Consumer complaint received 2024-12-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: PNC Bank N.A.
State: FL

Complaint narrative:
Bank Info PNC Complaint PNC Bank XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Personal checking account Who have we contacted - Multiple people - They have responded and confirmed it was an error on their part, they keep promising to resolve in 24 48 hours, but then send us to other people both at banks and over the phone to resolve with no resolution 2 weeks later. 

XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXXXXXX XXXX XXXX XXXX I went to the branch to open an account. While there I asked about the special cash offer that I saw online. They told me I needed to register online to get it but to give them 2 forms of ID, which I did. ( my license and my XXXX XXXXard ) The person at the bank proceeded to look at my ID, handed it back to me and abruptly pointed to the door. 
I left the bank confused but decided to go online and set up my account. Once the account was open I went to the bank drive-through and deposited a {$6000.00} check from my Florida prepaid account. 
Deposit ( XX/XX/XXXX ) Day 1 ( XXXX, XXXX XXXX ) - Once the check cleared, I was able to send a few hundred dollars via XXXX. 
XXXX XXXX ( XX/XX/XXXX XXXX XXXX XXXX - I attempted to use my debit card and it didnt work. I looked back at the account and saw that my money was on hold. I called the customer service number and was told there was a hold and I would need to go to the bank to find out why. That was my first week at my new job so I waited until the beginning of my second week to go at lunch Day XXXX ( XX/XX/XXXX ) - I went to the bank the following day during my lunch break. At the bank they made a phone call and proceed to tell me that I have an open investigation, and my money would be inaccessible for 30 - 60 days and I can call with questions. That evening my mother and I called the bank after almost 2 hours of running around and requesting supervisors, someone finally alluded to the fact that when I initially went in the branch and shared my ID, something was amiss. As I continued to pry, they directed me to go back to the original branch, which is 20 mins from my job and bring my XXXX  bill and a passport to be scanned to the fraud team. 
Day XXXX ( XX/XX/XXXX ) - My parents accompanied me to the bank because my time was limited and I just started a new job. We brought all the documents to the bank. They asked to see the original forms of ID. I shared them and she was very surprise because they were both CLEARLY real and the notes that were put in the computer indicated that I presented a fake credit card. My card is white and they had never seen a white card. 
At this point she scanned my passport and credit card statement and sent it to the fraud department. The lady at the bank was as helpful as she could be and promised to do her best to escalate everything. Noting it would still likely take 1-2 days to resolve. 
Day XXXX ( XX/XX/XXXX ) I received a call stating that the Fraud department has to run the full investigation and we are back to the 30 -60 day timeline. This time they falsely stated that the check didnt clear because of insufficient funds, when it was first deposited, the check cleared. This check came directly from XXXX XXXX XXXX XXXX XXXX XXXX XXXX  account. There was never an issue with that check. When I pushed back and said that was not true, they said that they would escalate it and call me back the next day. 
Day XXXX ( XX/XX/XXXX ) I got a message and tried multiple times to reach them. At the end of the day my parents called the branch and were told to leave a message with a callback time. 
Day XXXX ( XXXX XXXX ) left a message to get a callback. Never got the call so I called in and spoke with another lady who took all my information. She claimed she would push to get this resolved, but it would take at least 2 business days. 
Day XXXX - waited Day XXXX ( XXXX XX/XX/XXXX ) After multiple days of being unable to get in contact with anyone, I called back today to tell me that the check never cleared and they will need to call XXXX, as they needed to send over the money. My father called the college prepaid and confirmed that the money cleared and was removed from my XXXX XXXX account on XX/XX/XXXX. 
I also informed her that my direct deposit from work was going to my account on Friday and inquired about if I would have an issue with that. She said that money would be held too. 
I am currently unable to access any of my money. I dont have funds for food, gas or bills outside of the money my companion credit card that is linked to my parents account. I also have no idea when my money will be released. I dont believe they have the legal right to withhold my money with absolutely no valid reason. I understand mistakes happen, but when this mistake was realized it should have been resolved. Instead, it has consumed hours of my time, and my parents time and put my job at risk.

Company response to consumer: Closed with explanation