Consumer complaint received 2023-03-15
Company: PNC Bank N.A.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Hello, I am reaching out looking for help in regards to my banking relationship with PNC. I was a customer of theirs for around 20 years with the same accounts. On XX/XX/XXXX I attempted to access my account via mobile login. The login was not working and I was unable to use the password reset to regain access to my account. Since it was a holiday I decided to wait until the following day and called PNC on XX/XX/XXXX. After 20-30 minutes on the phone someone finally realized that I was supposedly mailed a letter around XX/XX/XXXX stating that PNC decided that they wanted to end our banking relationship. I asked how this was communicated and I was told a letter was mailed to me. I asked why and was told it just stated that just like a customer can decide they don't want to do business, PNC also has that right. I never received a letter, nor any other form of communication that my account was being closed. 

At the time of this incident I had nearly {$30000.00} in my checking and savings account and was frozen from accessing it with no notification. I went to my local PNC branch and after spending quite a bit of time there was able to get them to move my money to one checking account and then told to write a manual check to transfer only. I was not able to withdrawal cash from my account at that time. I went through the steps of this process and created a new account and wrote a check. This process took nearly a week for the check to clear so I was without my money from almost a week. 

Another challenge with this situation is that I have no access to see which transactions were hitting my account, nor access to my account to pull statements to see what is going on. I do not balance to the total I was given today in my account and have no way to review transactions to balance my checkbook. I was also told that a certified check would be cut on XX/XX/XXXX clearing out the balance remaining in my account. I just called PNC and they said this process could take a week or more. This is not acceptable to me. Also, I still have no access to pull my bank statements that are all stored digitally online only. I was told that I can not gain access and the only way is to write a letter asking for each monthly statement. 

This entire situation seems wrong and illegal. How can a bank decide they no longer want to do business with me and all they have to do is say they mailed a letter first class to tell me? Then not allow me to withdrawal cash from my account? It is not like I did anything wrong in this situation to be treated in this manner. They chose not to work with me and then held my money and information XXXX. 

I am hoping that someone can help me get the rest of my money and get access to all of my statements that are digital only. Ideally I feel like I should be compensated in some matter for not having access to my cash for almost a week, as well as having to spend hours of time on the matter because I was blindsided.

Company response to consumer: Closed with explanation