Consumer complaint received 2018-01-12
Company: PNC Bank N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Upon conclusion of the XXXX and Holiday season ; I had gone to the XXXX XXXX branch on XXXX XXXX to make a deposit via the ATM. This deposit included XXXX checks ( one from my parent and 2 from my grandmother as gifts for our children for XXXX ) -  Long story short - The ATM malfunctioned and ate all 3 checks ( that were all in the same deposit ) - as well as my ATM card. When I went into the branch to report the matter, I was told by the teller that there was nothing she could do then, as they do not directly service, nor have access to their ATM machines??? She advised she could file a dispute regarding - and when the 'third party ' company comes to retrieve and/or open the ATM - 'if ' the checks were found, they would contact me ... .. I provided the total amount of all 3 checks to her in order to file the " dispute. '' - ( On a side note, the fact that PNC employees do not have access nor are able to open their own ATM machines is absurd to me ) - As in my opinion, this could have been resolved immediately by opening the ATM and fixing the machine 's jam to retrieve my deposit. - When I then heard nothing for over a week, I called the branch and spoke to XXXX, who is apparently the manager there .... She then more-or-less told me that what I was told initially by the other teller at the time this occurred, was incorrect .... And that the dispute can take up to 90 days to resolve - but they may approve a 'Provisional Credit ' to be applied in the meantime ... She did put a request in to the 'escalation ' team that was to now help and assist .... Long story short from here ... I received a letter stating that the credit would be put into my account until the matter was investigated ... ok, great, fine ... .You would thing O, that 's great ... But O no, do n't get too excited for me as of yet ; I then received a letter in the mail from PNC stating the investigation was over and they only found 2 of the 3 checks - And more or less accusing me of false information provided!!!????!!!! - Again, that 's funny - ALL OF THE CHECKS WERE TOGETHER IN THE SAME DEPOSIT!!! - So just maybe - Your " Third Party Service '' who you apparently trust more than your own employees to service your ATM 's, PNC STOLE IT perhaps??? When I called into PNC by the number indicated on the letter - after being on hold for about 30 minutes - I was told they could not help me, that I needed to talk to the " back office ''? I should also mention that my mother/writer of the checks has been watching and none of them have yet to show as processed / deposited or accounted for in her and my grandmother 's account as of yet either ... Therefore, you would think it could be as easy as her stopping payment on them and simply write new ones ; However, the inconvenience and potential fees come along with that as well ... ..! Needless to say, this matter is still not resolved and is COMPLETELY RIDICULOUS that this has been ongoing for almost a month now. - As of this morning, I called this " Back Office '' and was routed to XXXX, at the XXXX branch location .... He is apparently to call me back later today with further information on .... Ha, yeah, cant wait to see what I am told next .... Ultimately, if you bank with PNC - GET OUT NOW! The minute this is resolved I am taking myself, my money and anyone along with me that I know to get as far away as possible from any association with this DISRESPECTFUL, UNPROFESSIONAL, IGNORANT and LAZY banking institution. -

Company response to consumer: Closed with explanation