Consumer complaint received 2021-11-25
Company: PNC Bank N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Bounced checks or returned payments

Complaint:
On XX/XX/XXXX I deposited a check into my business account through the Automated Teller Machine, I was informed through the machine that the funds would be made available the next day which was standard.the check was in the amount of over {$9000.00}. This check was significant since it was funds that was withdrawn from my retirement fund intended for the purchase for an important trip I planned for my clients. On XX/XX/XXXX I went into a local branch after I discovered that my check was deposited as expected, then reversed back stating that it was a not an acceptable item. I was shocked to hear that not only was my check already being sent to a different department to be reissued to me but it would be mailed to me due to it having my two last names on the account. 
I have deposited checks previously to this account with my married last name and previous last name. The last name on the account and the first last name on the check both match and that has never been a problem in the past 3 years that I have had my second last name. I have has my business account since XXXX and I have never had a check that I deposited now be accepted as long as it has XXXX of my last names on it. The banking customer service representative could not tell me why I was not contacted and given other options to prove my identity if there was a concern of who the account holder actually is. 
I needed the funds on XX/XX/XXXX and on this date XX/XX/XXXX I still do not have my funds and have had to cancel the trip that these funds were intended to pay for. I requested that this situation be escalated so that it be resolved as soon as possible and she contacted her manager, who informed her that someone would reach out to me within XXXX hours. The branch representative informed me that I would receive a legal copy of my check in the mail. 
I did not receive a call within XXXX hours but within XXXX hours. The phone call did not result in me getting access to my funds in a timely matter which was my only and original desire which is why I deposited the check into the account. 
It has been 6 days and I have yet to receive the physical check and my bank account has been overdrawn. I lost money that I prepaid for the trip that had to be cancelled and now have clients that are choosing to end their relationship with me due to " lack of professionalism '' regarding the trip that had to be cancelled. 
The bank manager that called me XXXX hours after I filed my " complaint '' informed me that the check was reissued and mailed on XX/XX/XXXX. With the current stated of the mail crisis due to the national pandemic, in addition to this being the week of XXXX, it was not a surprise when I did not receive my check in the XXXX business days that it usually takes for a check that is mailed. 
I had to borrow funds in an attempt to maintain my bank account from falling below XXXX while I waited to receive my check back, yet did not fathom the idea that it would take XXXX or more days to have my check back in my possession. 

I desire

Company response to consumer: Closed with explanation