Consumer complaint received 2024-10-04
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: PNC Bank N.A. (FL)

This complaint is about the PNC account know as joint checking, under my name ( XXXX with XXXX XXXX XXXX ) and acct number ending XXXX. PNC should have NO problem Identifying who I am because my name is unique and there's only one PNC checking account ending XXXX with both our names. 

PNC illegally and fraudulently withdrew {$5000.00} from our checking account on XX/XX/year> without our authorization. The funds were sent to XXXX, a vendor we removed from bill-pay many years ago because that account was closed. I complained to PNC by phone when I noticed the theft and was promised a callback within 2 business days. I did not hear from PNC until XXXX business days when they made XXXX attempt to call me- but their phones werent working. I could hear the person at PNC repeatedly say can you hear me? I kept shouting into my phone, 'Im right here and I can hear everything. ' PNC hung up and did not attempt to call back nor leave a voicemail nor contact me by email or XXXX mail When I finally reached PNC by phone on XX/XX/XXXX PNC said no investigation had been started even though I made the initial complaint on or about XX/XX/XXXX. 

The error was identified by me and soon after also by the receiving vendor ( XXXX ) who sent me a notice - in writing - that they received a payment for a closed account and would be returning the funds to my account at PNC. IF the vendor had not identified the error we would still be out {$5000.00} without explanation. If I didnt monitor my accounts with XXXX XXXX x weekly we would still be out {$5000.00} without explanation. 

PNCs attitude seems to be all 's well that ends well. That is not true. PNC failed to replace the pennies of interest lost during the time the money was not in our account. More importantly PNC failed to respond by initiating an investigation. PNC failed to call back after your initial call clearly demonstrated they couldnt hear me. PNC did NOTHING but send a generic email telling me to call. ( I left several messages ) I reached out again by phone and also responded by email XX/XX/XXXX and repeated my complaint. I asked that the problem be elevated for further evaluation and reply. I received an email from PNC that said : " I have been able to obtain the resolution and wanted to share the outcome with you. '' I again reached out to PNC on XX/XX/XXXX saying I had received NO reply. 
I heard from PNC later on XX/XX/XXXX : " I <PNC> am currently waiting on a XXXX review of your matter. I am not able to communicate resolutions via email but will leave you are detailed voice mail once completed. 

However NO explanation was forthcoming. Furthermore, I asked for an explanation IN WRITING with an apology and plan to prevent recurrence. I did not hear back and sent another email on XX/XX/XXXX. I immediately replied that I had not received the results of a FIRST review. 
I wrote again today asking for the results of the first and the second review. 

The money was returned only because XXXX didn't know what to do with a " {$5000.00} payment for a car loan that had been paid off 5 years early. The XXXX loan account had been closed. 

I'm still awaiting an explanation trying to understand what went wrong and what PNC is doing to prevent a recurrence of PNC 's serious and illegal action. 
I don't know what the calculated pennies of interest I lost An apology for inconvenience is like saying, " Im sorry youre upset. It is insulting and patronizing. You blame the victim and do not take ownership of the egregious actions by PNC that started the entire process. You do not take ownership for failing to respond within 2 business days, as promised. PNC will not take responsibility failing to try to reach me until I complained again, in writing and did not acknowledge their failure to initiate an investigation of PNC 's fraudulent error when the error was first reported. 

In addition to an explanation and apology acknowledging PNCs failures, including Retails Supports failure to reach out by phone or email without my recurring calls and emails. In addition to an explanation and apology what has PNC learned from their investigation? What safeguards will be taken to prevent this kind of egregious error in the future? 

We are entitled to the calculated pennies we are owed for the interest on the money PNC withdrew for the time it was not in our account XXXX ( XXXX returned the funds, which were deposited on XX/XX/XXXX but not available until XX/XX/XXXX ) I was lucky I had sufficient funds to cover my other payment - The funds were stolen from us on XX/XX/year> were not available until XX/XX/XXXX. From XX/XX/XXXX to XX/XX/XXXX the returned funds were listed on the PNC website as pending '' and unavailable