Consumer complaint received 2022-08-02
Company: PNC Bank N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Hello, I am filing a complaint on PNC Bank due to mismanagement of my funds, inadequate customer service, and refusal to provide me with the bank statements showing payment to a vendor with no refund returned to my bank account during PNC 's acquisition of Compass BBVA Bank in XX/XX/XXXX. In XX/XX/XXXX, I placed a complaint through BBVA during the merger with PNC because a vendor, XXXX XXXX XXXX in XXXXXXXX XXXX had not returned my money as they had promised. I have proof that XXXX XXXX XXXX refunded the money through their digital accounting system. However, I never received the refund of for XXXX transactions paid to XXXX XXXX XXXX for {$100.00}, {$97.00} and {$110.00}. These payments were paid during the months of XXXX to XXXX of XXXX. I made a dispute with BBVA on XX/XX/XXXX while at the place of business and XXXX XXXX XXXX refunded my money that same day after I made the complaint to my then bank, Compass BBVA. However, the refund was not returned directly to my account within XXXX business days. 

On XX/XX/XXXX, I had received a call and email confirmation from a representative. XXXX, handling my dispute assured me that the dispute will remain open until it is resolved and the merger between PNC and BBVA will not affect it. Additionally, I had shared with the representative the XXXX XXXX payment ledger and email confirmations of the funds being returned. 

In XX/XX/XXXX, I followed up with PNC about the dispute and I was advised to start it over since they could not find the dispute from BBVA at the time. I did as per their instruction. The representative mismanaged the dispute so it was rejected. I tried to submitting another dispute, had requested the matter be sent to the escalation department emailed all my documentation from BBVA and XXXX XXXX XXXX to their email, XXXX, on XX/XX/XXXX. XXXX with the dispute # XXXX. PNC had sent a letter asking me to give my account in my own words. I did. However, I received a letter stating the dispute was closed because I had never responded. Again, I filed another dispute and it was rejected again immediately saying that the matter had been resolved and the temporary credit was taken back out of my account. It put my account into the negative. I paid it up and went into a local branch XX/XX/XXXX because I was not getting anywhere with customer service via phone. I spoke to two different PNC bank representatives at the XXXX XXXX location. The first meeting was in XX/XX/XXXX and she found the funds were never returned so she submitted another dispute with dates and amounts. Again, it was rejected. The second meeting was in XX/XX/XXXX with another PNC Bank representative, XXXX, and she found the funds paid but not returned. I emailed her the same documentation I had and she said she would forward it along with the dispute. I had requested copies of these bank statements and she said she could not because she was a temp helping out the another branch so I requested that the dispute department to send me the statements. The dispute was rejected again stating the matter has been resolved with no further explanation or copies of BBVA statements. 

On XX/XX/XXXX, I received a call and voicemail from a PNC Representative, XXXX, who was calling on behalf of my disputes XXXX XXXX XXXX, XXXX XXXX I called back XXXX times that week and no one responded to my messages. 

As of XXXX XXXX, I had a law office, XXXX XXXX, write a letter to XXXX demanding proof and resolution. No written response to the lawyers as of today. 

On XX/XX/XXXX, I received a call from another PNC representative, XXXX, on the behalf of XXXX. She explained to me that BBVA had closed my dispute and that is the reason why PNC sent the letters that the dispute has been closed/ resolved as of the end of XXXX XXXX early XX/XX/XXXX. I advised her that it was escalated with BBVA and I have email confirmation from XXXX on XX/XX/XXXX that the dispute will remain open during the merger. Then, XXXX stated it was past the time PNC can dispute it with XXXX XXXX XXXX and said I should contact the vendor again. I advised her that it is not my fault the time ran out and it took about XXXX to XXXX months for the executive office to contact me about it. I advised I do not talk tot the vendor because I had to make a bank dispute in the first place at their place of business in order to get a refund. Secondly, PNC merged with BBVA so they are responsible for the disputes still just as if I owed BBVA money PNC would try to collect it because they took over the previous companies accounts. I advised her this ordeal and lack of consistent communication is affecting my anxiety. The call disconnected because of my cell phone service but she did email me. I emailed a copy of the letter from XXXX XXXX to her and XXXX and asked them to contact the law office moving forward. Additionally, I sent an email to both representatives with all the same documentation between BBVA, PNC XXXX XXXX XXXX and myself. 

As of XX/XX/XXXX, my lawyer had stated the law office has not received any response from PNC. She recommended for me to file this complaint with Consumer Financial Protection Bureau so PNC can respond to this organization for further assistance. I hope to receive a response from PNC, proof or a resolution.

Company response to consumer: Closed with monetary relief