Consumer complaint received 2021-11-12
Company: PNC Bank N.A.
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
As most people are aware, BBVA transitioned to PNC in the first week of XXXX, to disastrous results. They took five days to transition, during which time it was impossible to do online banking. We were attempting to make a deposit at that time but it was denied by XXXX, and so I contacted my teller on the XXXX of XXXX to find out what to do, as I have a personal relationship with her. ( I am overseas and can not afford to make international phone calls ; this is all by email. ) She never responded. On the XXXX of XXXX I attempted to reach her to get my account number, because my XXXX automatic payment was happening on the XXXX. Without the account number I can do nothing with the account. I never heard back from her. My mother is also on the account ; I'm told that she's taken an extended leave of absence because this horrible transition has become too much for her. I'm told that the local branch in XXXX has two new people working there and lines are out the door. I read online that many customers are very dissatisfied with this new bank. 

On the XXXX I mentioned my disgruntlement with PNC in a public XXXX. They replied asking me respond via private message. I told them I need my account number. The account numbers are available on bank statements, but I have received no bank statement yet. They told me on the XXXX to get a mobile app. I told them I wanted to do it on my PC, as I have no room on my old mobile phone. They told me on the XXXX how to do get my account number. 

In the meantime since the XXXX I have been trying to reach XXXX to halt the payments. They don't respond through their automatic process until a few days ago, and they have now halted payments- but not before it went through to my account, eating up the {$75.00} we had in the account and putting me {$230.00} in arrears. 

Back to PNC - I attempted to get the account number on the XXXX - when nothing was yet showing up on my account and there was still time. But you need an American phone number, which I do not have. On the XXXX they told me that this could be handled with an Escalation Rep, and they asked for more information, and informed the ER. At this point the deposit we were going to make we just used XXXX for because we had no idea when the account number would become available. 

On the XXXX XXXX thanked me for making a payment. This was odd because nothing was showing up in my bank account yet, which is a financial violation in itself. Nothing would show up for days. Also, I had read online that I needed to inform XXXX of my new bank account so that they could start the withdrawal there. I was never informed at any point before this that they did not need the new account number and it would be automatically transferred over- not until the XXXX of XXXX. ( Note that at this point I still don't have access to my account so can make no deposits. ) This is odd because this all began when the XXXX did *not* transfer on the XXXX, despite there supposedly being no problem with accounts rolling over. XXXX the XXXX they told me pending transactions do not post to an account for 3-5 days. Unlike with XXXX, at this point, a full three days later, THERE STILL ARE NO PENDING TRANSACTIONS LISTED. 

On the XXXX I began receiving overdraft notices from PNC. This is my first indication from PNC that there is a deduction that took place on the XXXX - pending or otherwise. I inform me that the next major influx of money into my account, the last, had to be moved to another bank account, the deposit from my employer, because he had been asking for a week for the account number and I couldn't wait any longer. I inform them that I can not now find a new way to get funds into that account ; I can't ask my new employer to switch banks. I inform them on the XXXX that I want them to waive overdraft fees as this is 100 % their fault. On the XXXX they do so. I ask them to stop sending overdraft notices. They tell me to download an app to do so. 

On the XXXX the Escalation Specialist, one XXXX XXXX, finally contacts me. She tells me that there she she tried to call me but could not get through. There is no record of a call on my phone. The ringer and phone are in working order. I have received other local calls and two weeks earlier received a call from the States from another company who was checking on me. My phone is working fine. She asks me to call her. I tell her that I can not afford to do so, and ask her to try again. She does not reply. Ever. I have sent her messages on the XXXX, the XXXX of XXXX, and today, the XXXX. She has never once replied. I have asked repeatedly at the PNC XXXX account why she never sends a message. They never tell me why or respond on this issue. 

On the XXXX of XXXX they tell me ( not the ES ) that she has repeatedly called me and been unable to reach me. I inform them that not only does she not reply to my emails, but my phone is working and the ringer is working and I am receiving other calls no problem. On the XXXX I invite them to let the ES know that she can reach me at XXXX, XXXX, XXXX, XXXX, XXXX, or XXXX XXXX. They do not respond to this. On the XXXX they tell me she calls and it rings once and that there is no voice mail. She does not tell me that ; the XXXX account does. I tell them that if she would just reply to my emails we could work things out quicker, and my phone is not set to XXXX Not XXXX, which would be expected if someone were actually calling me and it was ringing only once. 

On the XXXX of XXXX I get an email that I can now access my statement. This would mean I could finally get my account number, and could put money in, if I still had money to do so, which I do not. But of course, their website is down due to " maintenance ''. 

Today, the XXXX, they start sending harassing snailmail messages to my mother, who is also listed on the account. She is on a fixed income, and has to travel down to the bank from her mountain house to try to fix things. On the XXXX of XXXX I get my account number and inform the Escalation Specialist who never responds that I want my {$75.00} back, the payment to XXXX reversed, and my account closed. I inform the PNC XXXX account of this as well. Had I had this a month ago when I should have there would have been no problem and I wouldn't be overdrawn and could use that {$75.00} for being able to live ; I could just deal with XXXX on my own. 

Please note that all times are XXXX ( XXXX XXXX XXXX ) so may be off by one day as compared to the bank 's notes. Emails and XXXX Screenshots are available upon request, but I don't think they should be needed. I have no other supporting documents.

Company response to consumer: Closed with explanation