Consumer complaint received 2017-05-16
Company: PNC Bank N.A.
State: NJ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
This is the complaint regarding the {$720.00} charged my checking account   XX/XX/2017     ( ref  PNC M erchant  XXXX  ) Account #  XXXX    XXXX   XXXX   XXXX   I have been a  PNC cu stomers for long time already.   At the end of    XXXX     2017 I  got phone call from  XXXX   XXXX   (   XXXX   XXXX   XXXX ,  XXXX  ID :  XXXX ,  PNC Ban k,   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX  , NJ  XXXX , ( p )  XXXX  | ( f )  XXXX   XXXX  XXXX  XXXX   ) Sh e was asking if am ok with my accounts. I said I am ok but I am still confused what kind of fees I am paying to  PNC every month and there is no detailed statement regarding fees. PNC just charges ig ht stamount of total fees with no explanation where these fees came from, how it was calculated. I was asking to help me to understand what is going on with these fees. Also, I said all my accounts still not connected together as promised before. I cant see them together under the same login online. She said I have to stop by at the branch and we will figure out how to fix everything. I visited  XXXX  next  1-2 da ys. We did revise all accounts I have, including the merchant service. I said I go t letter from PNC 1 day ago and I have it with me. PNC  was asking me to contact them because I didnt activate the merchant device/terminal for credit card. I remind her that I got the merchant ONLY because it was kind of package and I was not going to use it. My main goals were to get unlimited cash deposits with no fees to my checking account and making  Cheshires checks   with no {$10.00} service fee. She said I dont need to do anything now with this letter and she will check what kind of package will work for me better if I dont use merchant at all . In 1-2 days I got form by email to connect all my checking accounts together, but I never got any u pdates about my services, or what I need to change if I need to. As  XXXX  recommended me, I was just waiting for information from her. By the way, I am doing the same thing right now. I am waiting to be contacted as they promised. Periodically, I sent them emails to check if they still remember that I have problems and I fill discomfort because my account charged.     So, I got the {$720.00} charged my checking accoun t  XX/XX/2017  a nd I did contact  XXXX  by eMail asap then I found it on my account. She promised me to contact merchant account the same day and call me back. Then I sen t one more email next 2-3 days and finally got email from her with excuses she was   extremely busy to call merchant service. She was too busy to fix my problem. Sure, this is my problem. Of course, sale is closed and commissions for the sale received. Now customer can wait. Its totally customers problem. I hope I am wrong with this statement. But anyway,  XXXX  sent me contact of  XXXX  (  XXXX  ). I spoke with  XXXX  and she promised me to check what happened and she is sure it was misunderstanding. After that I sent couple more email to  XXXX  and got responds I have to fix the problem with   XXXX  . I left some messages for  XXXX   ( all ph one statements available by request ). Finally she said we have to meet at the office in  XXXX   XXXX .   XXXX   did call me at the end of the week and scheduled appointment for Monday   XX/XX/2017 .  She was asking to make appointment at   XXXX   XXXX  , but I said I cant do it, because its too late for me. I need appointment as early as we can do it. Then she said it look like she can do it at   XXXX   XXXX  .   I arrived to branch   XX/XX/2017   at   XXXX   XXXX   just in case. In  10 minut es I figured out that something is going wrong becaus e PNC guys was trying to call her cell and find out where she is. PNC workers came to me a nd said it looks like   XXXX    is not going to be at the office, but I can speak with her over the phone. Great! I could do the same thing from my home!  I live 1 hour from the branch. I spoke with her 5-7 minutes and she was trying to say my appointment is  at   XXXX   XXXX    and it looks like its misunderstanding happened again. Its nonsense, because too many misunderstandings are going on already. So, she said we are going to make conference call soon. I was asking to do it next day   XXXX   XXXX  . She said she needs to confirm it with other people involved to this problem and will let me know. Since that time nobody did call me.   So, now I am wasting my time, traveling to  PNC branch It looks like it happened because some PNC workers doesnt really know what k ind of accounts and services packages their company has, if the services have contracts or cancelations fees. I dont want to think the workers new that merchant service has 3 years contract and {$720.00} cancelation fee and just did not tell me about it, but just gave me tons of papers to sign up. I understand that workers need to sell accounts and services, because its their job. But they have to do it responsibly. The customers should know everything what can hurts them later. Now it looks like it was  one big mis understanding then I came to  XXXX   XXXX  office of  PNC  and did open accounts there.   I can give you all my permits if you need them to check the web cameras with my meetings in the PNC office, phone call records, and emails to verify all my words. Let me know if you need anything from my side.       Thank you.   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   NJ  XXXX   XXXX   XXXX

Company response to consumer: Closed with explanation