Consumer complaint received 2018-08-16
Company: PNC Bank N.A.
State: DC
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
PNC Bank continues to make improper and unauthorized debits against my checking account for a Home Equity Line of Credit ( HELOC ) of {$150000.00} that I have with them. Minimum payment due on this account by XX/XX/2018 was {$50.00}. On XX/XX/2018 I mailed a check of {$2500.00} to PNC for the HELOC account : {$50.00} for the minimum due, and {$2500.00} extra principal and I indicated this split on the bill voucher. On XX/XX/XXXX PNC cashed this amount of {$2500.00}. On XX/XX/XXXX, several days later, PNC then unilaterally and without my authorization or my wife 's debited our checking account an additional {$50.00}. I noticed this on XX/XX/XXXX at which time I called PNC to complain and to ask them to ( a ) refund me the {$50.00} ; ( b ) assure they would stop doing this in the future ; and ( c ) provide me with how to make a complaint with the appropriate regulatory agency. They have so far done none of this despite my several ( lengthy ) phone calls and emails requesting such I have cut and pasted below an XX/XX/XXXX email exchange on XX/XX/XXXX. I also left a voicemail with this PNC official on XX/XX/XXXX -- I have received no return call. 

XXXX XXXX Dear Ms. XXXX : Thank you for your email. I hope we can resolve this matter quickly ( no later than XX/XX/XXXX ) by email as that will be more efficient and leave a written trail. 

I reached out to PNC on XX/XX/XXXX and spoke with a XXXX XXXX ( sic? ) and requested that a supervisor call me back on Friday, XX/XX/XXXX, at XXXX EDT. It was my understanding that that would happen. When it did not then at about XXXX EDT today I initiated more calls to PNC and on my third attempt first two calls of  about ten minutes total dropped was connected to a XXXX XXXX in Escalation ( XXXX ). 

I made three requests of Ms. XXXX : 1.That our joint checking account be immediately reimbursed for an improper debit of {$50.00} made by PNC on XX/XX/XXXX. 
2.That I receive a written letter from PNC confirming that henceforth it shall be able to handle my checks for the HELOC account correctly, something it has been buffaloed by for some unknown reason for several months now. 
3. That PNC provide me with a contact at the necessary regulatory or oversight department concerning banks in the USA as I may decide to make a formal complaint for these continued improper debits to our account. 

At that point, Ms. XXXX said she would have to escalate the matter further as my mention of regulatory required her to do so. 

In any case, if we do need to speak I could do that on XX/XX/XXXX at either XXXX XXXX or XXXX EDT but, as noted, if we can resolve all of this by email that would be my preference. 

Thank you XXXX XXXX XXXX p.s. You may also see in notes that I have been calling PNC about this same problem for several months and amongst all those calls have probably spoken with about ten different individuals for well over two hours combined. 

From : XXXX, XXXX [ mailto : XXXX ] On  Behalf Of PNC Bank Retail Escalation Team Sent : Monday, XX/XX/2018 XXXX XXXX  To : XXXX XXXX Subject : Contact Requested Contact Requested XXXX XXXX XXXX : XXXX At PNC, we believe feedback from our customers helps us provide better service in the future. Thats why we want to thank you for taking the time on XX/XX/2018 to share your concerns with us. 

Your concern has been forwarded to my office for review, and I would appreciate the opportunity to discuss the matter further. I have not been able to reach you by phone at XXXX. 

Please contact me by phone at XXXX, extension XXXX or reply to this message with the best times and phone number to contact you. 

I look forward to the opportunity to assist you Sincerely, XXXX XXXX Please note that email is an unsecured form of communication. We are contacting you via email because we have been unable to reach you by phone. If you choose to respond to this email rather than calling the number we have provided above, please do not include any account related or sensitive personal information in your response ( examples include, but are not limited to, account numbers or social security numbers ). 


The contents of this email are the property of PNC. If it was not addressed to you, you have no legal right to read it. If you think you received it in error, please notify the sender. Do not forward or copy without permission of the sender. This message may be considered a commercial electronic message under XXXX law or this message may contain an advertisement of a product or service and thus may constitute a commercial electronic mail message under US law. You may unsubscribe at any time from receiving commercial electronic messages from PNC at http : //pages.e.pnc.comXXXX PNC, XXXX XXXX XXXX, XXXX, PA XXXX ; pnc.com

Company response to consumer: Closed with explanation