Consumer complaint received 2019-04-10
Company: PNC Bank N.A.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have had a checking and/or savings account at the PNC XXXX XXXX Branch, XXXX XXXX, NJ since XX/XX/XXXX. At one time, my wife and I had joint accounts for each of our XXXX children. So, I understand custodial banking accounts. Until recently, we have never had any problems accessing our accounts or resolving any issues that arose. So, over a 28-year period, we have never had any issues with our service or bank personnel. 
In early XX/XX/XXXX, I received a telephone call from a XXXX, NC PNC branch customer service person about assisting my niece in opening a PNC account at that branch. Without explaining the issue, he stated that my niece needed support to open a checking account. And, since I was a long-erm PNC customer in good standing that would help. Of course, I agreed. We had no discussions about opening a custodial account. And, I never spoke with or had any further contact or interaction with any NC-based PNC personnel. Nor, did I receive any correspondence or bank statements. Since my niece opened the account, a few times a year, my niece would ask for money and I would make deposits into her account. 
In late XX/XX/XXXX, I received a frantic call from my niece that her bank account had been overdrawn. In her hysterical and emotional state, she claimed that it was my fault because I had been taking money out of her account. Her explanation about the overdrawn account did not make any sense. 
In response to my nieces frantic telephone call and accusation, I called PNC customer service and visited my local branch. Interestingly, when I initially called PNC customer service, they insisted that I receive permission from my never to discuss to account Since my involvement in this matter, I have spoken to or interacted with PNC customer service personnel, at least 20 times. The issue has not been resolved. 
The problem from my perspective is as follows : 1. The account that I helped my niece open in XX/XX/XXXX was a regular checking account. In fact, when I initially called PNC to help understand the issues, PNC customer service required that I receive permission from my niece to discuss the account. 
2. It is apparent that without consulting or informing me, the PNC customer service personnel in NC enabled, assisted and guided my niece to open multiple connected accounts without my involvement or knowledge. 
3. These new connected accounts, while they may have provided some enhanced services to my niece, they also incurred additional costs and obligations to the account holder. 
4. Further, PNC allowed ( most likely encouraged ) my niece to use her debit card as if it were a credit card while accumulating multiple overdraft charges/fees for each transaction.

5. During the multiple conversations that I had with PNC personnel, they alleged that the problem with my nieces account was attributed to a wage garnishment in NJ that occurred in XX/XX/XXXX. To date, PNC has not provided any documentation to support that claim. 
6. On XX/XX/XXXX there were 68 Debit Adjustments to my nieces PNC bank checking account that totaled {$3200.00}. This series of transactions caused the account to be overdrawn by {$3000.00}. This overdrawn status has not been resolved. 
7. None of he PNC personnel that I contacted could explain the legal and banking justification for all of the Debit Adjustments to occur in a single day. And no one could explain the connection between an alleged NJ wage garnishment in XX/XX/XXXX and the actions taken on XX/XX/XXXX to a NC PNC bank account. 
8. And, worst of all, more than one PNC account representative suggested that my niece just walk away and close the account because I would be responsible as the long-term parental PNC customer.

9. After months of conversation, to no avail, on XX/XX/XXXX, I received a notice that PNC had referred the matter to a collection agency for the amount of {$3200.00}.

Company response to consumer: Closed with monetary relief