Consumer complaint received 2023-02-06
Company: PNC Bank N.A.
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
International wire transfer of {$7500.00} sent by my wife using our bank account on XX/XX/XXXX via PNC bank using XXXX XXXXXXXX XXXX as an intermediary bank and Bank XXXX XXXX as the beneficiary bank with an availability date of XX/XX/XXXX. 

About a week later, the beneficiary had not received the transfer money yet. Spoke with a PNC bank branch banker who double checked the beneficiary 's account number was entered correctly. Branch banker just stated he found it weird and that he would talk with his manager about it but that we still should wait some time because all the information was entered correctly and the transfer could just be delayed. 

About a week later, we spoke with the same branch banker to complain about why the beneficiary had not received the transfer yet. Branch banker stated a case was open and we should wait 90 days for a resolution of the case. 

Every week we would go and talk to the same branch banker and the only respond we would receive would be " everything is still the same with the case. I am sorry. '' The beneficiary spoke with his bank manager and was told the bank had received a phone call stating they had a money transfer but the bank sending the money never sent the money and the beneficiary bank rejected the transfer because of a lack of funds. The Bank XXXX XXXX tracked the transfer and the respond was that the money was returned to the intermediary bank, which is XXXX Bank. 

We attempted to talk with XXXX XXXX bank and they turned us away stating we could not complain to them because we are not their costumers and only PNC bank can raise a complaint because they are the ones who sent the money. 

On XX/XX/XXXX a complaint was done to PNC bank and a case manager was assigned. Every week we would call PNC bank to follow-up with the case and we would receive the same response that it was being investigated and we had to wait. 

On XX/XX/XXXX, we received a letter from PNC bank stating the case complaint was resolved and the funds were received by the beneficiary bank on XX/XX/XXXX. 

After this, we called the beneficiary to ask for account statements as proof that the transfer was never received. We took the account statement to PNC bank to show the transfer was never received by the beneficiary. PNC bank said they will check what happened and see if there is anything they could do. 

On XX/XX/XXXX, a new complaint case was opened by us and the same case manager contacted us via email asking to please call him to talk about it. We spoke with the same branch banker who also got in touch with the case manager. After this meeting, we were told we did not have to go the bank anymore and that they would constantly communicate with us via email. 

On XX/XX/XXXX, we received an email from the PNC branch banker stating that the " wire transfer was performed with an error on his side and it is not under his control since the bank receiving the money has return it '' and that " on his side that is all he can do. '' After receiving the email we talked to the PNC branch banker manager who stated " well that money is lost so leave it as it is or get a lawyer. '' We called PNC bank again to ask for any updates and they stated the case was resolved. We did not agree to it and the case is currently opened again.

Company response to consumer: Closed with explanation