Consumer complaint received 2023-03-20
Company: PNC Bank N.A.
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, PNC not only froze our account, but we believe that PNC unlawfully removed money from our joint account. This all stems from our daughters account ( in which my spouse was a co-signer seven years prior, as she was a XXXX  at the time and needed to deposit work checks ). She was recently a victim of identity fraud via XXXX, and PNC not only did nothing to help her ( despite all evidence and EVEN VIDEO CHATS WITH THE FRAUDER ). What did PNC DO? Well, they RAIDED the JOINT ACCOUNT HOLDER 'S OTHER ACCOUNT ( which has a completely different partner on that account and without permission ) to FREEZE AND DRAIN OUR FUNDS ). They claimed Right of Offset to raid our account and take our money to fund arrears. At this point in the process, this goes beyond PNCs so-called Right of Offset. 

I spent HOURS trying to find this clause on our account agreement and their website. NOTHING. IT IS NOT ON EITHER. In fact, the branch manager that I met with couldn't ' even find it! She had to find a policy on her hard drive and after printing 64 pages, she couldn't even find it. I HAVE THIS ALL ON RECORDING. 

After more than 25 years of banking with PNC, Weve been astounded at the lack of contact, resolve, care, ethics, and professionalism displayed. Since XX/XX/XXXX, we've been contacting them via phone, email, and even face-to-face at the local branch. We have yet to hear anything. Our account is still frozen and no access to our account/money. This account freeze left us with undue hardship and PNC put my spouse 's safety at risk due to travel 5 days a week for work without money. PNC left us without money for food, gas, and the ability to pay bills. This is unfounded -- especially in this current economic condition! 

I met with a branch manager on XX/XX/XXXX and had a full letter with account of the situation. The letter was never read. Instead, I had to ask for an escalated investigation and she said that she would go ahead and escalated it and someone would be in touch. I haven't heard a thing. I reached back out via email on Friday, XX/XX/XXXX to get a status updated ( she said to email her anytime ), and I still haven't heard back. 

We finally had to do our best to find the name and email of a PNC executive involved in customer care. Sent an email on Friday, XX/XX/XXXX, and still haven't heard from anyone. 

In the meantime, We are at a loss. 

In reading the complaints about XXXX -- - a system CREATED, PROMOTED, AND PROFITED on by the banks themselves, we see that billions have been stolen from accounts. But to RAID A JOINT ACCOUNT WITH ANOTHER PERSON 'S NAME ON IT ( WHO IS UNRELATED TO THE ORIGINAL FRAUDED ACCOUNT ) IS UNFOUNDED!!!!!!!!!!!! 

At this point, legal action may be the only way to receive resolution. We are also going to meet with our Senator on XX/XX/XXXX. We've filed a police report as well, as we believe this is theft. 

I am attached TWO letters : The first dated XX/XX/XXXX for a 1:1 meeting with the assistant bank manager that was never read, but handed back to me and supposed to be directed toward the " escalated '' complaint once they reached out. 

Second dated XX/XX/XXXX to the PNC VP in XXXX, NC who handled Retail Accounts and XXXX XXXX.

Company response to consumer: Closed with explanation