ComplaintsforPNC Financial Services Group, Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PNC illegally withheld my funds that had been allocated and paid out to an assigned payee. This action resulted in significant financial and personal hardship, causing me to incur a debt of over $10,953 and necessitating a relocation that cost me in excess of $21,000. Another occasion, I reported fraud committed by a merchant to PNC. I called PNC to report the fraud and cancel my card. I was assured by PNC representatives that the fraudulent company would be unable to make further charges on my account. However, PNC paid the fraudsters, overdrew my account, and despite my numerous phone calls to report this issue and provide evidence, including recorded conversations, my calls were met with mockery, disrespect, and outright dismissal by PNC's phone representatives. No corrective action was taken, and my account was closed with a negative balance. On more than 3 other occasions, PNC withheld funds from checks paid to me, in violation of Federal Reserve regulations. Some of these holds lasted more than seven days. Repeated calls to PNC's customer service resulted in being hung up on and receiving inconsistent explanations, This illegal withholding of funds caused me to accrue late fees, negatively impacted my payment history with certain providers, and prevented me from obtaining necessary medical treatments. After the last incident of PNC withholding a check paid to me, I filed a complaint with their "Client Relations" department. In retaliation, PNC blocked my access to the PNC banking app and closed my account without notice. The actions of PNC Bank have caused me significant financial and personal hardship. I have repeatedly contacted PNC's customer service regarding these issues and received no meaningful response. While I cannot share screenshots publicly due to the nature of this complaint, I am willing to provide supporting documentation privately to the Better Business Bureau, the Federal Reserve, and PNC Bank.

  Business response

  07/23/2024

  July 23, 2024
  
  RE: Better Business Bureau – Case Number ********– ********** ******
  
  Dear Better Business Bureau (“BBB”),
  
  PNC Bank, National Association (“PNC”) is in receipt of the complaint for the above referenced client. We thank our client for the chance to learn more about their experience and appreciate the opportunity to address any concerns.
  
  Our valued client brought this matter to our attention through another channel, and a member of the Executive Client Relations team at PNC is already working to resolve the concern. Our client’s experience is a top priority. We contacted the customer on July 22, 2024, and will continue working directly with our client to address the matter promptly. A final formal written response will be provided to our customer no later than August 13, 2024. To protect our customer's privacy, we cannot share further information concerning the details of our response. However, our customer may use their discretion in sharing our response directly with you.
  
  Please be assured that it is our goal to provide a high level of service to all our customers. Do not hesitate to let us know if we can assist further regarding this matter.
  
  Sincerely,
  
  Natalie W.
  Executive Client Relations
  
  PNC Reference Number: ************

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No resolution has been reached. I have received 3 phone calls stating they are aware of my complaints, however at this time no resolution has been provided. I will notify the proper authorities and the BBB when we have reached a consensus. 

  
  Regards,
  
  ********** ******

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made a deposit of $1100 via their outside ATM on Sunday 7/21 at 2:59pm. Inital deposit was $800 in all 20s, then I selected to add more cash, I added $300 in hundreds. The machine only recorded $900 total. I immediately selected for the machine to return my cash and it didnt! Instead it printed a receipt and said it could not return my cash and to contact my bank! Called the customer service line who said they would open up an investigation that takes 10 business days! Who can wait 10 business days! I have my mortgage payment coming out of this account! Went inside the branch this morning, spoke with Karl who seemed to insinuate that I should stop using the outside ATM. How about shut it down? That thing was out of order for months and now its working? Nope! Karl said he contacted his higher ups who also said there was nothing they could do? How about a provisional credit while your stupid machine gets looked at? I know the money is in the stupid machine! I am so upset and mortified that my $1100 is gone. Absolutely distraught. Can't the cameras from the ATM be pulled? Something??? The bank rep looked at me as if I were lying. I felt like the criminal when in fact they stole my money and now my mortgage will not be paid. This bank is blocks from my home and I have been with them for years but this a huge loss that I cannot take. Someone please help!

  Business response

  07/31/2024

  July 30, 2024
  
  RE:      Better Business Bureau – Case Number ********– ******* ******
  
  Dear Better Business Bureau,
  
  PNC Bank, National Association (“PNC”) is in receipt of the complaint for the above referenced client. We thank our client for the chance to learn more about their experience and appreciate the opportunity to address any concerns.
  
  On July 23, 2024, we addressed this issue directly with the client by telephone. To protect our client’s privacy, we cannot share further information concerning the details of our response. However, our client may use their discretion in sharing our response directly with you.
  
  Please be assured that it is our goal to provide a high level of service to all our clients. Do not hesitate to let us know if we can assist further regarding this matter.
  
  Sincerely,
  
  Natalie W.
  Executive Client Relations
  
  PNC Reference Number ************
  

• Initial Complaint

  07/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since June 8, I have made three attempts to visit the Olney PNC branch to close my checking account. Despite my efforts, I have been unable to complete this task. During this time, I have been continuously charged a $25 account maintenance fee, which is particularly burdensome for me as a senior citizen. This fee is too high and has added to my frustration with the situation. I am told to come back another time to close the account. The manager at the branch refuses to help me.

  Business response

  07/23/2024

  July 23, 2024
  
  RE:      Better Business Bureau – Case Number ********– **** *****
  
  Dear Better Business Bureau,
  
  PNC Bank, National Association (“PNC”) is in receipt of the complaint for the above referenced client. We thank our client for the chance to learn more about their experience and appreciate the opportunity to address any concerns.
  
  On July 23, 2024, we addressed this issue directly with the client by telephone. To protect our client’s privacy, we cannot share further information concerning the details of our response. However, our client may use their discretion in sharing our response directly with you.
  
  Please be assured that it is our goal to provide a high level of service to all our clients. Do not hesitate to let us know if we can assist further regarding this matter.
  
  Sincerely,
  
  Natalie W.
  Executive Client Relations
  
  PNC Reference Number ************

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is to inform others of how PNC bank conducts business and to ensure that their corporate officers are aware of instances such as this one. Further this is a formal complaint requesting immediately release of the funds held for what they deemed a “security hold.” From a business transaction, I was provided a cashier’s check drawn from PNC bank. On July 15, 2024, My fiancé’ and I was told by the banker at PNC on Bridford Parkway in Greensboro, NC that a 2% fee of the total check would be charged to cash the CASHIER’S CHECK. This was a major concern because the amount to cash it would exceed $2,000.00. We voiced our concerns and the banker shared that opening an account could present as a better choice.The credits from this deposit were made available the next day. (Tuesday July 16, 2024) On the following day (07/17/24), my fiancé and I elected to make a wire transfer from this account to our Navy Federal account. The original goal was to transfer an amount and not the entirety. We went into the PNC bank in Friendly Center in Greensboro, NC and sat with a PNC Banker. When we sat down we felt like we were already being profiled. We shared we wanted to make a wire to an external account. The banker looked into our account seemed to be looking for a reason to not make the transfer. He looked up at us like we couldn’t do the wire. He immediately said “oh we got to verify the funds as if we had done something wrong. At this point he was profiling. After his actions we elected to close out the account and transfer all credits form the account. The wire was processed and due to our wanting to close the account out a security hold was placed on the account. This was done without the bank telling us and without any documentation to support their actions. There was no communication provided that an issue presented with the transfer being held by the Clearing House Interbank Payment System. So, the unlawful conversion of the credits are being held by PNC Bank.

  Business response

  07/23/2024

  July 23, 2024
  RE: Better Business Bureau – Case Number ******** - ******** ********
  Dear Better Business Bureau,
  PNC Bank, National Association (“PNC”) is in receipt of the complaint for the above referenced client. We
  thank our client for the chance to learn more about their experience and appreciate the opportunity to
  address any concerns.
  Our valued client brought this matter to our attention through another channel, and a member of the
  Executive Client Relations team at PNC is already working to resolve the concern. Our client’s experience
  is a top priority. We contacted the client on July 22, 2024, and will continue working directly with our client
  to address the matter promptly. A final formal written response will be provided to our client no later than
  August 23, 2024. To protect our client’s privacy, we cannot share further information concerning the
  details of our response. However, our client may use their discretion in sharing our response directly with
  you.
  Please be assured that it is our goal to provide a high level of service to all our clients. Do not hesitate to
  let us know if we can assist further regarding this matter.
  Sincerely,
  Jennifer G.
  Executive Client Relations
  PNC Reference Number ************

  Customer response

  07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I vehemently do not accept PNC Banks response. It is a scripted general response. There is a difference in acknowledgement and resolution. I seek resolution. PNC Bank is stating that they only acknowledge that a formal complaint was lodged against them. That is not an effort to resolve this matter. I have made formal complaints to several different regulatory agencies about this issue and PNC offers the same general response to each of them. As on today 07/26/2024, I have not received any documentation from PNC to support the THEFT of credits/funds from the wire transfer. I am told that PNC will need additional time to make up a reason for their inept actions. It appears that they have no lawful reason to hold the wire but need more time to concoct a reason. This is where I report them to the IRS as a whistleblower and ask the IRS to audit them. This may help myself and others who are experiencing their unlawful acts. Additionally, their actions are now criminal; and can be defined as theft by unlawful conversion. Theft by unlawful conversion, also known as conversion or criminal conversion, occurred when PNC Bank obtained my property or funds through a legal agreement and then uses it in a way that violates the agreement. The wire transfer was held by PNC Bank outside of any contractual documented agreement with me. All use of funds, interest and fractionalized banking is without my permission. They have shown discriminatory behavior in more than one instance dealing with this specific issue. All the conversations in effort to resolve this matter has been recorded. The aka “case manager” ask me if I knew how it looked to open a new account and then make a large withdrawal two days later. DISCRIMINATORY.  This bank should loose their charter. They are not practicing and conducting ethical business. I seek their written policy to address how its lawful to steal from the account holder. How can 30 plus days be justified for a security hold? What is being investigated? The bank has been provided with the linage of the funds. They know the origin US Treasury and the funds are traceable and justified. The bank now wants to question the US Treasury on the return of which is not their business. This is how PNC does business. The bank is attempting to come up with a reason outside of their jurisdiction to justify their THEFT. There 30 day investigation is a probe and not banking! 

  
  Regards,
  
  ******** ********

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my second request to better business regarding PNC Bank I have received a flyer from PNC to open an account 4 times to my home address of *** **** ***** ****** ** *****. Dates of 1/2024 and. 3/2024 5/2024 and 7/2024 every 2 months regularly. I requested to have this flyer stop coming to my home address . My first request was dated 5/3024 request ************* ******** was answered by ******** ****** Dispute resolution direction that this request can not be processed because it is outside of BB complaints guidelines. Then again on 7/12/2024 i received yet another flyer to open an account. I am confused why PNC can not stop sending this flyer from coming to my house to open an account. I keep getting flyers from them. Why is it outside of BB guidelines. PNC should be made to opt out my name from their mailing list. Other companies have done this for me. Thank you.

  Business response

  08/01/2024

  August 1, 2024
  RE: Better Business Bureau – Case Number ******** – ***** *********
  Dear Better Business Bureau,
  PNC Bank, National Association (“PNC”) is in receipt of the complaint for the above referenced client. We
  thank our client for the chance to learn more about their experience and appreciate the opportunity to
  address any concerns.
  On July 31, 2024, we addressed this issue directly with the customer by telephone. To protect our
  customer's privacy, we cannot share further information concerning the details of our response. However,
  our client may use their discretion in sharing our response directly with you.
  Please be assured that it is our goal to provide a high level of service to all our clients. Do not hesitate to
  let us know if we can assist further regarding this matter.
  Sincerely,
  Chantise M.
  Executive Client Relations
  PNC Reference Number ************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a closed equity loan account through PNC. I pay it every month yet they continue to call me every month, often less than 1 week after my last payment. They now are calling me weekly and every time I attempt to answer they hang up. I would like to stop being harrased by these calls. I was told by an agent and asked it to be noted on my account for calls to stop unless I missed a payment which she stated that she did. Calling and hanging up is harrassment and an unprofessional business practice.

  Business response

  07/31/2024

  
  July 31, 2024
  RE: Better Business Bureau – Case Number ******** – **** *******
  Dear Better Business Bureau,
  PNC Bank, National Association (“PNC”) is in receipt of the complaint for the above referenced client. We
  thank our client for the chance to learn more about their experience and appreciate the opportunity to
  address any concerns.
  On July 22, 2024, and July 31, 2024, we addressed this issue directly with the client by telephone. To
  protect our client's privacy, we cannot share further information concerning the details of our response.
  However, our client may use their discretion in sharing our response directly with you.
  Please be assured that it is our goal to provide a high level of service to all our clients. Do not hesitate to
  let us know if we can assist further regarding this matter.
  Sincerely,
  Jennifer G.
  Executive Client Relations
  PNC Reference Number ************
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since March of 2024. I explain to my personal bank which is PNC about certain charges that were occurring on my account from hertz rentals I explain everything that was going on about additional charges/holds on my checking account that hertz were doing i explained that hertz weren’t supposed to put weekly holds on my account they were only supposed to charged $279 weekly because of the Uber car rental program I enrolled in..instead they were charging the weekly rate plus an additional $279 hold for 5days and won’t release the funds until the night before or the day before I have to pay again which it was causing me to lose money..Example: hertz will charge me $279 on Wednesday clears Thursday by Friday it was another $279 hold on my account. By Wednesday morning which is next week they will release the $279 but the same day at 8pm approximately they will charge it again $279. It was like they were handing the money and I was giving it right back to them. I noticed this pattern started in late February of 2024, I started renting from Hertz since Sept of 2023 never had this problem until late Feb, I explain to PNC what’s going on can they manually remove the hold of $279 from my account the first 4 reps I have spoke to all said no which was lies. so I suggest to dispute the charges i didn’t authorize and PNC reps agreed i should..now pnc gave a temporary credit for my money back but after their investigation they said hertz didn’t do anything wrong which i throughly explained to the reps over the phone whats going and had them examine the charges they saw exactly what i was talking about, so i get letters from pnc saying they going to reverse the credits which is $925 and PNC made sure to do it all at one time those disputes was done at different times. So this left me in a really bad situation financially, virtually with no money left. I pleaded with pnc to re look at everything again because pnc won’t file disputes unless they are probable causes. It was denied

  Business response

  07/22/2024

  July 22, 2024
  RE: Better Business Bureau – Case Number ******** – ****** *********
  Dear Better Business Bureau,
  PNC Bank, National Association (“PNC”) is in receipt of the complaint for the above referenced client. We
  thank our client for the chance to learn more about their experience and appreciate the opportunity to
  address any concerns.
  On July 22, 2024, we addressed this issue directly with the client by telephone. To protect our client's
  privacy, we cannot share further information concerning the details of our response. However, our client
  may use their discretion in sharing our response directly with you.
  Please be assured that it is our goal to provide a high level of service to all our clients. Do not hesitate to
  let us know if we can assist further regarding this matter.
  Sincerely,
  Jennifer G.
  Executive Client Relations
  PNC Reference Number ************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My mother passed away on February 25, 2024. She had about $17,000 in a PNC IRA that was to be inherited by her three children. My older brother received his portion as well as my sister in mid May of 2024. I called on June 3, 2024 to inquire about when my portion would be delivered, they informed me that I needed to submit a copy of my drivers license. On June 4, 2024 I submitted my drivers license. It was received through a secure email on June 4, 2024. I contacted them again on June 17 and was referred to a representative by the name of Danielle she Informed me that everything was complete and the check would be delivered in 7 to 10 business days. On June 26, I called back and spoke to a man name Russell who told me that Danielle did not forward the message and that the check would be delivered from that point in 7 to 10 business days. I then called back on July 6 and spoke to another representative, who told me that nothing had been done the previous two times and that they will fix this and send it out. I asked to speak to a supervisor and on July 9th received a phone call from Jason Korowski from PNC IRAs. On a recorded line, He informed me that they did drop the ball, and that the check would be expedited by Friday, July 12, 2024. It is now July 19 and I have received nothing. I want it to be known that my mother was not a rich lady and a customer of PNC for over 50 years, and wanted her children to have a couple thousand dollars upon her death. This company has made this process extremely difficult emotionally and financially , and I do want to make note that any normal American, who owes the bank money and drag their feet when paying the bank that money back, the bank would be ruthless and they would come to your house or seek some sort of punishment for being delayed in your payment, however the tables are turned and the bank owes us money, but they cannot be punished this is my last resort before I refer to an attorney please help !

  Business response

  08/05/2024

  August 5, 2024
  RE: Better Business Bureau – Case Number ******** – ****** *****
  Dear Better Business Bureau (“BBB”),
  PNC Bank, National Association (“PNC”) is in receipt of the complaint for the above referenced client. We
  thank our client for the chance to learn more about their experience and appreciate the opportunity to
  address any concerns.
  PNC Bank, N.A. attempted to contact ****** ***** on July 22, and 24, 2024 via phone, and July 22,
  2024, and August 1, 2024, via email to discuss our research of their complaint and we have not received
  a response. PNC welcomes the opportunity to discuss the client’s concerns and have provided the client
  with our direct contact information. We will work directly with our client if they contact us.
  Please be assured that it is our goal to provide a high level of service to all our clients. Do not hesitate to
  let us know if we can assist further regarding this matter.
  Sincerely,
  Chantise M.
  Executive Client Relations
  PNC Reference Number ************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  7/09/2024 A customer filed a dispute saying an item that they purchased was defective/unacceptable with their bank which is PNC. Evidence was submitted on our behalf of emails that was with the buyer in which the buyer stated " they took parts off the radio they received from us and used them on the radio that they were replacing and that the sent us back the radio that we sent them missing parts which they admitted to still having with them." Other evidence of our return and refund policy was also submitted which clearly states that " return items must be in their original condition , unaltered , no missing parts to receive a refund. The representative of PNC Bank that handled the dispute neglected to exam the presented evidence , failed to honor our return and refund policy , disregarded all steps pertaining to handling a dispute and closed the dispute in the buyer's favor stating that the item was defective, that we didn't allow the buyer to return the item, and that we refused to assist the buyer. We uploaded the label for shipping the damaged item we received as a return, we sent the buyer a return label to return the item initially and that's how we came to the item not being what we sent them.

  Business response

  07/24/2024

  July 24, 2024
  
  RE:       Better Business Bureau – Case Number ******** – ****** ********
  
  Dear Better Business Bureau,
  
  PNC Bank, National Association (“PNC”) is in receipt of the complaint for the above referenced client. We thank our client for the chance to learn more about their experience and appreciate the opportunity to address any concerns.
  
  On July 19, 2024, we addressed this issue directly with the client by phone. To protect our client’s privacy, we cannot share further information concerning the details of our response. However, our client may use their discretion in sharing our response directly with you.
  
  Please be assured that it is our goal to provide a high level of service to all our clients. Do not hesitate to let us know if we can assist further regarding this matter.
  
  Sincerely,
  
  Paula S******
  Executive Client Relations
  
  PNC Reference Number ************
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against PNC Bank. Since my loan was acquired by PNC, I have been very disappointed with their customer service. Every time I call, their representatives are rude and lack the knowledge to address my inquiries about my loan. When I ask to speak with a manager, I am placed on hold, and my call is often disconnected. On my last call, which was on 7/18/2024, I was on hold for 45 minutes, but a manager never came to the phone.

  Business response

  08/15/2024

  August 15, 2024
  RE: Better Business Bureau – Case Number ******** – ******** *******
  Dear Better Business Bureau,
  PNC Bank, National Association (“PNC”) is in receipt of the complaint for the above referenced client. We thank our client for the chance to learn more about their experience and appreciate the opportunity to address any concerns.
  On August 2, 2024, we addressed this issue directly with our client by phone. To protect our client’s privacy, we cannot share further information concerning the details of our response. However, our client may use their discretion in sharing our response directly with you.
  Please be assured that it is our goal to provide a high level of service to all our clients. Do not hesitate to let us know if we can assist further regarding this matter.
  Sincerely,
  Jennifer M.
  Executive Client Relations
  PNC Reference Number ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩