Consumer complaint received 2024-04-19
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Funds not received from closed account
Company: PNC Bank N.A. (PA)

I called PNC Bank XXXXXXXX XXXX  Department XXXX on Monday XX/XX/XXXX at XXXX XXXX. to have them send me information as XXXX beneficiary on a IRA from my deceased XXXX. I gave them the applicable account # to look up the IRA. 
To proceed they asked for my Social Security #. I responded I do not feel comfortable giving you my social security number on the phone she said " I can't finish the information on form to send you if i dont have it ''. I said fax the papers that need filed out to me ... '' I cant '' ..really.. '' we need the information to put on papers i will send in mail '' me I again would like them faxed to me i will fill out. We cant again. This makes me really mad i do not need to give ss # on phone. I will investigate this. So i gave her my ss # and she reads it back loudly over the phone. Who does this ... XXXX said where are you located ... at my ofiice... and you verbally loudly just read my ss # back with a room full of people... 

I receive the PNC Papers in the mail on Monday XX/XX/XXXX. To my dismay I open the envelope not only is my ss # listed FULLY but My mother 's is also listed FULLY. Total disregard for my privacy. 
No wonder so much identity theft in the XXXX. 
The letter consists of pages to fill out and says they need a copy of my drivers license to be mail back in the enclosed envelope. 
OK this is a little bit overboard here. I pull the XXXX XXXX zact Section XXXX. 

I read in the patriot act about identifying customers whom " open '' accounts, is the person " opening " account on a list, implementation of rules that apply " uniformity '' throughout the financial services industry, rules limited to " new '' customers, Bank having some latitude in assessing risk of situation, " The bank itself REVIEWS a drivers license or other type of photo ID for verification although the bank DOES NOT retain a copy of the ID in the files rather the bank will make note of the information suvmch as the #. AGAIN for Customers OPENING a account for a formal banking relationship. 

So to continue I refuse to put this information in the mail. On XX/XX/XXXX I go to the closest branch which was PNC Bank Mt XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX I asked to speak with a XXXX XXXX. I was directed to XXXX XXXX XXXX Branch XXXX At Mt XXXX XXXX XXXX XXXX XXXX XXXX FAX ( why does he have fax ) XXXX XXXX. 

I explain to XXXX that I have completed PNC IRA Distribution forms and do not feel comfortable sending this information with my and my Moms SS # and a requirement of a id through the mail. He understands totally. He calls PNC 's IRA Department and asks if he can help me out by scanning the information into a in house email from him to the IRA Department. The IRA Department says fine. I tell him you do not need to send my license bc you ( A EMPLOYEE of PNC AGENT ) are in front of me verifying my identity to my license no copies of license. He tells me they will not do wo the copy. I say you are in violation of the Patriot Act. I give him the copy reluctantly. AGAIN SS # AND license. He double checks with Department tgat all pieces of paperwork are complete to tgeir satisfaction they acknowledge so he sends email with all papers to internal PNC IRA XXXX Department. I was at bank for this whole shift show almost XXXX hours. 

Today XX/XX/XXXX I receive another packet of the same exact PNC forms in the mail with letter dated XX/XX/XXXX Post Marked XX/XX/XXXX ... XXXX call today XX/XX/XXXX tgey again give me the runaround that they dont have information. Then they have found it. Then it's not correct. Then a supervisor of ira department is not available. Then my voice continues to increase. The they get someone from IRA Escalation Department. 
He tells me will send to have completed on Monday. 

I should not have been put through any of this situation. They are in violation of the Patriot Act and I am doing further research on sending complaints to other oversite organizations.