Consumer complaint received 2022-07-18
Company: PNC Bank N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2022, I made an international wire transfer from my PNC account for {$10000.00} to be paid to my wife who was traveling to XXXX with my XXXX kids on the same day. They were in need of money for their travel XXXX. As I was making the transaction, I had some thoughts whether I should go to the bank directly or I could work from my lap top. Because of the convenience, I chose the online service from my personal account. I confirmed the wire transfer when the system told me the funds would be available on or before XX/XX/2022. 

Till XX/XX/XXXX, when there was no deposit made to my wife, with worries, I personally made a visit to the local PNC Bank in XXXX, XXXX XXXX, PA and met the manager to find out the status of the transfer. I was told, wire transfer done with personal online account may take 2 weeks at least. I wish the system warned me this info, to make alternate plans. After the deadline of XX/XX/XXXX was over, worries about my family kept bothering as they were in need of money. I contacted the wire transfer desk of PNC on XX/XX/XXXX ( Eastern time approx between XXXX to XXXX ) and told the urgency of sending the money to my family. The consultant told me the money is held in XXXX in a bank in XXXX ( XXXX XXXX  ) and he didnt know the reason for the hold. I pleaded with him to contact the XXXX XXXX over the phone and solve the issue immediately, but he kept insisting, PNC will create a case number ( XXXX ) and contact the bank. He also mentioned to me, the transaction takes usually 10 business days, and starting from XX/XX/XXXX for my first business transaction day, the money perhaps would be despited on XX/XX/XXXX or might take additional XXXX weeks. 

On XX/XX/XXXX, evening around XXXX, I went to my personal PNC bank at XXXX and I met an agent. I told him about the need to speak to the manager, but as the manager had gone for the day, I briefly told the issue about the wire transfer to this agent. He took the information and told me, the manager would contact me the next day ( XX/XX/XXXX ). There was no contact from the bank and my worries led me to make another trip on XX/XX/XXXX to the bank. This time I was able to meet the manager and pleaded with the manager to help solve the wire transfer status, but unfortunately he kept telling, only the PNC wire transfer desk had to solve this issue. He mentioned had no authority as a manager to make any steps to solve the issue even though I told him, I am being the customer of his bank, someone has to take a leadership role and call the bank in XXXX to expedite the process. He was also not willing to document the complaint I was bringing to his desk. He also brought his assistant manager, but she also could not help with the wire transfer. This was deeply disappointing to me to understand the lack of customer care from PNC in these situations. 

With more and more worries, today ( XX/XX/2022 ) I made a couple of contacts with the wire transfer desk of PNC, intially at approximately XXXX PM with one consultant and after waiting for XXXX minutes or so the called dropped. I could hear his voice but he could not hear me and he cut the call after few attempts from his side to get my answer. I made a second attempt and a different agent came this time around XXXX and again I had to go through the full cycle of communication including holding the line as he was making enquiry of the wire transfer status. Finally, he told me, the transfer was on hold because the bank in XXXX wants to know my relationship to the recipient ( my wife! ) and also the purpose of the transaction. I had to tell him it is for my familys traveling expenses in XXXX. I also informed him all these informations were given to the consultant on XX/XX/XXXX when I made first contact to the wire transfer desk. It is my understanding, this was probably not documented by the consultant on XX/XX/XXXX and that is why this last wire transfer consultant was asking me the reason for the transfer. Further, he told me it is dispute now and it may take another 90 days to solve the transfer. I felt helpless as it was as if someone is adding salt to the wounds with utter lack of sensitivity to a customer. He could explain satisfactorily, when I told I would not have made this transaction, had I known, these problems would occur. He also had no answer for the system informing me the wire transfer would be completed on or before XXXX. 

It is my understanding, the PNC customer service is poorly designed at every step for international wire transfer with personal accounts. Further, there is utter lack of sensitivity to a customer and lack of leadership efforts by each one of them I interacted. To this day no money has been paid to my wife.

Company response to consumer: Closed with monetary relief