Consumer complaint received 2015-08-08
Company: PNC Bank N.A.
State: GA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On Thursday, XXXX XXXX, 2014, I walked into the PNC branch at XXXX XXXX XXXX XXXX, GA to make a withdrawal from my checking account. I withdrew a total of {$2000.00} from my account and planned on using the branch 's ATM to move {$700.00} in funds over to my XXXX XXXX XXXX account. XXXX of the reasons I changed my checking account to a PNC Performance Account was to do this very thing, but still, I confirmed with the teller that I could do this at their ATM. She confirmed that I could. I walked out of the bank and went over to the drive-up ATM. I began the deposit with my XXXX XXXX XXXX card ; the machine accepted my card and pin number and then displayed my various XXXX XXXX XXXX accounts. I choose my checking account then inserted {$700.00} cash into the ATM. This is where the problem began. The ATM gave me an error message : " This transaction request is not supported by your card, please take your cash. '' Then the machine froze. The ATM did not return my money or provide me with a receipt, and I was unable to do anything further to complete the transaction. I immediately called PNC Bank, but found that PNC 's phone system was down as well. I did eventually get through to a customer service representative, and she instructed me to go inside the branch to report the issue. The teller walked out and saw that the ATM was frozen, but she informed me that the machine was not serviced at the branch and that I 'd have to contact XXXX XXXX XXXX. I did and for the rest of the afternoon went back and forth between XXXX XXXX XXXX and PNC trying to determine what could be done. Between myself, the PNC branch teller, the PNC ATM Services department and the XXXX XXXX XXXX Disputes Department, it was determined that there had been an issue, and that I was to go back to the branch the next day to file a claim with the branch manager. 
I returned on Friday morning, XXXX XXXX, 2014 to file the claim through the branch manager, XXXX XXXX. I was told by the same teller that XXXX XXXX was n't available and that he XXXX XXXX was unsure of how to even how to help me. Eventually, I was given a dispute number, but I later learned it did not represent a claim that the branch was filing for me. After I had left the bank, XXXX XXXX approached me in the parking lot to inform me that PNC would be denying the claim. Overall, I found his demeanor uncooperative, his attitude intimidating, and his behavior simply unprofessional and untrustworthy. I continued, without XXXX XXXX 's assistance, through PNC 's claims and escalation procedures. The claims have come back denied. I even had XXXX XXXX XXXX file a claim to PNC on my behalf : this also was denied. Phone records can show that I called PNC Bank Services at the time of the incident, and surely there is video of me at the teller, at the ATM and a record that {$700.00} was deposited in that ATM or its cash deposits were {$700.00} over. I have tried to follow PNC 's processes but the details of my situation have n't been understood or it 's been assumed this is a XXXX XXXX XXXX problem. Please, I ask for your assistance, because I ca n't help but worry that PNC Bank is defrauding me. My deposit was {$700.00} and I 'm finding myself having to work around not having these funds. I attempted an allowable PNC ATM transaction and the ATM kept my money and did n't register the deposit into my account or provide me with a deposit slip. The bank has an obligation to fix their technical error.

Company response to consumer: Closed with explanation