PNC Financial Services Group, Inc.

Review: I sent this letter to the lender's manager: Im writing this letter to express how I feel in regards to the service I received from one of the PNC mortgage lenders. I initially started working with [redacted] back in the beginning of May 2013. We were prequalified for a FHA home loan. We even found a property, had the inspection done. I turned in a copy of our inspection along with the[redacted] inspection to the lender. We submitted over 190 plus pages of information to the lender and met with him several times. Only to be told upon our last visit on July 23rd 2013 that PNC could not move forward with the loan due to the type of property that we found and the loan that we were going with because PNCs streamline 203k loan you cannot purchase a 1-4 unit building. We spent months working with this lender and he never once mentioned this to be an issue. I dont understand how he didnt find this out sooner or why. The only other option he gave us was to find another lender or another property. We definitely werent finding another property because we made an offer, it was accepted and we had given the earnest money. He offer to give our information to [redacted] because someone he knew worked there that could get the loan completed. We opted to just gather all of the paperwork that we had given to him and find our own lender. When we got the folder from the Lender there were missing documents and multiple pages of the same item. The service we received was very unprofessional and misguiding. For a first time home buyer the process is already frustrating, stressful and time consuming and we had to start the process all over.Not to mention with this set back it is costing us money because weve had to file for an extension on our close date. he agreed to call me after work and didn't then reply this email:I have to be honest that I was so tired when I got home at 7:00 last night that I simply feel asleep and woke up around 9:30.I will call you after 6:00 pm this evening.he didn't callDesired Settlement: I feel they should reimburse the extension fee's we incurred.

Business

Response:

Dear Ms. [redacted]:

This letter is in response to your inquiry dated August 2, 2013 sent to the Revdex.com regarding the referenced pre-qualification. Your inquiry was received by the Mortgage Escalations Group on August 5, 2013.

In your inquiry, you stated that you worked with Loan Officer [redacted] on your pre-qualification letter to initiate your search for a home to purchase. You further stated that once you found a property, you submitted documentation required for a complete loan application. You stated that on July 23, 2013, you were advised that we could not assist you with this property because it is a four-unit property and an FHA 203K loan is offered for single family homes. You explained that you were not informed of this information during the initial loan application process.

Upon receipt of your inquiry, your concerns were thoroughly researched and the following is the summary of our findings.

According to our records, you met with Mr [redacted] to discuss a pre-qualification for an FHA 203K Streamline rehabilitation loan in April. A pre-qualification was sent to you on or about May 8, 2013 after your loan officer discussed that the program was only for single family homes, You found a home and executed a purchase contract on June 18, 2013. You worked with contractors on bids to repair the home and submitted the contracts to your loan officer early in July 2013. There were no notations on the contracts that the property was a multiple unit.

On July 18, 2013 you met with Mr. [redacted] to discuss the purchase. According to our records, your loan officer attempted to meet with you three times prior to July 18, 2013, but the appointments were cancelled and rescheduled. When Mr. [redacted] met with you, he searched for the property on the [redacted] County Assessor’s website to determine the property tax amount The website indicated that the home was a two-unit property and therefore would not qualify for a FHA 203K Streamline loan. Additionally, the bids from the contractors were higher than the $35,000 allowed for this type of FHA rehabilitation loan. We regret that it was unclear to you that the loan program you applied for was for single family homes only.

We hope this letter sufficiently addresses your concerns regarding this matter. Should you have any further questions or concerns regarding this matter, please call our Customer Care Department at ###-###-####.

Sincerely,

Mortgage Escalations Group

Review: On 2/25/14 I was charged a $36 overdraft fee by PNC Bank. One of the transactions PNC was counting against my account was a charge that was withdrawn, resubmitted, and paid on 3/5/14. So I was charged an overdraft fee due to a draft on my account THAT NEVER HAPPENED. PNC never took the money for the transaction from my account until it was resubmitted. On 3/17 I called PNC and spoke to a customer service representative. She told me that she would refund the $36, as the charge had been withdrawn and my account did not actually go into the negative, and when it was resubmitted and processed there were adequate funds.On 3/28 I called again, as my refund had never come through to my account. I was told this time by the representative that the $36 could not be refunded because PNC was counting the charge against my account, even though they never paid it. She offered to file a complaint for me through PNC (which has never proven to be effective).This is my second complaint with PNC in the past 6 months. The last one got resolved properly.Desired Settlement: Refund the $36 to my account.

Business

Response:

[redacted] 4-29-14 we are in contact with the customer and providing resolution to the complaint.

Consumer

Response:

I apologize for not getting back to you - PNC may consider this complaint resolved BUT - WE HAVE NEVER SPOKEN! A rep from PNC called and left a message. I called back twice, and found out she was on vacation. She called again (of course, not during the times I had told her on the message were best). She said she'd be in er office until 5:00PM that day. I called at 4:30 and left her a message. She has made no attempt to call again.

PNC HAS MADE NO EFFORT TO RESOLVE THIS COMPLAINT.

Review: I have had nothing but issues with the way that PNC does business virtually, from their half-working virtual wallet to emails that give you a number in your account but don't tell you that's a negative. Since February, I have, several times, switched my account from accepting overdraft charges to declining to use the service. Such an occasion occured about a month and a half ago. I had switched on the ability to go overdraft voluntarily, I took out money and responsibly accepted the charges. I had gone back to the website days later and switched this service off, only to find that a few small charges, like $4 at [redacted], had sent my account overdraft and I was charged $36 for each incident. Obviously I didn't intend to spend $40 on a burger and fries, the online switch did not work. I had waited the appropriate business day for the service to take effect and it didn't. I had called PNC to asked them to refund my money, $252 not including any sustained fees (I'm not sure if there were any). They told me that they had already refunded me about $300 this year. I can't verify whether or not this is true but I have, indeed, called them before for refunds. Using logic, they wouldn't have to refund me so much money if they hadn't taken it away from me for no reason to start with. I was given the number of a direct superior, I called and got no answer. I left a message with my name, account number, and a callback number but I got nothing back. Now I'm not in the business of trying to get my money for no reason, looking at my account you'll find several instances of me overdrafting and not compaining because it's what I needed to do. But this technical glitch on PNCs end has cost me $252 for something that is entirely PNCs fault, and that's not even including the transaction-stacking I see happening to me.Desired Settlement: All I'm looking for is to get my $252 back. PNC is a very large business that makes millions yearly off of overdraft charges, I don't think PNC giving me back the money that they wrongly took is too much to ask.

Business

Response:

Please allow me to respond to your complaint filed on July 24,, 2013 with the Revdex.com (Revdex.com) of Western Pennsylvania, regarding overdraft fees assessed to your PNC Bank, National Association, checking account ending [redacted]. I appreciate the opportunity to address your concerns.

In determining whether you have sufficient funds in your account to pay checks and other withdrawal items, PNC’s general practice is to consider all pending electronic transactions (including, but not limited to, point-of-sale transactions) for which PNC Bank, National Association (“PNC”) has received notice, even if those transactions have not yet posted to your account. Pending transactions immediately impact the balance used to pay items presented for payment during nightly processing. We receive transaction information from merchants and other sources throughout the business day. Although pending transactions are reflected in your available balance, Overdraft Item Fees are only assessed on the posted items presented to your account against uncollected or non­sufficient funds.

PNC’s general practice is to post items according to the date and time they were authorized or when PNC received notice of the transaction. Details of our policy are disclosed in the Withdrawing Money section of our Virtual Wallet Fineprint (“Account Agreement”). For your reference, additional copies of the Account Agreement and our Virtual Wallet Features and Fees are being sent to you under separate cover.

On June 21, 2013, we received notification that you updated your PNC Overdraft Coverage setting to be Opted-Out. This allows PNC to cover, at our discretion, your ATM and everyday (one-time) debit card transactions on account ending [redacted], when there are not enough available funds in the account.

My review of your account history indicates Overdraft Item Fees were appropriately assessed on June 11, 12, and 24, 2013, as disclosed in the notices sent to you on the dates the fees were assessed. It is PNC’s practice to refund any fee assessed as the result of a Bank error. PNC Bank respectfully declines your request for reimbursement as the fees were not assessed as the result of a Bank error.

Enclosed for your records are copies of the following:

• Overdraft Notices dated June 11, 12, and 24, 2013.

• Opt-In Overdraft Coverage confirmations dated February 15, 2013 and June 21, 2013.

On behalf of PNC Bank, I apologize for any inconvenience you may have experienced with this matter. Thank you for your time in allowing me to clarify our position. If you have any additional questions or concerns, please call me toll free at ###-###-####. My extension is ###-###-####, and I am available Monday through Friday from 8:15 AM to 5:00 PM, Eastern Standard Time.

Sincerely,

[redacted] Executive Client Relations Enterprise Escalation Group

Review: The beginning of this problem is that the credit card company sent me "convenience checks" in the mail, which were completely unsolicited. These checks were subsequently stolen from me, presumably directly from my mailbox. I first noticed a charge from Jan. 27 and called the PNC credit card number (I called sometime between the 27th and the end of January). The change was for $858, then there was a subsequent #17.XX service charge for using the checks. When I told the person who answered that it was a fraudulent charge, they at first acted as if I was lying to them. It seemed as though they thought I used the checks and then reported them stolen so I could get $858 free dollars. While this may sometimes happen, it was not the case with me and I resented the accusatory tone. Once I explained, they became somewhat helpful (although, as it turns out, they gave me all wrong information). They told me I would need a copy of the check (which he sent) and told me to take it into the nearest branch. They would be the ones to resolve the problem by showing that it was not my signature.This person then mailed me a copy of the check since I needed it but failed to tell me he charged my account $3 for it. When I received the check, I took it into the branch and they were completely confused. They told me that PNC credit card was separate from my normal account and they didnt know how to help me. The nice lady there ended up calling PNC credit card for me and got a number to call to report the check stolen.I then called that number and spoke with someone who put me in contact with Nathan in the fraud department. He was rude and unprofessional, and told me a completely different thing to do than everyone else (though perhaps this was the correct procedure and all people before had been incorrect). He told me I had to spend more of my time (though it had already been hours) by filing a police report, then calling them back with the report number. I went down to the police station and did as he asked, then called and reported the number. This was the end of my experience with them.I am now writing this to complain about the complete lack of communication in the company and also the many people who had no idea what they were talking about. There is no reason I should have had to jump through hoops for something that was not my fault. PNC had terrible customer service and they should not have sent live checks. I live in a busy part of Philadelphia and my mailbox is on the streetits not that surprising the checks were stolen. As it turns out, the person who stole them (someone named [redacted]) made the check out to the[redacted] and ordered $858 worth of coins. I actually called [redacted] and cancelled the order twice, but they still shipped it. If you want to retrieve your money, they should be responsible since the order should never have been processed. I want nothing to do with the communication if you do contact themfrom now on, I want no communication from PNC credit cards except for the last request below.Please cancel my credit card account entirely. The balance is currently zero, so this should not be a problem. Be sure to put it was cancelled at my request (rather than being cancelled through any fault of mine). I would like the cancellation notification in writing as well as confirmation that it was closed at my request. I do not want this to negatively affect my credit, but neither do I want to remain in business with PNC credit cards.Thank you.Desired Settlement: See above note--cancellation of credit card, no more mail

Business

Response:

This letter is written in response to your correspondence regarding Ms.[redacted]. PNC Bank has responded directly to Ms. [redacted] on March 24, 2014 and addressed 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

Executive Resolution Center

Consumer

Response:

Dear Revdex.com,

I'm sorry for the delay. I was out of town for the past several days and I somehow missed the first request for a release form. You can actually close this request now since the bank sent me a letter in the mail. In the letter, they confirmed the credit card account is now closed.

I will reopen this case if I have any further problems. Thank you very much for your help with this!

Best,

Review: Since January of this year I have had 3 overdraft fees applied to my account due to online bill pay sending checks too early for my bills. All 3 checks were dated and issued from PNC for the payment date I requested, but they were mailed early. So the checks were cashed before the payment date and my pay date. I have been with this branch for 15 years and have never had this issue before. Now it's happening every month and [redacted] at my local branch advised me that it was going to continue to happen and suggested I no longer use the bill pay service for bills that need checks issued. I was informed that the 3 overdrafts wouldn't be refunded! She gave me her supervisors name, [redacted], but she never returned my call last month or this month. As this isn't my fault and I could do nothing to prevent it, I would like the overdrafts refunded.Desired Settlement: Refund of the three overdrafts totaling $108.00 from January, February and April.

Business

Response:

April 9, 2015On April 8, 2015, I spoke with [redacted] and the issue was addressed to her satisfaction.Thank you,

[redacted]Executive Client Relations OfficerPNC Bank[redacted]

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 have business Line of Credit with PNC. PNC bank manager and her Merchant rep. came to our business and signed us for LOC and Merchant account. We stared having issues with merchant account in my 1st Merchant account bill and now we have it with LOC. I also filed complain regarding Merchant account and got refund back. Now we have issue with LOC. Bank Manger explained us there will be no yearly fees for LOC based on some promotion they had that time. We took the offer and signed up. After 1 year they charged me $187.5 and when I told this to business banker about this she said not to pay and she will take care of the fee which I got back in Aug 2015 instead of Feb 2015 because of that they raise my based rate from 4.25% to 8.50%. I have been calling them every week to fix my rate and charges. Nobody is doing anything. I have been paying 8.50% for almost 5 months. I also called there higher department and they also telling me they are fixing the issue. Now just got charge another $187.5 yearly fee. They are blaming me for not paying this fee and telling me I delinquent my LOC account by not paying this fee. I have $75000 LOC which I did not even use until Oct 2015 month. Based on my calculation they owe me almost $1000 in over charges. I want to get my money back and fix my rate to 4.25 % can you please help me.Desired Settlement: I want to fix my rate problem and my account and get all the fee refunded to me.

Business

Response:

On Fri, Apr 22, 2016 at 10:02 AM, <[redacted]> wrote:Good morning [redacted] PNC Bank, N.A. responded to [redacted] on April 21, 2016, and considers this matter addressed. If I can be of further assistance, please contact me directly. Thank you!Debra B[redacted] Executive Client Relations Officer

Review: I had to draw out of my 401k little did I know thsi was a wrong choice it hurt me more than it helped me.I recived my check and tryed to cash it I couldnt cash it at [redacted] or [redacted] because of a number messed up in the botom of the check so I wait till next day and take it to bak in [redacted] a 45 min trip out of my way and they cant cash it im told because its over 3000 but its a check from them makes no sense I deposit the check in my wifes account at a differnet bank and a 7 day hold has to be placed on the check im furois at this point now that I have no money like I thought I was going to I have multiple checks that have bounced in my wifes account due to withdrawls or checks coming through that shouls have had money in a account to pay for them! So in a week and 1000 dollors in the hole later im hoping on some money soon to pay bills which is why I drew out of this 401k anyways it was my money I worked fro and have to pay back plus a bit anyways and now it was not worth it because this bank wont cash its own check and messed up the acccounts number at the bottom I would like to klnow what in the world happened here and this bank needs to fix my issue I will go on to file complaint with my work also and let them know there choice of invesrtors for our 401 k needs to checked and I need to be payed fro my time gas and bounced checks due to this hassleDesired Settlement: I would like replaced for bounced checks my time travel gas suffering I would have no problems if the check could have been cashed I sit here still waiting on check to be avivable in wifes account

Business

Response:

Your correspondence to the Revdex.com (Revdex.com) of Western Pennsylvania has been forwarded to PNC Bank National Association's Executive Client Relations Office for review and response.

In reviewing your request, although the check was issued to you by a PNC Bank customer, the Branch declined your request based on internal cashing guidelines for customers without an active PNC Bank account. Please accept our apology for any inconvenience this issue may have caused.

I would be happy to assist you if you want to discuss this matter further. Please contact me toll-free at ###-###-####, extension 4[redacted].

Sincerely,

Client Relations Enterprise Escalation Group

I have been a pnc custoner for a few years now,and havent had a problem until now. I changed my name over a yr ago and faxed to them twice my court papers.They received it obviously because they issued me a debit card with that name on it, and let me write checks for over a yr. So I guess they half processed it........well they decided when I moved to texas to freeze my account. I then was told I had to go to a financial institution to verify my identity.they did,and even faxed all my social,license,etc to them,twice. Each time they kept saying they couldnt read what was sent,even though it is completely legible. So, I cannot access my finances,because someone didnt do their job,and I keep getting more and more incompetence. Id pull my money out and go to another bank,but I cant because they froze it. I have never witnessed such incompetence in my life,or lack of customer service.they wouldnt even accept they were the ones in the wrong,and wont right it. At this point im ready to file a lawsuit.they cant claim fraud,because theyve issued me a debit card and let me write checks for over a yr,before they flagged it.do not use this business.if you value your money,time,and self respect go somewhere where they have intelligent people.

Review: I am a victim of identity theft concerning this bank.PNC Bank will not assist me to clear this up.Please note that my IDENTITY THEFT VICTIMS AFFIDAVIT with the FTC is number [redacted] and the report I filed with the[redacted] Sheriff's Department of South Carolina is [redacted].Around the end of January 2014 and the beginning of February 2014someone tried to fraudulently get credit in my name at a number of banks. I know that one of these was PNC Bank. I know because on 23 January 2014, PNC Bank contacted Experian, TransUnion and Equifax to get access to my credit report. I also called PNC Bank customer service on 27 February 2014 and was told by someone named "[redacted]" that she would look into this and call me right back. She never did. I called PNC Bank again on 28 February 2014 and spoke with employee "[redacted]." She told me she submitted a SECURITY INCIDENT REPORT but could give me no further information. She put her supervisor on the line who put me on hold and then hung up on me. This is a very bad way to address this crime on the part of PNC Bank.Desired Settlement: 1. I want a letter, on official company letterhead stating whetheror not someone was able to fraudulently get credit at this bank in my name.2. I want all information, obtained by [redacted], any attempt made by any one using my name and personal information to get credit.All information means applications made physically or online, any and all applications for any type of credit, made withing the last twelve calendar months.3. I want [redacted] to contact all credit agencies to informthem that the [redacted] inquiries into my credit report needs to be removed.

Business

Response:

4-3-2014 [redacted] We are resolving the issue and asked the customer to provide documentation

I have been banking with PNC for almost 9 years now with no issues. My account was a joint account with my ex-fiance. We still have joint bills that are paid out of that account by automatic bill pay. Well he forgot to put his part of the bills in the account and it gave us four overdraft fees of $36 each. Since I've never had these issues before I called PNC and requested if they could at least waive two of the fees. You would think because I have been a long time customer they would, however, not only was the "Money Manager" nasty when telling me no, she also tried to get me to open other lines of credit with them. Are they kidding me? As a customer service manager of a call center, I understand that life happens to people sometimes and circumstances occur. What would it have hurt her to refund at least two of the fees?

Review: I had a loan with this bank. The loan is paid in full. I cannot get anyone to send me a letter stating the AMOUNT of the PAID LOAN. Loan # xxxxxx, xxxx, xxxxx,xxx, xxx, xxxxx, xxxx, xxxxx, [redacted] Product_Or_Service: loan

Order_Number: n/a

Account_Number: xx-xx-xxxxx[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want a letter in writing stating the amount of the loan that was paid in full.

Business

Response:

6-18-15 - JLH - PNC Bank N.A. responded to [redacted] on June 18, 2015 and considers this matter addressed.

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. WE HAVE HEARD NOTHING FROM THIS LENDING INSTITUTION AND MERELY WANT A LOAN PAY OFF STATEMENT THAT REFLECTS THE AMOUNT OF THE PAY OFF - WHY ON EARTH IS THIS SO HARD ????????????

Business

Response:

The customer is in contact with [redacted] and she has the information he requested.

7-6-2015 [redacted]

Review: They call me daily and some times multiple times. I have told them several times that I am currently unemployed, so I am unable to make any payments right now. I told them that once I have found a job, but they keep calling everyday.Desired Settlement: I just want them to follow the federal regulations and to listen to their costumers.

Business

Response:

Please See Attachment [redacted]. 11-26-2013

Review: I recently visited a PNC Branch in [redacted] and met with the branch manager, [redacted]. I wanted to set up a new business checking account for my small business. During the process of setting up the account, the branch manager pressured me into setting up a merchant services account including requiring me to talk to a salesperson via phone during our meeting and promising me $300 if I signed up for the merchant services. After signing up, later that week, I decided that I did not want to use their merchant services because of the high monthly fees and informed a representative via phone. Apparently, my account was not cancelled at that time as per my request. Since then I've received persistent calls from merchant services asking me to set up an account. Then on my December statement, I noticed a charge of $155.25 for "account setup and equipment fees". I've never taken a single transaction through PNC merchant services and I do not have any credit card processing equipment from PNC, yet this amount was deducted from my account. I also never received the $300 credit that Linda promised to me when I signed up. When I went back to [redacted] and informed her about the issue on 12/17/13, she informed me that I would not be able to cancel merchant services and that I need to keep the service for 3 years at a cost of $12/month. However, I still do not have any credit card processing equipment or software that would allow me to take credit card payments through PNC and I do not even want to use their service. I feel like PNC pressured me into taking this service and now that I do not want it, they tell me I'm stuck with it. As a small business, I certainly can not afford $12/month for a service I don't want and don't intend to use. Since the PNC staff pressured me into taking the service, and did not follow through on their promises, I do not think I should be required to keep it.Desired Settlement: I need a $155.25 credit posted to my account to cover the amount deducted for setup fees and equipment costs. I never received any credit card processing equipment and I never set up an account.Also, I want to cancel my merchant services account and be assured that there will be no future charges for this product I was pressured to buy by the branch manager and her associate.

Business

Response:

I spoke with Mr. [redacted] on 1/14/2014 and confirmed that his merchant services was canceled and that there was a full refund of his fees credited to his account on 1/9/2014 totalling $167.25

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. I appreciated the help of the staff at PNC's resolution department. They were kind, courteous, and knowledgeable.

Review: I have bank account with PNC. I deposited a check that was perfectly leagle into my account. PNC returned the check. They said because it was a two party check. I then went back to my insurance company and had them reissue the check had the check signed by my brother who owns the body shop doing the repairs. They returned a perfectly good check again. Now my account is overdrawn.Desired Settlement: Refund the money I had in the Bank. I will pay them what I owe them and close the account.

Business

Response:

Dear Ms. [redacted]PNC was able to reach Mr. [redacted] to resolve this issue with him. If you have additional questions or concerns, I can be reached at ###-###-####.Thank you,[redacted]

Review: We received the attached letter in response to our concerns with the handling of our mortgage. We are suitably confused as:1.We presented our concerns and questions between 9/13/2014 and 9/15/2014 and never received a response, until the receipt of the above referenced letter. 2.No one contacted us to discuss our issues directly and, 3.Many of the facts stated in the letter are incorrect and many (unsubstantiated) assumptions have been made.I am addressing these points and have supporting documentation for each issue. The letter states that, according to your records, 'the loan officer determined that you would need to improve your credit rating to qualify for a loan due to your past credit history."Additionally, the letter states that our loan had an anticipated closing date of October 1, 2014. That is correct, however, the date was changed and the contract updated and communicated to our loan officer ([redacted]).Following is a timeline of events and statement of the issues. On 7/12/2014 we visited with [redacted] at the [redacted] PNC location to discuss a mortgage. He took an oral application, which included: borrower name, gross monthly income, SSN, property address, estimated value of property (which HE provided based on a search on one of his systems), and the mortgage amount we wanted. According to RESPA, this is considered to be an oral application and we should have received a Good Faith Estimate no later than end of business on 7/16/2014. We did not. (This is a RESPA violation) He gave us a prequalification letter to use in contract negotiations. He did not indicate that we needed to change anything to qualify. He did say that if the credit score was raised, the interest rate and terms would be more favorable. He handed us a prequalification. That does not indicate we needed to raise the credit score to qualify. He did indicate that without a 700-720 score, we could not do a jumbo loan. We put a contract on the house on 8/7/2014. Sale price of $485,000 with a loan amount of $417,000.On 8/8/2014 [redacted] requested supporting documentation: W2's, tax returns, bank statements, pay stubs, sales agreement, insurance info, etc. (email from [redacted] dated 8/8/2014)On 8/22/2014 we sent homeowners insurance info to [redacted]. On 9/2/2014 we had to resend, as he requested it again. We resent the original email with attachment.On 9/2/2014 a loan package was mailed that contained loan docs with the incorrect rate and no explanation as to what we were to do with these papers.. We questioned [redacted] about the rate being incorrect and indicated we did not want to sign anything with incorrect info on it. We had requested loan commitment by 9/3/2014 (per contract). [redacted] told our Agent that he was emailing this at 2:26. She did not receive this until after 5:30 pm. On 9/3/2014 we received an email from [redacted] verifying the 9/15/2014 closing date. His processor, [redacted] was copied on this email. On 9/9/2014 we requested a breakdown of closing costs. He sent a details of transaction with a sum of $62511.64 . I received a call from [redacted] telling me that he was processing our loan for closing. He told me that he didn't know anything about closing on 9/15/2014 (see above statement that he was copied on email verifying closing date) and quoted closing costs of over $65,000 (see above). [redacted] called [redacted] and asked about this discrepancy and was told that the processer 'wasn't very good', that he ([redacted] was 'hands on' with the processing and the processor didn't know what was going on. [redacted] suggested that perhaps the processor should not be calling the client if they do not have all of the information, or the loan officer has no faith in the processor. We did not need to know [redacted]s feelings on that matter. It did not build any confidence in his, or PNC's, professionalism or abilities. [redacted] stated that "We will get this closed on Monday". {This does not indicate that the loan would not close}On 9/11/2014 9:42 am (Thursday before a Monday closing) [redacted] sent us a text: "We put the loan back with underwriting as a rush review on Tuesday. She will review everything today. If I don't see any activity by noon, I'll get her manager involved". This text was followed by: "We will get you closed on Monday and I'm doing everything possible so it's at 10:00 am " Again, what here indicates that the loan would not close?At 3:47 pm, [redacted] contacted us about Child Support Issues. He also asked for a copy of the "check" that went from [redacted]s personal savings to our joint checking (we had to point out that it was a transfer between accounts, as indicated on the statement, and that there was no 'check' to copy. Additionally, he needed the BK discharge, which we had provided for him weeks prior. [redacted] directed him to pull the record from [redacted]. We assumed your processors had the same tools that 99% of all other mortgage companies use to pull public records. With regard to the Child Support issues, [redacted]'s comment to us was "I think I heard it was satisfied". He was contacting the Title company for information, which we found inappropriate. It is not the job of the title company to provide information to clear underwriting conditions.On 9/12/2014 at 5:44 am, we sent another explanation of child support. (Both of [redacted]'s children are over 21, one is married and has 2 children.) [redacted] said that the Underwriter needed proof that [redacted] doesn't pay child support". I am not sure if that is how the condition was written, but that is how he asked for the information. [redacted] pointed out to him that, #1, in the state of [redacted], once a child reaches 21, they no longer qualify for Child support. She also pointed out that he had copies of my pay stubs (no garnishments) and copies of bank statements (no payments to DSS). All these point to the conclusioDesired Settlement: We want an apology for the appalling rudeness of the loan officer and we want the PNC settlement/origination fees for our mortgage refunded. We do not feel that they earned a dime on our transaction.

Business

Response:

PLease close this complaint. The customer filed a CFPB on 10-17-2014. PNC will respond to the Regulatory complaint.

thank you

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.The majority of the issue with PNC is customer service related and inappropriate and unprofessional behavior by the PNC associates. My wife had a conversation with [redacted] (Regional Manager ) regarding this behavior and he was to call me directly to speak further about resolving this issue. He has not made any appempt to contact me or my wife. The last contact we had with him was via email on 11/3/2014. We have not heard a word from him since. This is not resolved and we do not agree with closing the issue. PNC needs to respond and take responsibility for the behavior of their employees.Regards,[redacted]

Business

Response:

Dear Mr. [redacted]: This letter is in response to your inquiry dated October 16, 2014 sent to the Consumer Financial Protection Bureau (CFPB) and your additional inquires dated October 28, 2014 and November 21, 2014 sent to the Revdex.com (Revdex.com). In your inquiries, you stated that your application was taken on July 12, 2014 but you did not receive a Good Faith Estimate (GFE) until September 2, 2014. You further stated that you were not satisfied with your experience with your loan officer. Lastly, you stated you were not satisfied with the closing delay. You have requested that we refund you with a portion of your closing costs and receive an apology from management due to your experience during the loan process. According to our records, the loan officer issued a pre-approval letter in July 2014 to enable you to search for a property to purchase. The information provided by you during the pre-approval process does not meet the current RESPA threshold for an application, at which time a GFE is provided, and therefore no GFE was provided as a result of the July 12, 2014 meeting. Once your purchase agreement was received, we finalized your loan application on August 14, 2014 and mailed your GFE on August 15, 2014, with a revised GFE mailed August 16, 2014 to reflect a lower Note rate of interest, (copies enclosed). On behalf of PNC Mortgage we apologize for the treatment you received from your loan officer and the delay of your closing. Your satisfaction is important to us and we regret that you received anything less than the best possible experience during your loan application process. Your concerns have been addressed with the employee involved and documented for further review.PNC Mortgage is committed to customer satisfaction; therefore we are reimbursing you for your origination fee in the amount of $700.00 (check enclosed). Should you have any further questions or concerns regarding this matter, please call our Customer Care Department at ###-###-####. Best Regards, [redacted] Consultant I Enterprise Escalation Group In Support of Mortgage PNC Bank

Review: I opened a Student Virtual Wallet account in July 2012 with my mother as a co-signer on my account. In October 2012 I and my mother signed a signature card to take my mother off the account in order that I be the sole owner of the account. In 2015 my mother stopped paying on a line of credit she had with PNC in order to file for bankruptcy. In the 2015 calendar year (January to December) PNC took a total of $2253.22 from my savings account as offset trhough pre-authroized debits in my mothers name ("check [redacted]") in varying amounts even though my mother's name was not on the account anymore. I later found out that the signature card signed in 2012 only removed my mother from my checking ("spend") account and not from my secondary checking ("reserve") or savings ("growth") account. I signed a second signature card in December 2015 but that did not remove her from my accounts either. I brought this to the attention of PNC in February 2016, and an investigation was opened on my account. Every time I try to contact the representative undertaking the investigation ("Kim C[redacted]"), she tells me that there has not been a resolution. She does not return my calls and I always have to be the one to reach out to them. It has been three or four weeks since I lodged my complaint with PNC originally. My mother has been removed from my savings and reserve account now but the money has not been refunded to me. I have copies of my bank statements that have my mother's name on them as well as my own and evidence of their pre-authorized debits that they took to offset my mother's line of credit on the statements as well.Desired Settlement: I want the $2253.22 refunded to me into my savings (as cash, not credit).

Consumer

Response:

I contacted PNC Executive Client Relations today and was patched through to Kim C[redacted], the representative tasked to investigate my case. She said that she had "finished the research" and would pass the completed investigation to legal in order to make a decision. She said that if I was reimbursed for these debits (which she did not total) there would be two things that could pose a problem. One was that there is a tying period where I had to alert PNC to any discrepancies on my statements within forty (40) days of the day the statement was issued. I told C[redacted] that that was not fair that I would be penalized because I submitted a signature card and PNC did not follow through with taking my mother's name off my account. Second, she said because my mother is on the statements that might also pose a problem (she did not explain why). She said I should have an answer within 3-4 days, so I should hear back from her by Monday, March 7.Before I was patched through to C[redacted], "Janet" told me that a signature card was not sufficient to remove my mother from my account, and that the teller that told me this back in 2012 had "mis-communicated" with me. She said I should have closed the account and opened a new one. I told her that the signature card had taken my mother's name off of my checking account but not from my reserve or my savings.It looks like they are moving towards a decision, but I worry that they will find some loophole to not refund me that money that they should have never had the right to take. Any help you can offer me is much appreciated.[redacted]

Consumer

Response:

I contacted PNC today and spoke with a representative (Kim C[redacted] was unavailable) and she said that the most recent developments (yesterday, Sunday, March 20) were that they would issue reimbursement for up to 1 year (whatever that means) and that I would need to "give confirmation" that my mother made no withdrawals on the savings account after signing the signature card. I asked how I would go about doing this and the representative was unsure and that I would have to speak to C[redacted]. I told her that I used the savings account for making deposits and only made transfers to my primary checking account (which my mother did not have access to after the original signature card). I also told her that my mother would logically think she had no access to my account after she signed the original signature card. She transferred me to C[redacted]'s voicemail and I left a message telling her the above information and to return my call.I was given one reference number: The PNC investigation number is [redacted]. There was a second reference number for my complaint through the Revdex.com, but I was not given it.

Consumer

Response:

I called PNC today at 2:45 PM and spoke to Kim C[redacted]. I told her that I was to offer confirmation that my mother never made any withdrawals on the account after she signed the signature card by another representative. C[redacted] told me that this was not the case and that she (C[redacted]) had to do extra research to establish this fact. Upon establishment C[redacted] told me that she would submit the request for reimbursement for all pre-authorized debits taken as offset for my mother's line of credit today and that I would receive my refund of $2253.22 into my savings account one week from today at maximum. This credit should appear in my Virtual Wallet and I should receive a phone call from her when the request is completed.

Business

Response:

PNC spoke with [redacted] on April 4, 2016, and considers this matter addressed.

Consumer

Response:

I checked my bank account this afternoon to see that a "reverse loan payment" of $2567.06 was posted to my savings account. Kim C[redacted] called me a short while later to say that this amount is the total of all offsets taken from my savings from all of 2015 plus the one offset that was taken out in February of 2016. The most recent statements for all accounts on my virtual wallet have only my name on them.

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 or about January 9, 2016, we applied for a mortgage with PNC Bank to purchase a condominium. We obtained a fixed, locked in interest rate of 3.75%. The locked rate was good until March 9, 2016. We were scheduled to close on 2/26/16. We received numerous documents confirming the fixed, locked in rate. On February 18, 2016, we were advised that the interest rate had increased from 3.75% to 3.875%. When we asked why the rate had increased, we were advised that the condominium we were purchasing was "unwarrantable" because of a slip and fall claim made against the condominium association. The loan officer acknowledged that the condominium association, The [redacted] has $1 Million in insurance to cover this slip and fall claim, but the underwriters made the determination that it was nevertheless "unwarrantable". Until we received the phone call on 2/18/16, we were never advised either orally or in writing that this was a possibility, despite that fact that the loan officer knew from the outset that we were purchasing a condominium. Because we had no alternative but to proceed, we closed on 2/29/16. We believe the Bank used this minor slip and fall claim to unjustifiably raise our interest rate. Although the payment only increased by $26.61 per month, over the course of the 15 year loan, the total would be $4789.80.Desired Settlement: We want the interest reduced to 3.75% -- the rate we locked in -- and we want reimbursed for the additional interest on the loan until the time of readjustment.

Business

Response:

Response was issued to customer in writing.

Review: I went in a Pnc Bank in [redacted]Pa after being referred by a friend to get a account with them as it was more convenience fro me. So I set up the account I believe it was sept 28th or 29th. I gave her my Id and told her that I recently move so my current address is different from whats on my card.She said that would not be a problem.She then set up everything and told me that I would receive a card in the mail within a week. She asked me if I wanted to use my own pin which I said yes and gave to her. On 10/03/15 I deposited money in the account,that same evening my card came in the mail.I tried to activate my debit card with the same pin I gave the lady @ the PNC Branch but it kept on saying it was incorrect. I call Pnc cust.service and they told me they would reset the activation and if it doesnt work go to the location in [redacted],they would be able to reset the card so I can use it. So I went to the [redacted] location. The guy there asked me for Identification and I gave it to him. He told me that he could not do anything because the address they have on file is different from my drivers lisence.I told him that I had recently moved and explained to the lady prior to setting up the account and she said it would not be a problem. He then said that he could not do anything and I could go to the DMV and change the address because they have had instances of fraud. I went to explain that I just deposited money in the account, I gave you my social,and I can show proof through my email I live at the address. he then told me to wait and went into a room for 10 mins. H ecame back and proceeded to fix my card. After 2 attempts he told me the card was no good. I was able to withdraw some money as I needed it for a birthday party my son is attending.I called PNC Cust service and explained my frustration. They told me that the guy at the branch should have not said that as they only verify I am who I am and He was given a state Id. The lady told me the card was active and she doesnt know why he saidDesired Settlement: I want them to call me and apologize for the way the matter was handle. I am a 1st time customer and the experience so far is not good at all. The customer Rep,tried to give me the number to call to a different branch to set up a appointment to get a different card. I work in customer service myself and when a customer calls in a complaint I dont tell the customer to go fix the problem themselves. Then what would be the reason for calling Customer service?I want a new debit card & apology

Business

Response:

Tell us why here...PNC Bank, N.A. responded to Mr. [redacted] on November 5, 2015 and considers that matter addressed.

Review: After many attempts to modify my mortgage 6yrs ago during the housing market crash, I felt as if I had no other option than to file for chap 13 bankruptcy TO KEEP MY HOME. I successfully completed the 5 year payment plan without incident. However, a little more than halfway through, PNC sent out a letter stating that my mortgage was going up because THEY somehow hadn't run an escrow analysis on my account in over 2yrs and once they did, they realized it had a shortage. The court allowed this increase to cover the shortage so that when I was done, there would be no further issues. On September 18, 2013, the bankruptcy court sent out "MOTION TO DEEM MORTGAGE CURRENT" to PNC and a copy was sent to me. On September 27, 2013 my bankruptcy was DISCHARGED and I was told that I had to resume paying PNC Mortgage myself beginning with October's payment.When I called PNC to ask the amount of my payment, they gave me the wrong amount, which was higher than what was due and told me that I was making June's payment! When I inquired about my escrow account they told me that it was still more than $2365 past due! After speaking with multiple people on various days, I was finally told that I "had to just wait on (them) to get (their) paperwork in order" and they can not give me ANY idea on HOW LONG that may take! But the lady did congratulate me on successfully completing the chap 13...I do not think that it is fair that PNC continues not to handle my account properly and on time when they expect me to pay them on time! I never would've filed chap 13 if PNC would've worked with me then (I only had 4 accounts in chap13) and I feel as if they are screwing me over AGAIN now! By dragging their feet and taking their sweet time to correct my account, I am FORCED to make a $1430 payment to them when I already have a lender ready & willing to give me a $1186 payment; but the new lender doesn't want to put me in a situation where PNC says I still owe them so we're waiting on the account records to update.Desired Settlement: DesiredSettlementID: Other (requires explanation) So many of my neighbors have lost their homes and I am fighting to keep mine. All I want PNC MORTGAGE to do is to QUICKLY CORRECT their records so that I can refinance my home with a mortgage payment that is more affordable. My bankruptcy is discharged yet I still feel as if I am a financial prisoner. I just want to be comfortable in my home.

Business

Response:

PNC Mortgage is resolving the issue and sending the customer a written response. Customer did not sign an authorization.

[redacted] 11-14-2013

Review: I went to a PNC ATM located inside of [redacted] on 2.1.16 and typed in $260.00 for my withdrawal amount. The ATM gave me $240.00 and I called PNC customer service to explain what happen and they gave me a provisional credit for the $40. They then took $40 out of my account on 2.29.16 it was a reversal provisional credit stating that I had received the $260 in total that was a lie if I don't get my money back in my account no later than 3.31.16 I will be withdrawing my money from this financial institution and I will make sure that I post my situation so that others want encounter the same problem. I consider this theft and I will be contacting the police to file a complaint for PNC stealing money from a customer. I have no time for a bank to steal money from me. I don't make a lot but my few pennies I work for I don't expect my bank to steal from me. Not happy with PNC about this matterDesired Settlement: Refund my $40 back to my account and don't ever let this type of mess take place again. Money should be put back no later than 3.31.16

Business

Response:

PNC Bank, N.A. responded to [redacted] on March 15, 2016, and considers this matter addressed