Consumer complaint received 2022-07-20
Company: PNC Bank N.A.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
On XX/XX/XXXX, I submitted a consumer complaint ( XXXX ) regarding a cashier 's check in the amount of {$17000.00} that was issued by XXXXXXXX XXXX XXXX Prior to me depositing this cashier 's check XXXX had been acquired by PNC bank. I went to PNC bank in early XXXX to cash this cashier 's check and I was told by the teller that the cashier 's check had been cashed even though I was holding the Cashier 's check in my hand. The teller and the manger at the bank both confirmed that I have a valid cashier 's check in my hand but since it shows cashed in their system they can't help me and that's why I filed a consumer complaint on XX/XX/XXXX On XX/XX/XXXX XXXX XXXX, Executive Client Relations Bank Officer from PNC Bank reached out to me via email and left her phone number. I called XXXX back on XX/XX/XXXX and received her voicemail which I left a message. This back and forth phone tag continued until we were able to connect on XX/XX/XXXX. During this conversation, XXXX requested the Cashier Check documents which my assistant sent over to her on XX/XX/XXXX so she could begin her investigation. 

I emailed XXXX again on XX/XX/XXXX and stated that I was following up from a few weeks ago as XXXX had stated she needed more time to research the teller transaction date and I was requesting an update. XXXX responded to this email on XX/XX/XXXX and she apologized for the delay but she was still gathering info and would follow up by the end of the week. 

XXXX did follow up via phone call that week ( XX/XX/XXXX ) and said she had some updated transaction data-routing number from a XXXX XXXX XXXXXXXX transaction that she would email over to me for my review. On XX/XX/XXXX I emailed XXXX again and told her per our call last week, you stated you would send over the updated transaction data-routing number and I have not received that information, please advise. 

On XX/XX/XXXX I reached out to XXXX again via email and stated that I have not received the transaction information nor have I received a response from my email that was sent on XX/XX/XXXX. 

Today is XX/XX/XXXX and despite my many attempts to reach resolution, I have not heard from XXXX since XX/XX/XXXX. None of my emails since XX/XX/XXXX have received a response and all communication from XXXX and PNC bank has gone silent. 

I submitted my original complaint on XX/XX/XXXX and now 3 months later there is no resolution, no communication, and we are in the same place we were 3 months ago which is why I'm resubmitting my complaint. I am aware that PNC has closed their case with you as of XXXX, without notifying us or providing us with the documents they stated they have for us ( we had open dialogue so there was no reason for them to close with you without notifying us, I do not believe they have sufficient documentation ). We have made several requests for these documents and they have not been provided. If PNC is not able to provide documents/proof of where this money went, then they need to pay me the {$17000.00}, that I have NOT received. As I stated before, when I walked into PNC bank in early XXXX, I had a valid cashier 's check in my hand and although their system is stating it's been cashed, they have to have transactional records of where that money went and as of today, they are not providing any information as to where this {$17000.00} has gone. 

Please Advise

Company response to consumer: Closed with explanation