About PNC Bank
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PNC is a banking service and mortgage provider. It offers its borrowers perks like interest rate discounts, cashback rewards and more. While it doesn’t operate in every state, PNC lets you manage your mortgage payments online. It does have credit score requirements for some of its loan products.
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PNC has the worst customer service I have ever dealt with. Their representatives are untrained, unprofessional and curb questions. I have tried to be proactive to avoid dealing with them but somehow always end up spending an unnecessary amount of time being belittled by their employees for no mistake of my own.
We have an online business account with PNC in Mt. Poconos, so I was directed to call the number on the website for assistance with an online transfer of funds that was CANCELLED without a good explanation. After calling the local bank in Mt Poconos, the agent was unfriendly, unapologetic and told me after I had given her all the information regarding the banking account that I had to call online banking with no apologies. Most other banks would already be saying, "I'm sorry madam but you need to contact online banking..." No not PNC agents, they just say, "I can't help you. Call this other number." Then I asked, why was I referred to this number, they should have listed the online number on the website so I'm not wasting my time. She did not reply. She just said, "Do you want the online number?" The worst customer service; the agents are dry, unapologetic and have poor customer service.
Then when I called the online number after I gave all the bank information, the gentleman transferred me again saying, "I can't help you." without again apologizing for wasting my time. Then transferred me and 3rd agent assisted me but when I told him I never had an experience where I was limited in how much I could transfer in the 3 business days, he replied in silence. No customer service or ability to empathize with customers. If they were not the predominant bank in Poconos, I would not stay with them. The worst customer service. 9/10/21.
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Do not let BBVA bank accounts get switched over to PNC banks just because they bought them out! Horrible customer service, lies, they lose important paperwork etc. Claims to be "your bankers" but have bad service. They don't deserve to get your account from the other bank- warning: Switch banks before this happens! - I opened an account and closed it a few weeks later because of the poor service!
This is my first experience with PNC and I am not impressed. To make payments to our auto loan, we have the option of paying online, or mailing a check. I have paid everything online for years, so attempted to utilize that option. However, things have not gone well. After two failed attempts to pay through the portal, (payment made and then reversed a week later) I received a phone call to collect the late payment, late fee, and next months payment. I paid the late payment only. Found out later, I will be charged $7.00 to pay by phone. So, for the next payment, I attempted to pay from my bank (Chase) to PNC. The payment went through but the next day two pending payments are shown. One that seems to have been initiated from Chase and one initiated from PNC!
I had checked to see if any payments were scheduled in the PNC portal and it said none. Not sure why there is a duplicate payment pending. This has been very troublesome, just to make a simple auto loan payment online. I like auto withdrawals, but don't feel confident to try that. Guess I will go back to mailing a check in a week before the due date. Haven't done that in years.
Lost my job due to Covid. Called to see what options they offer for my HELOC. Best offer made for me was to pay 50% of my payments for 3 months with balance due added as a balloon. I agreed to the terms. Subsequently sent me a letter, after making my payments as agreed, that the terms have changed and now the remaining 50% deferred was due at the end of the deferment period. Talked to several managers about why they changed the rules of the game after it started, and they tell me that can’t offer anything to help me with the other 50%… it and the late fees are now due. It’s clear to me they care more about their investors and not their customers who make their payments on time for years. So BEWARE - they may make you a verbal offer but change the terms later.
My mortgage was recently sold to PNC bank, (not my choice but I was not overly concerned) I have been with them a little over 1 month and they just pulled my mortgage payment twice! Normally I would say accidents happen BUT my sister's loan was sold to them at the same time and the exact same thing happened to her almost a month ago. She is still waiting on her refund!!! After calling them to complain we were told they have to hold the money for a certain number of days before refunding it. A mortgage payment is not a small amount of money. In my opinion they should have to return my money to me within 24 hours since it was their mistake. This is obviously something they do on a normal basis. I have already called my mortgage company to request a refinance immediately. If you must use PNC, Do not let them auto deduct your payment. They cannot be trusted!!
I deposited a $4500 insurance check on a Saturday and that following Tuesday the check was rejected because the check had my wife's first name after mine who wasn't on the account. I went to the bank Tuesday as soon as the bank opened to fix the error and was told I could not get the check or fix the error that I was to wait one to two weeks to get the check in the mail which already has my signature on the back. My bank policy doesn't state that PNC is supposed to do anything like that but it does say on none business days, ATM check deposits I would be allowed to withdraw a $100 of that check if it's under $50,000 I was not able to do that is well. PNC is a bank for the people it's a bank to store your money which you can find a place to store your money anywhere. I will never recommend PNC.
I signed up in the late 90s, early 00s. The reason for my change is my existing bank would charge ATM fees on ATM's not owned by my bank at the time. They had a handful of locations but wanted me to pay for not having the infrastructure anywhere else. PNC doesn’t charge ATM fees. Third party ATM’s could still charge you but it’s never happened to me. After switching and the amount of times I used ATM’s it was certainly worth the time investment making that change. For over a decade, things went pretty well. That in itself needed to be said because these days it’s pretty rare you can say that about business, seriously that has a lot of value.
Once banking fraud and security became a thing, PNC didn’t hold up on rolling with the changes. I was one of millions that was compromised from a data leak from Home Depot. That is not fault of the bank. But I discovered this as I was attempting to pump fuel, I was at work (traveling consultant). PNC refused to allow me to access my money or use the card in any way to purchase fuel regardless of the situation I found myself in. I was stranded, it was real bad. I had to call my boss and communicate that I need a ride and money, I’m not allowed to buy fuel per PNC. Also, the emergency I was headed too, you will need to pull someone off another job and cover because I can’t even make it home. Don’t think I need to paint a picture on how that went or how it felt working there moving forward. Certainly doesn’t come off as reliable/dependable employee does it?
I left PNC as a result. I returned 6 years later. After the replacement bank was bought for the 4th time just in the last year and a half, having to come in every couple months to update paperwork and dispute policy changes designed to be predatory I had enough. Been with PNC another 7 years. I haven’t had any fraudulent things occur on my account to test if the process has been improved. However, I did have to perform a charge back. I was ripped off on a purchase. The person I worked with at PNC was excellent at communicating the documentation I needed and things to look for that are important to include. PNC reimbursed me on the spot temporarily until investigation was complete. PNC confirmed my side of the story. It was quite a simple and easy experience. I appreciate that.
However for the last six years I had a lot of trouble accessing my money to the point it’s no longer practical to continue to use PNC. At least without at least a thirty minute phone call minimal to have an online banking password reset. It’s important to note I’m an I.T professional. This is relevant because most of my day is spent resetting passwords. Needless to say I document all my passwords to an excel sheet. Outside of needing a password reset once in 2001 for an old e-mail account I’ve never needed to have a password reset. Enter PNC Bank, Destroyer of online banking access.
Any device, any browser, any time. Never can get in. Type in the username and password absolutely correct. Even type it in to Notepad first to ensure no characters have been added. Account always locked or communicate the username or password is incorrect. Sometimes it will ask you for the last 4 of your social and send you a pin. Despite the information also being correct I never receive the text and it tells me the last four on my social is wrong. Did double check with the bank and they have my Social number correct along with right phone number.
The thirty minute investment is making the call to have it reset. Once reset it will work for about two weeks max. After that always the same. This has occurred over a six year period so many times I’ve had this conversation with PNC in excess of twenty times. Went so far to raise hell about it enough to start getting phone calls back about it. “We're looking into it, etc.” But nothing was ever resolved or followed up on.
Only once was I taken seriously, all chalking it up as “He must have forgot”. After three attempts the account is locked. It just so happened that after my account was reset it was locked immediately again while on the phone with them before I had the chance to sign on. It was believed someone was attempting to login to my account so we changed the username. We changed it to something pretty strange so the likelihood of anyone guessing a username like that would be pretty extreme. Still continued to happen, no access without a thirty minute + phone call each and every time.
Outside the frustration factor what’s that like in 2021? Someone drops a check off. Can't use mobile deposit with online banking, you receive a stimulus, hope you have at least thirty minutes. The worst case I had to rush to the gas station to get money orders because the car carrier uses a mainstream app to process the service but it required me to sign on to PNC online banking. All those things you can forget about, never going to happen. It’s simply not available. Technically it could be for a few days until someone or something locks it. In terms of what’s happening with PNC technical issues I have a few ideas due to my trade but it's only speculation.
If you don’t need access to online banking, honestly PNC is a pretty solid choice. My experience here has been pretty great on that front. However any technology changes such as online banking or new features if you depend on those things it’s not a practical choice. The time investment of thirty plus minutes each time and the hurdles required wouldn’t be so bad if it was a once a year thing instead of a weekly.
I’ve opened up a new account at a new bank. I’m still testing it. But thus far, week three I was able to sign on using both my phone and PC and always have access to my account so far. PNC the password reset lasted three days, I’ve had it last up to two weeks but it’s rare. In the next week or two when I have time I have to make the visit to PNC to close my accounts and move it to the new bank. Real chore getting all the accounts setup again for auto billing and direct deposit, etc. It really is a shame on the technology front. It has gone unresolved for six years and isn’t on the radar as a priority. That’s the pros and cons of PNC from a long time customer. I wrote this intended to send it via e-mail to PNC but they don’t have an email address available, guess if you have to wait at least a half hour it's a compelling gate keeper of communication to cut down the work. But again the issue is always disregarded.
PNC's fraud department marked a check counterfeit that was not counterfeit. My bank called to find out why and they are refusing to send my bank a legal copy of the non counterfeit check. Now I am stuck with a returned check fee.
This bank is very chaotic in organization & this leads to a very frustrating experience. Simple things like activating a credit or debit card can not resolved as advertised & requires long wait times to resolve. More detailed procedures are not acted upon immediately & require subsequent trips to the bank to resolve. Each representative I speak is not interested in resolving my issue & only seek to delay answering. I do NOT recommend PNC Bank. I doubt one could do any worse by banking with another bank.
PNC author review by Barbara Friedberg
PNC bank serves individuals, small businesses, corporations and government entities. Their banking division has over 6 million customers across 19 states and the District of Columbia. Additionally, PNC has 2,600 branches and 9,000 ATMs, along with online and mobile services.
Divisions: PNC Bank has the following organizational structure: retail banking, asset management, corporate & institutional banking, residential mortgage banking and Blackrock. PNC Bank owns approximately 25% of the BlackRock Investment Management Firm.
Products and services: PNC offers the typical checking, savings, credit and debit cards as well as lending solutions. Their unique offerings include student, university and WorkPlace banking. PNC also offers investment and retirement products and a virtual wallet.
Virtual Wallet®: This specialty offering gives customers a clear money picture and helps users control, plan and reach their financial goals. It includes a calendar and bill pay function.
Online and mobile banking: Online or on their devices, PNC gives consumers account access, bill pay, check deposit, transfers and more services 24/7 from a tablet, phone and computer.
Wealth management: This department offers asset management, asset protection and planning for the future. Clients can invest and plan for their financial future with personalized advisors.
Education: PNC provides information about leading financial, budgeting, investing, lending and overall money topics with information for all of their customers from students to well-heeled investors.
PNC Bank Company Information
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- Year Founded:
- United States
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