I have had a credit card with pnc(formerly national city bank) for about 8 years or so, and used to have an exceptional experience with them. However, the past 3 months when pnc fully took over the front of the house operating system for credit card services, everything has quickly gone downhill. The online account system will lock you out frequently, and then prompt you to call in. When you call the 1-800#, by the time you get to a live representative, they will tell you they have to mail you your password. (who doesn't use email these days? ) meanwhile, you can't get online to access your account to see your balance or pay your bill. The phone associate will transfer you to someone who can give you the information about your account, but if you want to pay your bill on the phone with them, you will be charged $10. Otherwise they'll gladly transfer you (again) to an automated payment service. So even though you've already been on the phone with them for 15 minutes, they won't do you the courtesy of taking your payment right then and there. And if you pay your bill in full every single month and you make 1 single late payment by 1 day- guess what- they won't for any reason waive that $25 fee. Although the customer service representatives are pleasant enough, pnc's practices and policies are unintuitive and un-flexible to the customer's needs. I would strongly deter anyone from stepping foot into this establishment.
The Foreign Exchange Group lost a check and debited $2,500 from my checking account, WITHOUT NOTIFYING ME.
It took 3 calls to speak to some one, and was told "that was their proceedure". I'm still waitinfg for their supervisor to call me back, so I can suggest a process improvement.
Very poor customer service
This is the most incompetent bank I have ever had the displeasure of having to work with, ever! Everyone (that is when you can finally reach an individual) either claims some BS reason that a 2 year old could see though or claims they CAN'T. Can't tell you what has been done, can't release a copy of a Release of Lien to the Homeowner, can't place a tracking number on a letter: why, can't tell you.
Really, a copy of a document to be recorded, afraid that it might be recorded twice? Harm if done - none! Tracking number on a USPS envelope a $1.00. Can't tell you what the status is on your request; notes are NOT complete?