Consumer complaint received 2018-09-20
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: PNC Bank N.A. (IL)

PNC Bank fails to give all correct information to customers. I have had numerous phone calls regarding overdraft fees where in each call they have all said different rules and regulations for their policies. The only policy that is consistent is they give one courtesy refund per year. What they don't tell you is that even if they are refunding a fee due to their mistake, it still counts as the 1 courtesy refund. To me, a courtesy refund is when a customer makes a mistake and the bank refunds the fee even if it was a correct charge. 

I have been charged 12 withdraw fees within a month. That totals to {$430.00} I am currently unable to work due to my XXXX. My husband has taken on all of our expenses. I realized two checks and a car payment were coming out that we did not have the funds for until next week, so I called PNC Customer Service. I explained the situation and the associate told me to OPT IN to Overdraft Coverage. So I did and thought what a great solution! WRONG! 
The next day my account was negative {$930.00} and not only that, but my bills were not paid. They charged me three {$36.00} fees for my car payment and every other charge they could manage to get on my account. 

So I called PNC Customer Service. 

After explaining the situation and what the associate had told me the day before, the associate I was currently talking to advised I do not use overdraft coverage because they charge {$36.00} for every single transaction and they do not guarantee expense coverage. Plus they charge a return fee and a reprocessing fee, both {$36.00} as well. I was in shock. Why would you offer a customer a solution without explaining all policy guidelines? Why would another employee advise against a solution the bank they work for is offering? 

Early in the year I had a {$100.00} refund that they called my courtesy refund, since PNC only gives back one a year, so they refused to give back any fees. They told me I could speak to a money manager to see if they could help me. When she transferred my call we went through the same thing, but then she also tried to tell me how to budget my expenses and how to plan better. I apologize, but sometimes life throws some unexpected turns and you can not plan for all of it. How dare you also assume that this problem is because of careless/unplanned spending. 
So I went to their bank location in XXXX XXXX, IL and spoke to a branch manager, he was unable to help me, but told me who could. So I went to the location in XXXX, IL and spoke to their branch manager, who was also unable to help me. He explained the fee process again and apologized for them sending me to him, but he could not help me. He said he wished there was something he could do, but unfortunately the people who take advantage of the system ruin it for everyone else. 
So I literally wasted my time and more money driving to these locations for everyone to say they can not help me. I refuse to believe there is nothing they can do. It is also ridiculous they are judging my situation based off other customers actions. I have been a loyal customer with my husband since 2015 and this is the first time we have ever had a problem like this.