Consumer complaint received 2021-09-22
Company: PNC Bank N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
In XX/XX/2021 I received a notice from XXXX XXXX XXXX that my monthly rate was going to increase. I called XXXX XXXX at XXXX to cancel my service because I could not afford the increase. XXXX removed the increase and also gave me a 10 % discount. Because of the offer I did not cancel my account. When the XXXX transaction processed at PNC Bank it was for the full amount. I called XXXX and left a message but did not get a return call. I disputed the charge based upon the wrong dollar amount charged. I received a credit for the {$49.00} and a investigation was started. I eventually was able to contact XXXX and explained what I did. She looked at the account and said the correct amount should have been {$42.00}. I told her to run that amount and it should pay. When XXXX attempted to process the correct amount It failed to process. I called PNC Bank and spoke to a representative about the issue. I was told that two amounts were trying to process, one for {$49.00} and one for {$42.00}. I called XXXX back and told her what happened. She then cancelled the XXXX payment and said the {$42.00} would be charged in XXXX. When the XXXX payment attempt was made it failed to process again. I called PNC Bank and was told that the payment problem was on the XXXX side. I questioned the fact that there was a dispute filed, would that cause the problem. I was told no. I called XXXX again and she looked at the account and cancelled the XXXX payment. The next payment was due in XXXX. When the XXXX payment was attempted to be made the payment was rejected by PNC. I called PNC again speaking to a different representative and that person told me that the dispute was in fact the problem. I told that representative that the correct payment is {$42.00} and that the other bills were voided. That representative asked then if the issue was resolved. I responded yes so they charged my account the {$49.00} when no payment was due. I filed another dispute because nothing was due and moved the payment to another bank so the bill would be paid in a timely manner and paid correctly. 

I have been getting letters over the issue from PNC Bank so I went to a local branch and spoke to a XXXX XXXX at the XXXX XXXX here in XXXX. I explained the issue to him and he understood, after looking at the history of what went wrong. The dispute was filed incorrectly by PNC Bank. XXXX entered information into the PNC Banking System to correct the problem. A few weeks later another letter came from PNC Bank over the same issue. I once again contacted XXXX XXXX, the branch manager at XXXX XXXX, and once again he looked at the account and sent an email to someone and said he would watch the email to see when someone read it. He also said that the issue should be taken care of. 
On XX/XX/XXXX I got another letter from PNC Bank over the issue saying that their investigation showed that the payment should have been made and that they were going to reverse the credit given on XX/XX/2021. I sent XXXX XXXX another email and a copy of the letter. I told him that I would start closing accounts at PNC unless this gets corrected. I received an email on XX/XX/2021 from a PNC Bank Representative wanting to talk to me. We eventually connected over the phone and she said the same thing as the letters have been saying that they would remove the money from my account on the XX/XX/XXXX. I explained that nothing was due and the money needed to stay in my account. She was adamant about removing the money from the account even though nothing was due. My XXXX account was paid as agreed. 
Here is a case where a customer is not protected using a debit card for unauthorized charges. This money belongs to me, not PNC Bank and not XXXX. Even a branch manager could not get this resolved because the dispute department and their representatives will not listen. They are just lazy and do not want to investigate properly. All they would have to do in contact XXXX and ask if the payment is due, but they could not be bothered. Its easier to put the customer through XXXX in this ridiculous process. I have even provided proof that the account is current. PNC Bank wants information of how the bill is being paid. They want the account number of the bank that I am using to pay the XXXX account. I will not provide them with that information. I feel it is none of their business. The bill is mine, not PNC Banks. The money is also mine, not PNC Bank. 
I want the {$49.00} returned to my account and this issues settled.

Company response to consumer: Closed with monetary relief