Consumer complaint received 2017-05-11
Company: PNC Bank N.A.
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Consumer Financial Protection Bureau  XXXX   XXXX ,  XXXX  Page  XXXX  of  XXXX   Re  : Complaint on Actions  of PNC Bank Failure to provide Response as Committed This complaint relates to the unprofessional conduct on the part of PNC Bank representatives, actions against my family unrelated to any pers onal dispute I have had, failure to provide timely, accurate information, and for a lack of factual information. There was a previous complaint #  XXXX , which did not include items covered here. Comments on the lette r ( not sent to me ) but to the  CFPB by  XXXX   XXXX   XXXX  are included. Additional reference documents are also included with this complaint.  PNC B ank has not provided common information requested, assistance through channels they directed me and my family to, has posed risks to my, my wifes and our family accounts including SS and insurance. Through failure to properly allow me to make deposits, use my checking, and investment accounts, credit risks were posed. For many months ending  with PNC Banks closure of several accounts, I, and my wife had not been able to obtain committed advice, or direction from PNC Bank representatives as required in their agreements for these accounts. Clo sures were well from  12 to 30 days, as there were holidays and weekends involved, ( se e attached ) below any reasonable number expected for major account funds transfers. Even the closure notices are inconsistent. The note from  XXXX   XXXX , dated  XXXX   XXXX  ( received on or about  XXXX   XXXX  gives notice of account  XXXX  closure by  XXXX   XXXX . This is less than 12 days. This first notice was shortly after  PNC representatives would not provide assistance. This is retaliatory, noting else. Is this proper or fair treatment? Commitments by designated PNC B ank contact,  XXXX   XXXX , after the CFPB complaint have not been completed and summary statements posed b y PNC to C FPB and others are absolutely false and defamatory. Related to  XXXX , the  PNC Branch manager, aggre ssive behavior was shown by him, on  XXXX   XXXX ,  XXXX . Details are included below and in an attachment. The forgery of documents claims are founded, counter to  XXXX   XXXX  statement. I will make myself available at any time to undergo handwriting analysis to compare my known signature to those poste d. One ob vious example is attached. When  XXXX   XXXX , the investment advisor involved, was originally approached of the forgeries, he noted that the signatures must have been done by someone at the corporate level. He fully agreed they were not mine. Comment was made by me that forgery is a bad habit-no matter who did it. When a representati ve of PNC  Bank itself has agreed, this hardly matches  XXXX   XXXX  unfounded comment on forgery. Direct testimony by  XXXX   XXXX  should have been enough to convinc e PNC tha t something major was wrong. Statements otherwise now by  XXXX   XXXX  or any others are completely false and do not match the real documents.   Failure to Assist and Provide Information on Special Loan Offer The letter from  XXXX   XXXX  states that the accounts were closed because of consistent and repeated instances of aggressive behavior at the  XXXX   XXXX . Branch. This is totally and absolutely false. I have never had any confrontation with any regula r PNC bankin g representative. On or about  XXXX   XXXX ,  XXXX , nearly a year ago, I had requested directly from the available local branch  PNC Investment Representative copies of ALL signed documents in PNC files for myself and my wife. The request was made due to an ongoing issue related to forgery of documents by PNC. A copy of one forged item is attached. The document copies were to include all in PNC files. She agreed, with no questions, with an expectati on within a few days. A reference is in the attached  XXXX   XXXX ,  XXXX  note to  XXXX   XXXX . Some investment documents including forgeries were provided. Many others were not. This failure showed an unacceptable lack of respect and common banking courtesy. Multiple accounts were open at that time, with many signature documents available  in PNC records. Since an issue related to a forgery by PNC had already gone on for  an extended time, I was rightly disappointed. A request for a follow up call from  XXXX , the bank  manager  was not completed. This matched a previous pattern from PNC. There has been no refusal by me for assistance. None has been offered. Through the year, I continued to regularly visit the same near by PNC branc h location for checking, credit card, savings, and other banking/investment needs. At all times, the regular staff treated me professionally and courteously. I extended the same respect. To state there were repeated instances is a fabrication. On nearly all visits, a bag of candy id given to tellers or representatives. There have been no other instances related to my personal conduct. This does not match  XXXX   XXXX  statements. Further, the sentence that I refused in any way to allow  PNCI  representatives help me with investment account is also completely false. My repeated requests have been ignored. An offer was made by me to travel to any other location, including  XXXX  or  XXXX  to obtain advice ( see  XXXX  visit report ). Follow up requests were completely ignored. I challenge anyone to prove otherwise. Comments on the pending  XXXX  complaint and any investment issue were completely avoided. Through the actual closures, regular banking transactions continued. On  XXXX   XXXX ,  XXXX  the statement by  XXXX  was that no one was to speak to me. Please read the attached summary of the  XXXX   XXXX  visits. The only thing which has been consistent is the failure of  PNC and  its top banking representatives to complete its commitments or assist. Other accounts remain open. A complaint on forgery to the Alabama  Securities Commission ( ASC ) co ntinues on  Page   XXXX  of  XXXX  its own. The note from  XXXX   XXXX  dated  XXXX   XXXX  has her phone number for contact Phone and e-mail requests to speak or answer questions have been completely ignored. Record of  one  such attempt is attached. Is this fairly and equally?   Unprofessional Conduct b y PNC Bank Branch Manager On   XXXX   XXXX ,  XXXX , I entered th e PNC Ba nk branch in  XXXX , Alabama to receive account information, and secure funds, as my work had been reduced. Many accounts were open. I had done business at that location for over 29 ye ars ( own ership has changed ). Regular statements referred me to  XXXX   XXXX  for advice.  XXXX   XXXX  had been involved with the complaint to  the ASC Commission. Co ntacting him was not allowed per earlier written notice  from PNC b ank. Calls to the other recommended representatives were not answered. The investment call center was then contacted. The need for advice and this situation were explained. They recommended I visit the local branch and contact other investment advisors. This left me and my family in a quandary. Per this direction, a visit was made to the local branch. The notes o n 3  visits extending from  XXXX   XXXX ,  XXXX  are attached. In summary, follow up on the fir st two vis its was not completed. My requests were ignored. On the third attempt,  XXXX , the ban k manager refused to assist, offered no other direction, noted that no one at PNC was to speak to me, made other unrelated negative comments and asked me to leave his office. This conduct by PNC was unprofessional and provocative. None of t his matches a note from  XXXX   XXXX   XXXX  on any actions by me. Statements to agencies by  PNC have not mentioned this incident, or the insult it posed to me and my family. As no assistance was going to be provided, other banking decisions were made outside of PNC. This incident, and previous conduct by PNC does not match a banking institution which states help was offered but was not accepted. Throughout, I have remained patient, and abiding. PNC Bank then chose to punitively close my and my wifes chec king account, savings and investment accounts.   Repeated Attempts to Information and Answers to Inquiries On numerous occasions, before the actual closures, I attempted to secure in an y PNC directed way provided, additional information from PNC Bank. The only answers given from the DRU/Positive Balance Account Closure number (   XXXX   ) were (  in so many words ) : You have a right to close an account at any time you want, and we can too. Such comments should never be tolerated. As I had and retain a credit card thro ugh PNC Bank,  I have continued my regular at branch in bank payments of this balance. During none of those visits, nor during visits for an organization for which I am treasurer or for other needs were there any negative comments by any  PNC staff. There was always a welcoming, atmosphere by tellers and assistants. This never changed. Only my, and my wifes checking account and some others were closed. These closures were selective, were unwarranted, were attempts by PNC to be punitive and were made to cause as much disruption as PNC felt it coul d to my regular banking activities.   Formal Offer of a Reduced Rate Loan after Closure Notices-Lack of Response On  XXXX   XXXX ,  XXXX , after all account closure notices, but before final closures on  XXXX   XXXX , a personal mail offer was received by me to obtain a low interest home loan, as a part of a pre-selected offer. A much lower rate would be required if automatic payment was made from checking.  XXXX   XXXX   XXXX , my designated CFPB Complaint contact, was informed by phone and by e-mail.  XXXX  agreed to provide information and advice with recommended actions, including possibly opening a new checking account, or receiving an extension to the timetable, to take advantage of the offer. The date for the end of the offer,  XXXX   XXXX ,  XXXX , was well after actual checking account closure. A copy of the loan offer and my requests for information are attached. Answers were never provided.  If PNC h ad any concern about me, as noted in the response to CFPB complaint #  XXXX  or had any issues whatsoever, why was this special pre-selected offer made? Shou ld PNC possibly comment now that this was by another group is totally ignorant of documented fact. Commitments for common courtesy responses, when proper recommended channels have been followed should have been completed. Most would agree it appears PNC had continued a selective, one sided punitive effort toward me, my wife, and my family. This, by any reason is directly linked to the ASC complaint. All related PNC actions toward me an d my family are unprofessional, unethical, and unacceptable according to regular banking practices.   Summary Due to the fact tha t PNC had not made any attempt to assist me or my wife with my banking requests, had noted that it was up to us to move forward on my own, that preferred checking account linked loan offers were made but not allowed, that simple courtesies were not fulfilled, and for other documented reasons, I find an additional CFPB complaint against PNC conduct to be necessary. Response to Page   XXXX  of  XXXX  any previous CFPB complaints  by PNC are in correct. In a conversation with  XXXX   XXXX , after her review of the  XXXX  furnished pages of documents to her, she stated every attempt would be made to be fair to me, to provide me directly with all response information, to retain accounts if at all possible, and to complete an open and balanced investigation.  XXXX   XXXX  completely understood and agreed with my frustration. She noted that behavior of the branc h manager I d escribed was unacceptable.  XXXX   XXXX  noted that on first review there appeared to be a discrepancy in the ( forged  ) si gnatures. On this we totally agreed. She also inferred that based on her investigation, the accounts should be reopened, and she would recommend this. This is not the directio n PNC chose.  Her letter statements are  XXXX  degrees from this. No questions were ever raised or comments made on any personal negative behavior, including a singular  XXXX   XXXX  visit when  PNC  failed to furnish expected documents. I noted earlier how I had and continue to show personal courtesies to the tellers. For many years, this has created and continues a very positive relationship with no issues. The decisions against me, toward my wife and my family  may have been made at a higher bank management level. A complaint to the ASC on forgery was only as a last resort, and was related to long going lack of answers from PNC.  Retaliatory actions, closing accounts with very short notice, and false statements to the CFPB require counter comment.   Linkag e of ASC Complaint to Closure of  Accounts  PNC has not fulfilled its promises and has acted in an unfair way to cause harm to me, my wife, and my family. The closures and complaint on forgery appear linked. Just because a bank can do something it feels will be punitive does not justify it. PNC has been intentionally vindictive. Statements to the CFPB are false or full misrepresentations. Federal Banking Agencies, the State of Alabama, the public, inve stors, and account holders have commitments b y PNC, as a public trust not to perform in this way. My family and I hope further investigation, and review of the attached documents by the ASC, PNC and the CFPB determines answers. To date, none have been provided. Reference docume nts are included with this complaint. Thank you on behalf of the individual banker and investor.   Respectfully,  XXXX   XXXX ,

Company response to consumer: Closed with explanation