Consumer complaint received 2023-12-06
Company: PNC Bank N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
This complaint concerns PNC Bank, based in XXXX, PA. I have a XXXX child and paid his {$130.00} income taxes on his behalf via a check sent to the IRS, payable to the United States Treasury. The IRS drafted the payment out of my account via ACH draft on XX/XX/. This draft clearly appears in my online banking, but because it was an ACH draft, I never received a canceled check image. On XX/XX/ we received a letter from the IRS claiming my son had not paid his taxes. Since I did not have a canceled check, I sent the IRS a copy of my PNC bank statement showing the payment, but they did not accept that as proof, and demanded additional documentation in a letter received XX/XX/. I have been trying since then to get PNC to provide proof of this draft having been taken from my account and sent to the US Government. 

PNC 's customer service throughout this month-long ordeal has been appalling. I called their Choice Banking service team repeatedly, starting on the day we received the IRS letter. I was assured they would find me a routing number or other documentation of the payment for the IRS, but it was never provided. We were eventually assigned a " Retail Support Case Manager '' named XXXX XXXX This person claims to have called, left voicemails, and mailed me repeatedly, but I have a modern XXXX and there have been XXXX missed calls, XXXX voicemails, and XXXX snail mail received. I find these claims extremely dubious. It's 2023, XXXX don't just " eat '' multiple missed calls and voicemails. I have received two generic " tried to reach you '' emails from her, which I have responded to promptly, and she never replies. I have repeatedly called XXXX 's direct number, and she never answers the phone. The call is then automatically forwarded back to PNC 's general customer service. Each time the agents tell me that XXXX is working that day and they are text-messaging with her, and they transfer me back to her number. She never picks up, and has never returned any of the multiple voicemails I have left. Other agents have told me that PNC has mailed me the requested documentation, which I later found out to be untrue. 

Eventually I refused to speak to anyone but an escalation team member. I was finally connected with XXXX, a member of the PNC " Executive Client Relations '' team. He confirmed that, contrary to prior claims by the Choice Banking support team, there was no evidence of Proof of Payment having ever been sent to me. The only thing he could see having been mailed to me was a letter from XXXX XXXX having tried to reach me. I informed XXXX that I have XXXX evidence that XXXX has ever tried to reach me by phone as already described. 

XXXX apologized for this and stated he had sent an internal message to XXXX XXXX about this lack of contact. He then stated he had processed a request to mail us documentation of this payment, since he did not see any evidence of that having been done previously. I asked if it was possible to get this proof electronically as well, both for my records and to allow faster response to the IRS. XXXX stated he would look into that and follow up with me. We ended the call at that time. As I write this complaint, that phone call was 9 days ago. XXXX has never followed up with me, we still have not received any documentation about the ACH draft, and the IRS continues to add penalties and interest to my XXXX son 's taxes they claim were never paid.

Company response to consumer: Closed with explanation