I've been a customer with PNC for about 4 years. For checking and savings there really isn't anything that makes PNC stand out when compared to other "free" checking providers. If you have problems going to a branch usually resolves them and the staff are very friendly. I would expect this from any bank though so I don't really consider it a plus.
There are two annoyances I have had with PNC.
1) Their virtual wallet (Online Banking) is slow and clumsy. They parade this interface around like it is some divine creation, but it is far from that. It uses Flash so it won't work on many hand held devices and works terribly on many computers. Even with a fast computer you still have to wait 20 seconds for the thing to load up after loading the page. All I want to do is see my balance and transactions--I don't need a fancy animated interface!
2) Their ACH policies are ridiculous. This issue might just be with me but be warned. I receive ACH (online money transfer) from my father once a month for college expenses. We both bank at PNC and have opened accounts at the SAME branch. An AUTO-ACH from his account to mine takes up to FIVE BUSINESS DAYS! Keep in mind this is WITHIN THE SAME BANK BETWEEN 2 PEOPLE WITH THE SAME LAST NAMES! And this happens every time. For the uninformed most ACH transfers (even between different banks) take 3 days. Now what is the big deal? Well if your transfer period of 5 days hits a weekend (non-business) then you have just added another 2 days of waiting! This might not be a big deal for many customers but it certainly affects me.
This is probably the worst bank ever. I have had many accounts there over the years. Mortgage - took forever to close the account and provide a closed letter. Signature loan - again took forver to provide a closed account letter and then sent the letter recently for another account closing. Branch is incompetent and do not follow up with requests made. Right now i have a loan that cannot go to underwriting because i am waiting for a closed letter for a small overdraft account.
Called the branch because they were supposed to fax me the letter the moment the account closed. Account was closed last week and they "forgot" to stay on top of this. It will take another day to get the letter faxed to the branch (because of course their back office won't fax the letter to me directly) and then i have to count on the branch actually faxing like they promised. As soon as this is complete; i will take my business elsewhere.
I had my account with PNC for 3 years in college (Northern NJ) and loved it. Very convenient, very responsive, reasonable charges for someone just learning how to manage their own finances.
Then two years ago I moved away from the mid-Atlantic region into New England where there are not any PNC branches (still minimal issues) until I lost my debit card. I had not changed my address, so the new card replacement timeline was around two weeks. Two weeks with only checks to access my account. The customer service team was "unable" to help, and informed me that I would be suspended from using the online banking service until I received my new card. I then had issues receiving my new card. They charged me again the lost card fee and told me that I had given them the wrong address. False, the customer service rep repeated my address word for word, but somehow lost the number for my apartment when recording my address. I ended up opening an account with an online banking franchise, confirmed my identity, and received my new debit card before I ever got my PNC bank card. After two months and numerous calls to customer service, I finally received my new debit card. WAY more hassle than it was worth.