PNC Financial Services Group, Inc.

Review: On Monday, I called PNC to issue a stop payment on three ACH payments. (I had made the mistake of putting the wrong date in automated bill pays.) I knew that this would overdraw my checking, and I was desperate for help. I called and the woman was very pleasant. (The best PNC representative I have ever spoken to.) I did wait 20 minutes to get her on the phone though. She told me that the three stop payments were no trouble at all. She explained that the payee names must be accurate. I understood and I gave her the best name I could. (They were store accounts that are owned by an outside bank.) She told me to call back and make sure that they names were correct on what I was seeing in the "pending" section of the online account information. I was thankful for all her help. The next day, I saw the correct names on my screen, so I promptly called PNC to make sure that everything was filled out correctly. I was put on hold for 24 minutes this time. The lady who answered the phone was somewhat short with me, but I quickly tod her that I was told to call back to make sure the names on the accounts were correct. She told me everything was fine. She was somewhat rude, but I was just happy everything was okay.Two days passed, and the stop payments were not issued. I called to inquire. I was put on hold this time for 22 minutes. I was told the names were incorrect so there was nothing that they could do. I reminded them that I called to make sure that the names were correct and they assured me that everything was fine. Basically, I got, "Sorry. I'm not sure why you were told that. There's nothing I can do." So, I was thinking that everything was fine. I assumed I would have that stop payment money in my account, so I paid other things and planned on that money. PNC was kind enough to issue almost $200.00 in fees. Talk about kicking someone when they're down. I am crying as I write this, because I am so sick of feeling helpless that such a company can be so quick to take.Desired Settlement: I know I won't get anything returned or anything really done to resolve the matter. I have been abused by PNC for too long to expect anything else. I just want to vent and hopefully someday, something can be done. I am thinking about making the move to my local credit union. All big companies are the same, but I can't stand the customer service of PNC anymore. I spent over an hour on the phone waiting for a company just to lie to me.

Business

Response:

The customer did not provide signed authorization to release information. We have respnded to the customer's concern in writing dated 030515. ASC 030515

Review: I purchased concert tickets for $136.55 from [redacted] last year December with my PNC debit card. I couldn't make the event, so I asked the merchant the refund. [redacted] processed the partial credit, not the whole amount, because they refunded the face value of the tickets only. So I got the $132 back on March 17. I thought PNC bank could do something for the difference, so I called them on March 21, and asked what they could do. The agent said I can start a dispute, but she accidentally processed the whole amount, not $4.55. So I talked with the supervisor named Amanda M[redacted] who worked in the Pittsburgh office, and she put a note that I wanted only $4.55, not $136.55 with that dispute. I saw the temporary credit of $136.55 on March 21, and it was reversed on March 22 in my PNC account. But the temporary credit of $4.55 never showed up. So I called PNC again on March 24, and asked what was going on. The agent said she would start a new dispute of $4.55 because the original one was closed. And I got the letter next week dated March 21 from PNC which said I need to send the Dispute Questionnaire to them to help the investigation. I contacted them again to make sure that the letter was about the first dispute and I don't need to send the questionnaire back. After waiting one more week, I got another letter dated March 30 which said the dispute was denied due to the 60-day time frame. So I called PNC to ask if this letter is about the first dispute, and they said both dispute were denied because they are after 60-day time frame. I just can't understand their service. If my dispute can't be processed, why did the agent, even Ms. Amanda help me start the dispute the first place? And why did they put the temporary credit $136.55 and send me the letter asking a Dispute Questionnaire? Both made me believe that the dispute would be processed. They should have told me that I couldn't dispute at all due to the time frame when I contacted them on March 21. They just made me wait three long weeks in vain.Desired Settlement: Put $4.55 credit to my account

Business

Response:

PNC Bank, N.A. responded to [redacted] on April 11, 2016, and considers this matter addressed.

Review: I opened my personal banking account through my employer (GXS) promotion through PNC that required minimum balance requirements of $2500 that avoids service fees on my account. I Maintained my minimum balance and did not get charged any fees. Later after few months or so, I started getting charged around April of 2015 $25 service fees on my account.

I made a call to customer service and found that minimum requirements was $5000 and not $2500 unlike what was told during opening the account. I request a dispute resolution for the charges but nothing was addressed by PNC back then. Customer service advised me to maintain $5000 minimum balance in my account totals to avoid any additional charges which I did via transferring funds through my other financial institution.

To my surprise, I noticed that I'm constantly being charged for $25 service fee though I was maintaining account total of $5000 as monthly minimum balance. Today I called customer service again and discovered that $5000 minimum balance requirement is for spend and reserve only so I requested the service rep to move my money from growth to reserve to avoid the service fees.

My complaint is about lack of providing accurate information that resulted in me getting charged for the unwanted service fees despite maintain the communicated minimum balances.

PNC through the employer enrollment process, did not provide enough and accurate information to the customers in explaining the account policies and changing the minimum balance requirements by not communicating those policies accurately in subsequent personal contact made through customer service representative.

I'm request a refund of $200 for all the service fees charged for the months that I maintained minimum account balances of $2500/$5000 in total of my accounts. I hope you find this as a reasonable request based on me maintaining my minimum balances as communicated to me during enrollment and beyond based on information provided to me by the customer service representative at PNC.

Thanks,Desired Settlement: I'm request a refund of $200 for all the service fees charged for the months that I maintained minimum account balances of $2500/$5000 in total of my accounts. I hope you find this as a reasonable request based on me maintaining my minimum balances as communicated to me during enrollment and beyond based on information provided to me by the customer service representative at PNC.

Thanks,

Business

Response:

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

addressed JME 12-9-15

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 bank credited me $150 of the charges which talked upto 6 months of disputed inappropriate charges as customer courtesy. PNC charged me fees for 10 months a total of $250. I agreed to forego 2 months and requested 8 months to be refunded however, the person who spoke to me explained he could not do more than 6 months.

Regards,

Review: PNC Bank sent a notification of fee changes to an incorrect address in February of 2013.Desired Settlement: Tolling of the time for the fee change so that I can opt out of the increase in fees. Ultiamtely, I would like to terminate my merchant account early due to deceptive business practices by PNC Bank and have the fees reimbursed from when they initially started.

Business

Response:

Please see attached response.

Review: In September I filed for bankruptcy and two weeks after I filed for bankruptcy [redacted] debited my PNC checking account for $85.10 and $285.00 for an auto loan that belongs to my sister. I notified [redacted] of this error and they stated that I needed to speak with my bank which happens to be PNC to receive a refund because of my pending bankruptcy case. I have called PNC over a dozen times to refund my account and they refuse to do so. I sent a copy of my bankruptcy forms proving that I filed, I also sent them a copy of the unauthorized ACH affidavit stating that I did not authorize capital one auto to debit my account and they refuse to give me my money back.They refunded the $85.10 ACH debit but they refuse to refund me my $285 even after I sent them my bankruptcy paperwork and my lawyer sent them a letter as well requesting that they issue a refund per the bankruptcy laws in my state. After I filed for bankruptcy [redacted] was not legally permitted to debit my account any further especially for a transaction I did not authorize. I have never received such poor service from a financial institution their customer service is horrible and I no longer wish to conduct business with this bank.Desired Settlement: Refund me $285 for the unauthorized ACH withdrawal on my account.

Business

Response:

This letter is written in response to your correspondence regarding Ms.[redacted]. PNC Bank spoke directly with Ms. [redacted] on November 19, 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.

Sincerely,

Officer / Customer Relations Manager

<st1:place w:st="on"><st1:PlaceName w:st="on">Executive <st1:PlaceName w:st="on">Resolution <st1:PlaceType w:st="on">Center

Review: have been a PNC bank customer since 2006. In December 2013 I was given a virtual wallet account and told this could benefit me due to my high interest checking balance. I was told that due to my interest checking account performance balance and the regular use of my debit/check card/ that the virtual wallet account could act as a savings account and reward me. After explanation, I chose this option. I originally was told that this virtual wallet account would be added on to my interest checking account so the account would be the same account number and have the same card number etc. However, in May 2014 I lost my debit card and was informed that this virtual wallet account had a separate account/ debit card number and the PNC representative at the time advised me to transfer funds from my interest checking account to my virtual wallet account to save me the trouble of going to the bank to withdrawing cash while waiting for a replacement debit card. I did as advised, however I am unsure if I ever used this virtual wallet debit card as I told her I never knew it was any different than my debit card. In October 2014 I received a mailed PNC statement indicating that my account was overdrawn -25.00. I checked my PNC online statement and saw the account balance of my checking account to be fine. I then looked and saw a separate line for the virtual wallet account which showed -25.00. I transferred 25.00 from my interest checking account to the virtual wallet account thinking the account needed 25.00 to remain active, as originally that was the amount I had agreed to transfer into such account. However the following month ( November)- I received yet another notice indicating another negative 25.00 balance, which prompted me to go to PNC bank website and investigate this virtual wallet add on further. I discovered that this account that was sold to me was a stand-alone account- otherwise not linked to my interest checking account- therefore not benefiting me at all. I also discovered that the stand alone account was charging me 25.00 monthly starting 4/2014. Up untill October I had funds in the account so I did not know I was being charged. I went to a PNC branch on 12/4/2014. The account confusion was explained to me. I was told to come back the following week when a branch manager was present. I went into the branch ( today) and spoke with the manager. The manager pulled up my account and reviewed my documents. The manager stated that the virtual wallet account did not have a signature on-file and said " online", so it made it appear as if I opened the account online. The manager informed me that she would submit a complaint on my behalf but there was nothing she could do. The branch refunded October and November 25.00 charges, but stated they could not go beyond a 3 month window. I have always carried a balance in my interest checking account and utilized my debit card beyond performance criteria. I find it unacceptable and dishonest that PNC bank does not have policy and protocols in place to disallow established customers from incidences such as this from occurring. Despite the customer service representative error on setting up the virtual wallet account, how is it permitted to charge an existing customer fees whom otherwise meets criteria for a reward account. This is not acceptable, and I am demanding a refund as soon as possible.Desired Settlement: I was charged service charge fees in 2014 months- April, May, June, July, Aug, Sep, Oct, and Nov. The fees for Oct, and Nov- were refunded to my account by the branch- however I am told the branch cannot refund anything past three months.

Business

Response:

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

Review: I have contacted PNC multiple times about their incorrect NSF fees. Multiple times my account has been charged a NSF fee when the account was in good standing. Deposits coming in on the same day that money is going out, they charge fees, even though the account was never in the negative. Charging a fee when the account is in the positive that will cause the account to be negative. Their practices are completely unethical.Desired Settlement: I would like the 4 fees (that I've counted) when this has happened to be refunded. I would also like them to change their unethical practices so that this does not happen to other clients.

Business

Response:

PNC Bank is in contact with Ms. [redacted] and providing a response to the complaint.

Review: I signed up for a credit card with my husband present. We were told the credit card would be interest free for 12-18 months. I started getting charged interest as soon as I used the card. I spoke with a PNC worker via phone whom told me I was wrong about the card. My husband would not have encouraged me to open up a credit card if he knew there would be interest charges involved. I then went back to the branch and spoke with a worker there who said the issue would be resolved or attempted to be resolved in a few business days. After 2 weeks with NO response I again called PNC via phone to see why the issue was not addressed. Upon requesting speaking to a manager I was spoken to in an ignorant manor then passed along to different representatives. I was then transferred to a new represented who again promised to help bnrig a resolution to the situation. This PNC worker stated she would call back in 3 business days. After a week of no responses I had to call her direct number again, leaving a message inquiring why no one had been in contact with me when the 3 business days had been long gone. This worker did not even have the decency to return my call. When I called her the next day she had conveniately went on a vacation but again had not called to speak with me about this situation. I then had to make another phone call to PNC to finally close the account completely. I have all the while continued to receive interest charges each month and have had no resolution or explanation as to why this has happened and why it continues.Desired Settlement: Refund of all interest charges that were charged to my card.

Business

Response:

To Whom It May Concern:PNC Bank, N.A. responded to [redacted] on February 26, 2016, and considers this matter addressed.Sincerely, Andrea C[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.

Review: I received 2 separate solicitation emails to participate in an incentive program to earn $200 by adding to my Growth savings account. The first was received in April 2014 and required me to add $20,000 to my growth account, which I did and earned $200. The second came in July 2014 and offered another $200 to increase my growth account to $45,000. I did this but did not earn the $200. After much back and forth with the bank, I was told that they only honor one $200 reward per year. Nowhere in the emails does it say such a thing. I fully complied with all the conditions of the email offer and expect to be compensated with $200.Desired Settlement: I would like the $200 reward for the 2nd email solicitation / program honored.

Business

Response:

February 6. 2015Dear Ms. [redacted]PNC has worked directly with the customer to resolve his concern.Please feel free to contact me directly if you have any questions regarding this matter.Sincerely,[redacted]OfficerExecutive Client RelationsEnterprise Escalation Group

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 September 29, 2014 I went into the branch to close my account. At the time it was negative fifty cents ($0.50)so I paid this balance. The teller then told me that it would not post where he can close my account until midnight, but assured me that it would be closed first thing the next morning. I am still currently receiving statements from PNC although this account should have been closed completely on September 30, 2014. They now have me owing a balance. Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund I would like for the fees to be refunded and this account closed per my request on 9/29/2014.

Business

Response:

To Whom It May Concern:

PNC Bank did not receive written third party authorization to allow us to discuss this matter. We have responded directly to our client.

-

Officer

Executive Client Relations

PNC Bank

Consumer

Response:

Review: Hi,

We appreciate Revdex.com's help in this issue.

Our business opened a bank account with PNC over 1.5 years ago. We needed an online credit card process service to take website orders. PNC sales associate Damienne A[redacted] called us to offer services. We agreed upon terms of service that would fit our website order system. Immediately, we realized Damienne sold us services that do not work with online sales, we called and emailed PNC. We were told to talk to Damienne, but we didn't get any responses, and were told nothing could be done. In the meantime, we were charged $100s of dollars in service fees, and cancellation fees for services that could not be activated and never used.

Our outreach to PNC has thus far been unsuccessful. We would really appreciate help.Desired Settlement: We would really appreciate a full refund for unused credit card processing services.

Business

Response:

October 5, 2015PNC Bank, NA responded to [redacted] on September 28 and October 2, 2015, and considers this matter addressed.Thank you,ACBPNC Bank

Review: I payed off and closed a credit card with PNC in June 2015. This credit card was opened by my mother, but there was a card also issued in my name.

In September of 2015 , PNC notified me that the account had been overpaid and that they owed me a balance of $171.27. PNC supposedly mailed me a check, when I never received it I followed up with them and they said that the check had been returned and that they would cancel it and cut me a new check. In November, I still hadn't received a check, after calling multiple times and confirming that they had the correct address. I called again in early December ( by now this was my 7+ call to find out why the check had not arrived). I spoke with a representative who said that he was going to investigate what was going on and call me back. I haven't heard back and I have called twice to follow up, leaving detailed messages each time.Desired Settlement: I would like Revdex.com to intervene and have a check sent to me for the outstanding amount

Business

Response:

PNC responded to Ms. [redacted] on February 8, 2016 and answered her question. The issue is resolved.

Review: PNC applied two overdraft fees to an account that was over drawn only one time. on Aug 26th 2015 I had a total of roughly 16.00$ in my account. I made an atm withdrawal at about 7:30am for 6$, witch would leave roughly +10$ in my account. later that afternoon another purchase was made for 40$ witch overdrew my account by roughly 30$. When I checked my account on the 27th I was overdrawn by 40$ plus the 36$ fee for a total of 76$ witch I was fine with as it was my mistake of overdrawing my account by 40$. The issue that I have is with another 36$ fee that was applied on 2015/08/28. After calling PNC it was explained that even though there was enough money in my account to cover the 6$ ATM withdrawal, I will still be hit with a fee for withdrawing the 6$.Desired Settlement: Remove the 36$ overdraft fee that occurred 2015/08/28.

Business

Response:

PNC Bank, N.A. responded to Mr. [redacted] on September 11, 2015, and considers this matter addressed

Review: Per the history of the file below I have 3rd Party Authorization to negotiate a Short Sale with PNC on behalf of the homeowners. I have been working with [redacted], Loss Mitigation Dept since 02/20/14. Per my conversation with [redacted] 04/02/14 she confirmed receipt of docs, apologized for the delay (she was out sick) and advised the file was in review pending decision. Since that time I left numerous voice mails and faxed numerous requests for status of SS Approval. I was finally able to speak to her on 04/23/14 however she advised the file was closed because Mortgagors should have called and requested a Short Sale Package and it would have been mailed to them (which makes no sense because she already confirmed she received it 04/02/14) I reminded her of our conversation on 04/02/14 and she said she recalled it and saw it in her notes, however at that time she THOUGHT? everything looked fine but as of today she realized correct protocall was not followed & there is nothing she can do. I requested to speak with a supervisor but was advised she is the only one who can handle the file. Which obviously doesn't help because I just wasted 2 months to get back to the beginning. She advised an SS Packet would be mailed to Mortgagors and we could start over (odd because I thought the Homeowners had to call & request it be mailed to them??) We have met the terms for Approval with the 1st lienholder PNC (different division) however in order for them to submit to the Investor for Approval Letter to be issued we must provide 2nd Lien PNC Approval. Any assistance you can provide is greatly appreciated.Desired Settlement: SHORT SALE APPROVAL

Business

Response:

To Whom It May Concern,

PNC Bank, National Association ("PNC") received the complaint from Ms. [redacted] on April 29, 2014. A conference call was held on May 15, 2104 with Ms. [redacted], a supervisor in our Short Sale Department, and myself. During this conversation, we discussed what documents were required to move forward in the Short Sale process. We have received the documents and have been in communication with Ms. [redacted] to advise this issue is currently under review and will notify her once resolved.

Sincerely,

[redacted]Executive Client Relations

PNC

Review: I have filed complaints before regarding the charging of overdraft fees by this bank. I really wish an investigation into their practices would occur. I made an ATM deposit on Saturday, January 16th to cover upcoming bills. To their advantage, as they always do, they did not credit by deposit until WEDNESDAY January 20th. This allowed them to somehow charge me a $36.00 overdraft fee although my ledger NEVER showed my account going into a negative balance. I am so disgusted that this is at least the 4th time they have done this to me.Desired Settlement: Refund my $36.00 fee.

Business

Response:

PNC Bank, N.A. responded to Ms. [redacted] on January 28, 2016, and considers this matter addressed.

Consumer

Response:

Review: PNC Bank charged me $88 worth of fees on a statement savings account, even though I had a large amount in my checking account. They don't do a good job of informing the customer that they are being charged a service fee each month as they change their minimum balance rules. This rule change was in effect around November 2010 when they started charging me $4/month. Other companies, like [redacted]l, will charge you fees but warn you after two times that you may be unaware that you are doing something to incur the fees. I believe PNC Bank had no intention of warning me about the fee but would be content that they clean out my bank account. Maybe they don't think I am a good customer in spite of being one since 1986 though two ownership changes. Under [redacted] I was changed nearly $200 before I was aware of what was going on. Is this the way banks make money by charging hidden fees to their best customers?? They did refund me $20 of the $88 of fees, but that is not enough.Desired Settlement: DesiredSettlementID: Refund Refund the remaining $66 worth of fees incurred since November 2010.

Business

Response:

October 3, 2013

This letter is written in response to your correspondence regarding Mr. [redacted]. PNC Bank has responded to Mr. [redacted], by phone on October 3, 2013, addressing the concerns expressed in Revdex.com Case #[redacted]. Revdex.com did not provide a signed authorization form with the Revdex.com Customer Complaint.

Sincerely,

Executive Client Relations/Officer

Review: I worked for [redacted] but was let go 18 months ago. During this time I had a Corporation Credit Card through PNC Bank. This was always used for Corporate expenses only and was under the corporation name. The bills for this card were always sent to [redacted] at [redacted]. This card application for me and my co-workers were signed by [redacted] as the President of [redacted]. The company has now shut down. PNC continues to harass me with collection calls through [redacted]. They want me to pay for the corporate card balance. I have never been responsible for this card as it was a corporate card. PNC has never contacted me by mail or phone regarding this balance. I have called PNC and was told that they would end the harassment, but they continue to insult me and harass me.Desired Settlement: A letter from PNC stating that I am not responsible for this debt and the ceasing of harassment by [redacted]. I believe an apology for the emotional stress they have put me through would be appropriate.

Business

Response:

To Whom It May Concern,

We did not receive third party authorization allowing us to discuss this issue with the Revdex.com. We have contacted our client and resolved this issue directly with the client.

[redacted]Executive Client Relations, AVP

Review: In April/2014 I was contacted by PNC Bank in reference to a check that they show that was deposited into my account in 2012. The check showed that it was deposited, money was wired out, and withdrawn from a ATM. What alarmed the bank was the signature didn't match my signature so they called me. I contacted the Attorney Generals Office after I checked my credit report and found a mortgage on my Credit Report. The Attorney General's Office told me to call PNC to get a copy of the package because I need to file a police report, and bring the information to theirk office. I have gone into the branch 3 times, and was told that they mailed the package to me, and to date I still haven't received the package. I need your assistance. My checking account number is[redacted]. PLEASE HELP ME! I'M A 24YEAR OLD COLLEGE STUDENT AND MY IDENTITY HAS BEEN STOLEN!Desired Settlement: PLEASE SEND ME OUT ANOTHER PACKAGE, BECAUSE I NEVER RECEIVED THE FIRST PACKAGE! CLOSE MY ACCOUNT

Business

Response:

no authorization on file. working directly with client.

Consumer

Response:

I know in their response that their working with me, but their not! They've closed by account, but they still haven't sent me the information I need to take to the police to have this investigated. I spoke with the Attorney General's Office and they state I need the information from PNC, and take it to the police department to get a report number, so they can start their investigation. PLEASE ASK THEM TO SEND ME THE INFORMATION ON THIS CHECK THEIR STATING I DEPOSITED AND WITHDREW THE MONEY, OR SEND ME A LETTER STATING THAT I AM NOT RESPONSIBLE FOR THIS MONEY THAT THEY ARE PURSUING FROM ME!

Business

Response:

The name on the email from the customer does not match the name on the compliant.

thank you

8-21-2014

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.

This company is playing games. Their saying the information doesn't match! ALL THEY NEED TO BE CONCERNED ABOUT IS GETTING ME THE PACKAGE I NEED TO TAKE TO THE POLICE DEPARTMENT BECAUSE MY IDENTITY HAS BEEN STOLEN. ALSO, PNC HAS INTERCEPTED TWO OF MY PAYROLL CHECKS AFTER THEY LIED TO ME AND TOLD ME THAT THE ACCOUNT HAS BEEN CLOSED AND THE CHECKS WHERE REVERSED.

Regards,

Business

Response:

The complaint was resolved on 10-16-2014 No authorization on file for the Revdex.com.

Assistant Vice President

Executive Client Relations

Enterprise Escalation Group

Consumer

Response:

Review: We began the process of applying for a loan to refinance our home in March 2015 at the [redacted] office. We promptly provided all requested documents and information, and it should be noted that our credit scores were not a problem. The bank quickly pulled our credit report and we believed our application to be in the approval process when we received the first of two letters stating that our application was denied due to an incomplete application. We contacted our loan officer, who told us not to worry about this and to disregard the notice. We continued to wait and wait and wait, with many phone calls and check ins, where we were reassured that everything was in the approval process and we just needed to be patient. During that time, PNC Bank pulled our credit report two more times, resulting in a total of 3 hard hits to our credit. As part of the process, we paid $500 out of pocket for a home appraisal. The appraisal was finally completed in June, but the appraisal company, which was hired by the bank,and placed an incredibly low value on our home. We contacted our loan officer who agreed with us and promised to file an appeal with the appraisal company to use different comps and reevaluate. I spoke with a representative from the appraisal company who told me they could do this in just a day or two once the official request was received from the bank. The bank told us this request was followed, yet by July 10, the appraisal company had not received any such request from the bank. We pulled our application for the loan and went to another bank, but I spoke with many representatives from PNC to request a refund of the $500 fee. On July 15, 2015 I received a phone call from the [redacted] office informing me that I would be issued a refund, and it should take about a week and arrive in the form as a check in the mail. It is now August 14 and no refund has been received. I spoke with a representative in ** who promised to check on this and get back to me, but never did.Desired Settlement: We would like the $500 appraisal fee to be refunded, as we were promised.

Business

Response:

August 26, 2015Dear Ms. [redacted],PNC Bank, N.A. responded to Ms. [redacted] on August 25, 2015, and considers this matter addressed.Sincerely,Lisa M[redacted]OfficerExecutive Client Relations

Review: Hello.. I am a customer of PNC since 2009. I had an account in [redacted] Bank in 2009. I opened the account as free checking to be avoid of all interest and service charge. And also I got a credit card from [redacted] with limit of $ 1,000 . After PNC bought [redacted], first they decreased my credit limit to $500, which is not common. I said OK. And I was using the account rarely to save money. That is why I do not go into account and check the balance frequently. On September 13,2014 Saturday night I realized two deduction $7 of each on my account on the dates 7/15 and 8/14, 2014. Then I tried to call and ask immediately, but it was not working hours. Then I called them next day and asked the reason for deduction. The consultant told me that they switch my account to [redacted] Checking account and it has a fee per month which is $7. He told me that they informed me about this. I have not been informed about that, neither phone call and letter. And he said there is one more deduction next day. Then I decided to cancel all accounts on September 14,2014 Sunday and requested from consultant. He said OK.Today just to see is it closed or not I wanted to try my username and password. It worked and I saw my account has been overdrawn because of the fee for the month of September. I called them again and explained all the story, she put me hold,the consultant, more than 5 mins. I hang off the phone, because of business of my work. Now (while I was typing this)I see that they refunded $7 back and account is not overdrawn anymore.As a summary, They deduct my $14 of mine for nothing.Thanks for your time.Desired Settlement: Refund of $14, that they deduct for nothing.

Business

Response:

Please allow me to respond to your complaint filed on September 18, 2014 with the Revdex.com of Western Pennsylvania (“Revdex.com”) regarding changes to your PNC Bank, National Association (“PNC") Free Checking Account ending in [redacted]“Account”). I appreciate the opportunity to address your concerns.

As disclosed in PNC’s Account Agreement for Personal Checking, Savings and Money Market Accounts (“Account Agreement”) we reserve the right to amend the Agreement (including the right to convert your Account from one product to another) and our Consumer Schedule of Service Charges and Fees (including the right to change charges, fees, and the manner in which we calculate and/or credit interest), from time to time. For your reference, an additional copy of the Account Agreement and the Consumer Schedule of Service Charges and Fees were sent to you under separate cover.

PNC discontinued the sale of the Free Checking account on August 18, 2013 and existing Free Checking accounts became Standard Checking accounts in June 2014. Customers were notified of the changes by statement messages. Enclosed are statement copies for the periods dated May 15, 2013 through June 14, 2013 and March 15, 2014 through April 14, 2014 that disclosed the changes. This statement message also included ways to avoid the Monthly Service Charge.

My review of your Account history indicates the Monthly Service Charges (shown on your statement as “Calculated Service Charge”) were assessed appropriately in July, August, and September 2014. It is PNC’s practice to refund any fee assessed as the result of a bank error; however, PNC is sympathetic to your concerns. On September 18, 2014, PNC refunded the $7.00 Monthly Service Charge assessed on September 15, 2014 as a courtesy. Additionally, enclosed is an Official Check in the amount of $14.00 as refund for the $7.00 Monthly Service Charges assessed in July and August 2014. On September 19, 2014, your Account was closed with a zero balance, per your request.

On behalf of PNC, I apologize for any inconvenience you may have experienced with this matter. Thank you for allowing me to clarify our position. If you have any additional questions or if you would like to discuss the methods to avoid the assessment of the Monthly Service Charge, please call me toll-free at 877-762-5555, extension 269-544-3959. I am available Monday through Friday from 8:00 AM to 4:30 PM, Eastern Standard Time.

Sincerely,

Lisa Matlis

Executive Client Relations Officer Enterprise Escalation Group

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.