Consumer complaint received 2021-03-15
Company: PNC Bank N.A.
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I used my ATM card ( PNC Bank ) at an ATM ( XXXXXXXX XXXX  ) in XXXX XXXX. Close to where I live. I made 4 successful transactions and the following 2 attempts were met with strange noises so I cancelled both transactions. I received no cash from both of these ATM transactions on XX/XX/XXXX. On XX/XX/XXXX I returned to the same ATM to make another withdrawal and heard the same noises so I canceled the transaction again. I received no cash from this ATM transaction. I looked at my PNC online banking account and noticed the 3 transactions I cancelled had a total of {$1300.00} withdrawn from my account by XXXXXXXX XXXX Two failed attempts at {$400.00} and 1 of {$500.00}. I immediately called XXXXXXXX XXXX in XXXX XXXX XXXX XXXX and explained to them what happened and I was advised to take the complaint to PNC Bank. I called PNC Bank on XX/XX/XXXX to let them know what happened and they would open a dispute claim. They said they would mail a dispute questionnaire to me in XXXX XXXX when the investigator from the dispute department determines I have a legitimate complaint. I told the person on the phone that it was not a good idea to mail them because of Covid 19 there are problems with the mail and I don't know how long it will take to receive the questionnaire. I asked to have them emailed to me and they responded they could not do that. Once a week or so I called PNC and asked if the dispute letter had been mailed.The dispute letters ( 3 ) were mailed on XX/XX/XXXX and 2 of them arrived at my home on XX/XX/XXXX. The 3rd letter still has not arrived. On the dispute forms it said I had until XX/XX/XXXX to respond with forms completely filled out. Eleven days! I called PNC and told them that the letters arrived 6 weeks after being mailed and I wanted to know what the status was. On XX/XX/XXXX I was referred to XXXX XXXX, Retail Support Case Manager, the dispute department closed the case because I did not respond in 11 days! XXXX went to the dispute department and asked them to reopen the dispute and if a secure email could be sent to me with the attached dispute questionaries. They agreed and the secure email was sent to me. On XX/XX/XXXX the documents were emailed to me and I returned them by email on XX/XX/XXXX. I contacted XXXX by phone and he contacted the dispute department and they said the case is closed because it is past the 120 day window for disputes and XXXXXXXX XXXX  is not returning their call. By my calculation my response was timely. 118 days.They had two business days to settle this with XXXXXXXX XXXX and I believe they did very little for me. On XXXX I received 3 letters in the mail from PNC dated XXXX XXXX saying all 3 claims are being denied. These 3 letters took 3 months to get to me! By the way XX/XX/XXXX is the same day I talked to XXXX XXXX. PNC contacted me by email on XX/XX/XXXX to say my address was incorrect because mail came back to them about another dispute I have with a different ATM. XXXXXXXX XXXX also. My address is correct and I've gotten 3 letters after they say another was returned. In fact they sent me a letter to the same address on file that said the second dispute from from XX/XX/XXXX, which was {$400.00} was resolved. All without needing to fill out a dispute form! This letter was mailed onXXXX XXXX, XXXX and I received on XX/XX/XXXX. Everything they have sent to me has come to my address with the exception of 2 letters. To me it seems that PNC has contradicted themselves in many ways and I am looking to be reimbursed for my losses of {$1300.00}. I am also filing a complaint with SUGEF here in XXXX XXXX against XXXX XXXX. When their ATM 's are empty you don't get the cash but they take it from your account. Below is the name and phone number of the agent I talked to at PNC Bank. He was very accommodating but I can tell his hands were tied. 

XXXX XXXX XXXX Case Number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation