Consumer complaint received 2018-12-10
Company: PNC Bank N.A.
State: DC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/18, I attempted to deposit several checks into my business checking account at the PNC ATM located at the drive up portion of the PNC Bank located on XXXX XXXX XXXX in the XXXX neighborhood of Washington, DC. When I first attempted to deposit my checks, the ATM spit them out and asked me to redeposit them. I redeposited the checks and the machine began making loud noises and the door on the machine that accepted the deposits started opening and closing. It did this for about 5 minutes and the machine went out of service and then came back online, but it did not give me any images of checks being deposited, nor did I receive an email from PNC regarding my deposits being accepted by the machine. 

There was a car behind me and I drove away from the ATM to allow the other driver to use the ATM. However, I understand that driver also had issues receiving funds they chose to withdraw from their account. I then called inside the branch to report what had happened to me and also to the driver behind me. I went inside the branch and told them what was going on. I was directed to speak with a woman named XXXX XXXX, who had me to give her information about the deposit. I had maybe 15 checks or a little less that were deposited, but I told her I was unsure of the total amounts of each check, but that I had signed each of the checks and they were made payable either to my business, called XXXX XXXX, to XXXX, or made payable to me, XXXX XXXX. I estimated the amount for the checks in total exceeded {$4500.00} and I now believe they exceed {$5000.00}. The checks are tuition payments from parents who XXXX XXXX XXXX. 

I then asked Ms. XXXX when the ATM was going to be services and she told me that she did not know because it belonged to an outside vendor. I told her that was an unacceptable answer because she seemed to be a person of authority at the bank and should know that kind of information. Ms. XXXX then told me she would follow up with me the next day, but did not and several days have gone by with no resolution. Meanwhile, the checks are still outstanding and have not been credited to my account and I need to have them credited and accounted for ASAP. I am able to give some identifying information as to the amounts of most of the checks and the payors. However, I believe that at this time, the checks should have been retrieved from the machine or at least the vendor should have been notified. I was not given the name of the vendor when I reported this issue. 

At this point, I need to be made whole with the checks being retrieved from that ATM, the checks being deposited into and credited into my account, and images of the checks sent to me via the email preference I have set on my account to be able to retrieve images. 

Apparently, PNC banks in the DC area frequently undergo issues with their ATMs ; 2 nights before that, I was at the ATM for a PNC bank located on the XXXX XXXX of XXXX XXXX XXXX in Washington, DC and while I attempted to use one of the outside ATMs to make a deposit, another customer was trying to use the other to withdraw funds. The other customer NEVER got her money and when I attempted to get into my account, the ATM machine I used NEVER as able to take my PIN number. 

Overall, the matter with the XXXX PNC should have been resolved by now. I want my money ASAP. 

I can be reached anytime for follow up or via email. This is regarding my ATM debit card number ending in XXXX. The phone number to the PNC XXXX branch is XXXX. The reference number to this issue is XXXX. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation