Consumer complaint received 2022-04-27
Company: PNC Bank N.A.
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX XXXX XXXX, XXXX. 
XXXX XXXX XXXX XXXX, AL XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX, XXXX C/O XXXX XXXX XXXX XXXX XXXX XXXX. 
PNC XXXX XXXX. XXXX, PA XXXX Re : Notice of Official Complaint Discriminatory Banking Business Practices ( Account # XXXX ) Dear XXXX XXXX, It is with great regret that I am compelled to write you today, however, I felt it necessary to notify you of a systemic issue within your management hierarchy at PNC Bank in which requires your immediate attention. 

My name is XXXX XXXX XXXX, XXXX I am the CEO of two companies XXXX XXXX XXXX, XXXX and Facilitating Outstanding Capabilities Utilizing Small Businesses ( FOCUS, LLC ). Both of my business and all of my personal accounts are held at PNC. I have been a client of yours since XXXX after leaving XXXX XXXXk. Sir, Before I begin, I want to give you some context and background on myself I am a Veteran of the Country and fmr. Captain in the United States XXXX XXXX. As you can imagine, I have served, lead, and been responsible for people of diverse backgrounds and from all walks of life. 

After 37 years on this earth, I have never experienced a more unprofessional, foul and discriminatory treatment of a person in my entire life. On or about XXXX hours on XXXX XX/XX/XXXX, I arrived at your XXXX PNC Bank XXXX at XXXX XXXX XXXX, XXXX XXXX XXXX. I drove into the drive-through teller and asked the agent for a deposit slip. Like many other engagements with PNC, the agent complied with my request. 

I then completed my deposit slip I had signed the back of a XXXX XXXX Issued Cashiers check in the amount of {$39000.00} and wrote on the back For Deposit Only. The check was dated XX/XX/XXXX and I remitted the check back through the tube to the agent for processing. What seemingly was a normal routine. Over the last several years, I have deposited checks from various banks, clients, and vendors without an issue. 

Once I remitted for processing, XXXX XXXX XXXX ( Branch Manager ), over the teller loud speaker, stated, We cant take this check, its over a year old. I replied to her, Maam its a cashiers check and I just left XXXX XXXX, they stated it is still able to be presented to PNC for negotiation, and you may call to verify it, I have the purchase receipt and verification number, would you like it? 

She then replied, I cant take anything from you, I have my own number. 

At that time, she went to the back, left me in the teller drive up window for over 20 minutes, I buzzed the teller window on three occasions. I had the XXXX XXXX Representative on the phone and offered the other agent ( a male unsure of his name ) that I could come in and they could speak with XXXX XXXX. He stated, I will go and tell them, as they went to the back with the check. After another 8 minutes, I buzzed the window, and told the agent, that I would either go to another branch or have the check reissued. 

Another 5 minutes went by, in which XXXX XXXX returned, You are going to need to have this reissued, as I am not able to cash this check. You have a history of having items returned on your account. 

Shocked I sat in my vehicle as she had publicly aired my business to others in the teller line and in the branch. I did not respond to her, and then she asked, Did you hear me, you will need to get a new check. 

I then asked her if she could put the Branch Managers card in the envelope and return my ID and Check, she then stated, I am the Manager. After leaving PNC, I immediately called your corporate relations office and filed an official complaint understanding the gravity of the issue, the branch attempted to call me two times while on the phone with PNC corporate relations. The agent was a female by the name of XXXX she asked, Hello, were you the one who attempted to cash a check a few minutes ago? I stated, My name is XXXX XXXX, who are you? She then identified herself as XXXX and said, If you get the check reissued I can cash it for you. 

On the call, I notified, XXXX that I had spoken to PNC Corporate and that I would be filing an official complaint with PNC, the FDIC, and States Attorney Generals office. Citing Unfair and Discriminatory Business Practices. 

XXXX XXXX, I was born and raised in XXXX, Alabama ; while America has made great strides to close division, it is still prevalent today and unfortunately, I believe I fell victim to one of your employees ' biases toward people of XXXX. I believe that most people are good, however, some people exhibit signs of hate and ill will toward people who are different. Before you dismiss this complaint to your General Counsel for disposal I want you to know I have served this country as a XXXX Veteran, and love all Americans, my son is two years old and Is biracial. To be clear the only type of people I see are Good and Bad I in NO way shape or form make claims of discrimination lightly. Nor unfounded what I saw in XXXX XXXX is not normative PNC customer service, it is certainly not what Ive come to expect from your leadership team. 

Here is my rationale for this assessment : i. During the incident at no time did XXXX XXXX, your XXXX XXXX, or any XXXX of your employees, request me to come in and speak with them in the branch about the check, the status of my account, or any issues concerning why they would not be able to help me. 

a. Your Agents assumed I wanted to Cash a check when clearly, I asked for the check to be deposited ( See attachment ). This assumption in conjunction with XXXX XXXX statement, You have a history of having items returned. 

This assessment of my account is factually inaccurate and distorts the actual record regarding my account. Furthermore, to represent erroneous and inaccurate information as Facts in a public manner is not only unprofessional, it is unethical and illegal. 

What XXXX XXXX is referring to is a one-off check, that was given to me by a vendor who failed to have funds available to me for remittance of payment, this is an isolated occurrence that has just happened ( literally in the last 2 days. ) What she did not know, was that I called PNC to notify them of the instrument not being able to clear the bank, please verify this by going through my accounts call records. Due to my proactiveness, I was able to notify your bank of the issue as an testament of my commitment to PNC I have not even been given official notice Of the Returned item, so to have an employee to state this to people in public is embarrassing. But to have a Branch Manager do this with no regard for my account security, privacy or your Companys policy about client care is unacceptable. 

Irrespective of this being an isolated incident or a reoccurring XXXX, It is my business, and its PNCs duty to maintain the integrity of my account while ensuring the security of my information again unwanted persons attempting to access this. This includes Privacy on your website, and within the disclosures given unto me you state numerous times, that my privacy ( paraphrasing ) is Our Duty and your Right.. 

Sir to be clear Yelling my account status over a teller 's speakerphone Is not professional and does not protect the integrity of my information. I am alleging that XXXX XXXX reckless disregard for my privacy may have compromised the integrity of my accounts with PNC Bank. 

Under Federal law, you are required to Train employees. All employees should understand the bank 's policies and procedures for complying with the privacy rule. Some employees will need to be able to explain the bank 's privacy policies to customers and businesses providing services to the bank. 

XXXX XXXX retort and reprehensible behavior did not end there, she stated, before my departure, Did you hear me Based on the connotation and tone in her voice it was similar to a parent scolding a child or her imputing her disdain for me being in her presence. To be clear she made me feel uncomfortable and unsafe, moreover, I suffer from Anxiety and this event has caused emotional distress to my mental and physical wellbeing. 

In writing you I have a few questions, that I want you to answer. Please answer these questions truthfully as I want to know your personal thoughts on them - 1 ) Does PNC make it a business practice to treat clients in a disrespectful and prejudicial manner? 
I ask this as XXXX XXXX is a Branch Manager and is a member of your leadership team. Attitude toward people and clients is a reflection of leadership ; 2 ) Do you condone the disparaging treatment of minorities, veterans, and people of XXXX? 

I am curious to better understand your XXXX and Diversity Policy and how XXXX XXXX was able to continue to move up to the rank of Branch ManageXXXX when she obviously can not exhibit any of your companys values as demonstrated in the core value : Prioritizing Customers Our customers inspire us to reach higher. 

3 ) Is PNC Bank in the business to accept deposits from consumers who have an established relationship with the bank? 

In my experiences with PNC, I have always been notified when an item needs to have a hold placed on the account until the funds clear. What happened here? Why was there a sudden departure from policy and what had traditionally been the standard that your firm publishes and abides by? 

While my list of questions could continue, these questions are what is needed for me to decide if PNC bank is the organization in which it purports itself to be or is an organization that employs people who treat certain people with respect and others dismissively either by way of direct or indirect bias. To be clear XXXX XXXX reflects the less than of 1 % of the people that make up PNC her actions today illustrate a deeper set of concerns and issues, that can not be diverted using sensitivity training or coaching. 

Based on my experience with her I am not comfortable with maintaining my relationship with PNC Bank after today. Further I was proffer that if XXXX XXXX is the type of employee you provide to your clients, and the leadership that you want to reflect you XXXX XXXX an inquiry to your board of directors should be launched as it is not wise to have people who exhibit behaviors that parallel XXXX XXXX actions on today work for PNC or any public-facing brand. 

In closing, I believe that it is only right to provide you with notice that I am aggrieved and upset. Moreover, I am hurt by the experience today. I believe that everyone makes mistakes and deserves an opportunity to make things right. I am requesting that you make this right. I must notify you of my intent to notify the Federal Deposit Insurance Corporation ( FDIC ) about what I feel Is a privacy violation due to XXXX XXXX actions I will be filing a formal complaint and request that a formal inquiry into this incident along with any other issue ( XXXX ) concerning my relationship and banking information be conducted by Federal Officials. Additionally, I have requested the Alabama Attorney Generals Office ( AGO ) to make a referral to the Alabama State Banking Department with a respconcerningter. 

Moreover, I intend to notify the Federal Trade Commission ( FTC ) concerning the discriminatory and unfair business practices exhibited by not only XXXX XXXX, but when XXXX called me and said, Are you the one who tried to cash a check I am unsure what she meant by Are you the one.. what? CEO, Business Owner, Veteran of this Country, XXXX Man or else this comment in conjunction with this experience has cast PNC in a very different light and like the issues that XXXX XXXX has gone through with its XXXX concerns I feel as though this complaint may spark a similar set of circumstances. 

I understand that your company will need to run an investigation and fact-check each accusation about this incident. I am amenable to aiding you in whatever information you will need. However, to be clear as long as XXXX XXXX is employed at PNC Bank I nor my business nor any person I care about will have a relationship with PNC ; as I feel as though your leadership is an extension of how you feel and treat people and XXXX XXXX position as Branch Manager, put her in a different classification of both corporate responsibility and pecuniary liability for wrongdoing. If after the investigation ( XXXX ) it is found that XXXX XXXX willful disregard for my privacy violates Federal Law, I shall fully seek appropriate remedy possible. 

Short of her termination there is nothing that can be done to send a signal to the public and restore my faith and confidence in you that you will oversee my interests both in public as well as private. 

Sincerely, XXXX XXXX XXXX, XXXX. 
XXXXn

Company response to consumer: Closed with explanation