Consumer complaint received 2025-02-27 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: PNC Bank N.A.
State: IN

Complaint narrative:
I opened a new account ( virtual wallet ) through PNC bank last Friday with the help of the banker, XXXX ( XX/XX/year> ). After that I tried to enroll my phone number with XXXX payment setting within PNC mobile app without knowing that my sole phone number can only be linked to XXXX bank for XXXX payment. I tried test transfers ( XXXX dollar amount ) through PNC XXXX, still not knowing that my phone number can not be linked with only XXXX bank for XXXX payment. After transactions, my XXXX function within PNC mobile app got frozen, only showing that I should call their department number ( XXXX ) to fix this issue. However, when I called their department, the agent from XXXX department told me that they can not support my case, and I should visit the local PNC branch to fix the issue, so I made an appointment to do as what he told to me on the next day ( XX/XX/year> ). On the next day, the banker, XXXX at PNC tried to reach out XXXX department to help me out but I got the answer that they are not working on the weekend, so I made another appointment with XXXX to fix this issue. On Monday morning, which was today ( XX/XX/year> ), I met XXXX XXXX more time, and she explained my issue to XXXX department that I did not know the fact that I should not link my phone number with XXXX different banks for using XXXX payment. After this, XXXX department removed previous restrictions with regards to XXXX payment. This time, I enrolled my verified e-mail address for XXXX transactions within PNC mobile app, not my phone number ( My phone number was linked with XXXX XXXX XXXX account at that time. ). I tried test transfers using my e-mail linked PNC XXXX account, but after that, my XXXX functions within PNC XXXX app got frozen once again!!! I had no idea this time since I did not link my phone number or anything wrong for these XXXX transactions within PNC XXXX app. After that, I called PNC customer service XXXX, and the agent told me there were some fraudulent or suspicious activities recognized for those transactions that I made through the app. The agent transferred me to XXXX department since she can not do anything for this case. After getting connected with several agents from XXXX department, they kept saying that my XXXX account within PNC was permanently banned as of now and this is the final decision!!! Every time I called the XXXX department, they kept saying the same thing that I am permanently banned from using XXXX withing PNC app or website and I might get banned from other XXXX transactions using my phone number linked with XXXX XXXX  XXXX. It sounded so unfair that I verified my identification and provided XXXX with everything that is required for this issue, but I still can not get any reasonable explanation from XXXX regarding this matter. They keep saying that they can not disclose the reason why and I am just permanently banned from using their service, which makes no sense to me. The banker from PNC helped me out and I provided everything to prove myself to rectify the issue but there is no use of making efforts up to this point. Please, help me out with this because I feel so frustrated and unfair to get treated like this from XXXX. I did not do anything wrong, and I am innocent. I feel like I am just the victim of this whole XXXX bureaucracy thing. Thank you so much for helping me out.

Company response to consumer: Closed with explanation