Consumer complaint received 2020-12-08
Company: PNC Bank N.A.
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Fees charged for closing account

Complaint:
I attempted to close my account on the afternoon Friday XXXX/XXXX/2020, put originally would have to schedule an appt in a branch that is 18 miles away. Therefore, I transferred the money from my PNC Virtual Wallet Performance Select account to another account I own at another institution. The transaction was successful on XXXX, which brought the account to {$0.00}. The following Monday, XXXX/XXXX/2020, the account was accessed a $ 25 monthly maintenance fee. This fee had never been charged b/c the account was always above {$5000.00}. 

I called customer service on XX/XX/2020 at noon to ask that the account be closed and the fee be reversed. The first call the agent told me the fee was indeed legitimate and she referenced an article on their website to help explain why I was charged. When I explained that I was attempting to close the account, the agent told me that the fees were explained to me at account opening and I did not meet the qualifications for waive the monthly maintenance fee. She said she can't do anything about the fee b/c it is automatic by their system and can not be reversed. I asked if I could transfer the money back in and then have it waived, and she said no. It should be noted that the account has never had any fees/ waived as a courtesy due to a previous error or problem, as this is not a habitual problem. I then asked if I could speak to someone in the dispute department, and she said she would file a dispute for me, and disconnected the line. 

At XXXX on XXXX/XXXX/2020, I called back and reached a different agent. After authenticating my account, they transferred me directly to " XXXX '' in the Retail Support Money Management customer support group on a recorded line. I explained that I was trying to close my account, and she indicated that b/c my statement cycle cut off on XXXX and I withdrew the funds on XXXX, the account had dropped under {$5000.00} average balance the month to somewhere around {$4600.00}. 

I asked how I should have closed, and she indicated that I should have called back on Saturday to request a closure in the account. Now to close the account, I am being advised to bring the account back to a XXXX  balance and they will close it. I then asked if the account would be further hit with NSF fees since it is negative, and she indicated that since it was negative due to a fee only, it would not be charged any additional fees. 

I asked if I would have come in yesterday, which was Monday, would I still have been accessed the fee, she indicated that the fee would have posted anyway b/c the average balance had dropped beneath $ XXXX for the month, even though it was during the last 2 days of the month when I was attempting to close the account. She then mentioned that there is nothing she can do b/c the fee was valid, and the can not be reversed by the core system. 

I asked to file a formal complaint and have someone reach out to me to further explain, she told me she would be the only person as I was speaking to the complaint department. I then asked for a written confirmation/letter of the dispute so I could share with the CFPB, and she said she couldn't provide that. She then made a comment that I indicated I was planning to close the account, so there was not much else she could do, ended the call. 

The proper resolution in my mind would be to reverse the maintenance fee and allow me to close the account. I do not intend to pay the institution {$25.00} to allow me to close an account b/c of the timing of the statement cutoff. This account has had over {$5300.00} in it with no activity for over 6 months.

Company response to consumer: Closed with explanation