Consumer complaint received 2024-09-12
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: PNC Bank N.A. (KY)

The following is a previous complaint that I had posted on XX/XX/XXXX. This current complaint addresses and is a follow up from this prior one. 

I went to a PNC branch  in XXXX XXXX, KY at approximately XXXX XXXX on XXXX  XX/XX/XXXX. The location has no tellers assisting with deposits and all cash deposits must be done through the sole ATM right by the front door. This machine counts bills as you insert them in, and occasionally rejects bills that are unable to be read. I was depositing approximately XXXX XXXXXXXX {$2200.00}, all cash that I had made from my summer job. While I was straightening out my last few bills, and with over {$2100.00} counted in the ATM, my transaction was suddenly cancelled and my card was returned to me. All the money that I had just submitted had disappeared from the screen, and I was given no receipt of any kind. I informed a teller immediately, and was told I would have to file a dispute, despite my money still being right there in the machine. Additionally, all of this should have been captured by the camera on the ATM. When following up the next day after I had still not received my money, I was told it could take a month and a half to receive my money. I am a student and I need this money nownot in XXXX  days. This is an extremely frustrating example of negligence that has been exhibited by this bank, and I am disappointed at how its been handled thus far. 

After this complaint, the bank seemed to prioritize solving this dispute, going so far as to issue {$2200.00} of provisional credit for my account while the issue was being resolved. I figured this would be the end of it, and that if they counted a different number in the ATM, they could call me and quickly get it resolved. 

This was in late XXXX. On XX/XX/XXXX I received a piece of mail dated XX/XX/XXXX. This letter detailed how the dispute investigation had been completed, and that PNC Bank had found no error on their part. They came to this conclusion by searching the ATM an unspecified amount of time later, and by stating that they failed to find my cash within the machine. I was told that the provisional credit attributed to my account of {$2200.00} would be removed on XX/XX/XXXX. This letter also specified that if I " would like to request a copy of the documents we relied on in making our determination '' to call them at XXXX. I called them and was placed on hold for nearly an hour. After this, they informed me that they actually would not be able to provide the documentation, effectively wasting my time. They also told me that I could reopen the dispute and maintain the provisional credit, which I obviously instructed them to do. Despite this, I woke up this morning, XX/XX/XXXX, with a balance of - {$1100.00} in my account. 

The bank would only tell me that they found no evidence of my money. To assist them, I would like to list out some of the several pieces of evidence that would be helpful in this investigation. 
-The camera outside the bank that captured me approaching with a bag of money -The camera on the ATM that would have captured me putting money into the machine -The testimony of the employees working that day, XX/XX/XXXX, who witnessed me inserting bills into the machine for XXXX minutes -- one of whom even stopping me to ask my place of work so that I had so much cash on hand -The amount of money within the ATM that was unaccounted for after that work period -My own testimony, which surprisingly, was never asked for once It seems as if none of these were adequately investigated to offer any evidence of my cash ever existing. I was stunned and frustrated when this first arose in late XXXX. But now, I am absolutely XXXX. This is a gross illustration of negligence by this company, and I demand action immediately.