Consumer complaint received 2018-04-14
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:
On XX/XX/XXXX, I went to the PNC ATM located at : XXXX XXXX XXXX XXXX, Washington, DC XXXX around XXXXXXXX XXXX   EST. I inserted my card, punched in my pin, selected Prepaid Cash Deposit, inserted {$130.00} ( XXXX XXXX XXXX, XXXX XXXX, XXXX, and XXXX- singles ). The ATM Machine counted the money, and then asked me to confirm whether {$130.00} was accurate. I pressed YES. Shortly after, it returned the whole amount, my ATM Card, and printed a slip that said to contact my Financial Institution. 
Since there are 3 ATMs in total at that location, I went to the one I have deposited funds more than 3 times in the past. I inserted my card, punched in my pin, pressed Prepaid Cash Deposit, Inserted {$130.00} ; the screen reflected " Counting Money, '' but nothing seemed to be happening. Next thing I know, the machine returned my card, but not the funds or a receipt ; and the funds NEVER went to my account. NOTHING was credit. 
Immediately, I called the Bank. They referred me to the Dispute Dept who kept saying it would take up to 4 business days to see the funds back. Four days was WAY too long, so I called again. This time they said it would take 10 to 15  Days ( words by XXXX in TX ). I went crazy. So, I called the Police. Then I called PNC Security, the number on the door. Both the Police and Security informed to walk into the Branch the next day ( in the morning ) to resolve the issue. PNC Security said the Bank can print an activity list of that ATM and see the problem. 
The next day, XX/XX/XXXX, at XXXX XXXX EST, I was at the branch. XXXX chose to assist me. She kept saying, " I know how to credit an account immediately with a regular account, but not with a Smart Access Account. So, I need to call someone for help. '' XXXX XXXX took OVER 1 hour jumping hurdles, just to then say, " I'm sorry, you have to wait 10 to 15 days .... '' for MY {$130.00} CASH that was IN THEIR ATM Machine. I told here what the PNC Security Dept said about running the report. Both XXXX and XXXX said, " NO, it doesn't work that. We can't do that etc. '' At that point, I was furious. So, XXXX the VP of the Branch said, " XXXX, I'll see what I can do for you. '' The ladies gathered {$9.00}, gave it to me out of the kindness of their heart. I left because I really had a XXXX XXXX. appointment to go Kayaking that had cost me money. So, I left. 
When I finished the event at XXXX XXXX, I called XXXX around XXXXXXXX XXXX, and she was gone for the day. Then I showed up to the bank by XXXX XXXX. because I had NOT heard from anyone. The moment I walked in, XXXX said, " I just left you a message. '' I told her, well, my phone is dead. I haven't received anything. 
In conclusion, I DEMANDED something in writing that reflected this incident was indeed in the DISPUTE Department ( back-end ) the way XXXX from TX ( a Supervisor in the Dispute Dept ) said it had been escalated. 
That night, I dialed XXXX, and smoke to another woman. I shared the incident. She told me to dial another number because she couldn't transfer me. Also, due to the fact that PNC Bank refused to credit my account immediately, I had to cancel a XXXX  XXXX Reservation, cancellation # XXXX at XXXX XXXX, and ask a random stranger to " Please allow me to shower at his place. '' XXXX - ( XXXX ) XXXX ; And I had to sleep at the XXXX XXXX XXXX another night - XXXX XXXX. All of this happened because PNC Bank REFUSED to say, " XXXX XXXX, we are sorry this happened to you. Since the ATM Machine is  indeed PNC 's property, it's our fault this happened. We're going to go ahead and credit your account, {$130.00}. We see that you did come here. You have shown us the receipts. And we will take up to 10 days or so to conduct a detail investigation on OUR time frame. We understand how important this is and how urgent you NEED the money. '' NO, not at all. They all wanted me to just STRUGGLE. 
On XX/XX/XXXX, at XXXX XXXX, I emailed XXXX XXXX XXXX, the CEO, and I shared with him this incident. I kindly asked him to please have the funds in the account. When I attempted to email him the images that support my story, the images all got rejected, but not the messages.

After the XXXX XXXX XXXX XXXX I called my account around XXXX XXXX, and it still reflected {$0.00}. So, I dialed XXXX again. XXXX answered the call, who then escalated it to XXXX, who then escalated it XXXX - Retail Operation Manager in Michigan, ( XXXX ) XXXX ; and after speaking to her, she had the nerves to say, " I'm going to ASK the Dispute Dept, via email, if we can place a rush on this case. I'll call you on Tuesday, XX/XX/XXXX, and let you know " IF '' we can rush this. IF ... .can you believe that. I told her, " BY law, a bank can not hold a Customer 's money. And this was CASH. What is there to investigate? Are you guys sending someone to the XXXX XXXX location to COUNT the cash in that ATM? With all sincerity, I think this was an Intellectual Property Crime ; and it's a crime to HOLD MY Money. So, now I'm filing this complaint against the bank. They are stealing from me. At this point, this is a THEFT. Their ATM TOOK MY MONEY ; and they are refusing to give it to me. So, I need your help to prevent them from doing this to me again or anyone else. A month and a half ago, their ATM Machine in XXXX County, FL ate my ATM card, but reflected the money upon making a deposit. I had to call PNC Security, the Police, Customer Service, Customer Relations ; and the following morning, they gave me a similar looking card. Now I experience this. Is my account indeed a PNC Account or a dummy account controlled by a group of thieves? Why won't PNC credit my account immediately if they have seen the cameras more than once? XXXX XXXX XXXX

Company response to consumer: Closed with explanation