Consumer complaint received 2018-11-07
Company: PNC Bank N.A.
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Problem adding money

Complaint:
On Friday Night XX/XX/18 at approximately XXXX-XXXX XXXX I went to PNC Branch in XXXX , GA to use the drive-up ATM to load my PNC Smart Access prepaid card with {$580.00} in cash. I inserted the money into the deposit door and it counted it and verifed {$580.00} was inserted. I verified the amount and the screen started processing it then suddenly said transaction failed, contact financial institution. I waited for a minute or two and my card finally came back out, but none of the {$580.00} ever came back out of the deposit door. The door opened and closed multiple times like it was trying to give me the money but no money ever appeared and finally the machine went back to the welcome screen. I immediately called the number on the back of my card while still at the ATM machine and let them know what was going on, they apologized and said they could see where I attempted to make a {$580.00} deposit and it did not go through. I informed the lady that the money never came back out and she started the process of filing a claim. She later told me that since there was no transaction she couldn't file a claim but would take down everything I had told her and send it to the appropriate person and/or bank for investigation. I asked her what to do at the ATM and rather I should leave or not because I was afraid the money may come out after I leave and she said no it won't come out if it hasn't already as the atm won't do that. Fine.  I leave the ATM and finish up our conversation and ask for claim number. She claimed that since she couldn't file an actual dispute that she couldn't provide me with any sort of reference number and told me not to worry it would be forwarded to the appropriate people. Fast forward to Monday XX/XX/18, I called to follow up on this matter and spend 1 HR 32 MINS on the phone getting transferred to 10 different people and hearing 3-4 different stories about the matter. The stores I got are as follows : 1. ) The claim has been denied as the ATM reported no errors and it balanced.

2. ) The claim is still open and hasn't been assigned 3. ) The claim was filed incorrectly on behalf of whomever I spoke to Friday night and that they entered XX/XX/XXXX instead of XX/XX/XXXX. 
4. ) That the claim was denied but they didn't understand how it was denied in the first place as no audit had even been done at that point on the machine.

5. ) Finally, the 10th person I spoke with told me that he didnt understand what was going on because it appeared the dispute department handled the claim incorrectly and that he would forward me to someone who could reopen it. 

I got forwarded to someone who reopened it and they told me that XXXX was assigned to the case and would follow up. Tuesday XX/XX/18 I call again to follow up and again get put on a 1.5 hour merry go round of a phone call and get told everything from the claim was again denied, to the claim was still open and finally a manager who told me the claim was denied as no errors were shown, the atm balanced and that they saw no record of me even attempting to make a {$580.00} deposit on Friday Night. I told her that was impossible as the agent I spoke with on Friday Night was able to tell me that she saw where a deposit was attempted and did not go through and the lady responded that she didn't know what they were looking at cause she saw no evidence of that and told me there was nothing they could do. Finally, I got off the phone with her after getting no help and called back again and specifically asked the agent if she could see an attempted deposit on my card for {$580.00} Friday Night ... she looked and said yes. I explained to her that the manager of escalations just told me that she never even saw evidence of a deposit attempt and doesn't know what yall are looking at. The lady on the phone then told me that it was on the log clear as day and didn't understand what was going on. She put me on hold multiple times, talked to some folks and finally came back and said well it has been denied and there is nothing we can do. 

What the heck is going on here? Multiple stories, lies and transfers and I have no results and none of my money back to me. I even asked the manager on the phone if cameras were looked at, what was investigated and said video footage will clearly show me putting money in and nothing coming out. The lady told me that the atm video will not show that because they have no coverage of the deposit or withdrawal doors. 

I demand a through investigation into this matter including every angle of camera footage, total checks of all areas inside the ATM, a investigation into who verified this ATM and an internal review of every recorded phone call to verify this run around I have gotten. My money is missing and PNC Bank is acting like I don't matter and they don't care enough to look into it further. At the end of the day {$580.00} of my hard earned money is missing and I demand justice for this matter. How can I even trust them when they couldn't even get their story straight and even admitted to the claim being mishandled and keyed incorrectly? Nothing makes sense!!

Company response to consumer: Closed with explanation