Consumer complaint received 2019-05-08
Company: PNC Bank N.A.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Invasion of my privacy XXXX XXXX XXXX  Received a phone call from XXXX ( refused last name ) claiming to be from PNC Bank Customer Outreach. Phone number from caller id XXXX he began to ask me very personal questions regarding my account. At first I complied and started to get suspicious after he told me he had googled me. He refused his last name and contact info telling me to go to my branch to verify if he was an employee. At which point he began to get nervous and that upset me. I hung up and called back the number from caller id. The same man answered hello and I asked why he didn't id with his name and company if this indeed was PNC. He said he knew it was me. I hung up and called the customer service line at XXXX After being on hold for over 20 minutes I finally spoke with XXXX XXXX ( sp ) who did not know why I was not the full name of the employee I spoke with in customer outreach, and she was not familiar with the department. She opened a case with immediately with the escalation department ref # XXXX. I was put on hold and she was able to verify the employee XXXX by calling the number I provided. She said all employees are required to identify themselves. I also spoke with a supervisor XXXX XXXX ( sp ) He apologized and gave me the corporate office number. By the way ALL CALLS ARE RECORDED AND DOCUMENTED I was told. The number for corporate was not correct and I was given XXXX and spoke with XXXX XXXX, XXXX XXXXXXXX ( sp ) XXXXXXXX XXXX ( sp ). I was driving to Florida from New Jersey from work so I had to have a passenger take notes and the writing is hard to understand. This also kept me from stopping in my regular branch which I would have done when I was home. I was able to verify that XXXX was an employee and NOBODY could understand why he refused a name or employee number. At this point I felt violated, exposed, threatened, and very stressed which I can not have due to poor health. On Monday XX/XX/2019 I received a call from XXXX XXXX who was in customer retail   escalation asking me to call her back at XXXX. I immediately called back left a message. When I heard nothing I called back again and the zero option to speak with someone. At this point I was overwhelmed by the experience and asked to speak with someone in the executive officeXXXX  XX/XX/2019 I called the executive office and asked to speak with the person handling my situation to get answers and was told she wasn't available. I was then transferred to XXXX XXXX who read all the notes and told me he would need to listen to all the recordings and review my file. His number XXXX. He seemed to be genuinely interested in helping me but could not address my concern as to why employees refuse to identify themselves with both first and last name. Keep in mind EVERY employee I spoke with did so except for XXXX from client outreach. The answer I was given was it was the employees option for security reasons. He said he would do a complete investigation and I requested a call back by close of business that day. He said he wanted to be thorough and would need a few days but told me to call anytime and he would handle the case personally. I waited till the following week XX/XX/2019 and called several times leaving a message twice. I did so again periodically through the week. To no avail I finally called back XXXX today and got voicemail and zeroed out and spoke with a woman who assured me she would send XXXX an email immediately. I really feel that my privacy was violated by a bank that I have been with for over 20 years. Our relationship has been ok, but there have been other issues. I want something done and someone held accountable for this breach. There was a witness to the original call since I was driving and using hands free. I assure you that this was out of the ordinary and possibly illegal. I am looking into that now. I used to work in the Collection Industry for 30+ years in a VP level. NONE of this behavior would have been tolerated in a call center I operated. I have since left that industry and due to health issues  I have devoted my life to helping people and working in the non profit sector. I waited until today to reach out for help because I can no longer accept this behavior and am very concerned that PNC bank, an entity that has access to ALL my personal information would be allowed to conduct themselves in this manner. HELP!!!

Company response to consumer: Closed with explanation