PNC Financial Services Group, Inc.

Review: Advertisement Bonus not honored! False Advertising. Rude Customer Service! On January 15th 2014, I opened up an account (ending in [redacted]). They had an advertisement around that time stating that if you open an account online, make a $2000 Direct Deposit, and sign up for bill pay, you would get a $150 bonus. So with the help of a PNC Associate I opened an account and followed all those terms, they lady even said I qualified for the bonus. After some time I still had not received the bonus so I emailed them and in the message the guy clearly apologized for their mistake and said the $150 would be applied to my account within 7-10 business days. The reference to that request is [redacted]. After the said time I still didn't receive my money so I disputed it. And the associate I spoke to, her name [redacted], was very rude and unprofessional!!Then I spoke to another associate, [redacted], she told me to call her back. When I did, she said she could only give me $75, that's only half!! This is unacceptable!! I followed all their terms and conditions so why should I only get half my bonus!? In fact I deserve more for the trouble I'm going through. This is false advertisement and HORRIBLE Customer service!!Desired Settlement: As promised by the Ad, I want my $150 bonus! Also an apology would be nice.

Business

Response:

An addtional $75.00 will be credited to Mr. [redacted] account within 24 to 48 hours. These funds are being provided to the client as a courtesy as all requirements were not met to receive $150.00. Client was to bring coupon to branch when account opened. Our support department asked for the coupon to be emailed or faxed on 3/7/14 with account number. Information was not provided. We apologize for any inconvenience this may have caused. We value your business.

Please feel free to contact me with any additional questions. [redacted]/Executive Client Relations/###-###-####

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: On Friday, March 25th at 8:21 PM, I visited my local PNC ATM at [redacted]. While there, I was going to withdraw money from my non-PNC bank account ([redacted] is who I bank with) when I realized that there was an option to deposit money. I then attempted to deposit $1800 into my [redacted] account from the PNC ATM. After inserting my money, I was given two receipts. One which read "Seq#[redacted]: Transaction Selected cannot be processed. Deposits must be made at your institution" and another that read "Seq#[redacted]: Incomplete transaction. Cash return Failure. Please contact your financial institution". The ATM then gave me back $1400 in cash, leaving me $400 short.

I immediately contacted [redacted]. They were never notified of any attempted or failed transaction. They told me that they were not involved in any way because the PNC ATM transaction did not process or even show up in my account with them. On Monday, March 28th at 3:15 PM, I contacted the local PNC at [redacted]. I spoke with a manager and described my situation. She told me that my financial institution would have to file a dispute. I informed her that I had already contacted [redacted] and that they were never notified by PNC's ATM of any attempted transaction. She then continued to inform me that there was nothing I could do at that point. I asked her if I were able to personally file a dispute with the branch because it was my personal cash that was stolen and my bank was not involved. She responded that I would not be able to personally file a dispute. I let her know that her till for Friday would be $400 over and she responded, again, that there was nothing I could do to recover the money.

I then decided to call the corporate customer service number in an attempt to file a dispute. I spoke with Joel at customer service, who transferred me to the Loss/Recovery department, which sent me to an automated voice, which then sent me to voicemail. I now am unsure of any steps that I can take to recover the $400 that was taken from me. I have attempted to contact PNC through all social media channels in an attempt to recover my money, but so far it has not been successful.Desired Settlement: I would like to be refunded my full $400 in cash that was taken from me.

Business

Response:

PNC Bank, N.A. responded to Mr. [redacted] on April 21, 2016 and considers this matter addressed.Melissa G[redacted]Executive Client Relations

Review: I am vigilant about my bank account and made all necessary deposits to cover expenses. This bank, as of late, (I have been a customer for 10 years plus) now started to implement overdraft fees when my account balance is not even in the negative. There are pending charges that would make it negative (but a deposit was made today to cover those and more) but the account never went into the negative. Recently I had to go through quite the process to get it refunded. (I had to speak to approximately 5 people over the course of one week) I think this is very unethical and I am tired of being a victim of their unfair practices.Desired Settlement: I would like two $36.00 fees refunded ASAP.

Business

Response:

To Whom It May Concern,

We have addressed the concern with the client directly, with the resolution being satisfactory to the client. On April 3, 2015, the two $36.00 overdraft fees were refunded as a courtesy.

Respectfully,

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: MY ACCOUNT ACCIDENTLY WENT INTO NEGATIVE (OVERDRAWN).THE NEXT DAY I GOT PAID AND ACCOUNT WENT INTO POSITIVE AGAIN. 3 TRANSACTIONS NOT EQUALING THE BALANCE OF THE DEPOSIT WERE MADE. ACCOUNT STILL IN POSITIVE. GOT PAID AGAIN. 4 TRANSACTIONS NOT EQUALING DEPOSIT WERE MADE. THE ENDING DAYS BALANCE ON JULY 14 WAS IN THE POSITIVE. THE NEXT ENTRY FIRST THING NEXT DAY JULY 15 WAS TWO OVERDRAFTS ON THE POSITIVE BALANCE. THE BRANCH STATED IT WAS FOR THE PREVIOUS DAYS TRANSACTION,,,,WHICH WERE NOT IN THE NEGATIVE. BEFORE I GOT MORE MONEY IN ACCOUNT 2 MORE TRANSACTIONS WENT THROUGH. 2 MORE OVER DRAFTS WERE ADDED. (FOR THE SAME 2 TRANSACTIONS!)THE BANK STATED THE FIRST 2 OVERDRAFTS ON 15TH WERE FOR THOSE TWO TRANS ACTIONS. LONG STORY SHORT I WAS CHARGED A TOTAL OF 6 OVERDRAFTS TOTAL AT $36 EACH. FOR 5 TRANSACTION WHICH NOT ONLY DID NOT EQUAL THE TOTAL OF THE DEPOSITS BUT THE ACCOUNT WAS IN POSITIVE (NOT OVERDRAWN) AT THE TIME THE FIRST OVER DRAFT WAS ADDED. IN FACT THE REPEATEDLY STATED THE FIRST ONE WAS FOR THE PREVIOUS DAYS TRANSACIONS WHICH WERE NOT IN THE NEGATIVE. I WENT BACK FOUR MONTHS THERE IS STILL TWO UNEXPLAINED OVERDRAFTS FOR WHICH THERE IS NOT TRANSACTION FOR. THE ONLY REASON THE ACCOUNT KEPT GOING OVER DRAWN IS THE BANK KEPT ADDED OVER DRAFTS FOR THE SAME TRANSACTIONS. I GOT CHARGED 2 BEFORE THE 2 TRANSACTIONS AND 2 AFTER THE TRANSACTION FOR 4 OVERDRAFTS FOR 2 TRANSACTIONS. I NOT ONLY CLOSED THE ACCOUNT AFTER TALKING WITH THEM (UNSUCCESSFULLY) ABOUT THE ACCOUNT I WILL NOT BANK THERE ANYMORE AND WILL DISCOURAGED ANYONE TO DO SO. THEY SEEM TO HAVE THE POLICY/HISTORY OF OVER FEEING AND IT IS """NEVER''' THEIR FAULT OR SO THEY SAY. DOES NO GOOD TO TALK TO THEM.Desired Settlement: I WOULD LIKE SOME OF THE OVERDRAFTS REFUNDED AFTER THEY GO BACK OVER THE ACCOUNT FOR SEVERAL MONTHS THEY CAN SEE I GOT CHARGED MULTIPLE TIMES BEFORE AND AFTER TRANSACTIONS ON SAME TRANSACTIONS. THEY STATED OVER DRAFTS WERE FOR TRANSACTIONS RIGHT BEFORE /PRIOR BUT I GOT CHARGED AFTER ALSO.

Business

Response:

PNC Responded to the customer by letter on 8-15-2014 **

Review: I was told that if I signed up for the checking account deal they were offering I would be given $150 sign up bonus. When I went to inquire about this bonus they told me they would put in a request and have someone contact me back within 7-14 business days. I received no response. Today I called the bank to inquire and was told they would have to send me to a specialist and I wanted over an hour and hung up and called in to talk to someone about this. The phone agent I spoke to told me I did not qualify due to some bill pay requirement which is absolutely ridiculous. When I asked to speak to someone that could help me the agent told me that there was no one to help me available.Desired Settlement: I would like to see my account credited for the $150 that was advertised for signing up for the checking account.

Business

Response:

This letter is written for response to your correspondence regarding [redacted]. We have responded directly to his concerns via telephone conversation on December 4, 2013.

Sincerely,

Consumer Relations Specialist

Executive Client Relations Officer

PNC Bank

Review: On 1/14/14,I deposited a cashier check for $3000. I was told it would be cleared by 1/22/14 and upon checking my account the funds cleared. I proceeded to pay my bill in the total amount of $1306. Later that after noon when I used my debit card and it declined. Please note the check was verified by the teller and customer service rep from PNC. I was told PNC put an extended hold on my the check which left my account over drawn and a load of bounced checks. In the state of NC is a felony and I can go to jail therefore negatively impacting my credit & life. In Addition the Rep [redacted] told me they can hold my check for as long as needed. This after the receiving the payment for [redacted].Desired Settlement: I want my all money and all damages from the check return fees and interest from this immediately.

Business

Response:

I spoke with Ms. [redacted] 1/29/14 and confirmed release hold date is still 1/31/14 as noted to her in prior conversation. However, explained to the client that the bank in Puerto Rico has not released her funds to PNC. PNC has reached out to a contact at the Puerto Rico bank every other day. Client said she will wait through 1/31/14. Also, client understands that the bank in Puerto Rico must release the funds to PNC so PNC can release the funds to her. I asked client to call me with any questions while she is waiting. The client said she will wait and I will continue to work with client until the bank in Puerto Rico provides a response.

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 called the 800 customer service number on 3/17/2016 to inquire about closing all of my PNC Bank accounts and specifically asked whether there will be any fees associated with the account closing or the check issuance and was assured by the customer service representative that there will be none. I requested for all of my accounts to be closed. A few days later I received a notice in the mail that I was charged for the early closure fee of $25. I called 800 number on 3/25/20116 and was told that there was nothing they can do because account was already closed I requested a check or some kinda form of repayment for the fee I was charged and was denied and was instructed to visit my local PNC bank branch in hope that they will be able to assist. I visited the nearest branch on 3/26/2016 and explained what happened and was told there was nothing that they could do either because account was already closed. They refused to work with me to find any kinda solution to this problem other than to open a complaint. I was also informed that the other PNC bank account were still opened and not closed. and poor peoples knowledge I got stock with the $25 bill and two of my accounts not being closed. At the local branch I was dealing with Claire S[redacted] (tel. ###-###-####) and the branch manager.Desired Settlement: Any form of compensation for in the stated amount.

Business

Response:

Good AfternoonPNC Bank, N.A. responded to [redacted] on April 13, 2016 and considers this matter addressed. Lauren R[redacted]Executive Client RelationsPNC Bank, N.A

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 have a receipt from the PNC bank ([redacted] branch) showing that I paid off a signature loan in full on April the 11th of 2013. Since paying it off the bank seem to ignore the payoff and deducted $75 from my checking account more than once in the following months.This deduction was coming from my checking account at a different bank, since before the PNC loan was paid off I had set up the auto withdrawal.I called the PNC branch (and spoke the the branch manager) as soon as I realized they had deducted a payment of $75 from my account. He was very polite and said he would take care of it and he did. Soon after that (not more than a few days) the $75 appeared back in my account from PNC and I thought that was the end of it, but sadly, it wasn't.So, as time went on I would call again and talk to the branch manager, he would apologize, agree I was right and say he would do his best to see to it that it would not happen again, but then it would. The bank would reimburse the $75, but then the same thing would happen the next month.After this going on for several months, I finally called their (PNC) main office to see if I could get this stopped. I talked to a lady named [redacted] and she agreed that it (in her opinion) should never have happened, but that it would be up to her supervisor to decide what to do about it.At that point I informed her that I was 69 years old and that I just could not take this constant aggravation of receiving duns for money that I did not and do not owe. I told her if her supervisor did not get it stopped and if I received one more dun I was going to contact the Revdex.com about it. I received another dun today and they have added another $40 (called fees charged) to the $100 they were up to on the previous month.Desired Settlement: I just want the duns to stop. (A note of apology for all the aggravation would be nice, but not necessary). I do not, and I repeat, I do not owe the PNC any money at all. I paid the only loan off in full, on April 11, 2013.Thanks for your help in resolving this situation.[redacted]

Business

Response:

Good Afternoon ,

I spoke to the Mr. [redacted] today , in response to his letter. I explained that he had a recurring payment that he set up via Online Banking that was not cancelled which caused the $75.00 to continue to be sent for his payment. I waived fees in the amount of $100 and $40.00 and had the credit bureau reporting corrected. His account is closed effective April 6, 2013 and I apologized on behalf of PNC Bank.

Thanks

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 am contacting you today in regards to a consistent issue that I have with my bank (PNC Bank). PNC refuses to let me make withdraws from my account do to a lack of identification. the first time this happened I hade my personal P.A state I.D with me and nothing else. when asked to produce more identification the teller told me it would be ok as long as I typed my social into a small number pad. after verifying my social she called over her supervisor [redacted]. She asked me if I hade my debit card with me. I did not have mine do to PNC over drafting my account a few years ago, so I opted out of having my own. but my wife and I share this account so I hade her debit card and she still refused to let me withdraw funds out of my account. I filed a complaint with PNC, but obviously nothing was done. Today 12-06-2013 I walked a half a mile to withdraw funds out of the same account at the same branch, except this time I hade my I.D and the duplicate from before. so that's two official P.A State I.D Cards I also brought my social security card, birth certificate, and a piece of mail to match my I.D card. I walked up to a teller and asked for the account balance. She excepted my identification and opened the account. she even showed me the screen with the transactions coming out of the account. Then I ask if I could make a withdraw. she got a deposited slip, came back and started writing my account information down. she then asked me if I hade my debit card on me. I told her that I don't have one do to over drafts. she then told me that there was nothing she could do for me, then asked if I hade a credit/debit card from a different bank with my name on it and I did, but it still was not good enough for her, she then informed me that you can set an account up, and check your balance with the identification I have just can't make a with draw. what made me upset is that I am African American and while i'm dealing with this teller I get to see people get there money with no hassle and no I.DDesired Settlement: I Would rilly just enjoy the right to withdraw my own money out of my account with out discrimination do to my skin completion being darker than the average person who lives in [redacted]. I want this harassment to stop or make it equal, make every one who comes in white or black show every piece of identification that I have to show. its not fair watching every one around you in the Bank walk right up smile, ask to make a withdraw and get there funds without even having to show I.D

Business

Response:

[redacted] is resolving the issue directly with the client

Review: PNC charged our account a $36 insufficient funds fee when the account was never negative. When I contacted customer service they told me that there was transactions behind the scenes that I could not see. This is criminal misrepresentation of consumer transaction detailsDesired Settlement: Refund stolen funds back to checking account

Business

Response:

To Whom It May Concern,

PNC Bank received the complaint for Mr. [redacted] on July 03, 2014. We have evaluated the information and mailed the response to client. We do not have written authorization from Mr. [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

Review: I have a student loan that has went into collections. I lost my job, and they wouldn't allow me enough time to regain substantial employment to be able to make their payments. After the loan was sent to collections, I have now paid the collection agency on time for over a year. However, they will not service the loan, and continue to leave it on collections to be serviced by that agency.

They said they could do that if it was a federal loan, but since it is a private loan that they don't have to, and will not do that for me. There is no explanation as to why they won't do it for me. Why would they make students, that want to make a better life for themselves, live with that debt on their credit report for 5 to 10 years until it is paid off. I have paid the collection agency on time for over 12 months, and have a suitable job to make my full payment. Why don't they re-service the loan like they would for a federal loan? It seems to me that this process is unfair to any and all students that use their service.Desired Settlement: For them to remove my loan from collections, and re-establish servicing their own loan so I can start getting my credit restored.

Business

Response:

PNC Bank, N.A. responded to Mr. [redacted] on November 9, 2015, and considers this matter

addressed.

Consumer

Response:

Review: Their stupid online banking is messed up!! I transfered some of my funds from one account to another. Their website froze and a pop up screen said there was an error. What then happened is the amount of money that I didnt know got transfered, transfered TWICE!!! Then that was leaving me a negative amount in that one account that I had the funds transfered from!! Now that its in the negative I keep getting charged $7 a day overage fee. Now why would I want to transfer money that I dont have??? I dont have it to pay back!!! Someone should have called me and let me know this happened instead of sending letter 5 day later!!!! In the mean time I keep getting charged the $7 daily fee. I dont have overdraft protection so they should have never let that transfer happened!!! This is the second time this happened to me with the bank!!!! I am sick of being charged for stuff they created!!!!!Desired Settlement: I want my money back from the overdraft fees!!!! Their online banking is a nitemare!!! They permit transfers even tho there is no money to cover the transfer so they can charge you the fees!!! Just because the print out says there were transfer my actual account does not reflect it!!!!

Business

Response:

To Whom It May Concern,

PNC Bank received the complaint for Ms.[redacted] on July 14, 2014. We have evaluated the information and spoke to 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

Review: I [redacted] did not give authorization for dish to take $220.00 out of my Bank Check card. PNCBank was not authorized to give my money to [redacted]. On September 11, 2013 I went to the ATM to check my balance and I learned that my account had a negative balance. I call PNCBANK to ask what was going on with my checking card. I was told that [redacted] took my $220.00 out of my bank account and left it in the negative. I told PNCBANK I did not authorize [redacted] to take that money out of my pnc visa checking card account. They told me to file a claim for fraud and forgery. So I did what pnc bank said to do. They told me they will be sending me a separate cover for an affirmation of fraud and forgery for me to complete. I was issued a provisional (temporary) credit to my account in the amount of $220.00 on 10/03/13. They investigated my claim, but did not give me enough information. They sent me a letter stating that they were unable to substantiate my claim but yet they still proceeded to give my money to [redacted] network. Then I went to my main bank and asked them what the letter meant because it did not give me enough information. The bank teller proceeded to call someone on the phone to verify, they said they were going to mail me another letter. This letter stated that I gave [redacted] authorization to go in my bank account. This is not true because I have been paying my bill monthly over the phone and I had a twelve month contract with them, but however my contract was up. They took the money out for equipment return, but the point is that I never gave [redacted] any permission to take any money regarding anything other than my twelve month agreement. I know that there was no investigation done on my behalf, so I asked for a second one to be done. They mailed another paper out on 10/3/2013 and I received it on 10/15/15, asking me to complete the same Affirmation of Fraud and Forgery paper. But before I even got a chance to fill out the paper, they took the money back and again nothing was done. They closed my account and left it over draft. They first told me that my account was $-349, then I called on 10/21/2013 and now they are telling me that my account is $-198. How could they decide they were unable to substantiate and give authorization to [redacted]?Desired Settlement: I would like my account to reimbursed of my money and for it not to have a negative balance.

Business

Response:

This letter is written in response to your correspondence regarding Ms. [redacted]. PNC Bank spoke directly with Ms. [redacted] on November 1, 2013 to address the concerns expressed in Revdex.com Case #[redacted]. The Revdex.com did not provide a signed authorization form with the Revdex.com Customer Complaint.

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.

Regards,

Review: Here is the chronology without exact dates (I have mailed much of my detail to PNC and they haven't returned any of it).- Have had PNC credit card for years;- Had fraud and got new cards;- Time passed;- Had fraud again and got new cards;- Time passed;- Received cash advance checks in the mail;- Wrote one cash advance check and deposited it in my checking account (just prior to going to Europe for two week business trip);- Check bounced;- Called number on back of card - they indicated the check bounced it was on an old account number even though I received this well after the fraud and replacement cards. I requested compensation for the fees incurred for the "rubber check" not being in my account...indicated they'd review and get back to me;- Wrote letter (no response....to address on back of statement);- Wrote second letter (no response)(no response....on letter sent to me and returned to that return address);- Received call from "Retail Escalation Group";- Returned call to that individual and got left voice mail;- Recieved letter from "Retail Escalation Group";- Called person on the letter twice on different days (no return call);- Wrote letter back to person at "Retail Escalation Group" (no contact back);- Called again- Wrote again- Received call back from "Retail Escalation Group" [redacted];- Faxed information (bank and credit card statements with documentation of my costs and request for reimbursement);- Received voice mail back;- Returned call and left voicemail;- Returned call and left voicemail;- Returned call and spoke to someone else who indicated that they notes say they documents some refund on feeds and have added questions for others. Requested they return the ones that are clear and write or e-mail with further questions.- Left voicemail for [redacted] again requesting they return the ones that are clear and send letter or e-mail with further questions. Confirmed I would participate in calls they set up.- No fees returned!Desired Settlement: Send me $500 for to cover my fees and time invested to pursue this with you (this is far less than your profits on my account over my lifetime value to you).

Business

Response:

On Sun, Feb 15, 2015 at 1:45 PM, [redacted]> wrote:The customer's issue was resolved on 2-11-2015 [redacted]Assistant Vice PresidentExecutive Client Relations Enterprise Escalation Group

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. In addition to that response, the business contacted me, admitted they were in error and sent me a check for $250 to cover the costs of fees and some of my time/gas for this experience they caused with their bounced check. And, I find that this resolution is satisfactory to me.

Review: We have used our card for purchases and the bank does not put them on the account for up to 10 days. We have had authorizations on our card, the bank has dropped it off and then several days later taken the money again. We have attempted to discuss with the bank and we're basically told we didn't matter. We initially tried to open an account, the bank took our money and couldn't find anything on us and had to reopen a new account and try to figure out where our money went. It's been a nightmare since. The call to customer service tonight showed us we didn't matter.Desired Settlement: We would like to be compensated for our time and nsf fees incurred because of the bank's mistakes. If we can't get this taken care of we will file a lawsuit.

Business

Response:

June 19, 2015 ** PNC has responded to this customer on June 19, 2015 and considers this matter to be closed.Thank you,[redacted]

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.PNC and I had played a bit of phone tag and never got the issue resolved. During that time, my husband and I closed our account and while we only had a little money in the account, PNC took that money for closing the account. We never got anything resolved at all and they were upset that we were closing our account. Didn't get anything at all refunded to us and they stated they were entitled the $2.00 we have left in the account. This certainly has been a nightmare doing business with this bank. I have voiced my opinion to other customers who state if this is not resolved they too will be moving their business elsewhere. Its funny the new bank we are using as well as the previous banks we have used - we have NEVER had any of the problems we have had with PNC. It has been a complete nightmare and would never recommend anyone doing business with PNC

Regards,

Review: I have been a customer of pnc for a long time and almost always go into the branch to deposit my money and I deposit my checks before I write checks to pay my bills but even though I deposit before I spend and the money shows posted in my account. pnc who can see the same info that I can still adds money to my overdraft protection account adding up interest charges to that account. I have sent them letters telling them that they are billing me unfaily and that I put the money in my account to avoid overdraft and even though funds have posted they continue to add to my overdraft account..the latest was on march 6th. I deposited my paychecks and went about my way paying bills and even though the paychecks show as posted on the 6th they (pnc bank) still added $61.00 more to my overdraft account..this is no more than a way to drive up interest fees and every time I write pnc about this issue they simply send me a form letter with no explaination this is an unfair business practice and if the money is in the account it should have never happenedDesired Settlement: I would like an explaination other than a form letter, I was always told that money deposited inside the branch post that day..if that is the case you cant post money on the 6th and then overdraft on the 6th..this has happened multipul times and deserves an explaination. I would like this to stay on record with the Revdex.com so other pnc customers that are going through the same problems can see it

Business

Response:

March 11, 2014

Dear Ms. [redacted],

PNC Bank is resolving this issue directly with our client. We are in the final phases of providing a resolution.

If you have any questions regarding this matter, please feel free to contact me.

Officer

Executive Client Relations

Enterprise Escalation Group

Review: I recently paid off a consumer car loan early with PNC bank. When I initiated the loan I gave PNC bank my paper title to so it could be processed with the title bureau and have them listed as a lien holder. A month after the loan was paid off I had yet to receive my title. I called PNC bank and was told I would have to go to the title bureau to pick it up. I did so and had to pay $16.00 to get it. The title bureau informed me that PNC converted the title to an electronic title as a convenience to them so that they didn't have to handle the paper title. When I questioned PNC about this practice I was told that the state requires that the title be filed electronically. The clerk at the title bureau did not confirm this statement to be true and said that the bank does this at their convenience. I informed PNC bank that I gave them a paper title and expected a paper title when the loan was paid in full. I do not feel I should have to pay to have it converted back to a paper title since this was PNC's choice to convert the title to an electronic title. After several phone calls to the PNC branch where the loan was initiated I have received no satisfaction or results to settle this matter.

Product_Or_Service: personnal loanDesired Settlement: DesiredSettlementID: Refund

I would like PNC to reimburse me for the $16 I paid to have the title converted back to a paper title.

Business

Response:

[redacted] 10-29-14 PNC is working directly with customer

Review: PNC Mortgage, loan number [redacted], has been calling me up to 10 times a day, have sent me collection notices and even put a notice on my door saying I am in default on my mortgage payments. I received a written notice saying they intended on repossesing my home and have been charged late fees and reported as past due to the credit agencies. PNC purchased my loan from [redacted] in May without me receiving proper written notice. I have been paying my note on time in May my payment was made on the 7th, June 10th, July 9th and August 6th. Most months I paid $960 instead of the required $926.52. I have called the company numerous times advising them of payments cleared that they allege have not been received. I explain to the agents that I don't understand how they can call me so many times and report m as past due when all my payments are made within the allowed guidelnes at times I even got called and once a representative answers they said they don't know why I got auto dialed when there is no payments owed. I don't know how to proceed but want the harrassment and threatening noticed to stop when I pay my monthly note and wish not to be reported as late to the credit agencies. Product_Or_Service: Mortgage Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like PNC to take off any and all late charges and have them taken off of my account. I would like for the notice of default taken off of my credit report as well. If at all possible I would also like them to apologize and maybe sell my mortgage to another company if they plan on with their business partices as is. If I can be compensated for the times I have had to call them and be spoken to in a negative manner then I would appreciate t

Business

Response:

This letter is confirmation that PNC Mortgage, a division of PNC Bank, National Association sent a response to the borrower regarding the referenced complaint dated October 14, 2013.

Thank you for contacting PNC Mortgage.

Sincerely,

Mortgage Escalations Group

Review: On Sept 8, 2015 I received a phone call from PNC asking if I was using my card in [redacted]. I stated no that I was in [redacted], we figured out on the phone that night I was a victim of fraud. I am extremely grateful that it was caught right away, a couple days later my account was almost 600 in the red, due from 6 insufficient funds at 36.00 and a check that was mail by my fiance by accident, so it was partly my fault, I went into the branch on Friday and talked to a girl name Morgan. she did refunded all 6 36.00 charges, I asked at this time if we could freeze the account to ensure no more activity on the account due to I was scared, I was told no they did not do that, I was also told as long as the account was in the red I would be charged 7 a day, and they would close it, I stated at the time that is was not all my fault that the account was like this, she said she could not do any thing else, I contacted the branch manager Steve and he supposedly placed a alert on the account. I still do not know the status of an item I did not approve that was posted to my account for 138.44Tues 9/15/15 I was advised that my identity theft went farther I started receiving quote and other things in my email, that someone else did, I called the PNC branch manager and told him I am placing in police matters and he stated there was nothing he could do further.as of now I have 28.00 in extra charges on the accountDesired Settlement: DesiredSettlementID: Refund

I would like an apology about the way I was treated and not getting proper customer services the issues were not all my fault. when I brought to there attention I was a victim of identity theft I was blown off [redacted] Police report Number [redacted]. I wanted to ensure I would not loose my account due to serveral deposits were due to go in, also the fact they are going to continue to charge the account....I feel like I was not important enough for them

Business

Response:

PNC Bank, N.A. responded to Ms. [redacted] on September 22, 2015. We have addressed Ms. [redacted]'s concerns and are working directly with the her on resolution of this issue.

Review: I have attached my complaint in the additional details section, since this space provided was not sufficient for the full description of my complaint.January 30, 2016To Whom It May Concern:On January 26th 2016 I was making a

purchase at a local grocery store for a few items. During this purchase I was

paying with my PNC debit card, however my debit transaction was not accepted

and declined for some strange reason. I had already checked my account on the

morning of January 26, 2016; so I knew I had enough money in my account. I then

had to leave the items at the store which made for an awkward embarrassing

moment, since I had no other form of payment. After having my card declined, I

knew there was something wrong with my account. As soon as I got home I called

the 1-800 customer service number for PNC bank. I ran through all of my recent

transactions checking them off one by one. Until I noticed there was a $60.00

teller withdrawal against my account on this day of January 26, 2016. At this time,

I was getting very worried, thinking what has happened to my money; so I press

zero for a customer representative. After connecting with a representative I was

told that someone had made a teller withdrawal against my account for $60.00.

The customer service representative had only a little information for this

transaction because it was still pending. So I explained to her that I did not

make a $60.00 teller withdrawal, and an investigation needs to take place. She

then asked me a few more questions to get the investigation process started.

She also advised me to go into the PNC branch (that specifically handles my

account) the next day to get more assistance on this matter. Doing as I was directed by the customer service

representative I spoke with the day before. On Wednesday, January 27th 2016

I went to the PNC bank branch located in [redacted], Ohio) seeking

some answers on this matter. I sat down with the branch manager Patrick

S[redacted] and proceeded to explain my problem. He asked for my ID, and then

began researching the data regarding this transaction on his computer. He

pulled up a photo copy of the withdrawal slip for $60.00 at the PNC branch a[redacted].

To my shocking surprise the withdrawal slip had one of my relative’s signature

on it; my sister, with my “personal” account number written on the withdrawal

slip as well. Now I want to take a moment to clarify a few things. I have a

“personal” bank account with PNC bank, which is solely used by me; my name is

the only name listed on my “personal” account. I also have a “joint” PNC bank

account with my name and two of my sister’s names also on the “joint” account.

Obviously there is a huge difference between a personal bank account and a

joint bank account. As the manager (Patrick S[redacted]) continued to look at the

recent withdrawals on the joint account we noticed there were two different

handwritings on the withdrawal slip. At that point he really couldn’t give me

an answer as to how this happened. So he too filled out an investigation form

and placed additional security on my personal account. Now in the joint account

that me and my two sisters have there was $41.00 dollars in it. So Patrick

suggested that he could refund me $40.00 of the $60.00 withdrawal, and that I

would have to get the other $20.00 from my sister. I told him that would not be

an option, because my sister did not take the money out of my personal account.

The bank teller at the [redacted] location made the error in giving my

sister the money out of my personal account instead of the joint account. This

is concluded because, the withdrawal slip had my sisters signature on it (which

is the only part of the slip that my sister filled out) the bank teller is the

one who filled out the rest of the withdrawal slip. In fact, the bank teller is

the one who wrote my personal account number on the slip, which is why there

were two different handwriting’s on the withdrawal slip. If we really need to

confirm who wrote what on the withdrawal slip, I’m pretty sure there are a

number of security cameras that can verify that this is an in house matter,

meaning this mistake was made by an employee of PNC bank.Before leaving the bank (in [redacted], Ohio)

Patrick gave me the number to the downtown branch so I could call and hopefully

get some more answers. I thanked Patrick for his help and left the bank. When I

got in my car before leaving the parking lot I decided to make the call to the

branch located at [redacted] I asked for the

manager and I was directed to the assistant manager by the name of Ashley. I

explained my situation and everything I had obtained; prior to leaving the

[redacted] PNC branch. So she goes into the file on the computer and basically

told me what I already knew. But again my question was, how did my sister

withdraw $60.00 out of my account? It was said to me several times that maybe

she had some of my personal information on hand. i.e. my social security number

or my personal account number. These suggestions were so far off and absurd;

they were downright insulting. Ashley then said “well you can try and get the

money back from your sister”. My response was “No not an option”! I nor my

sister made this bank error, so why should either one of us have to fix the

error? At this point I’m getting pretty

pissed because no one seems to have any concern or empathy on my behalf; or

even admitting the mistake was made on PNC’s end of the transaction. After

talking to Ashley and not getting anywhere, I knew it was time to give my

sister a call.So I made the call, and proceeded to ask her a series

of questions surrounding the $60.00 withdrawal. She was furious with the matter

at hand, her recap of the transaction was as follows:She went into the PNC branch at [redacted]She walked up to the teller line and asked for a

withdrawal slip. She signed it showed her ID and gave the teller an

account number on our joint accountThe teller processed the transaction and then my

sister left the bank.As my sister explained that she signs the slip and the

teller fills out the rest of the slip as she has been doing before. After

talking with my sister I gave her the assistant manager’s name and number so

she could tell her what took place. After my sister talked to the assistant

manager with no resolve she ask to speak to the manager. They talked and it was

said that the mistake was made on their end at the teller window. My sister was

told that the teller did admit to making the mistake, and that I would be

reimbursed and compensated. But I would still have to go through a lengthy

process in getting my money back into my account. When I got home on January

27, 2016 there was a message left on my voicemail from a Jessica R[redacted] with

the PNC Fraud Investigation Unit. First thing Thursday morning January 28, 2016

I called Jessica, and left my information for her to call me back since she did

not answer. Later that afternoon I tried calling Jessica at ###-###-####

several more times, only to get her voicemail. Around 3:00 pm I tried calling

Jessica again and she answered after telling her who I was. She began looking

up my data, and this is how the conversation went.Jessica: So you do know who got the money?Me: Yes, I do my sister.Jessica: Well then this can’t be classified as a fraudulent

matter against your account.Me: Why is that?Jessica: Because it was your sister who received the

money and you need to get it back from her.Me: No absolutely not an option, I didn’t authorize

this withdrawal and she didn’t take it out of my account it was given to her by

the teller.Jessica: Well PNC is not going to take a loss!Me: And nor am I!Jessica: Well the only other option would be to debit

the joint account for $60.00 and credit it to your account. But then the joint

account would probably close out and any fees that accrue would be taken out of

one of you all accounts.Me: Well that would be a major problem since I’m the

only one who has a personal account with PNC. I need to talk to your supervisor

because your options just don’t work for me.Jessica: Hold please…… Hello, I just talk to my

supervisor and she said for me to refund the $60.00 back into your personal

account as a one-time exception and no fees would be taken out if any should

accrue against the joint account. Gwen: I’m going to need something in writing asap and

how long will it take to get the money back into my account?Jessica: It should be there by Saturday is there

anything else I can help you with?Me: No THANKSAnd the call was ended.I have a major issue with a few of Jessica’s responses

during our phone conversation, the first being: That this matter could not be

classified as fraud because my sister received the money. However, my sister is

not listed on my personal account, I did not authorize this withdrawal transaction

and furthermore my signature was not on the withdrawal slip. Why is this not

fraudulent activity? The other issue I have with one of Jessica’s response is where

she said “WellPNC is not going to take a loss!” in an aggressive

[redacted] tone. What does she mean PNC is not going to take a loss? Is this not

PNC’s fault? If I pursue this matter further with a legal attorney I’m pretty

sure PNC would take a loss, and PNC’s loss would be much greater than $60.00!

Is this the training standard of PNC employee’s, to treat customer’s with no

respect, no care, no compassion or empathy? Jessica did not provide any

superior or even halfway decent customer support or service in this matter, nor

did anyone else I spoke with during this fiasco; with the exception of Patrick

S[redacted] Jessica R[redacted] was extremely rude, unprofessional and completely

ill-mannered. What kind of fraud specialist protocol was she following?

Jessica’s “specialist” tactics needs some serious refining and improvement. In

the end result of all this, PNC took $40.00 of the $41.00 out of the joint

account and credited it to my personal account. Leaving the joint account with

$1.00, then PNC also issued a $20.00 credit to my personal account to

compensate for their $60.00 mistake. I do not find this to be a suitable

resolution at all. This incident has been handled in the most careless way

possible! What kind of customer relations standards does PNC bank have?

Clearly, you all have none! PNC bank should have compensated the whole $60.00

to my personal account, leaving the $40.00 in the joint account untouched. That

would’ve been owning up to your mistake! THE PNC BANK CODE OF ETHICS:We conduct business with the highest ethical standards.We are honest and trustworthy.Honesty, integrity and fairness are some of the qualities that have marked the organizations and employees that have joined together to become PNC Bank.The PNC Bank code of ethics are nothing more than a

verbose, fictitious, sham of words strung together! If in fact PNC bank and its

employees are truly exemplifying these ethics, then they would have taken

ownership of their mistake “immediately”. Instead of trying to deflect the

mistake onto my sister as if it were her fault, and she were the one who caused

this mess. Deflecting ownership of the mistake does not display integrity,

honesty or high ethical standards. And let’s not even question PNC’s

“fairness”, the numerous times I was told to get the money back from my sister,

was just absolutely ludacris! Is that PNC’s definition of fairness? Again, I

nor my sister made this mistake. After banking with PNC for well over 30 years

I simply cannot express the amount of disappointment and dissatisfaction I have

with you all; in the way you have handled this matter, my personal account and

the way in which you have treated me as a loyal customer. I am extremely

displeased in PNC’s banking security; I feel that PNC has failed in providing

me with any sense of security for my personal finances that I have entrusted

with you all. This has by far been the worst customer service and banking

experience I have ever encountered, and something needs to be done to fix this.Desired Settlement: Full $60.00 refund from PNC Bank

Business

Response:

Good AfternoonPNC Bank, N.A. responded to [redacted] on February 8, 2016 and considers this matter addressed Thanks Lauren R[redacted]Executive Client Relations

Consumer

Response:

February 18, 2016 To: Revdex.com of Western Pennsylvania I did speak with Lauren R[redacted] on Feb 8th regarding this matter. I still feel like it wasn’t a big issue that my privacy & the security of my account was compromise. I got an apology and was ask what can they do to fix the matter. I really wanted my letter of concern to reach someone higher up in the corporate office as well and not just stop with Lauren. As a person in her position just didn’t feel a major concern. Yes I got the 60.00 back into my account but what about how it was handle……. So as far as I’m concerned the resolution just didn’t fit matter at hand. Sincerely [redacted]