Consumer complaint received 2024-11-30 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: PNC Bank N.A.
State: MD

Complaint narrative:
On XXXXXXXX XXXX XXXX  I went to PNC to conduct some business : deposit a number of checks ( pension, rental checks ). And, to make a withdrawal during this transaction. As usual, I provided my Driver License. It was accepted as it ALWAYS is. The teller made one transaction then I was asked for a 2nd form of ID. I questioned the need for a 2nd form of ID as I have been banking here for decades & a DL was the accepted mode necessary. I was told 2 forms of ID were necessary. I requested to speak w/the manager as I needed to know what changed & why. I was directed to speak to the manager. 
We had a conversation & I was told it was a fairly 'new ' protocol. W/this managers assistance I completed all my business : deposits & withdrawal using my DL. I went home & relayed my experience to my family member, stating they wld need 2 forms of ID. They were quizzical. I have not been back to PNC since XXXXXXXX XXXX XXXX 

On XXXX XXXX XXXX, I called what I thought was their corporate number ( XXXX ) to get info re this issue : if the policy changed, was it implemented in all stores for all customers, if it changed why weren't customers informed. I was given the run-around. I was advised the number was for customer care & someone wld call me back in 3 bizness days. I expressly stated I wanted to escalate this up. ( I called on XXXX XXXX bc I wanted to go to PNC & conduct business but was not tolerating more issues as it relates. I wanted to get clarity before I returned to conduct business @ PNC ) On XXXXXXXX XXXX XXXX a rep from PNC returned my call. It was NOT corporate as I had requested. It was customer care who was kind, professional but cld NOT explain what took place, why & if it were across the board. I was told my concerns were noted. And, that 2 forms of ID were required. I told the rep 'No, I've banked here a very long time & my valid DL had been sufficient ) ( My concerns were not addressed ). 

In the last 3 weeks, a family member w/PNC accounts has gone to the same PNC three ( 3 ) times & the only ID she needed to show was the 1 ID, her DL. Three times she has gone since my experience on XXXX XXXX XXXX. It shld be stated I have more accounts than she does at PNC yet I was told I needed 2 forms of ID. I do not have an ATM or Debit card. Why is this so called policy unfairly applied? If there is now a requirement of 2 forms of ID : why were customers not told? Clearly, it is not applied fairly or my decades long requirement of a photo DL wld suffice. I'm filing this complaint bc PNC has failed to give me an adequate response. AND, bc my family member has gone 3 times since my experience & 1 form of ID ( a DL ) was sufficient. 
When talking to customer care on XXXXXXXX XXXX XXXX, they stated 2 forms of ID is required. I challenged that & stated NO, it absolutely is not. I've been banking at PNC before it became PNC. It was XXXX XXXX XXXX. And, my DL has been sufficient for decades. 

I was going to file a complaint months ago when I went to another PNC, deposited over {$7000.00} in funds ( pension, rent checks ) & wanted {$1300.00} back. I was asked for another form of ID then ... .I didn't even answer. Because if you can take {$7000.00} to deposit using my ONE ID ( DL ) then surely they can withdraw {$1300.00} from those funds. On that date, I conducted my business & left. ( I don't regularly use that PNC so I let is slide ). But, if I need to show more than 1 form of ID, everyone best have to show more than 1 ID as well.

Company response to consumer: Closed with explanation