Consumer complaint received 2018-03-14
Company: PNC Bank N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I deposited a check written to me through my mobile app immediately after it was written to me by my sister on XX/XX/XXXX in the amount of almost 4k. I waited a couple of days to make sure it cleared and then used the funds. On XX/XX/XXXXthe money was then withdrawn from my account. I then immediately called to find out why on XX/XX/XXXX. The first level was unsure and put in a ticket for someone in the escalation department to contact me. I waited another day for someone to return my phone call. XXXX contacted me and we played phone tag until I decided not try and get someone else on the line. I then spoke to XXXX. She listened to my explanation and then said she would look into it further. I called back a couple more times only to be told they really couldn't do anything for me and that I would have to wait for XXXX to return my call since she was my case worker. I also heard multiple stories about my deposit during this time. I hear that it was withdrawn due to the physical check being deposited into an ATM by another individual. Ironically the name they were a little unclear of the account it was put in was XXXX with the same last name. At this point they knew it was fraud but it is not until todayXX/XX/XXXX that I was told that there was actually going to be a fraud investigation opened on my behalf. During this time I also spoke to 3-5 more representatives before I got XXXX on the line and conferenced him in with XXXX XXXX who told XXXX XXXX that they in fact could not see what the institution was that claimed the check was deposited into or the name of the person who's account it was put in to. So now the story had changed. I now have spoken to XXXX and had to repeat my story once again. She also claimed to take ownership and resolve my issue. It has been a week and now they are saying since it is fraud that they may not be able to get all or any of my funds returned but now this is a bank error because a fraud case should have been opened immediately. XXXX XXXX can only see the deposit to PNC into my account as the only withdrawal of the check. They have no record or any other attempt to debit the account the check was written out of. I keep getting the run around and lied to on multiple occasions and PNC is claiming it is not a bank error. Also when speaking to XXXX I was told that she was restricted by law to tell me the name of the persons account or the institution it was supposedly deposited into. Even though I was given this information before and then she herself mentioned that I was previously told the name of the persons account. So was this illegal? I find it hard to believe that XXXX XXXX doesn't have the money in my sister 's account with them, only sees one attempted debit to her account and no others, but PNC has this institution that they can't see or name ( whichever lie they want to tell at the time ) and this name of a person so conveniently close to mine. It has been over a week with many hours spent trying to get a resolution. I have had bills reversed and late fees for bills I can not pay due to this money being in limbo somewhere. PNC is not eager to help and is definitely not handling this in a responsible manner. I am extremely disappointed in this institution.

Company response to consumer: Closed with monetary relief