Consumer complaint received 2022-07-18
Company: PNC Bank N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Here are two e-mails that were sent to their CEO describing the complaints and follow-up issues : Sent on XX/XX/XXXX I have been PNCs customer since XX/XX/XXXX when my accounts got transferred from BBVA Compass . 

Since then, I experienced numerous problems with your customer service and most recently, have been locked out of my online banking account for more than two months with no resolution to this day. 

Two months ago, when talking to mortgage department, the representative did something on her end which got me signed out of my account and did not allow me back in. Since I did not have a phone number listed, she told me she was going to mail a PIN number via regular mail. I never received it. 

I spent 2.5 hours on the phone with PNC on Saturday to add two cell phone numbers to be able to reset my password. One phone ( that I used for 10 years ) was not recognized by your system as a valid number. I provided the second one and received a text from PNC on it. The code was provided back to your representative and it appeared that the number was added to my account, but since then, I am still unable to go through the password reset Online and keep getting a message Our records indicate you haven't registered a phone number to allow us to verify your identity when resetting your online access. 

Altogether, I spent close to 5 hours already trying to have this fixed. PNC has no right not to provide me with an access to my money, not see what is happening with my accounts, and be unable to view my mortgage activity. 

With respect to the mortgage, I had some additional issues. When my payments went up in XXXX, I contacted PNC and learned that escrow analysis done by BBVA compass prior to transfer never notified me about upcoming shortage and never provided me with options to either make a one-time payment or distribute it over 12 months, with interest. I paid the remained in full at that time and my statements went back down. Then again in XXXX I noticed another increase. When I contacted PNC, I was told it was another shortage due to insurance rate increase. However, PNC failed to notify me about it, did not provide me with an option to make one-time payment on time, and proceeded with distribution over 12 months without my consent. I made one time payment again and was told an escrow analysis will be completed and I will receive the results what the new payment would look like as well as get reimbursed for the amount I was wrongfully withheld because of the failure to notify me of shortage on time. 

Since I have been unable to access Online banking, I was unable to verify what was happening with my payments and if they were lowered after the payment. I also never received results of any escrow analysis. 

I expect both of these issues to be resolved immediately to allow me proper access to my accounts/money. I will not hesitate to take further actions against PNC if my access is not restored promptly. If your company has problems with verification via phone numbers, you should have an option for customers to use their registered e-mail instead as cell phones are unreliable ( can get lost/stolen, cell towers go down, etc. ). 

Sat, XX/XX/XXXX I am following up on my earlier complaint. It has been three months since I was deprived from my access to online banking, as I explained. I 1. As a customer, I have every right to have access to my account at any time. PNC failed to provide me with that while demonstrating the upmost incompetence and unfamiliarity with its own online banking system. I have heard numerous, inconsistent excuses ( no phone on file, no debit card, etc ) with no resolution as of today. Meanwhile, while for some reason PNC is unable to deliver PIN in regular mail, it has been spamming me with other letters, such as the attached three that arrived within one week ( dated with exact same date ). As I have not had access to my account for 3 months, whatever changes were implemented were occurring of someone elses unauthorized access. Back 3 months ago, when I noticed a strange phone number on my account, I told the customer service representative that it was an unknown number and I wanted an investigation into how it appeared in the first place to make sure there was no security breach. My request was ignored. Given repeated concerning signs in the last 3 months, I expect that within 10 days, PNC provides me with an electronic copy of the full access log that demonstrated dates/times of any access to my account along with IP address locations and entities. I also request an investigation into where the original questionable number that was removed 3 months ago appeared under my account. 

2. When my account was transferred to PNC from BBVA compass, I was supposed to have access to the same banking features as I had at BBVA, including a debit card. However, PNC never provided me with one. I expect that it is mailed to me immediately. 

3. Since my transfer, there have already been 3 incidents related to my escrow account, including : 1 ) increase in monthly payments due to BBVA/PNC failure to provide me with escrow analysis and a proper option to make an informed decision regarding one-time payment of the escrow shortage vs. distribution over 12 months ; 2 ) failure by PNC to notify me about another analysis and shortage due to insurance rate increase in XXXX ; and 3 ) failure by PNC to conduct another escrow analysis and properly reduce my monthly payment after I made a one-time payment in XXXX ( cant provide an exact date as have no access to see transactions ). As the result I continued to pay more. XXXX has investigated this and told me that the difference was going to be credited back to my escrow account, but I have no way of verifying it until my online banking access is restored. I would like written guarantee that in the future PNC will properly notify me of any shortages and will give me an opportunity to make these decisions, as I am entitled to as a customer.

Company response to consumer: Closed with explanation