Consumer complaint received 2016-04-09
Company: PNC Bank N.A.
State: VA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
PNC Bank wrongfully withdrew {$360.00} from my new bank account to offset fees that should never have been levied against an old account that I closed, and for debiting {$72.00} from my new account to cover the overdraft this created.. 
On XXXX XXXX, 2016, I lost my ATM card. Someone tried to use my lost ATM card to withdraw funds and check the balance on my account. PNC Bank noticed the activity and immediately suspended my account. 
The next morning, XXXX XXXX, PNC Bank called and notified me of this and told me she had deactivated my ATM card, and that I should go to the nearest branch bank and close my account. 
I went to the PNC Bank branch at XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX to close the account. XXXX XXXX, Customer Service Associate, closed the account and told me the ATM card was deactivated. He also opened a new checking account for me. 
At that point, PNC had charged me {$60.00} in transaction fees for the attempted activity with my stolen ATM card. XXXX XXXX told me that the fees would be returned to me, and that the old account was closed. The following Saturday, I was told at another branch that my old ATM card had not been deactivated. It was deactivated at that time. 
On XXXX XXXX, the old account was showing an arrearage of {$120.00} because PNC Bank assessed another {$72.00} in overdraft fees. A PNC client services representative on the phone told me the account was being kept open for 30 days in case any other checks or debits would come through, and that I had to cancel all ACH authorizations myself ( which I had done ). She also told me to return to the my branch bank to have the fees reversed. I went to the bank and XXXX XXXX told me all the fees would be refunded, the account would be " XXXX '' again. He told me I would also be getting a refund for the initial {$60.00} in fees stemming from the fraud on my account, and told me there should be no activity on the account going forward. 
I noticed a week later that the arrearage in my old account had grown to more than {$200.00}, as the bank continued to accept unauthorized ACH debits, and charged me a {$36.00} fees after reversing the debits. I returned to the branch and was again told by XXXX XXXX that the fees would be reversed. 
On XXXX XXXX, I received a letter from PNC informing me that they had issued a credit memo against my new account for {$360.00} to pay for the NSF fees charged to my old account. This created XXXX overdrafts in my new account and I was charged {$72.00} in fees. XXXX XXXX told me the money had been taken by " the back office, '' and I would have to go through the escalation department. Last week, XXXX XXXX, Escalation Manager, told me by phone the new investigation process would take five business days. I wen to the bank and XXXX XXXX, Branch Manager, told me the {$360.00} would be returned to me, but I had to let the " process '' take its course. I went to the branch on XXXX XXXX, ( after seven business days ) and XXXX XXXX, told me that the bank had decided not to return my money. He told me to contact XXXX XXXX, Regional Manager, to have the decision overridden. I called XXXX XXXX two times and he never returned my calls.

Company response to consumer: Closed with monetary relief