PNC Bank N.A.

2019-10-16

Roseville, OH

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-10-16

Gloucester City, NJ

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have recently been made aware that PNC is forcing my taxes into escrow despite being paid in full 2nd,3rd and XXXX credit toward 4th QTR. I have provided numerous documentation in support of full mortgage and tax payment however, continued to received numerous phone calls. I would receive numerous phone calls from PNC on a daily basis on both mobile and landlines, sometimes simultaneously. I recently started a now job and work remote, on the phone. The phone calls persisted right before and during my work shift despite my request that they top. I wasn't until I sent an email to the CS department mentioning our intent to seek legal counsel for harassment, that the calls immediately stopped. This situation has caused emotional stress for myself and my family. My payment history has been consistent for the past 19 years, even the past 4 years being a PNC customer. I don't like being strong armed and threatened into having an escrow. The monies I've been sending for mortgage payments have been applied toward the escrow account despite my objections and providing supporting documentation. PNC really needs to exert the same effort in pro activity and in their so called collections. Issues of this importance should be handled in the same manner as the collection attempts, by having a discussion with the customer, paying attention to details and documents, and resolving in a mutually beneficial manner. EMAILED CORRESPONDENCE : From : XXXX XXXX XXXX <XXXX> Sent : Thursday, XX/XX/XXXX XXXX XXXX To : XXXX <XXXX> Cc : XXXX XXXX <XXXX> Subject : mortgage and tax records history hey XXXX, please see attached payment history for mortgage and taxes going back 2 years. I've never missed or been late on a mortgage payment and taxes have been paid out as they have been paid for almost 19 years. I appreciate all of the help you have provided and hank you for the contact information. I need this to be reviewed by a manager if you could please provide a name. As you will see, our mortgage payment is paid, in full with almost 1000.00 extra paid. Taxes are also current with a XXXX credit toward the 4th quarter. Can you please confirm that your records reflect the same as ours. If so, I need to understand why the escrow demand when no monies have applied toward my taxes from PNC. As discussed, I'm paying mortgage and taxes in the very same way I've paid for the past 19 years, the most recent 2 years as a PNC client. I make additional payments over and above my mortgage payment almost the entire lifespan of my PNC mortgage and have never missed or been late on payments. Again, I appreciate your help and understand that this will most likely need to be escalated to a supervisory level. In the int rem, I'd like to send in my XXXX payment. I need to make sure that this payment gets applied toward my XXXX payment and that while this situation is researched, that my account reflect current because it is. Give me a buzz if you need additional info. XXXX XXXX From : XXXX XXXX XXXX <XXXX> Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX <XXXX> Cc : XXXX XXXX <XXXX> Subject : Re : account XXXX tax history Image Sent from my XXXX, XXXX XXXX smartphone Get XXXX for XXXX From : XXXX XXXX XXXX <XXXX> Sent : Monday , XX/XX/XXXX XXXX XXXX To : XXXX <XXXX> Cc : XXXX XXXX <XXXXt> ; XXXX XXXX XXXX <XXXX> Subject : Re : account XXXX tax history Hello , did not get a response to my previous email however I did speak with XXXX XXXX from the escalation group earlier this afternoon. Please let me know if I will be hearing from someone aside from XXXX regarding the status. I will be making XX/XX/XXXX mortgage payment either tomorrow or Thursday and hope that this full payment will be applied toward my XXXX payment. In addition, I received the XXXX tax statement from XXXX XXXX which I will forward. Taxes are paid in full and up to date with XXXX credit toward 4th qtr. Please note. Appreciate your response. XXXX XXXX XXXX From : XXXX XXXX XXXX <XXXX> Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX <XXXX> Cc : XXXX XXXX <XXXX> ; XXXX <XXXX> Subject : Re : account XXXX tax history Attached please find a call log of all calls made to my home and mobile phone. I am waiting on a call from XXXX for detailed mobile phone calls, incoming, outgoing and length of time. To say the calls are at this point harassing is an understatement. Please cease all automated phone calls. I have had the numbers blocked on both my lines. As you will see once I get the records from XXXX, there are several occasions that I am on the phone with a PNC rep and another PNC rep is calling on on my other line. Also, I work remote on the phone. These calls are coming in prior to and during my shift. It distracts me from duties and I am requesting all attempts on collection cease while we try to resolve this issue. I am working on resolution with a gentleman named XXXX who works in the escalation department. I do not want phone calls from anyone other than him or a supervisor. I have owned my property since XXXX and have had 3 other mortgage companies who held the loan, issue free. I have always paid my taxes outright and have NEVER NOT paid them. I have NEVER missed a mortgage payment nor do I intend to. I have XXXX in equity in this home and have a high credit score. I have explained the circumstances numerous times to numerous PNC agents in addition to going to the XXXX branch on 2 occasions. Please do not make any changes on how my taxes are handled. My husband and I are consulting with an attorney this week in addition to looking to refinance with another company. Just so we are all on the same page, my taxes are current and have been paid in full for the 3rd QTR. since XX/XX/XXXX. My XXXX mortgage payment plus an additional XXXX was paid XX/XX/XXXX ( XX/XX/XXXX XXXX, XX/XX/XXXX XXXX ). I have documentation available for all payments. I have also requested the taxes be removed from escrow twice and been denied on both occasions. Never missed a mortgage payment in 19 years, taxes have been paid in full by the end of every year for the past 19 years, XXXX in equity in the home. Very very disappointed in the poor communications, numerous repetitive phone calls and the anxiety they create. Again, please do not have anyone other than a high level executive or supervisor call me. Appreicate your response. XXXX XXXX XXXX From : XXXX XXXX XXXX <XXXX> Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX <XXXX> Cc : XXXX XXXX XXXX <XXXX> Subject : Re : account XXXX Dear people, can you please remove the escrow account off my mortgage and have someone notate my account with detailed information pertaining to the zillion phone conversations I've had with various CR reps. Unbelievable how many calls I'm getting on a daily basis for an account that is paid in full on the mortgage and taxes. As a matter of fact, while on my normal 1 hr PNC phone call this afternoon, my cell phone was ringing in with yet another PNC rep calling about the same issue. PNC is ridiculously ineffective and almost to the point of harassing me. MY ACCOUNT IS IN GOOD STANDING AND I've owned this home for over 18 years, over XXXX in equity and NEVER missed a mortgage payment. Please resolve this and ensure that there are NO negative credit reporting on my account. From : XXXX XXXX XXXX <XXXX> Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX <XXXX> Cc : XXXX <XXXX> Subject : account XXXX Can you please remove the escrow of the taxes on my account as my taxes have been paid in full. Payment was made directly to the township XX/XX/XXXX in the amount of XXXX and the escrow check paid by PNC was returned. My mortgage payment is current with payments in XXXX in the amount of XXXX on XX/XX/XXXX and XXXX payments XX/XX/XXXX for XXXX and XX/XX/XXXX for XXXX. I have been paying an XXXX extra on the load for the better part of the past two years. Can you please review my account and apply all payments. Also, if there is any negative delinquencies reported on my credit can you please you please remove that. Appreciate your response. XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-10-16

Saint Louis, MO

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-10-16

Wadesboro, NC

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-10-16

Cleveland, OH

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-10-16

Gloucester City, NJ

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: On XX/XX/XXXX, I, XXXX XXXX received yet another telephone call from PNC Bank regarding an Student Spend Account that was opened for my son when he was approximately XXXX-years-old. Once my son turned XXXX-years-old, he and I both visited the PNC Branch located at XXXX XXXX XXXX XXXX, XXXX, PA XXXX. My son ( XXXX ) and I, XXXX XXXX completed the required documents presented to us by the PNC Bank representative to close the Spend/Student Account and to Remove my name ( XXXX XXXX ) from the account. We left the PNC Bank thinking that the Account had in fact been closed after both, my son and I signed all the documents presented to us. This attempt to closed the account occurred approximately one and a half ( 1 1/2 ) years ago in the earlier part of XXXX. The account was never closed, and PNC Bank continues to harass me, XXXX XXXX, when my son overdrafts this account that should have been closed almost 2 solid years ago. Initially PNC indicated that the Student Account would not accrue late fees. Currently, the account is nearly {$600.00} over drafted due to late fees and all sorts of other charges. I have made multiple visits to PNC Bank and I have talked to PNC Bank Managers, and all PNC Bank Representative continually tell me that both I and my son need to visit the Bank a second time because the PNC Bank Representative that initially process the paperwork to Remove my name from the Account misplaced the documents. This is nothing more that a ruse for PNC Bank to illegally charge my son Overdraft fees. Opposed to closing the account, PNC allows the account to stay open simply to collect illegal overdraft fees. Please assist me in closing the Student Account and get me name Removed once and for all from my son 's Student " Spend '' Bank Account that was not supposed to be charged any late fees. Sincerely, XXXX XXXX. XXXX
Company Response: Closed with explanation

Timely Response

2019-10-16

Springfield, TN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Timely Response

2019-10-16

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-10-15

Cleveland, OH

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Company Response: Closed with explanation

Timely Response

2019-10-15

Centerville, OH

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2019-10-15

Atlantic City, NJ

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2019-10-15

Clayton, MO

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: On XXXX I had XXXX in my checking account before a transaction processed for XXXX for {$15.00}. Afterwards I had {$5.00} in my account. I withdrew {$140.00} and that over drew my account. On XXXX XXXX I was charged two {$36.00} overdraft fees. Then a transaction went through for XXXX XXXX for {$19.00}. On XX/XX/XXXX I was charged another overdraft fee for {$36.00}. I have made several attempts to resolve this issue over the phone and through the member message center but I was told that the XXXX XXXX transaction was processing when the XXXX charge went through so they charged me an overdraft fee for the XXXX charge and the withdraw. Then when the XXXX XXXX payment processed they charged me another overdraft fee for it. I had enough money in my account to cover either the XXXX transaction or the XXXX XXXX transaction but since XXXX XXXX was pending when the XXXX Charge went through I was charged an overdraft fee for both transactions plus the withdraw.
Company Response: Closed with explanation

Timely Response

2019-10-15

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-10-14

Gloucester City, NJ

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: My wife and I sent a letter to the mortgage company ( PNC Mortgage ) dated on XX/XX/XXXX, sent via United States Priority Mail asking the mortgage company to correct the problem. We received a letter dated on XX/XX/XXXX, stating that we were still obligated to the loan. My wife and I were not borrowers in the loan modification that was filed in XXXX, but my son was the only borrower on the loan modification.
Company Response: Closed with explanation

Timely Response

2019-10-14

Brownstown, MI

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-10-14

Silver Spring, MD

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: Company : PNC Bank. Please see the attached letter sent to PNC bank on XX/XX/XXXX detailing the event in question. Since that time, I have been in contact with XXXX XXXX XXXX, Executive Client Relations Representative at PNC Bank. Her contact information is as follows : ( p ) XXXX ; ( f ) XXXX ; XXXX. Unfortunately, PNC has declined to reinstate the funds to my account, or even inspect, reprimand, or manage the PNC account holder that scammed me. On Thursday, XX/XX/2019, as instructed, I deposited {$1400.00} into a PNC account holders account by the name of XXXX XXXX ( Account # XXXX ). Subsequently, correspondence between the landlady and I became less frequent. She stopped responding to my emails and texts altogether, and never fulfilled her part of the agreement in sending me the keys and particulars to the unit. It is now evident that I have fallen victim to a scam. I was left devastated and, quite honestly, humiliated with no place to live only a few days before starting a new career. I have had to freeze my credit, open new banking accounts, credit/debit cards etc. The process has been exhausting, frustrating, and costly. PNC Bank has declined to look into the account that scammed me and further, declined my request to reinstate my funds after what they called a " thorough investigation. '' PNC indicated that my request was declined because of the policy that is signed by the account holder indicates that PNC is not at fault for these types of incidents, citing that the policy states that I " particpated '' in the nefarious transaction, even if unaware, as I deposited the funds willingly into the account. A significant point to consider - I was not a PNC account holder at the time I deposited these funds, nor was I ever previous to the transaction. I did not open an account with PNC until XX/XX/2019, so why is it that PNC is applying such terms to its rationale as to not return my funds? PNC has a responsibility as a financial institution to monitor and prevent fraud and the institute is outwardly denying adamantly to even investigate or contact the account holder. I am perplexed at how, me, as an outsider who was not an account holder at the time ; hence not signing or agreeing to any terms, is now being held to an agreement. Even more so, I am disappointed in PNC 's negligence and insouciant stance towards blatant fraudulent behavior. I can provide any and all documents upon request, including all email/text correspondence between the scammer and myself. Please feel free to reach me via phone at ( XXXX ) XXXX or email : XXXX. Thank you,
Company Response: Closed with explanation

Timely Response

2019-10-12

Berkeley, NJ

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-10-12

Grosse Ile, MI

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XX/XX/XXXX, PNC Bank paid a check to my account for {$270.00} which caused my account to overdraft. My account does NOT have overdraft protection. The check should have been returned unpaid. PNC then required me to make a deposit to the account to cover my negative account deposit. Also, this check was not a valid check since I did not sign it or authorize it. Attempts to recover the {$270.00} from the bank or the payee have been unsuccessful.
Company Response: Closed with explanation

Timely Response

2019-10-11

TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I have called PNC bank over the years and they state that their company policy is they will never send paper copies of mortgage statements. I am trying to refinance another loan and I need a statement but PNC is refusing. to compound the problems I have tried logging into pnc.com to get a statement but it has not been working for a month. Their help desk is refusing to do anything to assist me with getting my loan information
Company Response: Closed with explanation

Timely Response

2019-10-11

DE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The complaint is with PNC bank my mortgage company my two rental homes in Pennsylvania I have told them so many times that I can not pay the mortgage on the first because the way the money comes in I was never late I pay my mortgage around the XXXX XXXX or XXXX of each month and I still get calls and a statement showing the month that they saying its behind which is not because of the grace period time Until the XXXX of the month on top of that they send me a statement of the next month that is due on XX/XX/XXXX ... I think this is an harassment its not helping the customer and the situation ... Thank You
Company Response: Closed with explanation

Timely Response

2019-10-11

Newark, NJ

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: On XX/XX/2019, PNC Bank was provided with illegal garnishment papers from a XXXX XXXX XXXX on behalf of XXXX XXXX XXXX, who through illegal channels and without proper written notification to me filed documentation with Superior Court of New Jersey, XXXX County, Special Civil Part. PNC Bank is insisting on holding the funds in my account until I resolve the issue of this illegal garnishment.
Company Response: Closed with explanation

Timely Response

2019-10-11

Fort Lesley J Mcnair, DC

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-10-11

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We took out a mortgage refinance ( Texas equity loan ) XX/XX/XXXX with XXXX Bank as the lender. The loan amount was {$230000.00}. The loan was transferred in XXXX or XXXX of this year XXXX to PNC Bank. I do not know exactly when the servicer changed as I did not receive any communication of the servicing transfer. I received a new mortgage coupon book at the end of XXXX ( there was no additional details with the coupon book ). The flood insurance was due ( XX/XX/XXXX ), our property is located in a flood zone and escrowed with the monthly mortgage payment as required by law. I was notified by my insurance company the flood insurance had not been paid by XXXX. I then called PNC bank, On XXXX I was told the flood would be going out soon, by their customer service. During the call the customer service rep asked how I planned to cover/repay my escrow account. I explained to the rep, my flood insurance is escrowed with my mortgage payment and there shouldn't be anything else required from me. The rep indicated that at the end off XXXX PNC bank had paid my home owners insurance in the amount of {$2700.00}. My home owners insurance is not supposed to be escrowed. I signed and returned documentation XX/XX/XXXX with the original loan docs that only flood would be escrowed and I would pay separately the home owners insurance and property tax. I paid my homeowners insurance myself at the end of XXXX. This meant the homeowners insurance company was paid twice. I told the rep, they should contact the insurance company to obtain the payment they sent out in error. To which they indicated it was now my problem and I would need to get the duplicate payment repaid to me by the insurance and then turn around and send PNC a check back. They also explained that they would have to review the loan to check if it was eligible to have the home owners insurance account removed. I explained there was only suppose to be flood insurance escrowed, to which the response has been they show the loan previously had an escrow for home owners which is not the case. ( XXXX only escrowed for flood ). On XX/XX/XXXX received a letter from PNC that indicated they would remove the home owners insurance once I paid them {$2900.00} which is actually more than they paid out in error on the homeowners insurance and signed documentation requesting to remove the escrow for homeowners. Additionally the letter indicated the new payment would be {$1500.00}. Which is not correct, the loan is supposed to be a 30yr fxd with a P & I payment of {$1100.00}. The flood premium is {$970.00}. Which means the total payment should be {$1200.00} approximately. I contacted PNC again, to which the response was send in {$2900.00} and they will then review the loan to determine the payment. I sent on XX/XX/XXXX to PNC cashiers check for {$2700.00}. I do not see why I would send them more than the amount they sent out in error. I contacted PNC last week, to which the response has been they have not processed the review of the loan. I do not know if it was because it was not the {$2900.00} they requested in their letter or because I am not willing to sign additional documentation requesting they remove escrow for home owners insurance that should have never been set up.
Company Response: Closed with explanation

Timely Response

2019-10-11

Chicago, IL

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2019-10-10

NJ

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with customer service
Complaint: so this is nOT a duplicate complaint i aalready filed this and it was returned this is NOt a duplicate on XX/XX/XXXX i was told and the call should be accessed i would have XXXX cents credited to my account. never happened. i did not ask for it it was offered details are all on the call from that day. i would appreciate the money back as promised. thank you I have called since not done. told not approved yet. well if i was told it and offered it should be done. please
Company Response: Closed with monetary relief

Timely Response