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.
I am farely new to PNC Bank, and I was in a pickle with someone cashing a check way before they were supposed to. I had a bunch of nsf fees and PNC bank helped me out and waived them all. I couldn't stop crying for all the kindness, I plan on sticking with this bank for a long time!