Consumer complaint received 2023-01-18
Company: PNC Bank N.A.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
XX/XX/XXXX - A man gives me an electronic check from XXXX XXXX to purchase my sofa. 
I wait until the next day and it is posted to my account. Funds are available. ( XX/XX/XXXX ) XX/XX/XXXX - I called Pnc ( XX/XX/XXXX around noon ) to verify the funds and status of the check. XXXX and MD both from customer service tell me a posted transaction indicates that the deposits is fully processed and completed. They also said that posted indicates that the merchant has successfully collected the funds. ( I have screen shots of them writing this in our chat that I can upload ) Knowing that information, the guy then asks for a refund and no longer wants the item, so I refund him via PNC XXXX ( XX/XX/XXXX around noon ) I didnt think anything of it because I had been told by PNC that the check was posted and fully processed. 

This guy started to act and communicate very strangely so I called PNC back and let them know and then they told me that sounds like fraud. At that point I had already sent the XXXX as a refund. ( Around XXXX XX/XX/XXXX ) I called XXXX and they told me since I used PNC XXXX send the money that they couldnt help me but eventually I spoke with a high up supervisor and he could only help by filing a case for this the case number that he gave me for XXXX XXXX XXXX. ( Around XXXX XX/XX/XXXX ) I called PNC back to see what we could do since the XXXX XXXX were still only pending but they advised to wait until they are posted to call back and file a dispute. ( Around XXXX XX/XX/XXXX ) XX/XX/XXXX - I spoke with XXXX XXXX XXXX from PNC ( on the record ) She CLEARLY states that the check is valid, verified and fully processed. She tells me that I shouldn't worry, and that she saw a temporary hold on the check to verify, and that hold came off since they verified that it is legitimate. She reiterates several times that the check is fully processed, that the funds are fully received, verified and available. ( Conversation ended at XXXX on XX/XX/XXXX ) XX/XX/XXXX - Check bounced and came back with a {$12.00} service charge as well. 
I then drove straight to my local branch and met with the Branch Manager at XXXX in XXXX, XXXX She helped me file a dispute and a complaint for PNC XXXX She was very apologetic and felt horrible that PNC would give me such false information regarding this check. 

XX/XX/XXXX - XXXX XXXX from PNC called me and started helping me build the case to receive the refund. She too was very apologetic and understood the issue or misinformation that was given to me. 

At this point ( XX/XX/XXXX ), there still hasn't been a real update other than XXXX continuing to work on the case and fight to get my money back. I have proof of multiple PNC chats and phone recordings that all state very clearly that the check is valid, verified, and fully processed. For the check to be sent back as fraudulent ( after I had returned the funds to the check sender ) was extremely misleading and frustrating since PNC very clearly communicated to me that the check was verified. I would really appreciate help with this matter in making this right on PNC 's end. This was not honest or integral on PNC 's end at all. Again, please view the phone call with XXXX on XX/XX/XXXX at XXXX XXXX. This is the most clear and direct information about the check 's status. PNC should have recordings for all of the phone calls.Thank you.

Company response to consumer: Closed with explanation