Consumer complaint received 2018-07-03
Company: PNC Bank N.A.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
My mother and I were co-owners of a consumer checking account at PNC Bank. My mother passed away in XX/XX/XXXX and her attorney instructed me to close this account. 

On XX/XX/XXXX, I called PNCs customer service number and asked how to close this account online as there are no branches in Colorado, where I live. I was instructed to send a secure message through online banking, which I did. On XX/XX/XXXX, after a bizarre message telling me that I had additional steps to take because I live outside of the US ( no idea what that was about ), I was assured via an online message that the account was being closed and that I would receive a check for the balance in 7 to 10 business days. 

I received a statement dated XX/XX/XXXX showing a closing transaction of {$7300.00} on XX/XX/XXXX, with a {$0.00} remaining balance. 

On XX/XX/XXXX, I received a letter thanking me for converting my account ( dated XX/XX/XXXX XXXX. 

On XX/XX/XXXX, I called customer service. I was told that the computer spits out that notice and it doesnt necessarily mean that my account was converted. I was assured that a check was in process. 

On XX/XX/XXXX, I called and asked for my case to be escalated as this was my XXXX contact with PNC about closing this account and getting the funds. I spoke with XXXX XXXX ( phone XXXX ). He said that checks take 6 to 8 weeks to process ( the first time anyone told me this and not what I was told in XXXX ). 

When that deadline had passed, I called XXXX on XX/XX/XXXX to ask for an update. He did not answer his phone and I left detailed voice messages on XX/XX/XXXX at XXXX XXXX XXXX, XX/XX/XXXX at XXXX XXXX, and XX/XX/XXXX at XXXX XXXX. The fourth time he did not answer his phone, I pressed 0 to be re-routed to another person. 

That day, XX/XX/XXXX, I spoke with XXXX XXXX ( phone XXXX ) who said that a check has been mailed to my XXXX XXXX on XX/XX/XXXX and had cleared. I insisted that I have not received a check. She said that she was going to stop payment on the check and re-issue it, and assured me that she would call me with an update in 2 to 3 business days. 

When that deadline had passed, I called XXXX. She did not answer her phone and I left detailed voice messages on XX/XX/XXXX at XXXX XXXX  XXXX, XXXX XXXX and XXXX pm. The third time she did not answer her phone, I pressed 0 to be re-routed to another person. 

I then spoke with XXXX XXXX ( phone XXXX ). She looked into my case and said that the original check had actually not been cashed. She said she asked for a stop payment to be placed on it and a replacement check to be issued. She said that the check would be issued on XX/XX/XXXX and I could expect to receive it in 7 to 10 business days. I asked for a phone call letting me know when the check was being mailed and XXXX said that she would ask XXXX to call me when that happens. 

I am filing this complaint anyway because no one at PNC Bank has done what they have said they would do yet. Their M.O. seems to be to day whatever they have to in order to get off the phone, then not answer their phones or return their calls until I give up and go on to the next person. Based on my experience with them since XXXX, I have no reason to believe that they have any intention of giving me the money due me without me escalating the matter outside of PNC.

Company response to consumer: Closed with explanation