your inquiry was escalated to the Mortgage Escalations Group on

April 8, 2014.

PNC Mortgage does not have written authorization from the borrower, allowing us to

release loan information to you. Therefore, we will research your request and provide

our response directly to the borrower.

In the future, if you receive a signed authorization from the referenced borrower, you

may fax the documentation to ###-###-####

Thank you for contacting PNC Mortgage.

Sincerely,

Mortgage Escalations Group

Review: Good Morning, I'm writing you aboutPNC BANK. I'm very concerned with the banks policy. 9 months ago I had a problem payung bills online my accounts have similar #'s I had nsf. I called the 18887622265 number. I was told by the representative that she put overdraft protection on my accounts linking them. When reviewing my accounts it showed in their service box the accounts were protected from eachother. Thats what I thought. I'm on SSI, the Govt made a mistake and I didn't get my monthly installment. I thought I as safe because of the overdraft protection. When I called the bank they would not refund the overdraft fees, around 75.00's. I told them that I had been old the accounts were linked and they are both showing this in the services space on my my account summary page. they have some BS story that the wording for this account and by this account mean two different things. That overdraft protection for this account and my acount # and overdraft protection by this account and the account number doesn't mean the account is protected by eachother. very misleading, how would I know that. I was told my accounts would be protecting eachother, and they both shown eachother as over draft proteting eachother. They admitted both words mean the same thing, but refued to refund the fees. Then after rfusing to help me took back the similarities in the words meaning saying I should know the difference and that the accounts weren't protecting eachother. This is ridiculous any one looking at the account services protected by: and the othr account being listed would assume they were protecting eachother from overdraft problems. They are taking advantage of people.and this needs to stop. please help us and look into this. I belive it's misleDING IFORMATION AND FRAUDULANT, just a way to get money from unsuspecting costumersDesired Settlement: I'm poor and would like a refund, I also think they need to change this misleading message. If the account says it's protected by or for the accounts then they should be protected

Business

Response:

To Whom It May Concern,

PNC Bank received the complaint for Ms. [redacted] on May 6, 2014. We have evaluated the information and spoke to the client to address her concerns. We do not have written authorization from Ms. [redacted] to respond to your office. Should you have any further questions, please feel free to contact me at ###-###-####.

Sincerely,

[redacted]Executive Client Relations

PNC Bank

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Absolutely the worst bank in **. Even when their customer service department and a staff member in the branch is shown a screen shot of my Overdraft LOC with full available credit, they still charged me two separate Overdraft fees! What is the point of telling customers they have Overdraft protection if they aren't going to protect you when there is an overdraft?

Shame on me as I knew one year ago I should have left this bank when they pulled the bait and switch on us with a promised rate on a Home Equity Line of Credit. They quoted us a rate a full point below what they sprung on us literally two days before closing! During the month leading up to closing, they had ample opportunities to let us know the new rate but decided to withhold that information.

Review: Yes I bank with P.N.C Bank. As of 6/11/2013 my account at 11:00 PM had money in my account. The next day 6/12/2013 my account was over drafted around 11.00 and I got hit with two fee's of 36.00 each total of 72.00. I contacted them several times today (6/12/13) and no one seems to want to help and when I finally got to talk to a manager he said that this was my fault. I tried to explain to them that not just me but my wife also check the account and it was the positive balance and we even used it at a red box, now before it would not let me use my card at ALL if my account had a 0.00 or below balance. I tried to close my account today and they wont allow that it. I feel I checked up on my balance and at my time and everything was current. Since this bank has gotten bigger they try and take what they can from the small people. I also looked on Revdex.com.com and seen in the past 12 months there has been over 350 people that has had the same problem with them. I gave them 72.00 dollars that I feel I did nothing wrong and I should be able to get that money back. We have banked with them for over three years now and it seems that everything is getting worse with them and they do not care about there people that bank with them.

Business

Response:

July 22, 2013

I was unable to reach client by phone and mailed him a letter today, addressing his concerns. We consider this matter closed.

Thank You,

Review: A dispute with a merchant was denied due to fraudulent information relayed from the merchant in regard to the transaction.No agreement with the merchant was ever signed and the merchant overstated charges and outright lied about what the service would cost. [redacted] said the tow and the inspection would be free of charge.Never did they say that I would be charged $265 for the tow and inspection. This is fraud and that is why the dispute was filed.Desired Settlement: $265 as the merchant does not have a signed work order nor was the work ever authorized.

Business

Response:

PNC has responded directly to the client. No release was provided.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: I was supposed to have a 3k bonus direct deposited. I was charged 36 overdraft fee. Laughed at by customer support and 3 branches didn't have managers. Will pull all funds from account and file in ch7. Over 36 dollars..Desired Settlement: Reverse the 36 put the right od service on account and keep me as a customer or I'll take all money out and let everyone know and file my ch7 on you too

Business

Response:

April 19, 2016- PNC Bank, N.A. responded to [redacted] on April 19, 2016 and considers this matter addressed. Thank you, Meghan J[redacted]

Review: Attempted to deposit a check for a large amount with two names, it had been endorsed by both parties, but for some reason they didn't like that. The branch I went to on [redacted] Rd had several conflicting answers, no one seemed to know what to do, that was my first warning sign. I was told to take the check home and wait for a phone call on how to handle it. It gets even better! The other person on the check is in another state and they (PNC) wanted her to come 300 miles to prove her signature, that wasn't going to happen. The next option was have the other person go to her local PNC branch to prove she is who she is. So my local PNC said "no problem, we will overnight it!" Little did I know that meant it was internal PNC courier "overnight" with no records, instead of something legal like [redacted]! It has been 7 days and no one call tell me where the check is and I plan to call my local Police or county prosecutor to look into the matter! I'm pretty sure that this is a felony.All this time I expected the check to clear in 5 business days and be able to pay bills and live on. Yet PNC has blocked the money so I cant and I'm now overdrawn, I believe this was done on purpose to inconvenience me. I think they don't like my talk of switching banks and delay everything as much as they can! Now they will attempt to get more money out of me with fees!Desired Settlement: Deposit the check that should have been done a week ago, compensate me for lost time at work and for other parties involved. That includes overdraft fees because they dragged their feet!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

No one ever contacted me outside of my local branch. Emails and phone calls went unanswered, I have already opened an account with a new bank due to the issue.

Regards,

Review: I purchased a service with my debit card on line for $29.99, the merchant automatically charged my account $111.84 approximately on March 4, 2015. I immediately requested a total refund and to cancel the service I purchased with the merchant as well as filing a fraud dispute with PNC bank, from which my account with the debit card I had used.There was a lot of communication between PNC customer service and myself. I was told I had to file paperwork (I did for the full amount) yet PNC gave me a provisional credit minus the $29.99 and that PNC needed time to investigate in which the merchant had 90 days to respond. I was told since I paid for the service that amount would not be granted, yet PNC told me also, I never asked for the full amount. I have the original form I filled out and faxed back showing I did ask for $111.84. I had intentionally not used the service because I had asked for the full refund. Once PNC told me I paid for the service and to use it, I had 2 weeks left on the service and decided to use it. I found out the merchant had blocked my account, and the reason for that, was the merchant had given me a charge back for the $111.84. I was still seeing my account credited for $84 and some change as a provisional credit.In exactly one day short of 90 days, I saw the provisional credit removed from my account. Approximately May 15th 2015, I had filed another dispute of fraudulent charges with a moving company for $90.00 through PNC in which PNC gave me a provisional credit for $90.00. The moving company refunded the $90.00 within one week, I promptly let PNC know that matter was resolved. PNC confirmed I let them know about the $90.00, within a few days, I saw the $84. and some change provisional credit removed, yet the $90.00 provisional credit was still posted to my account.I asked why they removed the provisional credit when the company had given me a charge back for $111.84? PNC acknowledged the company did refund me $111.84. PNC took $111.84 from me.Desired Settlement: I want the $111.84 PNC removed from my account refunded back into my account. PNC claims they did not remove it. I have asked for proof through bank statements from 3-1-2015 through 6-30-15, I have not received anything in the mail, this conversation/request took place approximately 2 weeks ago.I was also told an action of a transaction drops off after it's posted, why or how can actions of a transaction drop off of an account, how would anyone ever be able to reference their bank account?

Business

Response:

PNC responded to [redacted] on July 20, 2015 and considers the matter addressed.Thank you,[redacted]Executive Client Relations

Consumer

Response:

Review: I've been a PNC mortgage customer since they bought my loan in June '13. I've set up automatic payment through their website every month since. This month, the payment came out immediately instead of the date selected, July 1st. This early withdrawal resulted in overdraft fees from my bank. When contacted, the customer service line's was: It wasn't their fault, and it was actual a third party payment center's fault, and even it was PNC's fault, there was nothing they would do about it. After trying to escalate, I got a simple: "It's been paid. Nothing we can, or will do." PNC claims any payments or debit made incorrectly that were not done in the presence of representative were not their fault (followed by a script written by their lawyer). Strange, my other mortgage holder credited my account and reapplied the payment when this happened in October of 2012.Desired Settlement: Payment of overdraft fees incurred by PNC's failure to properly process payment.

Business

Response:

no authorization on file. contacting customer for resolution

Review: Properly endorsed and valid check returned as unpresentable. I deposited a check (through an ATM) that was made out to 2 parties. Both parties endorsed the check. However, the bank did not accept the check. I was told by a supervisor (after escalating the issue) this is a "grey area". To my knowledge there is no policy description I have been provided that states I have not followed proper deposit processes. In fact the supervisor said that unless I come in with the second party the branch may not accept the check (or if the branch employees recognized me). He stated not because of a policy breach but because it is a grey area.Desired Settlement: Properly explanation and documentation demonstrating that I have not followed deposit processes, acceptance of the check as (I believe) should have happened during the initial deposit.

Business

Response:

PNC has responded directly to the client. No release provided.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I consulted PNC bank on March 17th to close my checking account, and I was clearly told that I am free to close it without any fee. However, few days later the cashier check arrived with $25 closure fee deducted. This is not acceptable as PNC didn't notify/provide wrong info to their customer and charge without customer's agreement.Desired Settlement: Issue me the $25 closure fee, as PNC has notified me no closure fee will be charged

Business

Response:

4-1-16PNC Bank, N.A. responded to Mr. [redacted] on April 1, 2016 and considers this matter addressed.Thank you,Julie L[redacted]

Review: PNC cancelled my account during the middle of my federal job furloughing us - I was sent an abrupt letter with no detail other than it would be cancelled on 10/14 and to not send out any payments. As of 10/12 my partial direct deposit was sent in and PNC cancelled my debit card without my knowledge so I had no access to my funds other than go to a branch. When I called the branch in [redacted] (asst. Branch manager, [redacted]) was completely unhelpful and rude. I explained my situation and asked (pleaded) with her to keep my account open and she basically said she couldn't do anything to help me. As of 10/15 PNC was still sending out payments from my account (which I had NO access to after 10/6) although the account was supposedly CLOSED on 10/15. This bank is ridiculous. Their online customer service reps and toll free reps are very helpful, but all three branches I have had direct contact with are awful. DO NOT use PNC bank. Especially if you are a federal employee -Desired Settlement: Just want to put it out there and let people know how awful this bank is and not to waste time or money with them.

Business

Response:

11-18-2013 We are responding to the customer to address the issue.

Review: To Whom it May Concern,Please consider this written letter as my formal complaint in regards to my recent submission for a MOD from PNC (My first mortgage). At this point, I am in Imminent Default. I was transferred to [redacted] with my job after being there for several years the job site closed and I was forced to move back to the ** self paid, incurring thousands of dollars in moving and relocating costs. At which point it then took me nearly 7 months to find contract work and nearly a year to find permanent work. The position I was able to obtain actually takes home roughly $80.000.00 per year less than I was previously taking home. Additionally, I've gone through a costly divorce abroad and had to have that all transferred and recorded with the local courts in the **. In April, my home has had a major flood in my home resulting in large excess costs to include my deductable which is roughly $3800. Throughout 2014 I have experience many health issues resulting in excess and above normal medical costs in addition to the other items I have mentioned. I have rigorously searched for higher paying work to no avail. I am doing everything I can to stay above water by draining my more than 20K in 401K to keep afloat as I went through the lengthy refinancing, and modification process with both of my mortgage companies. It has taken a very stressful 1800 months of application processes, and searching for options to reduce my mortgage payments at which point upon completion only to be rejected. Throughout this lengthy process I have been forced to spend all of my disposable income, 401K savings and have now incurred more than 40K in additional credit card debt that I did not have upon my return to the US. The result is that as this point I am now consistently roughly $1500 upside down per month. I was denied by PNC for a loan modification under the terms that they feel my hardship is not enough. I am a hard working single mother that has never missed a payment on my home and I want to stay in my home. The representative from PNC indicated that I could not appeal and that she recommended that I liquidate by either Short Sale or Foreclosure. These are not options. I need temporary help until I can get on my feet again. I feel I am not being considered because I am current on my mortgage and I feel as though I am being penalized for not being in default. I am only 1 month away from not being able to keep up with my payments. I write and ask that you please assist me in this process. Thank you,Desired Settlement: I would like them to approve mod, It does not have to be at the 2% or a HAMP mod but I need relief without losing my home.

Business

Response:

On Wed, Nov 12, 2014 at 3:05 PM, [redacted]> wrote:

PNC has received a complaint through the [redacted] for this customer. Please close your complaint as PNC will respond to the [redacted] Complaint.

Thank you

Assistant Vice President

Executive Client Relations

Enterprise Escalation Group

PNC Bank[redacted]

(p) ###-###-#### (f) ###-###-####[redacted]

On Wed, Nov 12, 2014 at 3:05 PM, <[email protected]> wrote:

PNC has received a complaint through the CFPB for this customer. Please close your complaint as PNC will respond to the CFPB Complaint.

Thank you

Deborah Smerker

Assistant Vice President

Executive Client Relations

Enterprise Escalation Group

PNC Bank

500 Smithfield St, 3rd Floor

Pittsburgh, PA 15222-2200

(p) ###-###-#### (f) ###-###-####

[email protected]