Consumer complaint received 2022-12-29
Company: PNC Bank N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX I wrote a check ( # XXXX ) to XXXX XXXX from my PNC account in the amount of {$1600.00}. 

On XX/XX/XXXX, XXXX deposited my check, along with a XXXX XXXX Bank check from another customer for {$600.00}. 

PNC put both of these transactions through my account, duplicating my check. So they put Check # XXXX for {$1600.00} through two times- one transaction in the amount of {$1600.00}, another for {$600.00}. The {$600.00} overdrew my account. 

PNC reversed the duplicate account, refunding my account the {$1600.00}. PNC charged XXXX, XXXX a bad check fee. This fee will be passed on to me. PNC did not reverse the {$600.00} fee. 

On XX/XX/XXXX, I called PNC to resolve this. I was told there was nothing I could do to recover the bad check fee and that they could not put my check # XXXX through again and I would need to write a new one. They told me my only course of action would be to dispute the {$600.00} check, which I did. 

On XX/XX/XXXX, I saw that PNC was debiting {$1000.00} from my account. They told me that there was no way they could do this. 

I immediately called them. Their automated service put me through to the loan department. I explained I needed to speak to someone about my checking account and I was sent to the beginning of the automated service, which then hung up on me. 

I used the web chat. The customer service representative told me there was nothing they could do to help me, and I had to call XXXX Services at XXXX. This number was a phishing number, and offered me a {$100.00} XXXXXXXX XXXX XXXX. I did push a few buttons before I was asked for my personal information, and realized that it was not just a weird survey from PNC. I called the number twice ( PNC told me to call it, I assumed I misdialed the first time. I did not. ), and the second time it just offered me a " Corporate gift card. '' I explained this to the web chatter and they gave me a new number to call : XXXX. I don't know if this was truly a mistake or just a prank played on an angry customer, but I will not know for a long time if those buttons I pushed when I first called that number authorized some kind of charge on my phone bill, and I am fortunate that I did not provide my banking information. Sending customers to call a phishing number is absolutely horrible and dangerous. 

When I finally reached someone at XXXX XXXX, they told me that they were taking out {$1000.00} to " make my check whole. '' Yes, I had asked them to do this with my initial call on XX/XX/XXXX and I was told in no uncertain terms that they could not do that and my only recourse was to dispute the {$600.00} and write a new check to the company. I did not authorize PNC to remove {$1000.00} from my account. I did not authorize PNC to remove {$600.00} from my account. I did write a check in the amount of {$1600.00} and that check was canceled by PNC, and PNC told me to write a new check. 

Again, PNC told me that there was nothing I could do about this and that they would escalate it for me. They did say that they would request that the bad check fee they charged would be reversed, but they couldn't promise anything. 

I don't even know how to resolve this now. PNC is making unauthorized transactions on my account and they need to admit they screwed up and fix it.

Company response to consumer: Closed with explanation