PNC Financial Services Group

In January of 2020, my wife and I had a credit card and a personal loan through PNC. We decided to meet with the representative, Ms. Futch, in the Murphy, NC branch to try and consolidate our payments for the two debts into one. Ms. Futch advised this shouldn't be a problem and that while we were waiting on the final decision to not make payments to our credit card or personal loan. On March 25, 2020, we spoke with "Brenna" in the loan department and was advised that our March and April payments had been deferred for the new loan. During this time, the credit card department "dinged" us for January and February as being late payments which went on our credit report. Once we learned of this, we went back to the Murphy Branch to meet with Ms. Futch. She immediately started apologizing and said she would do whatever she could to remedy the situation. She said that all of PNC's lines were recorded so every phone call she made and vice-versa could be reviewed to show that we were in the right...that we were told not to make those payments. We were put in touch with Cory Oberthaler at Executive Client Relations and recorded his conversation. He advised he would get this taken care of. We didn't hear anything back for quite some time and noticed the late payments were still on there. We have written to PNC several times only to get a response that they couldn't do anything, that it was the credit bureaus responsibility to take it off. We have written to the credit bureaus only to receive the response back that it was PNC's responsibility. We tried Credit Saint in order to have it removed to no avail. We went back to the Murphy Branch only to find out that Ms. Futch had left the company. We were directed to the Senior Branch rep that put us in touch with Lisa Matlis at Executive Client Relations that promised us she would review the case. We haven't heard anything from anyone in that division about our case. We have perfect credit and have never had any late payments until PNC dropped the ball. I don't know if there are attorneys that mitigate issues like this but we are in the market to find one as we take our credit very seriously. We still have all the documentation Ms. Futch gave us and recordings of our conversations which would be useful. In case everyone in EC Relations has forgotten who we are, this is Shawn and Lisa Smith. You have our contact information if you need to reach out to us for our PII to have the mistakes removed from our credit.

I work at a junior high school and so I don’t get paid in the summer. I recently mailed a check to a medical provider for a payment in my account and dated it for 9/1 as I explained this was my first pay day after the summer break. The medical provider accidentally deposited my check when they did a bulk batch deposit. The check was allowed to post to my account and over drafted my account. I also incurred an overdraft fee.

I immediately called when I noticed on Saturday August 12th. I spent a while in the phone first with the medical provider then cabled PNC. The bank rep was very apologetic and said the check should not have posted. She reversed the OD fee and said that the check should reverse automatically in a business day because the funds weren’t there and it would go back to normal.

I waited until Tues to call back and report that the check did not reverse. They apologized again and said they weren’t sure why that was happening and we needed to open a dispute. I was told it would take 3-5 business days and when I expressed that was too long, the rep submitted and said “ma’am it’s actually only 3 business days.” I still was concerned because I needed to deposit what little money I had on hand to pay online bills and couldn’t do that so long as the account was negative. He gave me a number to call. The next rep understood, apologized and said she’d try to expedite. After a short hold she explained that she had been told by her boss that was not possible because I was disputing a check. I was pretty bummed but there was nothing left to do. This was Tuesday…3 business days would have been last Friday.

Friday came and went…no change. I called after school at approximately 3:30 another rep told me this was terrible and he wanted to make sure this was handled and said he escalated it upward and someone would call. I expressed that I was frustrated and not living the idea of waiting again for someone to call. And since it was Friday I doubted I’d hear back before Monday which meant another weekend without funds. He said this was an urgent matter and he wouldn’t be surprised if someone called me that afternoon or even Saturday because PNC will want to fix this.

No call Friday afternoon. No call Saturday. No call today, Monday the 21st.

Last Friday I posted on Facebook that I’d been a ONC customer for a while but was looking to make a switch and wanted to know what my friends recommended. A PNC page commented and told me to PM them as they didn’t want me to switch. I did on and explained ii detail why I was frustrated. Again…”we are so sorry and understand…let me escalate”

I have finally reached my patience threshold. I filed a complaint with my state governing agency that oversees banking institutions in Illinois. I mentioned in the PM’s that I was tired of waiting and filing a complaint and that nobody was calling me back.

Within minutes of sending a screen shot of my report I was filing, I got an email. Not a call. Not a voicemail. The email is from a rep at PMC who claims she has been trying to call me to discuss. This is an absolute lie. I also sent her a screenshot of my incoming call log to my cell phone which is my only phone and the number I provided their reps. No record of a call.

I called back less than 5 minutes after I got the email at the direct line she provided. It went straight to voicemail. I have left a voicemail and replied to her email with my own email.

My account remains unusable.

I am waiting for my upcoming payroll check to go into my account then I’m closing my PNC account and going to INB.

I want to see the call log where Lisa Matlis attempted to call me as she stated in her email. I also want the check reversed as promised. I will close my account following my final deposit on 9/1.

A response has been mailed to Ms [redacted] , however, since we do not have an authorization on file to release loan information the Revdex.com we were unable to forward you a copy Please provide a signed authorization and I will forward you a copy of our response

2-10-- JLH- Letter mailed directly to client with resolution

Please see attached response mailed to Mr [redacted] on 4/24/

On Wed, Feb 11, at 4:PM, I have responded directly with the client regarding the issue A letter was mailed today, The case is closed on the Revdex.com website so I can not update that this was done Not sure if there was a authorization to respond with details to the Revdex.com Thanks [redacted] Executive Client Relations Specialist [redacted] ***Ph# ###-###-####Fax# ###-###-####

I have contacted the customer and the complaint was resolved on March 26,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Mr [redacted] from PNC BANK contacted me and resolved the situation.Regards, [redacted]

2-12-- JLH - Please see attached response to client

10-9- *** PNC Bank has spoken to the customer addressing the concerns for this case

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank You for looking at my letter I believe someone found after several times reviewing my escrow, that PNC inherited the mistake that [redacted] made, prior to selling to PNC It did take several times, but eventually they finally have found the error! My payment still went up a little bit (fixed rate mortgage), but I thank PNC for finally persisting, and finding where the error was made with [redacted] *** Many thanks to all who have spent time on this! Regards, [redacted]

We spoke to the client and resolved her complaint.Thank you, [redacted] Executive Client Relations

PNC has investigated the customer’s complaintPNC requested additional information from the customer regarding the dispute, however, all of the requested information was not provided Therefore, based on the information available to us, the customer’s dispute was deniedAs a courtesy, $in fees were refunded to the Customer The customer continued to use her Account after the filing of the Revdex.com complaint We attempted to contact the customer in order to confirm her request for Account closure, however, we were unable to reach her Therefore, the Account remains open at this time until we receive further communication from the customer

March 16, 2015I spoke with the customer on March 13, and reviewed the account’s transaction and overdraft history with herI explained to the customer the features of Overdraft Coverage as well as how items post to her AccountProvided a courtesy refund in the amount of $The customer was satisfied with our resolution and needed no further assistance.Thank you, [redacted]

3-3-JME In regards to complaint # [redacted] for [redacted] *** PNC has spoken to the customer and addressed the concerns expressed in this complaint on 3-3- The Revdex.com did not provide a signed authorization form with the Revdex.com Customer Complaint

2-27-- JLH - Issue has been resolved directly with client Letter mailed directly to client

There is no signed authorization to release information and PNC is responding to the customer in writing ***

February 4, 2015Dear Ms***,PNC has worked directly with the customer to resolve his concernPlease feel free to contact me if you have any questions regarding this matter.Sincerely, [redacted] OfficerExecutive Client RelationsEnterprise Escalation Group

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [This issue was not solved directly with me as stated by the PNC representativeThey left a voice mail claiming that it was resolvedMy account was credited $after the complaint was issued, not $as stated by the PNC rep] Regards, [redacted]

PNC Bank received the complaint for Mr [redacted] on November 03, We have evaluated the information and spoke to client to address his concernsWe do not have written authorization from Mr [redacted] to respond to your officeShould you have any further questions, please feel free to contact me at ###-###-#### Sincerely, [redacted] Executive Client Relations PNC Bank