Consumer complaint received 2023-04-25
Company: PNC Bank N.A.
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Friday, XX/XX/XXXX, I visited my local PNC bank branch in XXXX, TX at XXXX pm. I have had my accounts there since XXXX. My husband and I arrived, I filled out the deposit slip to deposit cash into our savings account, I also filled out a withdrawal slip for the same account to obtain a cashier 's check since we were scheduled to close on our new home that same day. After I provided the teller our transaction tickets ( that we both signed ) as well as 3 forms of identification, my deposit was accepted. When the teller went to process the withdrawal, I stated I needed a cashier 's check, he asked that I write the payee on the back of the withdrawal form. I complied and handled him the completed form. He went back to his teller window, which was at the drive through about 10 steps away. He started to process the withdrawal then said, " oh you want all of it ''. My response was yes in cashier 's check form. He then went into the next room, where it sounded like he was on a personal phone call. He then came back and said he could not process the transaction as he could not verify the account. I asked him what that meant, I was completely lost, I did not understand why the account couldn't be verified as me and my spouse were standing right in front of him with 3 forms of ID and could have provided more had he asked. But instead, he proceeded to tell us that the account needed to be updated. Once again, I asked, " what does that mean and what do we need to do to get the account updated, I need that money ''. He then went back into the next room ( door open both times ) and we could hear him talking in a low voice - once again as if on a personal call again. He then came back and said he could not process the transaction and he had sent my account to the fraud loss and prevention department, I that I should receive a letter in the mail but did not know when that would be. I asked him if I could transfer the money into a different account from my app as we have FOUR total accounts with PNC. That is when he let me know that he, " WOULD NOT BE TRANSACTING TODAY. '' I asked him if he had flagged my accounts, he said I would need to contact corporate which mislead me into believing that he had frozen my accounts. At that time, he gave me his business card with corporates number written on the back. I then learned he was the branch XXXX. I immediate felt my consumer rights were being violated by him not explaining anything to me, by using his authority to withhold funds that had been in the account. Accusing me of committing fraud in his face. I felt personally discriminated upon, as well as my husband. I was unable to obtain our cashier 's check, we were not able to close on our new home. The emotional distress we both felt as we stood in the lobby with other bank customers listening to the whole situation, for us to walk out humiliated, empty handed - without our hard-earned money, without proper reasoning and once again not being able to close on our new home. I contacted corporate after we walked out of the branch, they were able to verify my identity and apologized for the branch managers actions, they stated they would look into my compliant and would follow up with the XXXX PNC office. I live XXXX minutes away from the XXXX branch location, but they asked if I could drive to the next branch which was XXXX miles away ( XXXX ) from where I live to obtain our funds. Which was also a monetary inconvenience to us. I received my cashier 's check after XXXX XXXX  that afternoon. After the title company closed, in other words we did not get to close on our new house purchase. The embarrassment, humiliation, mental and emotional distress we still feel, and not to mention the discrimination we endured, no words can properly describe. I pray no consumer ever has to go through that. With my compliant, I hope this brings awareness to PNC of their XXXX they have on staff using his authority to violate consumer rights. Neglecting us of our hard-earned money, causing monetary and emotional distress.

Company response to consumer: Closed with explanation