Consumer complaint received 2025-07-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: PNC Bank N.A.
State: IL

Complaint narrative:
I am filing this complaint against PNC Bank based on an unacceptable customer service experience I had via their online chat system on XX/XX/year>. My inquiry concerned whether I had any form of overdraft protection or coverage on my checking account ending XXXX and HELOC account ending XXXX. Despite asking a simple, straightforward question, I encountered the following serious issues : 1. Contradictory and Incorrect Information The PNC representative ( XXXX XXXX. ) stated that my Home Equity Line of Credit ( HELOC ) was linked as overdraft protection. However, my online account dashboard indicated that the account is " Not Eligible '' for overdraft protection and that I was " Opted Out '' of overdraft coverage. When I pointed this out, the representative claimed that the linked account ( my checking account ) was " inactive, '' allegedly due to a lack of recent manual transactions. 

This was patently false. I had made a customer-initiated ACH transfer just days prior. When I highlighted this, the representative doubled down and then shifted the definition of inactive to something even less clear. Despite correcting the record, I received no acknowledgment or apology for the misinformation. 

2. Unrequested and Unauthorized Changes Despite me explicitly stating that I was only seeking information, the representative initiated steps to reactivate my checking account and alter its status so the HELOC could be unlinked from overdraft protection. I did not authorize any such changes and repeatedly clarified that I was requesting information, not initiating an account change. This is a serious breach of customer trust and procedure. 

3. Inability to XXXX XXXX XXXX XXXX of the most frustrating aspects of this interaction was PNCs refusal or inability to follow up with a secure message or email. I repeatedly asked the representative to send confirmation of account adjustments via PNCs secure message center. She insisted that the live chat itself was the only secure messaging channel, despite the fact that PNCs website includes a XXXX XXXX which was empty both during and after the conversation. To this day, I have received no written confirmation of any changes made or actions taken. 

4. Unacceptable Communication Delays Throughout the interaction, there were egregious delays in responses sometimes spanning 5 to 10 minutes even though I was asking a time-sensitive question. When I expressed frustration about the delays, I was told : " Messaging works just like texting a friend. '' This statement is both unprofessional and insulting. I was not texting a friend I was trying to resolve a critical financial matter with my bank. Comparing this to texting a friend trivialized my concern and reflects poorly on PNCs commitment to professional customer service.

5. Lack of Follow-Up and Resolution At the end of the interaction, I made it very clear that I was disconnecting from the chat and expected a secure follow-up message confirming : - Deactivation of all forms of overdraft protection and coverage ; - Retroactive correction of my accounts inactive status ; - Assurance that the promotional terms of my HELOC would remain unaffected. 

Despite this request and the gravity of the situation, no secure message was ever sent, nor was I contacted in any other form. I was effectively stonewalled and forced to end the chat with no formal confirmation of anything discussed.

Company response to consumer: Closed with explanation