Consumer complaint received 2021-12-05
Company: PNC Bank N.A.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
PNC bank bought out BBVA approximately 6 months ago. It was a horrible transition to say the least. PNC offers XXXX XXXX to transfer funds to another acct, in this case, to our son out of town who banks at XXXX XXXX. This past two weeks I have been transferring funds to our sons account. He was receiving message from either PNC or XXXX XXXX ( not sure ) saying that the funds were " not collected '' and gave him a date to " collect '' or they would be sent back to my acct. Our son followed the exact instructions to no avail. Friday, XX/XX/XXXX I began making phone calls to PNC at the one and only # XXXX. I have NEVER had anyone answer at this #, just a message saying the wait time was 30 plus minutes or longer. Yesterday, however, a girl answered after the 2nd ring! XXXX proceeded to help me with the XXXX XXXX issue. She walked me patiently through the steps to delete the info, then, reenter it again and ASSURED me this would fix the problem! Within an hour of this, my cell phone started blowing up with calls from a PNC bank in XXXX XXXX  XXXX, stating that my account had been SUSPENDED online, as there was some sort of security breach (? ) they didn't use those words, but implied the same. The phone # they called from was XXXX. They appeared to be working fervently on the problem and said it would be fixed yesterday. It was late in the day Friday but the girl said she needed to talk to a supervisor and assured me she would call me back Fri afternoon. I called back twice before XXXXXXXX XXXX. ( New York Time ), only to have them answer the phone with my name, then explaining they still didn't have a solution. I asked if this " problem '' would affect my checks from clearing, etc, they said NO. Now, I can not open my account online at all! When I try to sign on, I get this response -- '' We did not recognize the information you entered. Please check the information and try again. '' Unable to Sign On? 
Reset your online access now using your debit card or phone number in a few short steps! 

In order to sign on you must be enrolled in Online Banking. If you're not enrolled, click either the Personal or Small Business link under the 'Sign On ' button to enroll. Our son DEPENDS on this transferral in order to make his truck payment which will be due Mon, XX/XX/XXXX! This truck payment is automatically deducted from his checking and now he doesn't have the funds available in his acct!! I have never been so frustrated and upset over a so called BUSINESS treating customers as such! The local PNC here in XXXX, TX knows NOTHING ABOUT XXXX  $ $ and could not help me! Really? Why were the BBVA employees NOT TRAINED for this and so many other banking issues? Instead, they gave me the XXXX number which rarely results in talking to a real person! I am XXXX XXXX XXXX, my husband XXXX. This is very upsetting to us. We are both retired and this is NOT ACCEPTABLE!! IF you check the PNC XXXX page, you will find MANY MANY PEOPLE WITH SIMILAR BANKING ISSUES/ PROBLEMS FROM PNC XXXX if not WORSE! Why is this bank able to do these sort of things and get away with it??? We want answers! I'm sure I could write more, as this was an ALL DAY incident, but I am so upset I probably couldn't remember it all. Please Help!

Company response to consumer: Closed with monetary relief