Consumer complaint received 2016-10-31
Company: PNC Bank N.A.
State: IN
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
I was appointed guardian over my wife 's affairs and I presented a copy of the court order to the local branch in the state where my wife lives. I was informed the legal department would review and approve the documents within 24 hours. A few days later, I returned to the branch to find out that there was no record of me submitting the documents. I gave them another copy and waited in the state for a couple more days for the legal department to approve my claim. After approval, I was able to get the account set up. 
On XXXX XXXX, I wrote to PNC Bank to complain about the difficulty I had as well as to ask for her accounts records and who set up my wife 's bank accounts in the manner they were and why they were set up that way. The accounts were not set up in the best interest of my wife to get the most interest and I know she was misled to set them up that way. The letter also mentions that I wanted the same account info from PNC Investments and I stated that they were currently being difficult also. After more than 60 days, I have still not received a reply from PNC Bank. They did however notify PNC Investments of my letter. 
On XXXX XXXX, I faxed the court documents to PNC Investments. And on XXXX XXXX, a Tuesday, I called to check the status of my claim. I was informed that there was no record of my fax and could I fax the documents again. I did so that day. On XXXX XXXX, I called to check the status of my claim and was asked when the fax was sent. I said that I sent it on Monday. I was informed that there was no record of my fax and could I send it again. I refused and was going to file a complaint. When I checked my faxes, I realized I gave the wrong date and decided to call again the next day before filing any complaints. On Friday XXXX XXXX, at XXXX XXXX EDT, I called the PNC Investments help line and was informed that there was no record of my fax. Before I was asked to resend it again, I asked " who do I write to file a complaint with? '' The operator asked me to wait while she put me on hold. Approximately five minutes later, she said that the faxes had been found (? ), and I was given the name of my wife 's advisor, ( Representative A ), and that Rep A will call me on Monday to set up a guardian account. 
On Monday XXXX XXXX, at XXXX XXXX. EDT, I called Rep A since I had not received a call yet. I was informed that Rep A 's assistant, Rep B, would handle the setting up of the account. I called Rep B and was informed that the matter would have to be handled by someone who was licensed in the state I live in. I was informed that Rep B will let me know when an advisor was found for me to contact. 
On XXXX XXXX, Rep B sent an e-mail to my wife, ( unaware that I would be reading it ), asking my wife to contact Rep B because Rep B believes that there was a fraudulent inquiry concerning my wife 's accounts. Rep A and PNC Investment legal department apparently approved of the court documents I provided. When I contacted Rep B, Rep B acknowledged that I was the XXXX making what Rep B believed was fraudulent. Rep B then gave me the info concerning an advisor licensed in my state that could set up the account, Rep C. I contacted Rep C who informed me that Rep A has to be the XXXX to set up the account. 
By this time, I had contacted an advisor from another bank since I decided not to do business with PNC. This advisor offered his services by calling REPs A, B, and C to see if he could get the matter settled. On XXXX XXXX, he called and talked to the reps as well as talked to me. I was informed that the problem was not because I lived in a different state and had to get a different advisor than my wife, the problem was that the reps wanted my wife to tell them she wanted me to be her guardian. There is much more including being blatantly lied to on a couple occasions but I have no more room.

Company response to consumer: Closed with explanation