For a large bank, PNC has made me feel like an important customer even though I don't have much money. I give them 5 stars because they exceed my expectations. If I had lots of money, though, I would be disappointed that they sometimes make mistakes.
I have the free consumer checking account.
* Friendly and prompt service, easily reached on the phone, online, and in person
* Excellent online banking app that is constantly in development
* Online bill payment: they will cut checks to arbitrary payees and mail them for you. The whole process takes 4 maybe 5 days. I save money on stamps and never have to order checks.
* They sometimes make mistakes: When they sent me a replacement check card, they said the PIN would remain the same. Well it wasn't the same and it wasn't until 2 days after it arrived that the new PIN arrived in a separate letter. Also, they incorrectly stated that a particular ATM of theirs accepted deposits.
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?