Consumer complaint received 2020-04-08
Company: PNC Bank N.A.
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
XX/XX/2020I attempted to deposit money in my business checking account to cover a XXXX overdraft fee that had been assessed to account # XXXX. The ATM rejected the payment. 

Later in the afternoon I called customer service to find out the reason my payment had been rejected. I had been transferred to ( 3 ) representatives. ( 2 ) of the representatives said nothing just forwarded the call and the ( 3 ) representative answered the call pleasantly and upon verifying my name, abruptly became rude and stated " THIS CALL IS RECORDED AND IS AN ATTEMPT TO COLLECT A DEBT! He continued to over talk me and I said " STOP, what is this about? I called you. I went to the bank to deposit funds into my account and the deposit was not accepted. '' I don't understand what you mean that you're trying to collect a debt. I'm calling to find out what is going on? '' The gentleman began to explain to me. He stated that his statement was a MINI Miranda and by law and the fair credit reporting act he was obligated to say that to me. Again I reminded him that I was at the bank and they wouldn't accept my payment.. I also told him I was very uncomfortable as I had done nothing wrong, That I was paying and I saw no reason for him to make those statements or to treat me so inappropriately. Furthermore I requested to speak with a supervisor in order to clear up the misunderstanding, The gentleman then informed me that my account had been closed on XX/XX/XXXX because I never resolved the issue.of overdraft fees that had been assessed to the account on XX/XX/XXXX. I shared with this person that I had no knowledge that the account was approaching closure status because of that and that I was trying to pay the fees. Unfortunately the gentleman kept saying he had issued a mini miranda. I requested to speak with a supervisor again. Reluctantly he passed on the call but not to the corporate headquarters. 

The next rep, a retail escalations manager, XXXX did allow me to explain that I attempted to resolve the matter and that I called the branch and was told that I had to speak business banker regarding my concern but the business banker was not available to speak with me at the time that I called. However the representative stated that a message would be left and the business banker would return my call. The business banker never returned my call. When I did not hear back from the business banker after waiting for one week, I called customer service a second time. During the call the, customer service rep did reduce the fees, I had the impression that the only thing that had to occur to completely resolve the issue was for me to pay the fees. The customer service person never said anything about a deadline for payment to avoid closure of my account. According to XXXX the customer service person probably didn't have the information about the intent of the bank to close the account. Her specific words were " She had no way of knowing that was coming. ''??? Then she made an inference that I wasn't telling the truth about the ATM rejecting the payment. She also acknowledged that there was an communication error and that not much could be done about the closing. Also that it was too late for my account to be reopened that the only option available would be for me to re-apply for a new account. I shared with her that I was disappointed because of all the advertising that PNC has put out lately about being considerate of their customers in the wake of the present pandemic. In my case that wasn't true. PNC did not give me the benefit of the doubt nor did they share that they had decided to close my account without informing me and giving me an opportunity to resolve the issue. They just closed the account. I have good reason to believe that this was intentional and in bad faith due to the rejection of my payment that would resolve the issue.

Company response to consumer: Closed with monetary relief