Consumer complaint received 2017-09-12
Company: PNC Bank N.A.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX XXXX, XXXX i logged into my PNC online banking account and noticed that my account was - {$220.00} with pending items. I had an instant cash transfer from XXXX in the amount of {$100.00} to be deposited into my Account. I went to a PNC ATM located in XXXX after this deposit to check the balance and make an additional deposit. The balance was - {$120.00} reflecting the {$100.00} cash deposit. I then made a cash deposit of {$200.00} and my receipt showed an available balance of {$77.00}. ( see PNC receipt ) I did n't bother to make another deposit because the available balance was enough to cover 3 transactions I was expecting to come in the following day ( Check # XXXX {$39.00}, check # XXXX {$26.00}, XXXX XXXX XXXX$7.00} ). The next day I logged into my account and noticed that PNC had charged me four fees in the amount of {$140.00}. I contacted customer service and was told that the {$100.00} was not available at the time I made my deposit on the 5th. I explained to the rep that I had a receipt from the ATM showing that money reflecting in my balance. I was told if I could take the receipt to a PNC branch to verify the available balance then the fees would be refunded. I ask the rep if she could notate the account just in case the branch needed to verify our conversation and she did and gave me the address to the nearest PNC while I was driving. I went to PNC located at XXXX XXXX in XXXX within minutes of our conversation and spoke with XXXX who was the only one at the branch. She made a copy of my reciept and looked up my account and verified that the money was showing available at the ATM. She then called the customer service so that she could verify that she had the receipt. She placed the call on speaker and the rep on the other end of the phone unaware that she was on speaker stated that she could see that the previous rep noted the account but that she also saw a note on my account dated XXXX/XXXX/XXXX that no more fees refunded unless bank error and that in spite of the receipt she would not refund the fees. I asked to speak with the rep and she began to tell me that the reason why my receipt showed the {$100.00} available because it was available but only for bill payments. I asked to speak with a supervisor and was told escalations would call me back. XXXX than told me that she would email a copy of my receipt to her branch mgr who was not present and explain it to him and he would call me the next day. When I did n't hear from escalations or the branch mgr I contacted escalations on XXXX/XXXX/XXXX and spoke with XXXX XXXX ( XXXXXXXX ) I explained to her the issue and she told me that she would have to call the branch I visited and obtain a copy of my ATM receipt. She stated that she would call me back by 5pm. I did not recieve a call back so I called her again. She told me that she had obtained a copy of the receipt but, she had no way of knowing what my balance was prior to my deposits. She stated she could not see items that were pending before I made the deposits. I told her that I had checked my account t earlier that day before making deposits and it was XXXX with pending items due to post at the close of business on the 5th. I also told her that I had screen shots from my phone showing my balance prior to my deposits. She continued to tell me that my money was not available in spite the fact that the reciept proved it was. I told her that all she had to do was simple math based on my deposits. A balance prior to deposit of - {$220.00} pending at the start of the day on 9/5, two cash deposits made on 9/5 totaling {$300.00} and and available balance after deposits of {$77.00}. She refuse to acknowledge receipt and refused to refund the fees. PNC has since charged my account eight fees totaling {$280.00}. They have also returned several of my items stating NSF even though my account had enough available funds to cover all my transactions presented for payment.

Company response to consumer: Closed with monetary relief