Consumer complaint received 2021-07-20
Company: PNC Bank N.A.
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Money order
Issue: Lost or stolen money order

Complaint:
This complaint is in regard to my 6 month series of errors with PNC Bank. I made a deposit into my checking account in XX/XX/XXXX that included three checks and one money order. My accounts are linked so I generally deposit everything electronically. This time I deposited these items using my ATM card. The amount of the checks and the money order were subsequently deducted from my account. The checks were returned to me to be redeposited into my business account because they were written to my business name. I took the returned checks ( certified copies ) to the bank and deposited them into the appropriate account. The money order however was never returned. I notified the bank that the money order was not received and was told that they would resubmit the request through their ATM department. It has been nearly 180 days and I have not received the money order or certified copy. The amount has never been credited back into my account. The bank has acknowledged receipt of the money order and has not been forthright in returning it to me for redeposit into my business account. The matter of returning the money order or a copy has taken me on a frustrating journey into misinformation and mis-alignment within the banks systems, ineffective processes, mis-communication and a failure of oversight. 
I have contacted the bank and have been told over and over that they would return the certified copy, they have not. Now I have been told that I have to contact the company who issued the money order. Since I no longer have the money order ( it was deposited with the bank ) it is an insult to suggest that I contact a company that I have no relationship with over a document that is being held by the bank that I have had a relationship with for nearly 30 years. The bank is the last holder of the money order. I received the money order as payment for a service. The bank received the money order, processed it and subsequently deducted the amount from my account. The representatives of the bank have been inconsistent in both their promises to rectify the situation as well as their processes for contacting me. Unfortunately I trusted that they would eventually do the right thing by simply sending me a copy of the money order so I did not keep track of the many conversations. I guess I had become so accustomed to their lack of organization that I expected it to be resolved albeit- eventually. 
I have listed some of the dates that I contacted the bank beginning with the end. 
XXXX I called the XXXX XXXXXXXX XXXX- Was given this final determination. Contact the issuer of the money order. 
XXXXXXXX XXXX XXXX XXXX- Advised that she would contact me by XX/XX/XXXX she did not. 
XXXX XXXX XXXX XXXX Two agents who took the information and promised to contact the branch and work with them to resolve. 
XXXX XXXX # 2 ( older woman ) Notified me that the case had been closed. She re-opened the complaint, someone had closed it without resolution nor notifying me. 
XX/XX/XXXX XXXX # 1 Promised to contact the branch and the ATM department XXXX - was given a number that did not work on a letter dated XX/XX/XXXX Visited the branch in XXXX, XXXX, XXXX Spoke with lady who attempted to fix it with the ATM department. She was given the wrong information and wound up wasting an hour of my day while she chased departments on the phone. 
Was told that they would contact the ATM department Manager ( Young Man ) I will take care of it and get the copy to you tomorrow. 
I communicated with the bank several times in good faith and did not keep track of dates or times. Was told that they would handle it and get back to me. Several things happened that were irregular. They repeatedly used the wrong telephone number, in spite of me giving them my contact number ad nauseum. This happened over and over. Incidentally, my correct number was used several times to verify my account. 

The bank has been negligent in its handling of this matter. The money order is for {$180.00} for services provided in XX/XX/XXXX. It is blatantly clear that the bank has the ability to print a certified copy of the money order and to own their mistake, their fumbling of this is unconscionable.

Company response to consumer: Closed with explanation