Consumer complaint received 2021-03-14
Company: PNC Bank N.A.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have reported previously the security and fraudulent problem ( see attached PNC document with XXXX XXXX, the branch manager 's name appears on my mortgage document. I reported the problem to XXXX, the customer service hotline, the CIO, and COO as depicted on the institution 's website, to no avail. The security issue is appears to be a huge issue because it appears on my mortgage document as well as more than 200 other customers in the XXXX Ohio area ( XXXX XXXX XXXX of PNC XXXX. 

XXXX, OH XXXX XX/XX/XXXX To Whom It May Concern : REFERENCE : PPI Violation and SOC Incident : Mortgage Loan : The purpose of this letter is to find a resolution or file charges regarding XXXX XXXX, Branch Manager performing in role as a PNC Mortgage Officer, whose name appears as a co-owner on my mortgage documentation ( See Appendix A ). I am unsure and concerned how a PNC Branch Manager has determined and executed the alteration of my PNC Mortgage contact record and more than 200 other PNC Mortgage customers contact records for the purpose of deceiving another person ; and passing along copies of said documents that are known to be false which is a crime punishable as a felony. 

SITUATION : During the month of XX/XX/XXXX, I decided to switch mortgage insurance company ( from XXXX to XXXX XXXX XXXX. A XXXX XXXX Account Representative contacted the PNC bank regarding the change in service. On XX/XX/XXXX, I received a PNC letter thanking me for making changes to my account record. ( See Appendix A ) PROBLEM : I called the PNC Customer Services Number ( XXXX ) on two separate occasions endeavoring to speak with XXXX XXXX. The first time, I left a message and she did not return the call. 

On XX/XX/XXXX, I prepared and sent a letter to PNC Abuse.Com email account and received not reply. ( See Appendix B ) On XX/XX/XXXX, I located XXXX at the XXXX, OH bank branch where she is performing in the role of Branch Manager. I spoke with XXXX assistant, XXXX, who confirmed her role and responsibilities and placed me on hold for 5 minutes. Upon her reappearance on the call, the assistant vehemently voiced to me that XXXX was too busy to talk now ( XXXX ). The assistant proposed I call back at XXXX stating perhaps she will be available. 

After two unsuccessful attempts to speak directly with XXXX, I contacted Mr. XXXX XXXX via XXXX email to voice my abuse concerns. He replied and stated that he would investigate, to no avail. contacted him one week later and he ignored the XXXX email. 

On XX/XX/XXXX at approximately XXXX XXXX, I contacted the Customer Services Department ( XXXX ) and spoke with XXXX. I explained that above-mentioned SOC incident. She placed me on hold for approximately 10 minutes indicating she had spoken with her supervisor. She stated that she had been instructed to tell me that they were aware that I had called about the issues in XX/XX/XXXX ( not true ) ; and in XX/XX/XXXX. XXXX stated, It appears that XXXX may have typed her name on the 2nd address line in error. XXXX also stated that they had removed XXXX name and placed a note stating XXXX has no personal relationship with this account. I acknowledged her stated and informed her that there is still PII and SOC issues with XXXX names appearing on other accounts. 

As a Cybersecurity manger, this appears to be fraudulent activities where XXXX XXXX name appears on my document and more than 200 other PNC accounts. I am concerned about the continuity of this process throughout the lifecycle of diverse mortgage loan files. I am also concern knowing that mortgage loan officers have the capability to look up tax records and to view purchase agreement on purchases. This document will highlight the situation, the problem, and recommended solution. 

MY ACTIONS : It is not standard banking policies or procedures for any branch manager to have the rights and privileges to edit my PNC contact record without the clients knowledge or authorization, to have her name appear my PNC documents, and to have her name appear on more than 200 PNC Mortgage customers address records. I am forwarding this email to XXXX XXXX CIO of Mortgage Banking at XXXX, the FDIC, Consumer Affairs, and a local television station to address this matter that has been ignored by several managers. 

Sincerely, Concerned Client of PNC Bank

Company response to consumer: Closed with explanation