Deana F Doub sent a message to William S. Demchak - Chairman, President and Chief Executive Officer of The PNC Financial Services Group - Email Address that said:
Dear Mr. Demchak;
I am only an average American, however, I have done my banking with PNC, through many previous names, for approximately 38 years. My entire adult life! Having had numerous types of accounts over the years, the last name change to PNC made changes with numerous fees. Including at one point taking monthly deductions from my savings account! IT WAS A SAVINGS account and the associated checking account was very active so I had not died! They refused to give me back my money except for 4 months worth!!
Recently my home equity line was going to expire and the process to get a new one was beyond belief! My home is completely paid for and has been since 2003. The property it sits on is worth more than the amount of the loan I was seeking and my credit score is 813. I checked around and got an equity line established in less than an hour! I will not begin to try to relay my entire time and experience at PNC . I called the branch manager and told him to cancel the loan as well as a gentleman in Pittsburg who had called me. Yet they failed to contact the person who was trying to do an appraisal and inform him. I was finally able to speak with the appraiser and inform him the application had been canceled. Later I received a letter from PNC saying the loan application could not be completed as no appraisal could be obtained!! WHAT!! I had canceled the application as I was easily able to set up an account with another bank! I ask them to resend the letter and it should state they were sorry they had not been able to meet my needs and I had to cancel the application! To date I have not received that letter! However, I received a second letter saying my loan could not be approved due to not getting an appraisal! I continue to wait for a correction to those letters!
There are serious problems in your institution if an outstanding client of 38 years has to jump through those kinds of hoops for a home equity line and then pay all the fees that are now being imposed on your customers.
I am not sure what is going on with PNC but apparently there is a little value on customer loyalty! Your managers do not return phone calls or their employees are not giving them the message! Someone in your organization needs to address real people issues! We are still people out here , not machines, looking for a good banking experience and apparently that is not to be found at PNC.
I would appreciate any assistance in getting the correction letter issued!
Thank you for your time and assistance.
Sincerely,
Deana F. Doub
Hillsborough, NC
