Consumer complaint received 2019-09-05
Company: PNC Bank N.A.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
The purpose of this communication is to make PNC Financial Services Group , Inc.,  CFPB, FDIC, XXXX, as well as any other party aware of the events my wife and I experienced including fraudulent bank charges, negligence, unacceptable customer service and the creation of bank debit cards in me and my wifes names without expressed consent. Also we believe there is the possibility that PNC never closed our accounts as it is XX/XX/2019 currently and my wife is receiving daily checking account balance email updates. 
My wife and I have / have had checking and savings accounts with PNC Bank. 
On XX/XX/2019 we discovered a fraudulent charge on our bank account, in the amount of {$200.00}. The charge was from an ATM in XXXX. 
Over the course of the next few days my wife and I contacted PNC at least 4 separate times both on the phone and at our local PNC officer. My wife, a joint account holder was told on the phone while speaking to customer service that she did not have the authority to take any action on our accounts. As a side bar I would like to add that this is not the first time she has been told that only I, XXXX is permitted to make account changes, which is unacceptable. Each time we contacted PNC, they refused to dispute the transaction until we contacted them again at a further date in the future. When I visited my local branch to dispute the transaction a member of the staff apologized to me for our experience with customer service on the phone, and told me that there is no reason my wife should have been denied access to dispute a charge, however still I could not dispute the transaction. Finally my wife was able to get the charge disputed, and PNC notified her we would be receiving a fraud packet from PNC in the mail. My wife visited the PNC branch and gave PNC a copy of the police report we filed, and later that day we were issued a provisional credit of {$200.00}. 
My wife and I decided that the customer service we received and the negligence on the part of PNC in their failure to deal with the fraudulent charge with a sense of urgency was unacceptable. We promptly opened a new bank account with a local bank and began the process of moving our funds out of PNC and switching our direct deposits. 
On XX/XX/2019 the final day we were set to close our accounts with PNC and end our relationship. On this day we learned that additional debit cards had been created under both my name, and my wifes name. We had not authorized PNC to create these cards. We contacted PNC and were told that what we saw online was correct at least 4 new cards had been created. At this point we had also realized we still had not received any fraud packet from PNC. 
Very upset at the end of the day we visited our local PNC branch located at XXXX XXXX XXXX. XXXX XXXX. XXXX, NC, XXXX and met with XXXX XXXX, the branch manager at that location. When we inquired about the creation of the multiple debit cards, he told us that PNC has no way of tracking who created the debit cards, online or at a branch location. We asked that he escalate this issue to upper management, and close our accounts. We informed him that if the issue was not resolved we would be making a formal complaint with various financial regulatory agencies. Mr. XXXX informed us that he was unable to close our accounts until Monday. On Monday XX/XX/2019 Mr. XXXX was kind enough to stop by my work place and deliver a check for {$0.00} that was interest that had accrued over the weekend. Later that day he confirmed via email that the account was closed. 
It is XX/XX/2019 and my wife continues to receive daily checking account email updates, which leads us to believe our checking accounts were never closed. She has called PNC and they are telling her she can only get these turned off at our local branch. On Friday XX/XX/2019 my wife asked me to visit the local PNC branch. During my visit I explained the situation and keeping with the theme of poor customer service the employee offered very little help, and again told us that the PNC representative my wife spoke with was wrong and they could have done it on the phone. She also was not able to see why PNC is continuing to harass us with daily account balance updates even though our account is closed. I sent a follow up email to MrXXXX XXXX on XX/XX/2019 asking for him to double check that alerts have been disabled, and also requested bank statements to be mail to our house. 
It is currently XX/XX/2019 and I have not heard anything back from Mr. XXXX and my wife continues to get harassed daily by PNC with checking account balance updates for an account that is supposedly closed. I feel as if my wife and I have been extremely patient and generous with PNC, while dealing with poor customer service, and their negligence in handing our accounts. 

For this reason we are submitting this written statement to appropriate parties and asking that PNC Financial Services Group , Inc., provide satisfactory documentation by mail proving our account is actually closed and complete an internal review of the above described events. 

Also this letter serves as a written request for copies of all bank statements for the last three years to be mailed to the property listed below.

Company response to consumer: Closed with explanation