Consumer complaint received 2024-01-28
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: PNC Bank N.A. (NJ)

I had been trying to resolve an issue with PNC Bank, which they seemed, at first, unwilling to resolve. The stressful attempts to get consistent service seemed to be paying off, when my issues reached the " office of the customer '' for the second time. I was told they would be in touch with me in a few days ( XXXX XXXX ), but since then, all e-mails and voice mail messages from me have been ignored. 
The issue stems back to XXXX of XXXX when an error at an ATM in XXXX malfunctioned and our money was not dispersed. The bank that owns the machine admitted the error and said that our bank, PNC, would need to dispute the charge. By the time we figured out what had happened, the bank in XXXX had gone into the pandemic lockdown. PNC later said they could not dispute the charge, because too much time had lapsed ( over 90 days ). Due to overseas travel and the extended lockdown, it was not noticed on our end that PNC had deducted the money from our account. We did eventually realize it ( much later ). The bank in XXXX ( XXXX XXXX  ) instructed us to request PNC initiate a dispute/chargeback. The XXXX XXXX acknowledged its ATM had malfunctioned. 

The amount in question was about {$1000.00}, so we were not about to give up. Eventually, after many strange interactions with customer service ( I have some of the names of people I dealt with ), a woman at the aforementioned " office of the customer '' said ( on XXXX XXXX, XXXX ) she would be " ... be back in contact next week with an update. '' I have been totally ignored since then. Throughout this entire process, I have been told some amazing things. For example, one agent told me that PNC could not send an international fax, because they could not enter more than ten digits necessary to do so. She then suggested I go to my local branch ( also in lockdown mode at the time ) and ask them to do it through the drive through. I was incredulous. Another agent confirmed to me that she called the bank in XXXXXXXX three times. When I asked her for the dates and times, I told her that it was outside of the bank 's hours, to which she replied there was nothing she could do. I can only conclude PNC is too big to care about a customer so insignificant. If, as they say, 'all calls are recorded for quality assurance ', then everything said here will be proven true. Desired settlement : A follow-up to most recent correspondence and action regarding their obligations regarding Regulation E electronic commerce, which they are legally required to do. 

Basic Facts : ATM withdrawal in XXXX on XX/XX/XXXX of XXXX. 
Amount : XXXX XXXX XXXXXXXX XXXX ATM XXXX : XXXX ( Located in XXXX, XXXX ) Manager of XXXX branch of XXXXXXXX XXXX  at the time : XXXX XXXX, who said the machine had in fact malfunctioned, leading to the money that should have been dispersed to be deposited in a holding account pending dispute/chargeback request from the issuer of the card, PNC. 

PNC Agents who have participated in the issue : XXXX XXXX ( called the bank in XXXX during its off hours on three occasions ), XXXX XXXX ( never returned calls ), XXXX XXXX ( handed me off to XXXX XXXX ), XXXX XXXX ( had been handling my case before abruptly not following up ) and several more.,