Consumer complaint received 2022-03-05
Company: PNC Bank N.A.
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX, a transfer was initiated from myself to my husband for our aniversary via XXXX of over {$700.00}. That same day, my husband notified me that our PNC account was overdrawn. The money from the 3rd party was sent to an old account by mistake. I called customer service, same day, to request the funds be transferred from our old, 'closed ' account to our current account. I was then told I needed to speak to the acceptance department and they'd be able to make the transfer. Upon speaking with acceptance, they advised me to go into my local branch and request a bank manager to contact the XXXX  department and they'd be able to make the transfer. My husband went into the branch on XX/XX/XXXX to speak to a manager, as directed. Upon entry, he went to a teller to inform them he needed to speak with a manager. While at desk, he noticed the teller typing an extremely long message, without asking for identification. He overheard the manager state she didnt have time she was late for her vacation, while speaking to someone else that came in after my husband. After about 30 minutes of waiting, another rep approached in the lobby and asked to assist. He began explaining the situation and she became hostile and argumentative, advising she doesn't make mistakes and it is our fault. She never attempted to look into the accounts. She demanded my husband leave the bank because they were unable to assist. All of this in the lobby in front of everyone. Nor did we contact XXXX as advised the day before. He is distraught as we've been banking with PNC for over 3 years and to be profiled, discriminated against and disrespected in the middle of the lobby in front of our daughter is beyond wrong. 
On XX/XX/XXXX, I called PNC bank again to inquire about the funds. I was told at that time the funds were rejected on XX/XX/XXXX and I should receive back in the XXXX by XX/XX/XXXX or XX/XX/XXXX. 
On XX/XX/XXXX, I contacted PNC bank to advise XXXX has no record of the funds being returned. I spoke with acceptance department, they stated I needed to speak with customer service, which they transferred me to. Upon explaining the situation to customer service, they stated I needed to speak with acceptance, which I was transferred back to. I explained a third time the issue and asked the rep in acceptance if she could stay on the line with me to help get the issue resolved, she instead transferred me to another department, failing to tell me to whom I was being transferred to. The last rep I spoke to was the most helpful as she atleast attempted to fix the issue. However, she stated pnc did not have the money and it was sent to XXXX. XXXX confirmed they did not have the funds and any returns to them are made available immediately. I was on the phone with PNC for over 2 hours to no avail. 
On XX/XX/XXXX, my husband left work and went into the branch to dig in more. This visit is recorded. He was again met with profiling while explaining the situation in a calm manner, was told to calm down. In the video it is obvious he is nervous as he is constantly shaking and can not sit still. For us, unfortunately, when one race tells another to calm down, and there's no hostility, it's usually met with more fearful, discriminatory actions. She proceeded to say we should have asked the bank to transfer funds when the error initially occurred, which we did several times. She also states in the video that the account and debit cards attached to the old account should not have been active as we requested them to be closed in XX/XX/XXXX due to a scam through PNC. I was told that someone would be contacting me to discuss this matter. I have yet to speak with anyone. The money was finally transferred to the current account. However, this has gone far beyond the back and forth between departments. We feel the bank has failed us in all aspects. To be customers and be treated as if we or our business does not matter shows horrible customer service and lack of appreciation for business. My husband was belittled in front of the entire bank and our daughter! Humiliating! We are in the process of seeking legal counsel.

Company response to consumer: Closed with explanation