Consumer complaint received 2022-02-25
Company: PNC Bank N.A.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Sunday XX/XX/2022 : about XXXX XXXX : I deposited {$890.00} cash into my business checking account the ATM at the PNC bank branch at XXXX XXXX XXXX, XXXX, OH XXXX. The machine accepted the cash, and the gate to the insertion slot closed. I heard shuffling sounds and then a series of clicks that did not sound normal. The machine spit out my card and the screen read : This transaction can not be completed. ( The actual wording may be slightly different. ) I waited for the money to be returned but it was not. The screen displayed the way it does when waiting for a transaction to begin. I waited a bit more, then went to my car and looked up my PNC account online. It did not show the {$890.00} deposit. I called PNC. I was told they would open a dispute and that I would hear back within three days. I think I tried to use my card again, perhaos for a bank balance, and the machine worked normally. I waited and watched as another person used the machine, wondering if maybe the money was stuck, and would somehow come out. That did not happen. 
Monday XXXX XXXX, 2022 : I went to the same bank branch and asked a teller inside if the money had been found. She said she did not know ; that a third party manages the ATMs. I asked of this ever happens : someone getting their cash eaten by a machine with the deposit not appearing in their account. She said yes, and that it was always resolved when the overage is discovered. ( I understood that she was not speaking in any official capacity. ) XX/XX/2022 : An {$890.00} provisional credit was deposited by the bank into the account. 
XX/XX/2022 : I received a letter from PNC in the mail, dated XXXX XXXX, saying that the dispute had been resolved ( see attached letter ). The reference number on the letter is XXXX. It read, in part, During our review of the account and the documentation available to us, we determined no error occurred and that the transaction XXXX XXXX XXXX was processed as instructed. You have the right to request the documentation we relied on in making our determination. The provision temporary credit in the amount of {$890.00}, and well as any related fee refunds previously credited to your account, will be reversed on XX/XX/2022, which is five business days from the date of this notice. 
I immediately called PNC to inquire as to why this was the resolution. I asked about the documentation that the letter referenced. I was told that overage was not found. I said that it seemed there was nothing I could do, so I would have to consult a lawyer. I was asked, Do you want to escalate this? I said yes, thinking that that would mean the documentation would be provided to me. 
Friday XX/XX/XXXX : I received a call from XXXX XXXX at PNC that the escalated case had no different result than the original one : no overage was found, so PNC would deduct the {$890.00} provision credit from my account. I asked if I could see the documentationspecifically, was there a camera recording my actions at the ATM, which would show the cash going in? Did the ATM electronically record or notate everything that happened when I was there, such as the machine detecting the money going in, the malfunction that led to the unusual clicks, and the screen displaying Transaction can not be completed? XXXX XXXX said that she was not involved in the investigation and did not have access to any of that information. I told her that I found it preposterous that the person telling me the case was closed had no information at all about the investigation, besides the results. 
XX/XX/2022 : The {$890.00} was withdrawn by PNC from my account, As a result, the account was overdrawn, and I was charged an overdraft fee of {$36.00}. 
XX/XX/2022 : The withdrawn account caused another overdraft fee, for {$36.00}, making it a total of {$72.00} in overdraft fees.

Company response to consumer: Closed with monetary relief