Consumer complaint received 2021-07-16
Company: PNC Bank N.A.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
TO : Federal Deposit Insurance Corporation ( FDIC ) Case No. XXXX FROM : XXXX XXXX DATE : XX/XX/XXXX SUBJECT : XXXX XXXX complaint against PNC Bank due to dispute of my transaction on XX/XX/XXXX CUSTOMER : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX Phone : ( XXXX ) XXXX Email : XXXX COMPANY : PNC Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX XXXX XXXX XXXX AVP Branch Manager Sr. 
NMLS ID XXXX Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX Email : XXXX PNC Bank XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX XXXX Retail Escalation Manager PNC Bank , N.A. 
Phone : ( XXXX ) XXXX Phone : ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX, OH XXXX Phone : ( XXXX ) XXXX Email : XXXX XX/XX/XXXX Federal Deposit Insurance Corporation ( FDIC ) XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX  XXXX, MO XXXX XXXX ( XXXX ) ( XXXX ) XXXX CC : Consumer Financial Protection Bureau XXXX. XXXX  XXXX XXXX  XXXX, IA XXXX XXXX Dear Federal Deposit Insurance Corporation, My name is XXXX XXXX, and I am a customer of the PNC Bank Corporation, and have been since approximately XXXX. And being a loyal customer to the institution, I had an Auto Loan with them in which the term of agreement for the account to be paid off was in XXXX. However, I paid off my Auto Loan with them in XX/XX/XXXX. 

But that is not why I am writing you all today, to complain and report them. The reason I am contacting you all is due to the fact that on Thursday, XX/XX/XXXX approximately between the times of XXXX XXXX  and XXXX XXXX, I had went to the PNC ATM located at XXXX XXXX XXXX XXXX XXXX, OH XXXX, and attempted to make a deposit transaction. I had {$1500.00} total ( i.e. fifteen {$100.00} dollar bills ) that I was attempting to deposit into the ATM machine that is built into the front of the building. 

During my transaction, an error message popped up and a message read as follows..LINE MISSING. and there was another message that popped up afterwards. Immediately after this, the screen went completely blank, and the ATM had not only took my money, but it also had PNC issued Bank Debit Card as well. When this happened I tried to hit the CANCEL button in order to cancel the transaction, to see if it would clear back to the Main Screen and issue me my PNC Debit Bank Card AND my deposit back to me. However, it did not. So, I stood there for a moment and audibly said something along the lines of.dont tell me.are you serious ... I know youre lying?!! So then I started to walk away from the machine, but then I turned around again to look and see if the machine was still shut down, and it was. So then, I go to my car in the parking lot and get the rest of my belongings ( i.e. my Drivers License, Phone, etc. ) and I walk right past that same ATM machine and go inside and report what just happened to me outside at their ATM. 

Immediately, I am serviced by a gentlemen named Mr. XXXX XXXX XXXX, who is the VP Branch Manger at this particular location. So we go to his office and I explain to him what just happened outside at the ATM on the building. And I told him that I was trying to make a quick deposit, so that I could pay for my braces. I had just left my XXXX approximately 45 mins to a hour prior and had a discussion with them about me getting my top braces put back on for a second treatment. And that I was going to pay them either that day XX/XX/XXXX by making a trip back up there, or I was going to pay them the following day on Friday, XX/XX/XXXX. And so before leaving the office, I stopped and asked the receptionist if they could take a payment over the phone, because if so, then I would just save a trip and make a quick deposit at my bank and the call in the payment. And the receptionist told me yes that they could accept a payment over the phone. And so I told them to be expecting my call within a couple of hours to finalize the transaction. XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX # XXXX, XXXX, OH XXXX ( XXXX ) XXXX, XXXX XXXX XXXX XXXX, XXXX. 

Which brings me back here. So the VP Branch Manager Mr. XXXX XXXX XXXX took my dispute down and submitted it to their corporate headquarters and said that he was going to fast track this issue and that someone would be contacting me as soon as possible. And he then informed me that he would be able to retrieve my PNC Bank Card, however he would not be able to retrieve my deposit due to their policy. And due to the fact that they do not own the ATM, its owned by a third party. And that no decision would be made until after the investigation is complete, which standard is between 5-10 business days. However, with him escalating this issue, I should be hearing from someone much sooner. 

On Friday, XX/XX/XXXX at approximately XXXX XXXX, I received a message from XXXX XXXX XXXX, PNC Retail Escalation Manager. And I returned her call at approximately XXXX XXXX  and left a message returning her call. Approximately five minutes later, Ms. XXXX called me back and told me that we were on a recorded line and that she received a dispute on the incident that occurred at the PNC ATM on Thursday, XX/XX/XXXX. And that she was assigned to handle my issue and that if I had any questions that I could contact her. So, after that I explained to her the incident that occurred at the ATM, just as I had done with the VP MrXXXX XXXX XXXX XXXX, also that after the PNC ATM took not only my money, but my PNC Debit Bank Card, I had to go inside and was assisted by the VP Bank Manager, in which he was able to retrieve my PNC Debit Bank Card but not my deposit. 

So then she explained to me that after they do their investigation, and after their findings they would be in contact with me whether they would determine if it was an error or not. Approximately 30 minutes later, again I received a phone call from XXXX XXXX, PNC Retail Escalation Manager, and she told me that.according to their video, they have determined that there was no error. And so my initial reaction was ..there was no error?! What do you mean there was no error?! And so she told me again that they determined by the video showed that there wasnt an error with the transaction. In so many words I told her..so youre going to tell me that you have me on video, and you cant see that I had my money in my hand, with my Bank card no less and was trying to make a deposit?!! .That makes no sense to me! Video evidence is irrefutable! And I also told her, .Im not lying about trying to make my deposit! And I am not trying to scam you all! If I was trying to scam, then I woudnt have even come back inside the bank in order to retrieve my Bank card, nor my money as well! So how you can you all say that according to your video that there is NO ISSUE?! Im trying to do everything I can not to get upset, but this is just baffling to me! And I dont understand this?! So then I ask her to tell me what did they see on the video, and she told me that they couldnt tell me that information. And I asked her, what do you mean you cant tell me that information?! Thats ME ON CAMERA! And Im trying to explain to you what happened! But what youre not going to do is sit up here and tell me that you all have got ME ON CAMERA, and tell me that you did not see me with MY MONEY IN MY HAND WITH MY BANK CARD, TRYING TO MAKE A TRANSACTION! But then I waked RIGHT BACK BY THAT SAME ATM to go on the inside and surely they had to see me ON CAMERA then as well! Not to mention, me being helped on the inside of the building by personnel! So then I asked her was there anybody else that I could speak to higher than her? Or what else I need to do, because I just cant believe this! And I am NOT happy about this! 

So then she tells me that what we could do is submit ANOTHER dispute and see what happens. So, I told her, fine. And she told me that they would be in touch. Subsequently on, Wednesday, XX/XX/XXXX, I received two ( 2 ) letters from PNC Bank ( i.e. which are attached to this incident report ), that .we determined no error occurred and that the transaction ( s ) was processed as instructed. You have the right to request the documentation we relied on in making our determination. 

Finally which brings me to today on Friday, XX/XX/XXXX, I received another letter from PNC Bank stating the same thing that the first two letters stated. And so at approximately between XXXX XXXX  XXXX XXXX, I went back to the PNC Bank location that I had the initial incident with, located at XXXX XXXX XXXX XXXX XXXX, OH XXXX, and again spoke with the VP Mr XXXX XXXX XXXX and gave him an update on my dispute with PNC Bank. I showed him the letters and told him about Ms. XXXX XXXX from Corporate who I spoke with, and about the additional dispute filed. So then, he submitted another dispute and told me that ... he was sorry that I didnt get this issue resolved, etc. And I told him that .it wasnt his fault, and I am not blaming him at all. But what I find disappointing is that I have been a loyal customer with them for years, had an Auto Loan, paid it off EARLY, just for it all to come to this! So he told me that he understands and that he would do the same thing. So then he tells me that he fast-tracked my dispute again and that someone should be contacting me soon again. And I told him thats fine, but Im just letting him know that I am filing a complaint against PNC Bank! Because it is disheartening that I have been a loyal customer and have a good track record with your institution, but you all are essentially calling me a liar! And I will not let this stand! 

As previously mentioned, attached are all three ( 3 ) letters that I have received in regards to PNC Banks decision about my transaction error and dispute against their third party ATM machine. 

And so therefore, I would appreciate it for you all to do your own internal investigation regarding all of the parties involved, to verify my story and claims. And I am also requesting that you all with the Federal Deposit Insurance Corporation and Consumer Financial Protection Bureau require PNC Bank, its parent companies, XXXX XXXX XXXX and XXXX XXXX XXXX ; and/or all its subsidiaries, recompense me my {$1500.00} dollars deposit that was erroneously seized by them from me ; and that I be compensated an additional {$1500.00} dollars for each business day that I my money was held until you all resolve my dispute with PNC Bank! 

Please feel free to contact me by phone at ( XXXX ) XXXX, and/or by email at XXXX. 

Thank you. 

Regards, XXXX XXXX Attachment

Company response to consumer: Closed with monetary relief