Frequently Asked Questions

To reset your Password or User ID, click on "Forgot Your User ID or Password?" located in the Online Banking Sign On block on pnc.com. This link will walk you through the steps necessary to reset your Password or User ID.

1. In Online Banking, Click on the Customer Service tab and then select the "Customer Profile" option at the top. You'll see your personal information.

2. To update your mailing address:

1. Click "edit" next to the Customer Address section.
2. Place a check next to the account(s) that you would like to change.
3. Type in your new address and click the "next" button.
4. Confirm that the new address is correct and click the "submit modifications" button.

3. To update your phone number:

1. Click “edit” next to the Telephone Numbers section.
2. Delete the digits in either the Primary and Secondary fields.
3. Click the “Next” button.

4. To update your email address:

1. Click “edit” next to the Email Addresses section.
2. Type in your new email address.
3. Confirm your new email address by reentering it.
4. Click the “Submit Modifications” button.

For a non-U.S. address or phone number change, use Message PNC in the PNC Mobile app or Online Banking. For an address change, include your new physical, international address or a military box address and contact number.

For Business Accounts: To ensure your protection and security, please change your address by visiting your local PNC branch.

Your deposit is typically available on the first business day after your deposit is received. Your funds may be delayed, however, depending on the type of deposit and the amount of that deposit.

See when funds deposited to your Consumer Accounts will be available:

Automatic Check Reorder is a free service offered by PNC that notifies you when 70% of your checks are gone. At that time, you can make changes to your check style or address. Your new checks will be mailed to you automatically

Not sure if you’re already enrolled in Automatic Check Reorder?

1. Sign in to Online Banking
2. Click on the Customer Service Tab
3. In the Manage Accounts section, click on "Order Checks & Supplies".

You will see a list of your open accounts. Look in the Automatic Check Reorder column and it will state “Enabled” for the accounts that are enrolled.

There were not enough funds in your account to pay for all of the transactions that were posted to your account. Fees may be charged for each Overdraft Item (OD) or Returned Item (NSF).

If you sign on to Online Banking, you can view the transactions that led to your overdraft by clicking on the Overdraft Item Fee or Returned Item (NSF) Fee.

PNC customers with a Virtual Wallet Spend account and all other consumer checking/savings account types: You won’t be charged a Returned Item fee (also known as Non-Sufficient Funds or NSF) for an item that is returned unpaid. You may see a maximum of one Overdraft fee per business day. If there are additional overdrafts on the same business day, those items will be paid or returned with no additional fees.

PNC customers with business checking/savings account types: You may see a maximum of four Overdraft or Returned Item (NSF) fees per business day.

Please refer to the appropriate Consumer and Business Schedule of Services and Fees for additional information.

Our toll-free Customer Service number will get you fast, easy and secure account information from our automated banking system - there's no waiting and it's available anytime, whenever you need it. Use it to check balances, hear account activity, transfer funds and much more.

To access the Automated Telephone Banking Service, you will need the following:

1. Your User ID you associated with your account, as well as
2. Your Telephone PIN Number you registered with your account (in many cases, this is the same as your PNC Debit Card PIN).

Once you enter the information required to access your account, just follow the instructions given to you through the automated system

• Deposit Account Alerts
• Credit Card Alerts (provide balance & payment information)
• Debit/Credit Card Transaction Alerts
• Security Alerts
• Service Alerts

You can receive alerts via email, text message, and/or push notifications. To update delivery preferences,  visit the Delivery Options page from the Alerts tab.

There are two separate process to dispute debit card and credit card transactions. Please refer to your applicable account agreement for more detailed information on how to file a dispute, including the timeframe in which you must file a dispute for a debit card or credit card transaction.

You may dispute most debit or credit card transactions via your Online Banking by going to the Customer Service Tab. 

1. Sign On to PNC Online Banking.
2. Click the "Customer Service" tab.
3. Select "Dispute a Transaction” from the Account Services section.
4. Select the account associated with the transaction you want to file a dispute on, and confirm your address. 
5. Click "Next."
6. Select the transaction you wish to dispute from the transaction list.
7. The steps that follow will walk you through how to place the dispute. If you have any other questions or concerns, please contact us.

To dispute a credit card transaction, notify us in writing at PNC Bank, P.O. Box 3429, Pittsburgh, PA 15230.  Include your name and account number, the dollar amount of the error, and a description of what you believe is wrong and why you believe it is a mistake.  You may also call us at 1-800-282-7541.   

1. Sign On to PNC Online Banking.
2. Click the "Customer Service" tab.
3. Select "Dispute a Transaction” link under “Credit Card”.
4. Select the account associated with the dispute, and confirm your address.
5. Click "Next."
6. The steps that follow will walk you through how to place the dispute. If you have any other questions or concerns please contact us.

If you have a question regarding a fee, finance charge, payment or other question not related to purchase dispute, please contact Credit Card Customer Service at 1-800-282-7541.

To dispute a PNC Online Bill Pay transaction, first review the details of the transaction in the Payment Activity page on the Pay Bills tab in Online Banking. If you have a question about this payment or would like to dispute it, call us at 1-800-762-2035.

To dispute a Personal Check or Pre-authorized Payment, please contact us at 1-888-762-2265 or visit your local branch.

If you have banking questions, we encourage you to take advantage of this helpful resource:

Connect with our Customer Care Center using Message PNC, now available in both Online Banking and the PNC Mobile app^[1]. Connect on your time and reply when convenient. You can even switch between devices during a conversation. To begin a conversation in Online Banking, click the “Message PNC” link at the top of the right-hand navigation column. In the PNC Mobile app, tap “Help.”

If you think your card is temporarily lost, you can lock your card using PNC Easy Lock when signed into Online Banking or the PNC Mobile App.

If you think someone has used your card without your permission, call PNC immediately at 1-800-558-8472. Business Credit Card customers can call 1-800-474-2101.

You can report your card as lost or stolen either through the PNC Mobile App, Online Banking, by calling PNC, or by visiting a local PNC branch.

To report your card as Lost or Stolen in the PNC Mobile App:

1. Log in to the PNC Mobile App.
2. Tap the menu icon (three lines), then tap Cards.
3. Tap Card Actions.
4. Tap Report a Card Lost or Stolen and begin filing your report.

To report your card as Lost or Stolen in Online Banking:

1. Log in to PNC Online Banking.
2. Click the Customer Service tab.
3. In the Credit Card Accounts section, select Report Lost or Stolen Card.
4. Select the appropriate account to begin filing the report.

The easiest way to request a replacement card is either through PNC’s Mobile App or Online Banking.

To request a replacement card in the PNC Mobile App:

1. Log in to the PNC Mobile App.
2. Tap the menu icon (three lines), then tap Cards.
3. Tap Card Actions.
4. Tap Request a Replacement Card and begin your request.

To request a replacement card in Online Banking:

1. Log in to PNC Online Banking.
2. Click the Customer Service tab.
3. Within the Credit Card Accounts section, select Request Replacement Card.
4. Select the appropriate account to being your request.

You can also request a replacement card by calling PNC at 1-800-558-8472. Business Credit Card customers can call 1-800-474-2101.

If you suspect a charge on your account to be fraudulent, please call PNC immediately at 1-800-558-8472. Business Credit Card customers can call 1-800-474-2101.

If you have concerns about an authorized merchant charge on your credit card account, you can dispute the charge either through Online Banking (steps provided below) or by calling PNC.

Note: Please consider contacting the merchant before disputing a merchant charge. Reaching out to the merchant can often result in a quicker resolution and greater clarity into the nature of the transaction.

To dispute an authorized merchant transaction in Online Banking:

1. Log in to PNC Online Banking.
2. Click the Customer Service tab.
3. Within the Credit Card Accounts section, select Dispute a Credit Card Transaction.
4. Select the account associated with the charge in question and provide information regarding the dispute. Please be prepared to include as much detail as possible about the nature of your transaction.
5. Click Send.

1. Log in to the PNC Mobile App.
2. Tap the menu icon (three lines), and then tap Cards.
3. Tap Activate This Card.
4. Tap Begin Activation.

1. Log in to Online Banking.
2. Navigate to the Account Activity page for your credit card account.
3. Click on the Activate Card link.

Credit cards expire at the end of the month indicated by the expiration date on your credit card. PNC will automatically send you your replacement card approximately 2 weeks in advance of expiration. If you have not received your new credit card before your current credit card expires, please contact PNC at 1-800-558-8472. Business Credit Card customers can call 1-800-474-2101. You may not receive a new credit card if your account is not in good standing or is inactive.

A balance transfer, as it pertains to your account, is a transaction where all or part of a balance existing with a non-PNC financial institution is transferred to your PNC credit card account. For example, you may want to move a balance from a credit card that has a higher interest rate to your PNC credit card account to take advantage of a lower or introductory interest rate and save money.

Existing PNC credit card customers can transfer a balance to their PNC credit card either through the PNC Mobile App, Online Banking, by calling PNC, or by visiting a local PNC branch. Follow the instructions below to view your eligibility for a balance transfer and to begin transferring a balance. If you decide to transfer a balance, please be prepared to present the account number for the other lender, payment mailing address, and amount to be transferred.

Note: A one-time balance transfer fee is charged for every balance transfer that is processed. The fee is a percentage of the amount transferred or a fixed minimum amount, whichever is greater.

Transfer a balance in the PNC Mobile App:

1. Log in to the PNC Mobile App.
2. Tap the menu icon (three lines), then tap Cards.
3. Tap Card Actions.
4. Tap Transfer a Balance and begin your transfer.

Transfer a balance in Online Banking:

1. Log in to PNC Online Banking.
2. Click the Customer Service tab.
3. Within the Credit Card Accounts section, select Balance Transfer Center.
4. Select your offer and begin entering information to initiate the balance transfer.

You can also call PNC at 1-800-558-8472 to inquire about transferring a balance. Business Credit Card customers can call 1-800-474-2101.

Existing PNC credit card customers can request a credit line increase using the PNC Mobile App or Online Banking.

Request a credit line increase in the PNC Mobile App:

1. Log in to the PNC Mobile App.
2. Tap the menu icon (three lines), then tap Cards.
3. Tap Card Actions.
4. Tap Manage Credit Limit and begin making your request.

Request a credit line increase in Online Banking:

1. Log in to PNC Online Banking.
2. Click the Customer Service tab.
3. Within the Credit Card Accounts section, select Request Credit Limit Change.
4. Begin making your request.

You can also request a credit limit increase by visiting a local PNC branch or calling PNC at 1-800-558-8472.

To go paperless and sign up for online-only statements, visit paperless.pnc.com/creditcard or log in to Online Banking and follow the steps below.

To enroll in paperless statements via Online Banking:

1. Log in to PNC Online Banking.
2. Click the Customer Service tab.
3. Within the Manage Accounts section, select Activate Online Statements.
4. Click Edit under Statement Type to turn off paper statements.

You can use your card(s) when traveling internationally. However, before you do, we recommend you notify us before you leave to have a travel notice placed on your account(s).

There are three ways to place a travel notification:

Sign on to Online Banking:

1. Navigate to the Debit/ATM Card Services, Credit Card Account Activity, or Customer Service page, and
2. Click on the Notify Us of Travel link

Sign into the PNC Mobile Banking app:

1. Tap the menu icon (three lines), then tap Cards. 
2. Tap Card Actions in the bottom of the Cards screen. 
3. Tap Set a Travel Notification.

Call the phone number found on the back of your card

Be prepared to provide the date(s) you will be traveling, as well as your destination(s).

Note: when using your card(s) internationally, foreign transaction fees may apply.

For assistance while traveling internationally:
Debit cardholders: call us collect^[2] at 412-803-7711
Credit cardholders: call us collect^[2] at 412-803-7787

For assistance while traveling within the U.S.:
Debit cardholders:  call us toll-free at 1-888-762-2265

Credit cardholders: call us toll-free using the following numbers:
PNC Premier Traveler Visa Signature credit card: 1-877-588-3602
PNC Premier Traveler Reserve Visa Signature credit card: 1-877-631-8996

All other credit cards:
1-800-282-7541

Business Cards:
1-800-474-2101

Before you apply, you’ll need to unfreeze or unlock your credit report with Experian, so we can access your credit bureau information and make a decision on your application.

Follow these steps:

1. VisitExperian's Website to see how you can unfreeze or unlock your credit online, by phone, or in writing.
2. Unfreeze or unlock your credit report. 
3. Come back to PNC.com to apply.

Enrollment for points is automatic. If your account is not enrolled please call the number on the back of your credit card. 

To establish, modify, or reset your credit card cash advance PIN:

• Please call 1-855-893-0460 and have your credit card available.
• Remember - Cash advances, including ATM withdrawals, are subject to the cash advance APR and cash advance fee that apply to your account. 

Please refer to your credit card agreement for details.

To learn more about this benefit or to file a claim, go to

www.cardbenefitservices.com

or call 1-866-894-8569. If you are outside the U.S., you can call collect at 1-303-967-1096. Certain terms, conditions, and exclusions apply.

For coverage to apply, you must charge your eligible cellular wireless bill to your covered PNC Bank credit card. Please refer to your Guide to Benefits for further details. 

To view your business credit card(s) online you can either view your account through PNC Online Banking or through Account View.

When a business credit card is opened, a control account number is established for the business.

The control account is designed to link together all cards issued to authorized users of the company and provide a number where all card transactions are billed. While there is no card issued for the control account, each card issued to authorized users of the company will have its own number.

Unexpected events may impact your ability to make your monthly payments.

One of the first steps to getting back on track is understanding the range of options available. Let us explore what assistance may be available to you, whether you are experiencing short-term or long-term circumstances. Communicating with us may help your situation.

For hardships, please use our Lending Hardship Service & Support

In Online Banking, select Make a Payment on your account activity screen or go to Transfer Funds and choose Make an Internal Transfer or Loan Payment.

To sign up for our free Automated Payments Program and have your loan payments automatically deducted from your checking or savings account, including accounts at other banks, download the Automated Payment Authorization form.

Automated Payment Authorization Form (Mortgage and Home Equity) – Complete, sign and return this form via mail, fax, or to a branch using the instructions provided on the form.

If you would prefer to have the Automated Payment Authorization form emailed to you so that you may complete and submit the form electronically, please contract our Customer Care Center at 1-888-762-2265.

Automated Payment set up may take up to ten (10) business days from the date we receive your completed authorization form to process your request. Please continue to make your payments until you receive a confirmation letter with the date that your automated payments will begin.

The PNC Mortgage Bi-Weekly Automated Payment Program automatically withdraws ½ of your mortgage payment directly from your accounts every 2 weeks.

By enrolling in the program you will be making 13 monthly payments per year – instead of 12. This “extra” payment will automatically be applied to your principal balance, paying off your loan faster and reducing the total interest you will pay on your mortgage. The funds from your first ½ payment each month will be held in a non-interest bearing account, and will be applied once a full monthly payment is received.

To learn more about our Bi-Weekly Automated Payment Program, access the Bi-Weekly Automated Payment Authorization form for more details, including FAQs and how to sign up.

An increase or decrease in your payment may be a result of an increase or decrease in your property taxes and/or insurance premiums and may result in an escrow shortage or surplus. An increase or decrease in your taxes may be due to a property reassessment, a change in the tax rate, a change in an exemption or a special assessment.

Rather than making a partial payment, please call 1-800-523-8654 to speak to a Customer Service Representative about your options. We may have a program available to you that permits a period of forbearance.

If your payment is automatically deducted from your checking or savings account each month, and you have enrolled in PNC's Automated Payment Program, or PNC's Bi-Weekly Automated Payment Program, the new payment amount will be deducted from your account. There is nothing that you need to do.

If you scheduled your monthly payment to be paid using your bank's online bill payment system, you will need to modify the monthly payment amount with your bank.

PNC has different grace periods, but the majority of loans are assessed a late charge on the night of the 16th.  Late fees vary in accordance with the mortgage note.

More than likely, this bill is an assessment or supplemental bill. Some taxing authorities will send this type of bill because an additional amount is due that was not assessed at the beginning of the current tax cycle. You may wish to contact your local taxing authority for clarification.

If you have an escrow account for taxes and the regular property tax bill is for the current taxes due, we will obtain the tax bills from the tax collector.  You may retain the bill for your records. 

If the tax bill is for delinquent taxes due, please call us via 1-800-822-5626.

Please note, for customers in the states of PA, CA, VA, MD, NJ, ID, IA, ME, and CT: Supplemental, interim and/or special/additional assessment tax is not escrowed. You are responsible for paying these bills. In addition, if you do not have a tax escrow account, you will need to pay the bill prior to the due date.

Please write your loan number on the bill and mail to our Tax Department.

The mailing address is:

PA Customers:
Tax Department-0046586
PO Box 9220
Coppell, TX 75019

NON-PA Customers:
PNC Financial Services
PO Box 9042
Coppell, TX 75019

You may pay the shortage from your escrow analysis statement through our online banking, by calling our customer care team, or visiting your local branch.  Upon receipt of the escrow payment shortage, we will adjust your payment to reflect the lower payment amount. If you choose not to pay the shortage, the shortage will be divided by 12 and spread over the next 12 months payments, interest free. In either case, your mortgage payment will be adjusted to reflect the new amount.

PNC can assist you with information pertaining to your mortgage.  However, we do not have access to information regarding why your taxes, insurance or special assessments have changed. Please contact your local tax office or your insurance agent for further assistance.

Single family dwelling mortgage loans secured by a primary residence and closed after July 29, 1999 are covered under the Homeowner’s Protection Act of 1998 (HOPA).  The Act gives customers the right to request PMI deletion once the Loan to Value (LTV) ratio reaches 80%.   This will automatically take effect once it’s scheduled to reach 78%.

If you feel your loan qualifies for PMI deletion, please send a written request to the PNC Bank ISAOA ATIMA address listed below so your request can be reviewed accordingly.  PMI deletion requires a good pay history: no payment may be 30 or more days late in the past 12 months, and no payment may be more than 60 or more days late in the past 24 months.  You may be responsible for the costs of an appraisal.

PNC Bank
Attention: PMI Department B6-YM13-01-5
PO Box 8736
Dayton, OH 45401-8736

The Servicemembers Civil Relief Act (SCRA) provides financial relief and protections to eligible servicemembers and their dependents. PNC is grateful for your service and we would like to help you understand your benefits and protections under SCRA as well as other similar benefits that PNC may be able to provide to you.

 To find out more, please contact us at:

• Phone: 844-PNC-SCRA (844-762-7272)
• Email: Servicemembers@pnc.com
• Fax: 855-568-4532
• Mail:

PNC Bank
Servicemembers Operations Center, BR-YB58-01-U 
PO Box 5570
Cleveland, OH 44101-0570

For your convenience, PNC offers a variety of methods for submitting your monthly mortgage payments. Visit our Payment Options page to learn more about your payment options.

To find out if your loan is eligible, call us at 1-800-822-5626 and ask for our Special Loans Department. Please note, your loan must be at least 6 months old to be considered for a Modification.

If your property lies within a FEMA defined Special Flood Hazard Area ( SFHA),and in a community participating in the National Flood Insurance Program (NFIP)  Flood Zone "A" or "V", federal law requires you to maintain and provide proof of flood insurance coverage. If there are any changes in your flood zone, PNC Mortgage will notify you by mail.

1. Select your loan account from the “My Accounts Summary” page.
2. You will be sent to your Account Activity page.
3. From your Account Activity page, you should find information regarding your loan payoff. There are some circumstances where payoff information will not be displayed. For those types of accounts, you will be directed to call us at 1-888-762-2265. 

If you see an unfamiliar charge on your statement or within Online Banking, please call us at 1-888-762-2265.

You can find the terms of your repayment in your original note listed under the repayment terms section. If you have additional questions, please contact us at 1-888-762-2265. For information about refinancing, please contact us at 1-877-487-3420.

1. You can make an electronic transfer through Online Banking via:
   • The Transfer Funds tab, or
   • Online Bill Pay through the Pay Bills tab.
2. You can make a payment over the phone.
   
3. You can mail a check or money order, or
4. You can have it automatically withdrawn using our Automated Payment Program and payments will be withdrawn from your designated checking or savings account.

1. Select your loan that needs to be set up with an Automated Payment Program from the “My Accounts Summary” page.
2. You will be sent to your Account Activity page.
3. Navigate to the “Maintenance” tab on the right side of the page and click on it.
4. Click Download form link under Automated Payment Authorization.
5. Print, complete, and sign the form. Return the form to us by mail, fax, or to a branch following the instructions provided on the form.

Automated payment set up may take up to ten (10) business days from the date we receive your completed authorization form to process your request. Please continue to make your payments until you receive a confirmation letter with the date that your automated payments will begin.

You can request to suspend or cancel your automated payment as long as your contact us at least three (3) business days before your next payment due date. Please call us at 1-888-PNC-BANK (1-888-762-2265) or visit the nearest PNC Branch.

Suspending your automated payment is a temporary option which will allow you to stop your automated payment for one month. You are still responsible for making your payment on time to avoid late fees. When you suspend your automated payment, you must make your monthly payment manually to keep your account current and allow automated payments to resume the next month.

If you chose to cancel your automated payment service, you will be responsible for making on-time payments once the automated payment has been removed from your account. Any applicable interest rate discount for automated payments will be lost, which means that your monthly payment may increase since additional interest would be charged.

Look on the detachable portion of your statement or coupon that you would return with a payment by mail. Your account number will be displayed there.

Your IRS 1098 Form for any interest paid the prior year is postmarked and mailed to you by January 31st. It is not available to view online. Should you require a copy, please call 1-888-762-2265 or visit a branch after February 10th to request a copy from the prior year.