Consumer complaint received 2023-03-24
Company: PNC Bank N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I was inside PNC Bank branch when I received a notification from a store requesting a code for a purchase that is currently being processed. I showed the text notification to PNC bank manager and he immediately closed the ATM and issued me a new ATM. I requested a print out for the last 3 months for me to review and I found several transactions which I did not authorize. I called PNC on XX/XX/XXXX and requested for help disputing unauthorized charges. The representative said he can only help me with two charges. Other disputed amount I will need to go back to the bank branch. Representative filed a fraud unauthorized charge for the amount of {$790.00} date of transaction XX/XX/XXXX and {$4800.00} date of transaction XX/XX/XXXX both of these charges are from the same company and I was also charge twice international fee {$24.00} which the representative did not include on the dispute. PNC Bank issued a temporary credit for {$790.00} and did not provide me temporary credit for the other charges. After filing the dispute I have not received any information, status or update of the investigation. Middle of XXXX I could not access my Checking account and it looks like PNC closed my checking account. I decided to file a written dispute letter for both charges both were received XX/XX/XXXX. After PNC received the written dispute I was granted access to my checking account which now I can see account information. My account balance shows {$5200.00} part of this amount is the provision credit they provided me for the disputed charges I filed. I contacted PNC Bank and was transferred to case manager XXXX contact # XXXX I requested for her assistance and requested to provide me explanation to why I can not access the balance on the account and why the available balance is not updated and still showing {$0.00} she stated on XX/XX/XXXX after filing a fraudulent charges my account overdrawn on XX/XX/XXXX for {$330.00} and because of that they closed my closed my checking account as part of their procedure to review customer relationship. I explained to her that I temporarily freeze all electronic deposit to my checking and my account should have not been overdrawn if PNC followed the dispute procedure and provide a temporary credit back to my checking account. PNC closed my checking without providing reason of closure. By closing the checking account PNC did not continue the processing of my dispute. She stated it was still under investigation, I questioned her about her answered and requested again to explain the reason of their action. I stated prior to filing a dispute I have consistent deposit leaving my account balance to $ XXXX or more. I have no account issue that can be considered as excessive use, no other issue PNC can be used to closed my checking account. I only filed a dispute because those charges are not authorized and it is my rights. Only other issue was other error by PNC ATM which took my cash and shut down on me without providing me my deposit transaction which is not my fault for having a faulty ATM machine. Other dispute is these recent unauthorized charge which PNC is required to investigate, provide temporary credit accessible for consumers to use. Banks and card networks have some leeway in how they handle the dispute protocol, the underlying process is governed by legal guidelines. PNC did follow the guidelines established that consumers are not obligated to pay for billing errors, unauthorized transactions, defective or missing goods, or fraudulent charges.Consumers have the right to dispute such charges and It also stipulates that consumers are not liable for any unauthorized charges that are made.. 


The case manager could not provide explanation, she then asked me who will be the agency I will be filing a complaint and she said I will not be able to use my provisional amount given since they will closed my account for the second time.

Company response to consumer: Closed with monetary relief