Consumer complaint received 2022-08-03
Company: PNC Bank N.A.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Fees charged for closing account

Complaint:
I signed up for an account with the company Simple, I think they were originally backed by XXXX. Then they were backed by BBVA. Then BBVA took them over and my account was transitioned to BBVA. I tried to close the account around this time, but the process had already started, so they did not allow me to close the account at that time. ( I have a welcome to BBVA email from XX/XX/XXXX ). 

As soon as I was able, I withdrew most of my money and switched over any automatic bills I could find. 

Then BBVA was acquired by PNC. They transitioned my account and sent a new debit card, and gave me a new account number. Seeing that the account number no longer matched the old account number, I figured they would just take the ~ {$40.00} in my account through their absurd monthly fees and close the account, since I did not use it once. 

Instead, there was one automatic payment that went through this account, despite being set up for a different account number. Since PNC had been charging their fees, the account was short for that payment. Instead of stopping the payment, PNC let it go through and charged me a {$25.00} overdraft fee. 

PNC sent me a " Low Cash Mode '' email alert on XX/XX/XXXX, saying my available balance was - {$22.00}. They had never sent me this type of email since my account was created ( again, without my express written permission ), despite it never having a balance of over {$50.00} ( the indicated " Low Cash Mode '' threshold ). Since I had never accessed this account before, I did not know the current balance before this email. 

Wanting to resolve ASAP, I first tried to verify the payment that triggered the overdraft. While investigating with that other company, I had them link accounts, which involved making small deposits and withdrawing those small deposits ( less than {$1.00} ). Once this process started, I was hit with another {$25.00} overdraft fee. 

Then I tried to sign into the PNC online account ( which I had never done previously ). After some trouble, I was able to do this, and I tried to deposit money to bring my account positive, so I could close it. The only option they gave me was to link another bank account, which again involved making small deposits and withdrawals to verify. 

While I waited for my accounts to be linked so I could deposit money, I called the bank multiple times. They would not process my request to close my account ( because it was negative ), and refused to allow me to talk to anyone about the reversal of fees until the account was positive. I asked what the fastest way to deposit money is, and they said I could deposit it at a bank or ATM that allows deposits. There are no ATMs for depositing or PNC bank branches within 25 miles of me. Again, I never wanted a bank account with PNC. 

After 3 days ( initiated XX/XX/XXXX, enabled XX/XX/XXXX ), I was able to deposit money into the account. I had requested the account be closed once the balance was positive, but they said I had to call again for this to happen. Before I was able to call, they charged another monthly fee bringing the account balance negative again. 

Thankfully, they were able to reverse that charge and close my account, today XX/XX/XXXX. They did not, however, reverse any other charge, despite one customer service rep saying they could discuss this once the account was positive. 

Overall, for an account that I did not do anything with ( I imagine they used and " opt-out '' policy for transitioned accounts, but did not give me an easy way to indicate that I wanted to opt-out ), and never had more than a {$37.00} balance, PNC charged me {$28.00} in monthly fees ( they refunded {$7.00} ), and {$50.00} in overdraft fees. It took me 10 days to get money into that account, for the sole purpose of closing the account. 

I feel cheated out of money, I feel distrustful of PNC 's motives, and I've wasted hours dealing with this company that I did not ask to do business with. They told me it was " my responsibility '' to close the account, but I see no responsibility or consequences for the bank, whose purpose should be to hold onto my money.

Company response to consumer: Closed with explanation