Consumer complaint received 2018-09-04
Company: PNC Bank N.A.
State: WI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I deposited {$270.00} at the PNC BANK XXXX XXXX, Wisconsin. My deposit was posted on XX/XX/XXXX ( Mon. ) At the time my balance was already {$710.00}, which made my balance {$990.00}. I made debit/check card purchases that totaled XXXX XXXX..giving me a plus balance of {$150.00}. The following day on XX/XX/XXXX ( Tue ), I was charged an overdraft fee of {$36.00} ... .bringing my balance to {$120.00}. Later on XX/XX/XXXX ( Tue ), a debit purchase of {$70.00} posted. Bringing my balance to {$50.00}. On XX/XX/XXXX ( Wed ), another debit purchase amount of {$40.00} was posted to my account bringing my balance to XXXX XXXX..in the PLUS ... still! On XX/XX/XXXX ( Thur ) ANOTHER OVERDRAFT FEE of {$36.00} was charged to my account..NOW bringing my balance to a negative balance of - {$25.00} ... I IMMEDIATELY DEPOSITED {$400.00} CASH on XX/XX/XXXX ( Thur ) ..the SAME DAY. I checked my account online and tried to figure out what I did wrong ... .everything was still in the PLUS until the second fee. I first called the customer service number on XX/XX/XXXX ( Mon ) and was told that my check was not deposited until TUESDAY! ( *I 've been depositing the same employers checks for over EIGHT YEARS, incidentally* ) I asked why and the representative told me because it takes that long. I explained to her that I have always had all funds available to me the day after my deposit ... for as long as I've banked with PNC Bank. She told me only {$100.00} was released the first day and that other transactions created " on their end '' a negative balance. I asked why doesn't it show when I am online managing my account..to which she had no answer. I spoke to another person that was just as condescending to me as the 1st rep. I then decided to go into the bank that same morning and speak with someone not outsourced, face to face. The branch manager basically reiterated the the same thing. I told her that at NO time did I have a negative balance and felt it was unethical to charge a fee on a plus balance. I politely asked for her to take it off to which she said she couldn't ( or wouldn't ). I again called the customer service number on XX/XX/XXXX ( Tue ) and spoke to a manager and she said the fees were justified even if I had never seen a negative balance on my end. I told her I needed documents sent to me regarding this since I was very unhappy with how unprofessionally they handled my account. She told me that the statement would not show a negative balance either. I AGAIN asked then how is a " valued customer '' supposed to manage their account online when the bank is so inconsistent with their deposit and debit policies? The bank could literally make anything up and charge a fee ( s ) with nothing to substantiate it to the customer. I received NO answer, just silence. She then told me I could leave a voicemail message for her manager since I didn't agree with the " solution '' she gave me. This is not the first time this type of discrepancy occurred. Last year in the spring it happened before and I went directly into the bank where the personal banker gladly took the fee off of my account, with an apology no less. I am ONLY keeping the account open now to hopefully get this matter resolved.

Company response to consumer: Closed with explanation