Consumer complaint received 2015-04-14
Company: PNC Bank N.A.
State: OH
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
Below is a letter written to PNC Bank on XXXX XXXX, XXXX. Per instructions, it was sent to Credit Bureau Disputes Department in XXXX. A copy of the entire packet was also sent to XXXX XXXX, Associate Director of the CFPB. I have n't heard from PNC and I have n't heard from the CFPB. 

We are writing to ask for a bad mark against our credit score be removed due to circumstances we believe are the fault of PNC Bank personnel, not our own. 

We have worked with XXXX XXXX of your Escalation Dept., who provided the background materials attached. She suggested we contact your department regarding the correction of this mistake. 

We opened a checking account at National City Bank in XXXX. At that time, we were sold an overdraft protection line. When we closed the checking in XXXX, the overdraft protection line was not closed. At the beginning of XXXX, we were charged the annual fee on the protection line of credit. We were a customer in good standing for nearly 15 years and we still have money market accounts set up with PNC for our children. I 'm very disappointed in the policies around this, and that our credit score has been dinged over a {$36.00} fee that we were not notified about. 

For the following reasons, I 'd like this matter to be resolved. 
We were customers in good standing for many years. 
The overdraft line is sold with the checking account. 
When the checking account was closed, we were not asked if we wanted to close the overdraft - I find it rather dishonest that they are sold in tandem but that they are not cancelled in tandem or at least that the overdraft is not flagged when an account is closed and the customer given the option to close. 
After realizing the account was closed and you could n't assess the fee, you mailed us a statement - TO THE WRONG ADDRESS. Our address changed in XXXX of XXXX, while our account was still active. We took the proper steps to change the address at that time. In fact, our current address was on file with XXXX when I spoke to her just last month. So, again, PNC made a mistake that is affecting our credit. 
Frankly, I feel like PNC tried to trick us by not suggesting we close an overdraft protection line on an account we were closing. Why would any reasonable person keep such a line and why would any reasonable person not think they would be closed in tandem when they are sold in tandem? This is dishonest policy. 

We also find that your company makes it as difficult as possible to resolve disputes, by providing me a XXXX XXXX and department name only, no person, no phone number, to have this matter handled. I can bank electronically, chat with reps on your Web site, find you on XXXX and XXXX. However, we are sending this letter, as instructed into what we feel is a great abyss, with no way of knowing if it 's ever received. We do hope, however, it can be resolved simply and efficiently, as both our credit scores have been impacted by PNCs poor policy decisions and mistakes.

Company response to consumer: Closed with non-monetary relief