Consumer complaint received 2024-07-30
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: PNC Bank N.A. (KY)

I deposited my tax check from the treasury into my PNC checking account on XX/XX/year>. I was told there would be a XXXX hour hold to verify or validate the check. The very next day, XX/XX/XXXX, the funds were made available. I had several issues making a withdrawal inside of a local branch in a neighborhooding town and was unfortunately unable to make the full desired withdrawal. A few days later, Monday XX/XX/XXXX, I logged into my mobile banking to find my account with a XXXX balance. It showed that my funds were frozen. When I called to get an understanding as to what was going on, I was bounced around to several customer service representatives. The only explanation I was given was that my deposit was a rather large and needed to be verified. I went inside of the XXXX XXXX branch in XXXX, Ky to speak with the branch XXXX to get more information because I wasnt given a clear understanding or explanation. I spoke with XXXX clerk and was given the same explanation. I then spoke to a higher ranking member and he asked if I made any other check deposits, which I had not. At that point, I was made aware of XXXX checks of similar kind endorsed and mobile deposited into my account. We were able to recover images of the checks and the dates they were deposited which matched with the dates I vacationed in Florida. My name nor signature were on the checks after further review after physical prints were made. There were also transactions made through XXXX and third party apps like cash app which I did not make. I explained that I stayed in a house with several people and that my device mustve compromised using my passkey. I asked to dispute the matters immediately! Somehow that request went unfulfilled. I changed my password to my device, mobile banking app, and had a new debit card created. Over the next few days I conversed with several customer service representatives to no avail. I went into the XXXX XXXX branch to seek help and was given aide from XXXX XXXX, who shared some empathy with my frustration. XXXX XXXX did everything she could to get a resolution but the matter was given to someone to a department who remained unrevealed and unreachable for several days. I wasnt given a name or any further information. After a week, I was contacted by a lady named XXXX XXXX from PNC. She told me several departments were working to resolve the matter but could take 30 days. I pleaded that I cant survive 30 days without access to any funds. More importantly, it would prevent me from operating my business, interrupt my home livelihood, and prevent me providing necessities for my children as they prepare for school to start. Again I was given the same explanation which details no resolution, or reasonable time frame. After that initial conversation, I was blocked from logging into my mobile account which prevents me from doing my own thorough investigation to get more information. I was completely unaware of these incidents nor I do not support any criminal activity. I do understand the seriousness of this matter as well as the safety measures taken to protect me. However at this point I feel I am being profiled, discriminated against, and not given the service a customer deserves. I was even denied a copy of company protocols regarding these situations. Today makes 2 weeks, one day- and Ive made several attempts to reach XXXX but I get no answer, or a return call. I continue to remain without access to my funds, or access to my mobile banking.