PNC Financial Services Group, Inc.

Review: We are new clients to PNC bank. [redacted] visited my husbands work place about 2 months ago and was advised we were qualified for $200 credit if we signed up for Virtual wallet. Initially we were advised to cancel our current savings and checking but I stated that was not happening. [redacted] called me later that evening to explain that she needed to add virtual wallet to our account to get our $200. I advised her that we do not even use virtual wallet and do not have a need for an additional account. She added it anyway and advised that all I needed was to go through 2 direct deposits and 1 bill pay then we would get our $200. It takes some "time" to process this request. Ok, well its been this amount of "time". I have been communicating with our original banker [redacted] and told her we were still waiting for our $200 credit. Joan stated she could not help but she would find out who processes these requests and have them call me. 3 weeks later, I received an email asking me to call her. SO I called her and she was extremely abrupt, short and just told me to be patient and my $200 should be there soon. It would be nice to have a set date and time. I would like to get an exact date on when I will receive my $Desired Settlement: I would like my $200 deposited into my account before the end of the week or I am cancelling my entire PNC account and going to [redacted].

Business

Response:

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

Review: My complaint pertains to my checking account and episodes of misinformation and a general lack of knowledge or assistance from PNC over the past 8 months and concluding with a surprise $686.36 fee on my account. Because the experience has occurred over such a long time, and has been so pervasive, it requires a detailed explanation.

I have been a PNC customer since 2008. In early 2015 I went into the branch office on Maple Road in [redacted], Michigan to discuss a subsequent, temporary move to London, England. I discussed with the officer there my needs to access money when I arrive in London as I would need to rent an apartment for a few months. I was told about the “Performance Select” checking account and its great international capabilities. I was assured that I could have unlimited ATM access worldwide without fees and ‘as long as you have internet banking, transferring money with this account will be easy’.

In May 2015 I went into the same branch to ask about a short business trip to Paris. I was again assured that with my account, I would easily be able to transfer and wire money. I was again told that this account would do everything I needed it to do. I was never asked to fill out any additional paperwork or forms, the branch knew that I intended to go to Paris and a month later London and would need to transfer a significant amount of money.

Because of the reassurances we had received about the international capabilities of this checking account, in June 2015 my wife and I deposited all of the income from our home closing in Michigan into this checking account, approximately $40,000.

In August 2015, I called PNC customer service to tell them that I was leaving for the UK in one week. I explained that I would be gone for about a year. I discussed the account with the man on the phone who said that I would have no problem either transferring my PNC money into my new UK bank account, or wiring money from my PNC account. In fact, we had such a detailed conversation that he said, ‘the only thing you really need to do is get a new PNC bank card with a chip, because they use chip cards in Europe’. For the third time it was well understood that I would need to transfer or wire money from my account when I arrived in London.

On Monday August 10, 2015 I arrived in London and attempted to secure an apartment. I needed to make a small down payment (roughly $2,000). I looked online to try and transfer funds, but there was no way to do this. My wife called on this day from the US, to inquire about the dilemma. She was told that I would not be able to wire money (no explanation given) but that “if you use your debit card, there will be no fee.” I did not end up using the debit card that day because I had enough means to pay for the $2,000 otherwise.

After the down payment for the apartment, I then needed to pay six months of rent, the large sum of money I had been expecting to pay. This is the sum of money I had discussed with multiple PNC officers over the past 8 months. On Tuesday, August 18, 2015 I began the process to pay this bill. The total bill was approximately $22,000. I had set up a bank account in the UK, specifically in time to transfer money from my PNC account and make a final payment on the apartment before moving my wife and three children to London.

I was nervous that I can not find anywhere online to transfer funds and that we were told the transfer couldn’t happen on the initial down payment. To calm my uneasiness, I sent a secured message through my online account and received a reply on August 18th stating that the wire services “may be able to have you fill out paperwork in order to do a telephone wire from abroad” and suggested I ‘chat’ with someone if I had any questions. On this Thursday evening I had a long ‘chat’ online with one of the PNC associates. It is explained directly to me that my account gives free domestic wire transfers, but that there “will be a $30 fee for a foreign wire.” I explained that this fee would be fine. I was given the number to the ‘wire’ office to call in the morning when I went to the bank. I went to bed reassured that the next day I would be able to make the transfer.

Wednesday August 19, 2015: When the time came to make the wire, I called the number I was given. I was calling from a phone in the UK to a US number. I waited on hold for 15 minutes without any response and had to go back to work. I then called back and, after getting through, was immediately told that I was not entitled to a foreign wire transfer because I was not the US. I was told that there was no way for me to transfer my money to the UK. This was the first time in eight months that anyone had said there would be a problem making a transfer.

I was sitting in a foreign country with a wife and three children without a place to live and no way to access my own money: this, after having been assured for nearly 1 year that the account would be perfect for this situation. After I was informed that I could not make a wire, I explained the dire situation and I was transferred to 8 different departments and was on the phone for over an hour, this is all documented.

After nearly an hour, the best option your company could come up with was to overnight me a cashiers check. However, when the operator saw that my address was still listed as a US address, they said they couldn’t even do this. I explained that the NEW ADDRESS was precisely the reason I needed the money, but to no avail. Finally, one department agreed that if we increased my debit limit on my bank card to $25,000, then we would be able to make the transfer without issues. For a second time it was assured me that this would go smoothly and there would be no fees for debited charges. I was transferred to the card department and they increased my limit. I went from that conversation to the letting agency and made the debit. This worked fine, and the money was transferred within 3 days.

To my incredible surprise, I received an email on Saturday, August 22, 2015 that informed me that a large foreign transaction fee had been marked against my PNC checking account. A total of $686.36.

On Tuesday, August 25, 2015 I called your customer service, again calling from the UK. I was transferred to some agency and waited on hold for 45 minutes. Again, this is all documented. I was put into contact with a Ryan whose phone numbers I have. I told him this story and was then on hold for another 25 minutes. He told me he would look into the account. He assured me that he would call me back. When I told him that I was in the UK, he continued to reassure me he would call me back on my UK number.

Today is two weeks after that conversation. I have heard nothing from “Ryan” and the fee is still in place on my account. Two days ago I sent another message through my online PNC account detailing my complaints. I finally received a reply today that states “your contract states that there is a charge for wire transfers.”

Are you kidding me? For WIRE transfers? You mean the thing that I had planned on doing for 8 months and was told once I arrived in the UK I could never complete with my account? Does anyone in this company have any idea what is going on? The official response from this company was that my contract says there is a fee for wire transfers. Trust me, I would have LOVED to pay a fee for a wire transfer. Even now, no one in the PNC organization has any idea what is going on in their own company. It is as if they have never experienced a customer who went abroad, yet they profess that their product is perfect for this situation.Desired Settlement: Given that I have spent countless time and money to correct eight months worth of PNC's mistakes, I should ask for far more than this, but all I want is a refund of the $686.36 that PNC stole from my checking account on August 22, 2015.

Business

Response:

PNC Bank, N.A. responded to Mr [redacted] on 11-3-2015, and considers this matter addressed.

Review: My checking account was put into the negative with 3 transactions TOTALLING $30.73 on 2/24/16. On 2/25/2016 I was charged $36 overdraft fee per charge, totalling $108.00 making the negative balance $138.73. On the SAME day my direct deposit check of over $800 went into the account. So on the same day my deposit is going in, i'm hit with 3 overdraft fees triple what my account was in the negative in the first place! The transactions were $5.70, $7.95 and $17.75. So i'm being charged $36.00 per transaction. Thats more than triple in 2 of 3 transactions and double in the last transaction?! I called PNC online and spoke to two different representatives. I just wanted the overdraft fees removed. I was told theres nothing they can do. This is how we treat our wounded veterans? Theres nothing you can do for me? I was charged $108 worth of overdraft fees on the SAME day that my $813 check is going into the bank? How is that fair? How does that make sense? It doesn't.Desired Settlement: I would just like 1 or more of the overdraft fees refunded into my account. I have 5 month old twins and 2 older children. $108 might not seem like a lot to banks or financial institutions but to working class medically retired veterans, its a huge hit to the gut.

Business

Response:

PNC Bank, N.A. responded to [redacted] on March 2, 2016, 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: We opened three business accounts and 2 personal accounts as PNC ppromised us no minimum balance requirement on ant of accounts. One of the business checking account PNC hold money from coming in for 7 business days after the other bank released funds resulting bounced check, so I was in branch to straighten this issue and I discoverer ed that PNC is charging us $14 a month for our no minimum balance required accounts. So I asked manager about and he said 'pnc has changed its policy as of august 2014 and I should know about it'. WHAT AN reductions explanation? So he promised me that he will talk with his manager and give me credit. As of thithis writing I have not heard anything.Desired Settlement: Provide refund for all fradulant fees charged. And our accounts should remain free without any minimum balance requirement per our opening agreement.

Business

Response:

We have contacted this customer and resolved his complaint. The issue is resolved.[redacted]Executive Client Relations

Review: Upon planning a trip to Europe, I went to a PNC Bank in Person. I inquired how much it would cost to exchange $750 US Dollars into Euroes. The teller told me along with 3 other locations that there were no fees and it would be free to exchange my money, they just use the current exchange rate for the day. I specifically asked, So I essentially can exchange back and forth between money and I would have the same amount at the end. She said, Yes. This ultimately cost $46 to do this and additional $27 to change my remaining money back once returning. Upon complaining multiple times, a representative finally told me that PNC uses the current exchange rate with an additional fees added in. Making it in fact not the current exchange rate, but a PNC negotiated exchange rate. Yet, call any PNC bank and tell them you have a performance checking account and ask them how much it will cost to exchange and they will advertise the current exchange rate. When asking another bank (discover), they say the same thing and actually charge the current exchange rate.Desired Settlement: ~$73.00 The $46 it cost me to exchange it to Euroes and the $27 it cost to change my remaining money back.

Business

Response:

10/25/13, issue resolved, communicated to customer. Thank you.

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 been an account holder at PNC Bank since 1994. Until recently I had been using the PNC Points [redacted] signature cards and used it for all my payments in order to collect reward points. I have been making regular payments in full for this card. I collected a lot of reward points on this card and had not redeemed any of my points yet. For the last 3 months I was out of country and for various reasons I could not make a timely payment. But I made a payment in full this month and the card was till listed in my online account. But suddenly the card was not visible and it was declined every time I wanted to use. When I called PNC, I was told that the card was terminated because of non payment. I was never informed of PNC's intentions and I was never sent a warning email notification (I have selected paperless online statement because of ease of information access as I travel a lot). PNC took the full money for the card payment and they also took away all the reward points I had accumulated on my card. They should have applied the money equivalent to the reward points towards the outstanding balance on the card instead of deleting my points. I called and talked to all the concerned persons but they refuse to help me in any manner but keep repeating that I can apply for another card! I want PNC to return my money against the reward points or return equivalent money from the amount of $157.75 I paid towards the full card balance.Desired Settlement: I want PNC to return my money against the reward points or return equivalent money from the amount of $157.75 I paid towards the full card balance.

Business

Response:

PNC Bank, N.A. responded to [redacted] on May 13, 2015 and considers this matter addressed.

[redacted] - 5/27/15

Consumer

Response:

The business (PNC Bank) contacted me by phone and merely repeated what they had initially told me that they have cancelled my card, my reward points but accepted my outstanding payment in full and that I will have to apply for a new card. They simply repeated that they can not reactivate my card or reinstate my reward points.In my opinion, the bank should have put my card on hold until full payment instead of cancelling it. If they had to cancel then in order for me to get the benefit of my reward points, they should have applied the equivalent amount of cash against my accumulated reward points and asked me to pay the remaining balance. This is the bank I am having my account with for last 21 years!!! I feel cheated by the bank because they have taken away my hard earned money from me. I want my money to be returned to me and will not accept anything less than that.

Regards,

Review: PNC holds my charges and does not post them chronologically in order to charge me more overdraft fees. Their reporting system is purposely deceiving in order to accomplish this.

They have done this to me a few times. I've talked to support for quite a while with no resolution. The previous time (not the first, but the one I am filing for) was for $144 more than I should have been charged. This has happened again recently.

I have a chat log with their customer support where we discuss the issue, as well as my monthly statement that was sent to me on `11/16 before overdrafting my account.

The statement shows the 5 charges in question coming out of my account on 11/16 and a positive balance of 12.62. The account was overdrafted later that evening via a PNC atm. I was then charged overdraft fees for all of the previous charges that were taken out of my account already in the official statement.

More recently - I overdrafted on 12/24 I had $70.94 available to me. I spent $89 at the grocery store, and then overdrafted $100 more. That should be two overdraft charges. They then added a ton of charges from purchases that were made previously with a positive balance.Desired Settlement: I would like PNC to refund overdraft charges that are the cause of holding charges until after overdrafts.

Business

Response:

January 29, 2016 “PNC Bank, N.A. responded to [redacted] on January 29, 2016, and considers this matter addressed” Thank you,CJ

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: This is a copy of the email I sent Mr. [redacted], CEO and have received no response:Dear Mr. [redacted],I opened a Free Checking account with [redacted] a couple of years ago when I was migrating away from [redacted] Bank, which purchased my bank, [redacted]. I was very pleased with [redacted]; however, I do not have this sentiment of PNC. I did not ask to bank with PNC and am unhappy with recent events.I was approved for an overdraft amount of $750 and when I overdrafted my account in March of this year, I asked to have that approval removed. Mainly because I travel the United States frequently for work and there are not locations in every city making it impossible for me to make deposits, transfers, etc. Secondly, an overdraft with PNC is charged daily and while I am traveling, this becomes quite expensive, of which I was completely unaware of this policy with PNB. Thirdly, I was receiving an incoming wire in May of this year. I was in FL where the nearest branch was 60 miles away. I phoned your toll free number to ensure I would not be charged for an incoming wire and I was told that I could receive one wire per month at no charge. I was charged $15. I asked for this to be reversed and have been told, "No."I overdrafted this account in June and again with traveling, my account was charged substantially on your daily charges. I asked a banker in Atlanta ([redacted]) to reverse this. He said that he would call me back. He did not. In fact no one called me and I had to follow up at the branch a second time. I let him know that I had to leave town again and I never received a follow up call from him or your Central Banking Center. Further, the Branch Manager told me she had no authority to reverse this. I have never banked with a bank whose Branch Manager did not have authority to help its customers. I am accustomed to a small town banking relationship. I do not feel I have this with PNC. I am requesting that you oversee the reversal of these charges and since it appears PNC is not the bank for me due to where I travel, I will then close the account. I have attached an overdraft letter and a snapshot of my account. Since I requested my account not have an overdraft approval and I never received a return phone call, I cannot continue to have your daily charges accrue or the stress associated with losing so much in a very difficult economy. I am presently underemployed and every penny I desperately need. I so hope that you understand and will reverse this asap. To date the overdraft fees are $106 and the incoming wire was $15. I have changed my direct deposits from PNC to another bank at this time. Please credit my account $121 and I will request my balance of $78.78, which I need as quickly as possible.Incidentally, [redacted] does not charge me for any wires nor do they charge a daily overdraft. Thank you for reversing this and assisting me in closing this account.Desired Settlement: DesiredSettlementID: Refund I am requesting a credit of the incoming wire, of which I was told I would not be charged. This is $15. Because I specifically requested Mar of 2013 to not have my account approved for overdrafts due to the limited number of branches where I travel and this was not honored, I am requesting the overdraft charges of $106 be credited.That will leave a balance due to me of $78.78. I will close the account. This balance is simply due to a direct deposit, which has already

Business

Response:

Executive Client Relations for PNC Bank, National Association, received your issue for review and response.

With the conclusion of this letter, we consider the issue to be addressed. As a courtesy, PNC has refunded ten continuous overdraft fees for a total of $70.00, and one overdraft fee in the amount of $36.00. The refunds will be reflected on your next monthly statement. While we appreciate the concern expressed in your complaint, we are unable to accommodate your request to refund the incoming wire fee of 15.00. A check is enclosed in the amount of $63.78 and this will close out your PNC account ending in [redacted].

I appreciate your feedback and allowing me the opportunity to clarify our position in this matter. If I can be of further assistance, please contact me toll-free at ###-###-####, extension ###-###-####.

Sincerely,

[redacted]Bank Officer

Executive Client Relations Enterprise Escalation Group

Review: Hello,This complaint is reference to Home Equity Line of Credit Application xxxx1970. On Tuesday, 4/7/2015, I spoke with [redacted] my underwriter, and she told me that my application had been approved. We reviewed the terms of the contract and scheduled my closing date for Friday, 4/10/2015. [redacted] quoted me a rate of 3.74%. This was based on a 0.25% discount for a checking account auto deduction. I declined the additional 0.25% for a $25,000 immediate disbursement. I verified with [redacted] that the 3.74% rate was only based on the auto deduction discount.On Friday, when I went to sign the closing documents, the rate shown on the paperwork was 4.09 %. I told them this was not the rate I was told I would have. They contacted the underwriters office and they responded by saying that this was even wrong and increased the rate to 4.34%. I declined signing the contract until I was able to contact [redacted]. I left her a message the same day.I contacted [redacted] again on 4/13, late afternoon since I did not receive a call back, to discuss and she said that the rate she quoted me was incorrect and the 4.34% was correct. I was willing to acquiesce and take the 4.09% with the $25,000 disbursement if they were willing to remove the $50 a year fee. They would not even do that.I believe my requests were reasonable to PNC based on the circumstances. I did not even press the fact this this was more than a half percent difference. They were not even willing to budge on the maintenance fee? They were clearly in the wrong and never denied this, but were clearly not interested in any customer satisfaction or standing by their quotes. I would like to note that all the claims I've made here should be verifiable since PNC makes a note of stating that all calls are recorded. PNC never disagreed with me that I was originally quoted 3.74%Thanks[redacted]Desired Settlement: At this point I am requesting the rate I was quoted, 3.74%. I am not asking for anything more than the rate I was told I was going to receive. This is based on an auto deduction discount of 0.25% and no disbursement. For my inconvenience, I am also requesting the $50 yearly fee be waived.

Business

Response:

PNC spoke with [redacted] on May 12, 2015 and considers this matter addressed.

Review: I recently deposited a check in the ATM on a sat 5/17with the expectation that it wud b available the next business day as stated at the machine. On mon believing the funds were available I made a few transaction of merchandise. On tues I was driving my car & called to gt a balance to make a transfer to my Visa acct & the recording stated I had 13.00. I checked my acct online when I got home & found I was charged 3 overdraft fees. I called the 800 nbr 4 PNC & was told the deposit didnt count until mon therefore the $ wasnt available until tues. I advised him that since the bank is open sat & sun I counted that as a business day & believed the funds ready on mon. I also stated I collect disability & dont have the money to give away in fees as I had an auto payment coming out wed & if they take my money my acct will be negative & will get further negative with more fee added. So I called the branch for my account & the woman said she understood & despite having been refunded in 2013 for fees she would ask her manager to this time take care of it. She ask my phone # and said someone would call me back. No one ever did. PNC encourages customers to use the ATM, even when I have come to the branch to use teller they are directing you back to use ATM. On 1 occassion I was at the teller window to make a deposit & she suggested that I put in ATM for faster access to the funds. THIS HAS HAPPENED SEVERAL TIMES givig the impression that deposits in ATM move faster than teller. Now my account is even more negative with a total of 5 fees because they took the money even charging me 36.00 for a 2.00 tranasaction. When I look at my acct I cant tell where/when it was negative because when the consumer reads online it doesnt show the negative just the fees, & when they are explaining it to you over the phone they see a different screen then the customer sees. When I look at my account the deposit is in order showing I had the money at the time & then lists fees but you cant tell what was overdraft for.Desired Settlement: I have been working on keeping accurate track of my banking and account spending and I am aware of what they have done in 2013 I would like all 5 fees returned and my account taken out of negative. At this point since I do not receive any more disability until the 30th & they will continue to charges fees which means you will be taking a good amount of my limited funds. This time I was using my account and funds accordingly & dont think that what they tell you do by using ATM is fully disclosed

Business

Response:

To Whom It May Concern,

I spoke to Ms. [redacted] on 06-12-2014 to address her concerns. We discussed funds availability and details around depositing through our ATM machines. I refunded $180 in Overdraft Fees to client as well as opted client out of overdraft coverage. Client has my direct contact for any further concerns. Please contact me with any questions at ###-###-####. I am available Monday through Friday 8AM-4:45PM.

Sincerely,

[redacted]Executive Client Relations

Review: I reviewed my credit file and hereby request debt validation as I did via US mail but no results as of yet for this request. If in fact this is my debt, I am willing to work with the original creditor upon review of debt validation. The partial account number on my credit report isDesired Settlement: Upon receipt of debt validation, I will in fact, make contact with the original creditor to set payment arrangements for the set balance on my credit history or negotiate a lower balance to pay.

Business

Response:

This letter is written in response to your correspondence regarding Ms. [redacted]. PNC provided Ms. [redacted] with the information she requested and provided resolution to the concerns expressed in Revdex.com Case # [redacted].

Review: This issue involves a home equity loan. I applied and was accepted for the loan. I have a 811 credit score and was told my rate would be 4.99%. My home was appraised my an independent appraiser and valued at 188k. I owe 128k and wanted to take out a 20k loan. I was over the 20% needed to get that rate until PNC called and told my that their underwriter said the home was not worth 188k, it was only worth 178k which would increase my interest rate to 5.69% if I still wanted to get the loan. How can an underwriter hired by PNC, one that has never come through my home or property, say that an independent appraisal is not accurate and appraise my property for 5% less? How is this practice legal?Desired Settlement: Move my interest rate back to 4.99%.

Business

Response:

January 26, 2016PNC Bank, N.A. responded to [redacted] on January 22 and 26, 2016, and considers this matter addressed.Thank you,ACBPNC Bank

Review: the amount of charges on there overdraft is beyond excessive and far passes usery laws developed to protect the consumers.Desired Settlement: reimbursed the 91 dollars on a 50 dollar overcharge that they allowed on a debit card.

Business

Response:

Please allow me to respond to your complaint filed on September 26, 2013, with the Revdex.com (“Revdex.com”), regarding your PNC account ending [redacted]. I appreciate the opportunity to address your concerns.

After reviewing your account, it was determined that a pre authorized ACH payment to [redacted] was presented for payment on September 10, 2013 and paid by the bank. Your account was overdrawn and a $36.00 overdraft fee was assessed. The account was not brought back into a positive balance until September 27, 2013 resulting in an assessment of $70.00 in continuous overdraft fees. Your account was credited a courtesy refund of $36.00 on September 24, 2013. PNC Bank respectively declines your request for fee reimbursement of the continuous overdraft fees.

For your review, I have enclosed copies of the following:

· Account Agreement for Personal Checking, Savings and Money Market Accounts.

I attempted to reach you by phone to further discuss any concerns you may have, but was unsuccessful. If you have any questions or additional concerns, please call me directly at ###-###-####. I am available Monday through Friday from 8:30 AM to 5:00 PM, Eastern Standard Time.

Sincerely,

[redacted]

Enterprise Escalation Group

CC: Revdex.com (With Enclosures)

Review: I have a car loan through PNC Bank that comes out of my checking account monthly. I have never missed a payment nor have I ever been late for a payment. I receive about 3-6 phone calls a day from PNC's collection dept asking for additional payment. I have explained to each representative that I have made my payment in full each month and never missed a payment and asked why I was receiving calls from the collection dept. I have been told that my payments have increased due to an unexpected increase in my interest rate, the additional fee was a convenience fee for paying online, and I have been told the additional charge was from additional insurance that was placed on my car. I have reviewed my records and my interest rate has not increased, there is no "convenience" fee, and I already have full coverage on my car. I have asked the collection dept to send me a statement in the mail that explains what the additional charge is for but I have yet to receive anything. I am now receiving calls where they are threatening to repo my car even though I have never missed a payment or been late (again, my payment is automatically withdrawn each month).Desired Settlement: I would like to stop receiving these threatening calls or at least receive something in the mail that will explain why I am being asked to make additional payments that are not in the legal binding contract that I signed at the car dealership.

Business

Response:

On Sun, Dec 28, 2014 at 12:14 PM, <[redacted]> wrote:PNC Responded to the customer on 12-23-2014. Please update your records. [redacted]Assistant Vice PresidentExecutive Client Relations Enterprise Escalation Group[redacted]

Review: My mortgage was due on 4/1/14. I received a notice in the mail stating to call to make arrangements to avoid late fees and being sent to collections. The letter states "as long as you are participating in the agreed loss mitigation plan, you will not be assessed late fees and foreclosure process would be suspended" I called before it was 30 days over due, on 4/18@ 1045 to discuss financial hardship and payment options before it was 30 days late, to prevent being sent to collections. I informed representative we were in process of selling and closing on our home May 15 and could pay balance in full. I was advised that would be ok as long as payment was received by the 18th of May it would be fine. The representative did not disclose that they were going to send me to collections and charge a 62.98 late fee. I was under the impression I called and made financial arrangements as directed to by the letter from PNC. I now have it reported on my credit report. I then called to inquire on 5/21. I spoke with a representative. I requested to speak with a supervisor and was told they were unavailable and could not get back to me until morning. I again requested to speak with a supervisor a second time and was again denied that right. My wife called back and asked to speak with a supervisor was told again none were available. She refused to hang up and said she would hold.Eventually she was put through to supervisor. She asked for the recorded conversation to be pulled from 4/18. She asked when she would hear back in regards to the conversation requesting to be updated and was told she would not. A note would be placed in chart. (unacceptable service, a follow up phone call should be given).She asked for the representatives name from the call on 4/18 and was denied the information. It wasn't until she argued that she needed date, time, and some sort of id to report in letter of dispute, that they gave her an id for the representative.Desired Settlement: I would like a refund of the 62.98 fee in which per the letter says "will not be applicable if you participate in an agreed loss plan" ( which I was under the assumption I had an agreed upon plan since representative advised me I would be fine if paid by 5/18) and have it removed from my credit report.

Business

Response:

The Mortgage Department has sent a letter dated 6/2 to borrower advising that the response is still in progress.

Review: Tuesday Feb. 18 received income taxes. I had my refund sent to my card, through [redacted] because that's where I work. I went to PNC bank to see if I could get money out of their bank, even though I do not bank with them. He told me yes, up to 2000$. I said ok, I want 2000$. He took out 200, but I said no that is not right I need 2000$, so he took out 1800$ more. They ended up $3800 total. I signed the receipts, and we were good to go. On Feb 19, I woke up and noticed that my card was negative. I went to PNC bank at 9 am that morning and talked to [redacted] and [redacted], bank manager. They reassured me everything would be okay, but I told them I get paid Friday the 21, 2014. I told them my account is negative, and they still told me everything would be fine. I called back around 4:30 to check on the progress on 2/19/14, and my card company told me at work that I would have to file a possible fraud dispute, and I told PNC bank this and they said it wouldn't be necessary because they will put my funds back before Friday. I called back and talked to [redacted] this time, and she said because you don't bank with us you will have to do the fraudulent thing. PNC admits that this is a glitch in their system, but now because it was too late to cancel the check, Walgreens took my whole paycheck because my account was negative. I am now out of $2500.35. I started the fraudulent claim, but this could take up to 90 days.Desired Settlement: I want PNC bank to refund me my money back of 2500$. This is unnecessary stress on me.

Business

Response:

March 4, 2014

I had the opportunity to speak with Ms. [redacted] today and she informed me the issue had been resolved. No further assistance was needed, and we consider this case resolved and closed.

Thank You,

Review: In August of 2012 [redacted] of PNC offered me an extension on my home modification loan effective 10/2012. I sent in all the required information to make this happen. [redacted] turned my account over to [redacted] and said if anyone could make this happen it was [redacted]. She advised me to continue to make the $271.50 modified payments until I was aproved. I made all payment until Feb. 2013 when I received a call saying that they should have never offered an extention. Also I owed back payments from 10/12 and there was nothing they could do about the effect this would have on my credit score. I went into a branch of PNC where I was offered 2.99% to refinance and an application was sent in. I was denyed and an appeal was sent. No one would return my phone calls and passed me around until I got a call from [redacted] in the Executive office. He assured me when we talked on 6/6/13 he would get back to me early the next week. I contacted him on or about 6/12/13 he said my situation "slipped his mind" and he would try to get an answer. His answer came that I was late on my payments and there was nothing he could do for me. Even though it was THEIR fault payments were considered late from October to March they could not get those marks off my credit rating. I show from 60 to 90 days late and that is not the case. I have called every month since March to ask if I was late and owed more than my payment. EverytimeI was told I am current and there are no late charges. To this day PNC sends me statements that I owe back money which is not the case. I have been marked late every month and I am wondering how correct that is. I see no reason why I can not refinance at a lower rate. I have paid off all my debt and believe I should be given the chance to make my payments at a lower rate an not 8%. If this can not happen wit PNC then my credit rating shoul not reflect their mistakes and lack of bookkeeping. I want to keep my home and be give a fair chance. They are not willing to budge.Desired Settlement: I would like PNC to correct my payment record showing that the payments they requested were made on time from October 2012 to March 2013 and I be able to refinance at a lower rate now or in October 2013. I trusted them with the information I was given and am being penalized for following their direction. I have talked to several other lenders and they won't touch me because of what PNC has in my credit report with [redacted], [redacted] and the other agency. Thank you for your time.

Business

Response:

To Whom It May Concern,

This letter is written in response to the complaint filed by Ms. [redacted] with the Revdex.com.

As no signed authorization to release information was provided, PNC Bank has responded directly to Ms. [redacted] on October 9, 2013.

If you have any additional questions or concerns, please call me directly at ###-###-####. My extension is 4[redacted], and I am available Monday through Friday from 8:00 AM to 5:00 PM, Eastern Standard Time.

Sincerely,

Executive Client Relations

PNC Bank

Review: PNC did not notify me in a timely fashion that a (mortgage) lot loan, came do in 2004. In 2011they started foreclosure on the lot and would not except my monthly payments. I never missed nor was I ever late with payments in the 12 years of paying on this note. After the note came due in 2004 PNC did not apply payments to the princible, only to interest. They collected close to $20,000.00 in interest after the loan came due. There first contact was 7 years after the note came due. This caused me to sell the lot in a short sell fashion.I sold the lot for $10,000.00 less than I purchased it 12 years earlier. I spent at least 100 hours in the three months talking with PNC to resolve this.Desired Settlement: I would like to get money back from all the interest paid from 2004 til they started foreclosure in 2011, and all my time spent, battling there foreclosure action.

Business

Response:

This is in response to your inquiry dated August 15, 2013 regarding the above referenced complaint.

As we do not have written authorization from the borrower to release information to you, we have sent our response directly to the borrower.

Thank you for contacting PNC Mortgage.

Sincerely,

Mortgage Escalations Group

Review: I used to live at [redacted]. PNC Mortgage enrolled me in HAMP WITHOUT my consent a few years ago. I made my normal payments & PNC was putting them into some kind of holding account for months. I didn't know this until I received a FORECLOSURE letter & called PNC. I went back & forth with them thru phone calls & letters for OVER TWO YEARS about where my money went as I never saw the money applied anywhere. During this time is when mortgage rates dropped & I was unable to take advantage of them due to PNC's serious screw-up. I ended up selling my house just to get away from them. They also lost a $300 payment to my escrow account. I have a phone call recorded. CONFUSING. Said my money went to pay for HAMP start-up fees.(??) When I finally sold my house in September 2012, PNC charged me a lot of money saying I had been late paying my mortgage so many times. HOW CAN THIS BE WHEN MY MORTGAGE WAS AUTO-DRAFTED? I have called & written them many times since then trying to resolve this without getting legal counsel & have gotten NOWHERE. PNC OWES ME MONEY. Bottom line. I want them to go over my mortgage from the VERY BEGINNING with a fine toothed comb. I want them to use someone who is not BIASED. I want them to UNDO their mistakes and apply my payments properly to see I am owed. I had to pay 7.5% interest rate the entire time because of PNC major mess up. It is not fair that I was unable to refinance because PNC showed me late ILLEGALLY. Not to mention my payment stayed higher for months because my escrow payment wasn't applied properly. PNC nickel-dimed my payments around for many months. WHY IS THAT?! I'm so angry that because of PNC I was unable to get ahead when the mortgage rates dropped and I am even more upset that I had to sell my house because of this. NOT FAIR. BAD CUSTOMER SERVICE. NO DEPARTMENT WITHIN PNC IS ON THE SAME PAGE WITH MY ACCOUNT. NEVER GET PROPER ANSWERS OR TIMELY RESPONSES. ENOUGH IS ENOUGH.Desired Settlement: - $300 - lost escrow payment.- REFUND ALL FEES ASSOCIATED WITH LATE PAYMENTS.- Because it has been so long without resolution, I feel PNC needs to re-do my mortgage as if it were properly refinanced at the lower rate I deserved at the time & refund me what I would have saved. My rate is currently 4.25% at my new home in [redacted]. ANY lower rate would have helped me over the last few years.

Business

Response:

Review: I have a PNC account and I have been a customer for about 3 years. I recently placed a call on October 15th to have a payment cancelled, at that time I was advised that a stop payment already existed from July until January. So at that point there was no point of posting a stop payment. The representative that I spoke with also advised me that the payment would reverse by The following Tuesday. Today is Tuesday and I currently have an overdraft on my account of $86. I called PNC to ask why the fees were still showing on my account. At that time they advised me that the stop payment was only for one payment over a six month period. However on Thursday October the 15th I was advised that the stop payment was effective for July and August and at that time I made payments manually in September. I'm upset because of the fact that the stop payment was doing its job for July through September but now all of a sudden it was for one payment, then you tell me there's basically nothing that can be done. I just feel like this is another way to collect extra fees. I'm not understanding why I wasn't made aware of this earlier and why the payments were stopped the previous months. They keep asking if I would like to dispute the transaction but it's not a transaction dispute between me and my insurance company it's a dispute between me and PNC. I'm not very confident that my dispute would even be considered or handled properly because this isn't the first time PNC had treated me unfairly. I'd really like to cancel my account but I have numerous payments and deposits going in and out of my account that will possibly be lost if I terminate my account before they hit.Desired Settlement: I would like a refund of the overdraft fee, because this transaction was no fault of my own, also there was too much missing information at the time of the initial stop payment that was placed.

Business

Response:

PNC Bank, N.A. responded to ([redacted]) on (10-26-15), 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.