Consumer complaint received 2023-03-31
Company: PNC Bank N.A.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I inquired about opening a business account account on XX/XX/2023. On XX/XX/2023 I received and email from XXXX XXXX to open a secure email link he sent. It requested my business documents to be sent. I uploaded a copy of my IRS-EIN and Secretary of State Registration . After a few days and no response I then called PNC to get assistance with proceeding to open my account. The process was supposed to be that after my documentation was uploaded I then someone would schedule a virtual appointment. The closest PNC to me is XXXX miles. When I called PNC and reached someone in the business department the individual I spoke first told me he never heard of XXXX XXXX and doesnt think he is apart of the team then he sent a message to his XXXX who stated the individual was indeed a business rep. So instead of the person on the phone connecting me to XXXX XXXX he heavy suggested I go into a branch. The only PNC that I knew of that was potentially close was in XXXX, XXXX XXXX. I live in XXXX. The initial bank I requested to go into I was told they had no bank managers available to open business accounts and to go into the PNC branch on XXXX XXXX in XXXX, North Carolina. I went to to the Branch on XX/XX/2023 and met with XXXX XXXX XXXX XXXX. I first typed in my social via key pad, then she asked me to type it again. She stated another profile popped up but a different name but stated it was from a Individual in XXXX. She stated the person didnt have any business relationship with PNC XXXX She told me not to worry she would have me fill out a XXXX form. She then asked for my Business documentation. She almost immediately started asking me how was my credit and she started tell me about Business Credit Cards. I told her I was interested because I was trying to buy a home and really didnt care much for credit cards the credit Union I bank with provided me with a credit card recently and I was content with what I had. Then XXXX XXXX XXXX started tell me how during her divorce she was in a significant amount of credit card debt and her credit was horrible then she said her credit got better. So then XXXX started discussing merchant services. She called a merchant services rep and put him on speaker phone and as we were discussing merchant services for my business I noticed XXXX XXXX typing information from my credit card from my other Bank and my ID. She had already entered my information. So after a XXXX min conversation with the merchant services rep. I get an alert on my email regarding a application denial. So I asked XXXX did she apply for a credit card because it was denied then she looked in her system and said oh it was because you have to many inquiries on your credit. I did not authorize her to apply for anything. The account opening was concluded and I left. On XX/XX/XXXX, I get an email from XXXX stating my address was residential it was for a mail room and I stated well its a business account that is where my business mail goes. So she asked me to email her my physical address and which I did. She stated the back office needed the information. I was confused considering I was in the branch for XXXX when opening my account. On Monday XXXX I get another email from XXXX stated the back office needed my social security card. She then called and asked if I could send my ID and Social via email. I told her no because emails arent secure. Her being a branch XXXX it was concerning because these issues should have been addressed when I was there. So since I couldnt make it back in the office on Wednesday the XXXX I called PNC customer service XXXX department asking to speak with the department that was asking for documentation me assuming their was a secure document upload option. I just so happen to speaking with the same rep who instructed me to go into the branch. I expressed to him my concern with the XXXX XXXX and instead of him contacting his XXXX he contacts the XXXX XXXX and he was like Im messaging her now I said while why when the complaint is about her. So he stated she messaged him stating to call her. I ended the call. So on the evening of XX/XX/2023 I go to login into my business account to get my account information to provide to the companys that will pay me I kept getting an error message I first assumed the app was down. I called into PNC customer care they stated everything was fine and try from a different browser. I stated to her I already did so she looked further into my account and stated oh looks like there is a security alert on your account and the branch XXXX XXXX stated I have to come in. I live far Im trying to get everything in place for my business I can not keep driving XXXX miles to a branch. I called PNC customer service again. I was told I could be mailed a XXXX form and send it back no big deal. When I called again because Im still not sure why I cant access my account. I explained to a representative in the business department the whole situation and how I felt the XXXX XXXX XXXX was attempting to commit Identity theft fraud. She was asking person question via phone unrelated to direct account stuff. So the business rep stated he would file a complaint and have it escalated. 
It has been 3 days and I have no got a return call from anyone at PNC. I went into a different XXXX located in XXXX XXXX XXXX. I explained to the branch rep what was going on she called a department called loss and prevention I provided her with my ID and Social made copies and insured me she would send it to the right department. I am not sure why my documents werent sent immediately and the shredded. So I called PNC customer again and asked could they reach out to that department to see if they received my documents. The rep stated she would add to the escalation report but someone has it where I can only go into a branch. PNC has caused me to loose money the have no structure they cant even properly protect customers from potential identity theft. They work on a call back basis. I have XXXX XXXX and XXXX XXXX XXXX. All this stress and upset me more ways than one. PNC even even refused to close the account.

Company response to consumer: Closed with explanation