Consumer complaint received 2019-04-04
Company: PNC Bank N.A.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Admittedly, we have had an issue with our account in the past 6 months or so mainly to do with timing of payments that were set on auto withdraw. In XX/XX/XXXX, I contacted my bank through the customer service line to see if they could give us the courtesy of maybe refunding a few of the fees we had incurred. They agreed and at the time I was thankful but now, I regret it. On XX/XX/XXXX, I had two ach transactions post to my account, one of which I was expecting and one that was not supposed to  come until XX/XX/XXXX, after I got paid on XX/XX/XXXX. This left my account negative XXXX. I knew I was getting paid in the evening of XX/XX/XXXX and I would just transfer money over as I had numerous times in the past. I initiated a transfer via XXXX at approx. XXXX. Apparently, it posted sometime after XXXX, I am not sure of when as I briefly opened my banking app at XX/XX/XXXX and saw that my balance was positive. I opened my app when I woke up on XX/XX/XXXX to check my balance as I had an ACH deposit coming in this morning and saw that I was being charged two overdraft fees for the two ACH withdraws on XX/XX/XXXX. I contacted the bank via chat through their online banking a little after XXXX to find out why this happened. I was informed that any deposits have to be made before XXXX, as that is when the banks day ends. I asked when did this happen because I have done this before and never incurred fees. I also asked why I incurred two fees when I had more than enough to cover one of the ACH transactions. The rep tried to inform me of the different rules but after an hour of her saying give me one to two more minutes to look for it, I found the information. Apparently, if the charges come thru with no time or in a batch as they would from the ACH clearing house, they will process the bigger one first, thus leaving customers to incur more fees. I was told there was nothing that could be done because PNC had so graciously refunded a few fees in XX/XX/XXXX. I proceeded to contact PNC through social media because this was unacceptable to me. While I was waiting for a " Money Manager '' to call me back on my escalated claim, I was going through my account because I could not for the life of me figure out why I have been charged so many fees this week. On XX/XX/XXXX, my balance at the end of the day was {$38.00}. On XX/XX/XXXX, the first transaction of the day was a {$36.00} overdraft charge, the first of 4 for the previous day. After that charge, my balance was {$2.00}. I had three more  charges after that. I expanded the explanation of the first charge and found that at the end of the day on XX/XX/XXXX, it was determined that I would be charged 4 overdraft fees for transactions that were pending and did not post to the account until XX/XX/XXXX. So, what I learned today was pending deposits do not count for you but pending withdraws count against you. When the Money Manager called me back, she was condescending and rude. She patronizingly told me that she would refund one of the fees from yesterday since I was never told that the end of the day was XXXX, but that would be it because they had given us a courtesy in XX/XX/XXXX. She also stated this was explained in the terms and conditions that I signed. I was added to this account in XX/XX/XXXX when I married my husband, I was never ever provided any terms and conditions and did not sign anything except the signature card. I called back to the general customer service line to speak with someone higher, and was pretty much told that is as high as I can go and I will not be given any refunds. I should also mention that I was told that the app balance is an " Estimate ''. Uhhh ... what??? The funny thing is the bank can see into the future and predict that all of the pending deposits will actually post but they could not see that I was going to deposit {$1000.00} on XX/XX/XXXX in cash. I feel that I was wrongly charged 4 overdraft fees on XX/XX/XXXX for transactions that did not even hit my account until XX/XX/XXXX.

Company response to consumer: Closed with monetary relief