David Jerome
Correspondent
Local banking customers know the bank has changed ownership from BBVA Compass to PNC. Last October, at the beginning of this transition, a slew of newspapers, especially in Texas and Arizona, reported retail and business customers being locked out of their accounts, or being unable to find them. Some Idyllwild customers experienced this, too.
A Llaw.com article mentions an October statement from PNC apologizing if “changes in account viewing functionality” had caused any concern. “Changes in account viewing functionality” is a technical term for not being able to find your money, a condition which has been known to “cause concern.” These cases were eventually sorted out. A new, final cut-off date occurs in January, and those who have not taken the necessary steps are advised to do so now to avoid an interruption in services.
A request for guidance for concerned local customers was referred to PNCs Director of Corporate Public Relations Marcey Zwiebel. Zwiebel responded promptly to the Crier’s questions.
TC: We read that BBVA had 2.6 million accounts, is that right?
MZ: Correct. PNC’s conversion included the successful transition of more than 2.6 million customers from BBVA USA to PNC Bank.
TC: My understanding is that customers must change their account number and routing number on file with all companies, government agencies and accounts they make electronic transfers to, or receive payments from. These numbers were mailed out to customers, but some of us did not see them and save them. What is the best way to get your new account number(s)?
MZ: Instructions on how customers can find their account and routing numbers via online or mobile banking can be found in the Frequently Asked Questions section of the Customer Welcome Center [www.pnc.com/en/about-pnc/topics/acquisition-update.html]. If more assistance is needed, customers should be able to receive assistance by visiting the local branch or calling our Customer Care Center.
[For personal banking, call 1-888-PNC-BANK (762-2265). Hours are 7 a.m. to 10 p.m. Monday to Friday and 8 a.m. to 5 p.m. Saturday and Sunday Eastern time. Note also that mailed payments must be addressed to the new address on the statement coupon.]
TC: Customers were informed that incoming wire transfers have a different routing number than the one displayed on their account. To set up an incoming wire transfer, they’ll need to provide their account number and the following PNC Bank Routing Number: 043000096.
MZ: Direct deposits such as payroll, Social Security and tax credits or other recurring payments made to checking accounts will continue as established at BBVA USA without interruption. PNC recommends that customers make sure originators of direct deposits have their new account and routing/transfer numbers for their records. These types of deposits are different from wire transfers.
[This includes Social Security and veterans benefits. SS and SSI recipients may call 1-800-772-1213 or 1-800-325-0778. For veterans affairs call 1-800-827-1000. Military retirees may call 1-800-321-1080.]
TC: We hear that customers who previously did customer-to-customer auto payments (like a tenant and landlord) will no longer be able to do this directly but will have to use third-party “apps” and a computer or smart phone. What apps work? PayPal? We understand that customers can, of course, pay the old-fashioned way with checks. [Are checks] now the only option for those who do not have smart phones or internet?
MZ: BBVA USA customers who have transitioned to PNC have access to Zelle, through PNC mobile banking, which will allow them to quickly send and receive money with people who are known and trusted
TC: We (should) have received our new ATM and credit cards. We read that customers can continue to use their old debit cards until Jan. 29 (or until they activate the new one), and their old paper checks “until they run out.”
MZ: Correct. If customers have not yet activated their PNC debit cards, their BBVA USA debit cards will remain open and functional through Jan. 29. Once a customer activates their PNC debit card, their BBVA USA debit card will be closed. Customers may continue to use their BBVA USA checks until their current supply runs out.
[Note that those who have home equity line of credit accounts must use new PNC checks for this account, and should already have received these in the mail. Automated payments from a second BBVA account will continue without customer intervention.]
TC: We have read and heard locally about people being “shut out” of accounts in October. (Especially in Texas and Arizona.) This has been resolved? Any lessons learned?
MZ: The conversion went well for the majority of our customers, but we are aware that some encountered issues and we have received requests for assistance from them. We remain committed to working directly with our customers, as needed, to help resolve any issue that is brought to our attention. We sincerely apologize to those who have been inconvenienced during the transition and appreciate their patience as we attempt to make things right for them.
TC: Can you tell us more about PNCs “Thin Branch” strategy? We know our local staff is “thin” and wait times are longer than usual, do you recommend that customers call in for help?
MZ: At its core, the concept of a “Thin Branch” strategy refers to a carefully-designed and spaced branch network that is accessible within a reasonable amount of drive time from anywhere in the market. As we continue to grow, our goal is to place our Solution Centers within 20 minutes of 80% of the population, and in some cases less. In addition to reaching our retail customers through digital solutions, including online and mobile banking, this strategy allows us to meet our customers’ desire for an accessible brick-and-mortar location for more difficult or complex financial transactions. [End]
When long-time Hill residents gather around the campfire and tell tales of Idyllwild banking, they always mention, with awe and reverence, the name of Jeri Sue Haney, present branch manager. She first came to the Hill around 1975. She began working at San Diego Federal, which at that time was only open one day a week. By 1981 it was open daily. Shortly after that it changed its name to Great American Federal.
In 1984 it was bought by Hemet Federal Bank, which in turn was bought by Temple Inland and in 1999 became Guaranty Bank. Thus, was in turn bought by BBVA Compass in 2009. Old timers say these transitions went smoothly.
This time around, be prepared for longer-than-usual wait times. Consider visiting one the two Hemet branches, both of which have larger staffs.
Many of us could never remember what the letters BBVA stood for (Banco Bilbao Vizcaya Argentaria.) PNC was formed from the merger of two banks that began with P words, Pittsburgh and Provident. The new moniker no longer stands for anything.
Although PNC is now the fifth largest bank in the nation, it holds less than 3% of deposits: the big three (JP Morgan, Bank of America and Wells Fargo) have together about 30%, and no other bank has more than 5%.
