Consumer complaint received 2019-05-22
Company: PNC Bank N.A.
State: DC
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Overdraft, savings, or rewards features

Complaint:
On XX/XX/2019, I received a notification from my budgeting app advising that my PNC account was no longer linked and I would need to contact my bank to authorize the access. I contacted PNC around XXXX XXXX. I explained the circumstances and the gentleman advised PNC recently updated their security settings on XX/XX/2019 which prevents Third Party Apps from accessing the bank account system without an authorization from the owner which is completed thru a text verification process I inquired about how consumers were notified of the new security measure put into place and the rep advised I should receive the notice via mail this week. ( As of today I still have not received any notification ) I explained to the gentleman the app I have linked to my PNC, monitors my spending with the linked accounts instantly credits my account when it is a possibility an account could go into an overdrawn status. I recently enrolled into overdraft coverage with PNC to ensure my transactions process when using my card and I used the Third Party app as back up to ensure the funds would be instantaneously available in the case that I do overspend. However, due to PNC disconnecting the account from the Third Party apps ; the app was unable to monitor the account, as it paid to do. I advised my account was now in an overdrawn status with additional fees pending due to the lack of communication from PNC. The rep advised he def understood my frustration and that he would refund the fees that had already been assessed to the account. 
While he worked to refund the fees, he advised me to disconnect my banking information from the Third Party app and re-enroll with my PNC log in as the app requests. Once I attempted to log into my account via the Third Party App, PNC would be notified and send me a text verification that would allow the app to sync with my PNC account which would prevent additional fees from being assessed to the account. While on the phone with the rep, I disconnected as instructed and attempted to reconnect PNC banking information thru the app. The app advised, online access was not authorized and I would need to contact my bank. I explained to the rep the error message I received from the app again. He recommended I shut the Third Party app down completely and try again. 

While completing this task, he advised the system would not allow him to refund the fees and he would need to have a manager complete the refund. He placed me on hold to retrieve the manager while I continued to sync my account with the app. Upon his return, he advised the manager would have to return my call because there was not one available at that time to resolve my concern. I accepted the return call option. I then requested assistance to resolve the access issue via the third party app. The rep advised When I attempt to access my account via the app the new security measures should prompt PNC to send me a verification text. I advised that has not happened as of yet after numerous attempts of trying to connect. He asked if I was enrolled in mobile alerts. I told him I believe so. He asked to verify my enrollment by logging into online banking under the Alerts tab. I looked and it showed that I was not enrolled He then explained I would need to enroll in the Text message verification process to allow the App to access the account. I attempted to enroll in the mobile alerts & received an error message that I am already enrolled although the system says I am not enrolled. ( verification attached ) He said that was odd and proceeded to confirm that I have not previously enrolled and no one else has my number to enroll. I denied both inquiries. He transferred me to online banking after advising a manager would call me back to confirm when my fees were refunded. 
Once connected to an online banking rep, I explained the error message. Once again we went thru the enrollment procedures as according to his system I am not enrolled in mobile alerts. The results stayed the same. He advised he would submit a ticket for this error to be fixed. We disconnected the call under the pretense that a manager would follow up with me the next day confirming my refund was processed and mobile alerts had been fixed. 

On Wednesday, XX/XX/2019, @ XXXX XXXX. I called PNC again because a manager had not returned my call. The rep told me a manager would be unavailable until after XXXX XXXX and I should call back after that time. I called back at XXXX XXXX and went thru the prompts to get to online banking in an attempt to resolve the mobile alert/verification issue first, where the phone just rung for 9 minutes and no one answered. Eventually, I hung up and called back at XXXX XXXX and went thru the prompts to access assistance with my checking account to confirm the refund had been processed. I spoke with a rep where I explained the situation again ( y arent the notes on the account? are the calls recorded?? ). She then transferred me to a manager where I had to explain the situation again. After explaining again, he did state there were no notes indicating I would receive a refund but a manager would review the account for a refund. I explained that was inaccurate and I was told the fees would be refunded because PNC 1- did not notify me of the updated security measures and what would be required from me as a consumer who should have access to my account, which prevented the funds from being transferred to the account to prevent the account from being overdrawn status 2- the mobile alerts are not communicating to my device due to a system error on their side. The manager then explained that he does not have the capability to refund the fees because the funds did not transfer from XXXX XXXX. I advised him that was inaccurate summarization, the transfer was not from XXXX XXXX but thru a third party budgeting app that prevents the account from going into the negative status when it is a possibility of an overdraft occurring. He reinstated he is unable to waive the fees. I requested another manager that could actually assist me in my concerns as I was previously told the fees would be refunded. He then explained PNC bank policy would not allow the funds to be refunded ; He explained the decision would not change because this is PNC 's policy. He then placed me on a brief while transferring me to his supervisor. A young lady stating she was a Corporate Manager then connected on the line, and she summarized the situation as " requesting the fees to be refunded because the funds did not transfer from XXXX XXXX to credit the overdrawn account '' I explained that was inaccurate summarization and I once again explained the circumstances. The rep then explained " PNC Is not responsible for how Third Party apps transfer funds & the fees would not be refunded and I am accountable for the account '' She then attempted to sale me overdraft protection credit. I responded with the explanation that I do understand PNC is not responsible for Third Party apps. My problem is I was being proactive by setting up an instant credit onto my account to prevent this from occurring ( if reviewing my transaction history which is attached as well there is a credit " earnin '' to my account which is the app crediting the account to prevent overdraft activity ; the " earnin '' credit is later deducted when my direct deposit from work clears ) however, PNC implemented security measures ( which I do appreciate when notified ) which removed this proactive measure causing avoidable fees. I have taken the steps to avoid these fees and it was working until PNC disconnected the Third Party app. 2- When attempting to reconnect the Third Party app, based on the instructions provided by the rep, to avoid additional fees. There is a system error that is preventing me from doing so which can cause additional fees due to the account needing to be credited by XXXXXXXX XXXX. The manager who advised she was with the corporate office and will not refund the fees due to PNC not being responsible for Third Party apps which is not what I was/am expecting PNC to do. 

I am a firefighter with Washington DC and unfortunately, I am currently in the middle of my 24-hour shift and I am unable to access an ATM. The only access I have currently is thru online access. Even if I transfer funds, they will not be received until Tomorrow ( which is thru XXXX an online app thru PNC that was advertised that transfers could credit same day but turns out they do not ) I do not have a problem paying for fees I caused but this could have been avoided if proper communication had been in place.

Company response to consumer: Closed with explanation