Consumer complaint received 2020-03-09
Company: PNC Bank N.A.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
My mother passed away in XXXX of XXXX. I went to the bank with my mother after my father passed away in XXXX of XXXX so that I could be added to her checking and savings account. I managed my mother 's finances for several of the years following my father 's death ( I wrote checks, made deposits etc. ) and was never advised that I was not on the account. After my mother 's passing and all of her bills were paid, there was XXXX left in her checking account. I attempted to close this account at two different branches. The first branch ( XXXX, OH ) told me I could not close the account because I was not on the account. I had my mother 's death certificate with me. I couple of months later I received a notice from the bank that the account was going to start to be hit with fees. I then went to the XXXX OH branch where they told me I had to make an appointment to close out this account. I went back a couple of days later and met with an associate and I explained the situation and I provided my mother 's death 's certificate. The associate told me she would contact me if there were any issue with closing the account. I heard nothing. After that date my mother 's statement came with DECD after her name but the account was still open ( with XXXX in it )! In XXXX a {$3.00} Check Images Statement Fee was assessed to the account and funds were transferred from somewhere??? to cover the fees. Additional fees were assessed in XXXX. Around XX/XX/XXXX I received a statement for XXXX where I saw all of these transactions. 
I then called their customer service line and was told that the transfer was coming from a Line of Credit which was actually an overdraft protection account. At that time the agent advised me that I was on the overdraft protection account but not on the checking account. How is that even  possible???? The agent then told me, I had to send a letter to a different department ( Channel Services-Notice of Death Team ) to close the account. She also told me that there was a copy of my mother 's death certificate on file. I mailed this letter in XXXX of XXXX. I was also advised that the Line of Credit statement was being mailed to an address that I lived at over 7 years ago. I never received any contact or letter back from the bank after I sent the letter. 

In XXXX I received a late notice and a threatening collection letter from the bank for the overdraft account. I called the collection department and was advised flat out that they could not help me. He said he has no idea why anyone would tell me to send a letter because an account can only be closed at a branch. I refuse to make another trip the the branches as they show absolutely no interest in closing out accounts!! I have wasted hours of time to get this account with XXXX XXXX left in it closed. It's ridiculous. 
My final straw was this week when I Late payment was added to my credit report by the bank!! My credit score was well over 800 and now it is not. This must be corrected ASAP.

Company response to consumer: Closed with monetary relief