Consumer complaint received 2023-12-05
Company: PNC Bank N.A.
State: MD
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
My husband and I visited the PNC branch in XXXX XXXX, XXXX to get a cashiers check in the amount of {$31000.00} made out to XXXX XXXX in XXXX XXXX. When I told the teller, XXXX, the amount, her demeanor began to shift toward me. The teller informed us that she was only authorized to give a certain amount of money and would need to call an office to get authorization. XXXX printed the cashiers check but never gave it to us. She began typing and stepped away to take a phone call. After her phone call, she began to ask I what my husband and I needed the money for. I responded that we had a rental car business and were selling our cars to the dealership. To do that, we needed to pay the dealership for the negative equity. The teller then told us that she used to work at a car dealership and never heard of that scenario before. The teller then searched my husbands and I joint account and stated that she saw that the money came from the Dept. of Treasury. When the I asked the teller for our cashiers check, she told us she could not give us the check, ripped it up in front of us, and told us she did not want to risk losing her job. I asked to speak with a manager and waited approximately 25 minutes to do so. When the manager came out, she refused to give me her last name or introduce herself. 
I asked the manager, XXXX, for her business card. The manager again refused. I had the PNC bank staff from XXXX on the phone to speak with XXXX and she refused to speak with them. She further refused to speak to I until she hung up the phone. The manager told I that she could authorize the cashiers check but wont do it because she did not want to deal with the IRS and followed by saying the check was deposited on XX/XX/XXXX and did not have two signatures, so PNC would have to return the money. She further said she could not do it because the bank was now closed. My husband and I left the location without our cashiers check. The reasoning given by the manager, XXXX, had a mere pretext that two signatures were needed on the check that was deposited around XX/XX/XXXX ( this had nothing to do with our withdrawal ). At the time of our visit it was on or around XX/XX/XXXX. If two signatures were required, the cashier would have stated that, since its a joint account one signature sufficed. We went to PNC bank in XXXX the following day and spoke with the representative who was on the phone the previous day. When I arrived at the PNC bank in XXXX with my husband, we were helped immediately and received our cashiers check without an issue. The manager at the PNC asked us to explain what happened at the PNC XXXX XXXX the previous day and she was appalled. I have been using the PNC XXXX location for her banking needs since approximately XXXX and never had any issues until XX/XX/XXXX. We were in the bank for 1 hour and there were less than six people that entered during that time. Business was slow. Therefore, we couldnt understand why a transaction that were told would take a few minutes, ended up taking an hour. Statement of Discrimination : I was discriminated against on the basis of my race in violation of Title VII of the Civil Rights Act of 1964.

Company response to consumer: Closed with explanation