Consumer complaint received 2023-05-04
Company: PNC Bank N.A.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My Husband and I, opened joint checking, savings and high rate saving accounts at PNC Bank on XX/XX/XXXX. I made deposits, direct deposits and ACH transfers to fund my accounts. On XX/XX/XXXX my husband deposited three checks into our joint savings account. The checks were from XXXX XXXX XXXX and were drawn on XXXXXXXX XXXX out of New York. The amount of the checks were {$12000.00} ; {$390.00} and {$51.00}. After 7 business days the funds were still suspended ( on hold ) in our account. That day, I received a letter dated XX/XX/XXXX and post marked XX/XX/XXXX, received XX/XX/XXXX, that said the funds were on hold and also said that the funds usually would be available after 5 business days. As that was more than 5 business days, I called PNC Bank and was subjected to horrible customer service and the PNC rep hung up on me. I called back and requested a Manager and was told that it is PNC policy for the rep to resolve issues and not bother Managers. I demanded a Manager and was transfer to " XXXX. '' I explained to XXXX that I feel PNC is treating us badly because we are a XXXX XXXX XXXX  When I told the prior rep that my husband had made the deposit, her entire demeanor changed. XXXX was very professional and put me on hold and investigated. He returned and told me that the funds were on hold as the checks needed to be verified. I asked what that involved and how long that takes? He said he is not sure, but I could call the loss mitigation department and they might be able to assist me. XXXX also told me that he could escalate my complaint to the Executive Customer Relations Team and would do so. Today I was in my local PNC Branch with my husband. We spoke with XXXX XXXX at the XXXX XXXXXXXX XXXX XXXXXXXX. XXXX attempted to help but said that all of the departments that can help close at XXXX XXXX XXXX as they are located in the Eastern USA. I said you mean they have 60+ branches in California and no support services after XXXX- WOW! XXXX said that she would follow up in morning and call me as soon as she connected with her support team back east. XXXX provided excellent service with the very limited tools PNC has available to California customers. XXXX also told me that she had learned that the hold had been extended to XXXX! Yes she confirmed the hold is now more than 3 years! I said, but I called XXXX and they confirmed with their bank ( Chase ) that the checks had all cleared and were debited from their account. They have requested and are sending me copies of the cancelled checks. XXXX said please let me talk to the Executive Team tomorrow and get the bottom of this. Again, the only explanation is that we are being discriminated on the basis of our sexual orientationXXXX We both have a XXXX score of XXXX. We have no credit card card debt and pay our cards in full each month. We have no bad credit. We have never bounced a check. We both have more that 35 years of work history and earn a combined household income over XXXX per year. I am the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and my husband is an XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  We own our own home and have more than five years perfect payment history on a 20 year 2.5 % mortgage. We have direct deposit of our net pay into a PNC checking account. So obviously the only explanation is that PNC discriminates against XXXX married couples! PNC is hold our money hostage and we request your help.

Company response to consumer: Closed with explanation