Consumer complaint received 2021-10-16
Company: PNC Bank N.A.
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I have a BBVA Checking and savings account. My account used to be held by SIMPLE, but they were bought out by BBVA and my accounts were merged and now controlled by BBVA. I have had numerous deposits coming into this account by direct deposit and this was my main banking account. 

Well the issue first started on XXXX XXXX of this year ( XX/XX/XXXX ) i was u able to transfer money from my savings to my checking online and I was unable to withdrawal any money at the atm. I called BBVA and they informed me that my call could and issue could only be handled by BBVA enterprise frXXXX team so I had them transfer me but to my suprise being XXXX on a Friday the enterprise fraud team closed early and wouldnt be available until Monday morning. Well it was XXXX  XXXX I was trying to buy my dad a gift and withdrawal money from my account in which I was left without access to my funds all weekend. Come Monday morning XX/XX/XXXX XXXX I called again bc I recieved no follow up call. I had even emailed the dept through my online portal numerous times over the weekend and recieved no update. So I called bright and early Monday morning and once again was told my issue needed to be resolved by BBVAs enterprise fraud XXXX, so they transferred me. I waited on hold for two hours before the line disconnected. I called again informed the regular BBVA support team that no one answered my call and my call was dropped so they tried to transfer mr again. Same thing except I didnt wait two hours for the line to disconnect. I called again and asked for a supervisor. A supervisor ( XXXX ) informed me that my account was frozen by the enterprise fraud dept and could only be unfroze through that dept. I told her I couldnt get a hold of anyone and she escalated the issue. I tried numerous times to call the number given to no avail. A week goes by and I still have yet to RECIEVE a response call back email anything in terms of communicating with me about resolving my account issues. I finally called again a weeks later after not recieving any response and not having access to much needed funds in my account on XX/XX/XXXX where I asked for a supervisor. I informed the supervisor once again of my issues and not being able to access my funds in which I had a balance of over {$1000.00} in my savings and {$98.00} in my checking. She informed me that she would see to it that someone from enterprise fraud would call me today in hopes to get this issue in which I still was not aware of what the actual issue was and hopefully get it resolved. 

I recieved a call on XX/XX/XXXX from someone in the enterprise fraud dept!!! It took them over a month to inform me of the reasons why my funds were frozen and after I had reached out numerous times and had no access to my funds! 

Of course I was not able to answer the phone when the man called at XXXX bc I was working and it was a number I wasnt familiar with from Texas XXXX He left a voicemail and said that I had recieved a deposit from the state of arizona whilr my account was still held with SIMPLE  ( so before simple  and BBVA merged ) back in XX/XX/XXXX for {$730.00} in which I was not permitted to RECIEVE, which is not true. I tried calling the man back the same day ( XXXX with BBVA ENTERPRISE FRAUD ) he didnt answer so I left a voicemail with my contact information! I recieved no call back after that, and when I tried to call again the next day XX/XX/XXXX his voicemail stated he was out of the office for the rest of the week and wouldnt be available until XX/XX/XXXX. 
Just my luck. So how can I resolve an issue of a frozen account that they unlawfully froze kept my access to funds and took over a month to reach out? 

So I waited but at this time BBVA had informed its customers that PNC BANk Bought them out and BBVA was now going to be merging with PNC BAnk. We were told we would be getting new account numbers etc by XX/XX/XXXX. 
In the meantime its now XX/XX/XXXX and ive tried every outlet you can XXXX to have someone fix my account I emailed the proper channels I left messeges on XXXX XXXX voicemail with proof of the transactions that they said I wasnt verified to RECIEVE and no one responded or communicated bacj with me! 

In fact I never even heard from XXXX from bbva enterprise fraud department again and the next thing you know I get my BBVA statement in the mail stating my account was now closed and BBVA TOOK THE REMAINING FUNDS OF OVER {$2000.00} to pay for a transaction that I was verified and prooved I was verified to RECIEVE!!! 
This entire issue has created a hardship in my life as I was due to RECIEVE my tax refund to that account in which I still have not recieved of over {$9800.00}, I was also due to get my child tax credit advance payments to that account as Im a single mother of XXXX young boys and I heavily rely upon those funds to survive and pay my rent in which I still have not recieved a payment for. This issue not being resolved accordingly has created a domino affect on my life they closed my account without proper due diligence and without proper communication, they obviously didnt even look at the information and verification of funds I uploaded to them and never even had the decency to communicate with me to resolve the issues that the unjustly created!!! Those funds were all I had at the time for my kids and I and they closed my account took the rest of my money, I wasnt able to get my tax refund so thats still delayed along with any of the payments Im due to RECIEVE from the cares act and probably reported the closure to the credit companies so it has affected me on numerous angles and its all done completly fraudulently on their end! They did not follow their policy and then the PNC MERGE just mage the entire situation even more difficult for me as a customer to navigate! The customer service was non existent! I paid for them to basically steal my funds and tell me oh well! And now bc of this I have no checking account and am having trouble opening a new one else where bc they labeled me a risk!!!!!!! What the heck is this wozld coming to where I entrust my financials with a bank and get everything stolen from me based off of their apparent suspicion of a transaction that happened a year prior and before the merged the first time and that I have documentation proofing Im verified and was approved and validated to RECIEVE and then close the account and label me as high risk so I cant even open a new account!! Not to mention all the deposits I was waiting for during the course of this two month act of idiocy and complete disregard to their own banking and policy practices!!! How can they take sll my money and do that without even properly informing me or giving correcting the issue when I give them all percent information!! They dont do their die deligence and i as a consumer get victimized by this bank not once but multiple times??? 
Im infuriated that this was able to happen and after all the outlets I tried in getting ahold of sny one or messeges I left voicemails emails uploaded documents supervisors I talked to enterprise team I talked to that this issue wasnt properly or justly handled in any way and my children and I suffer not the XXXX dollar bank wrongfully accusing and stealing money from their customers based on s sispicion that they dont even have the sense to look into or research in order to make the proper informed decision or options as far as a resolution!!!??? Its wrong and Im disgusted.

Company response to consumer: Closed with explanation