Consumer complaint received 2016-02-05
Company: PNC Bank N.A.
State: PA
Product: Money transfers
Sub-product: Domestic (US) money transfer
Issue: Other transaction issues

Complaint:
My daughter set me up as a payee in PNC 's " pop money '' ( we are both PNC customers ) to send me {$35.00} she owed me. She received a set up email and payment request receipt email ( attached ). I received a text message saying she had " popped '' the money to my account. The cell phone number is the ONLY information she had to send the money ; she does not know my bank account numbers. She uses the pop money service frequently. When I told her I never received the money, she said she had a completed transaction showing in her account app. It was late XXXX 2015, and pretty much forgotten until she tried to send me money in XXXX of this year. When I never got that payment, I called PNC, and was told to check my " XXXX XXXX settings ''. When I checked, I had not selected a bank account to " RECEIVE '' funds. I did this, and the money subsequently arrived. But now I asked them what happened to the money I never received in XXXX because it dawned on me I never DID receive it. They said if I did n't get it, it went back to my daughter 's account. However, she and I both checked with the bank, and she was never given the {$35.00} back. PNC has been elusive, they tell me SHE must file the claim, then they tell her I must file the claim ; finally WE BOTH called on a conference call ( the branch tells me I must CALL to dispute or go to escalation, the phone operators tell me I must go to a BRANCH .... ) During the conference call in mid XXXX, they said the money was sent to a XXXX XXXX account. Nobody in my family has ANY accounts with XXXX XXXX. I did check my other ( non-PNC ) account to make sure I did n't get the {$35.00}, it shows nothing. PNC agreed to investigate ( this is after many phone calls and trips to the branches where notes were supposedly make in her account ). She received a letter this week ( attached ) saying they closed the investigation because she sent the money, and someone at XXXX XXXX received it and it was a concluded transaction. They told her to contact XXXX XXXX and gave her a trace #. Nobody we know has accounts at XXXX XXXX. XXXX XXXX, predictably, will not talk to either of us about their account holders when we do n't have a name, account number, or anything, and ARE NOT CUSTOMERS. I tried to tell PNC this was an exercise in futility, but they refuse to accept any responsibility for the missing money, and instead blame my daughter for setting up the transfer incorrectly. SHE HAD NO ACCOUNT NUMBERS and used my cell phone for the transfer ; I did receive a text message saying the money was coming to my account, but at no time did I receive an email or anything that indicated I needed to accept the money. I ca n't wire money. She ca n't wire money! PNC is the one who sent the money somewhere, and now refuse to do anything about crediting it back to my daughter. Phone calls are futile, visits to the branches are futile, " escalating the claim '' has also proven futile. Now, while I know this is " only '' {$35.00}, if they are doing this to us, HOW MANY OTHER people are they doing it to?? They gave the money to someone, and I 'd like someone to figure out a way to get it back. I do n't know if it was PNC, I do n't know if it was Pop Money, but someone knows something here and refuses to respond in a satisfactory manner.

Company response to consumer: Closed with explanation