Consumer complaint received 2025-01-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: PNC Bank N.A.
State: TX

Complaint narrative:
Subject : Formal Complaint Against PNC Bank : Systemic Failures, Unethical Practices, and Forced Account Closure On XX/XX/year>, I was informed by a PNC phone support agent that my newly opened Virtual Wallet account was flagged by an undisclosed department and subjected to a fraud hold, with a forced closure initiated within XXXX days. This decision follows weeks of extensive effort to comply with PNCs inefficient and redundant verification protocols, only to be met with vague responses, system errors, and no meaningful resolution. 

The treatment I have received as a new account holder raises significant concerns about PNCs customer service practices, technical systems, and respect for consumer rights. I am formally submitting this complaint to address the following systemic issues and demand immediate corrective action. 

Key Issues Verification Inefficiencies Despite fulfilling all requested verification steps multiple times, I was subjected to repetitive and redundant processes, wasting considerable time.

Legacy system conflicts, stemming from a previous PNC account tied to the same phone number, caused unnecessary complications in verifying my identity.

Agents failed to reconcile conflicting data or resolve technical discrepancies, leading to delays and frustration.

Online Banking Enrollment Failures My attempts to enroll in online banking were met with repeated errors, including system suspensions, failed one-time passcode verifications, and unhelpful troubleshooting suggestions, such as mailing a PIN. 

These failures delayed my access to essential banking services, highlighting severe inefficiencies in PNCs systems. 

Inadequate Escalation and Follow-Up Despite escalation, the specialists failed to follow up promptly or resolve my concerns. 

Chat transcripts show repeated reassurances from agents that follow-ups were initiated, yet no substantive action was taken. 

Defensive and Dismissive Communication The tone of some PNC agents was dismissive and unprofessional, especially when I expressed frustration. 

Inconsistent and unclear messaging further compounded the stress and confusion during interactions. 

Unjustified Forced Account Closure The decision to close my account before the first billing cycle is unjustified and based on vague reasoning. PNC has provided no substantial explanation or opportunity to resolve the alleged issue.

Systemic Technical Failures Legacy system conflicts and outdated processes caused disruptions during account setup and access.

PNCs reliance on manual and inefficient methods, such as mailing PINs, added unnecessary friction to the customer experience.

Impact Frustration and Wasted Time : I spent countless hours across multiple channels ( phone, chat, and email ) addressing the same unresolved issues. 

The lack of clear communication and proactive resolution wasted valuable time and caused significant stress. 

Loss of Trust in PNC : The inability to resolve basic banking issues has undermined my trust in PNCs ability to provide reliable service.

Defensive and dismissive communication from agents further eroded confidence in the institution.

Unresolved Issues : While I eventually enrolled in online banking, other issuessuch as mobile check deposit failures and blocked debit cardsremain unresolved. 

Supporting Documentation Attached to this complaint are the following materials substantiating my claims : Call Recordings : Demonstrating PNC support agents inability to provide clear guidance or resolution. 

Chat and Support Transcripts : Highlighting redundant processes, vague responses, and failed follow-ups. 

Verification and Correspondence Records : Proving my compliance with all verification protocols and the unwarranted nature of PNCs actions.

Resolution Demanded Immediate Removal of All Account Restrictions : Lift all fraud holds, flags, and limitations on my account without delay.

Prevention of Future Interruptions : Ensure my account is protected from unwarranted closures, holds, or disruptions moving forward.

Assignment of a Senior Account Manager : Assign a dedicated senior account manager to oversee my case and ensure prompt resolution.

Systemic Reform : Conduct a comprehensive review and reform of PNCs verification and onboarding processes to address inefficiencies and prevent similar experiences for other customers. 

Conclusion The issues I have encountered reveal systemic failures within PNCs customer service and technical processes. The time, effort, and stress I have endured are unacceptable for any customer, particularly for a new account holder. If these matters are not resolved promptly, I will escalate this complaint to regulatory agencies, including the CFPB, OCC, and XXXX and explore additional legal avenues to protect my consumer rights.

I expect a response within seven ( 7 ) business days, confirming the removal of all restrictions and addressing the issues outlined in this complaint.

Company response to consumer: Closed with explanation