Consumer complaint received 2024-10-01 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: PNC Bank N.A.
State: IL

Complaint narrative:
On XX/XX/XXXX, I opened a CD account with XXXXXXXX XXXX  online. {$210000.00} money transfer was initiated to be transferred from PNC Bank to XXXX XXXX I called PNC to confirm the transfer was going from my account to XXXX 

On XX/XX/XXXX, XXXX fraud department notified me that PNC placed an alert on the transfer and demanded the money to be returned. I called PNC, got hung up 3x, and spent 3 hours on the phone trying to get help. PNC customer service couldn't connect with their own ACH department. A dispute was filed. 

On XX/XX/XXXX, I found out from XXXX  that PNC sent the money under account # XXXX. That's not my account. I called PNC was told not to worry since a dispute was already filed. I called PNC again on XX/XX/XXXX to report this issue because I think this is important info. I was told to call back on XX/XX/XXXX so I can speak with the dispute team. 

I called PNC on XX/XX/XXXX and was told that the dispute team doesn't speak with customer service. The PNC customer service representative was able to speak with the XXXX department. I was told that someone should have placed a stop payment or a reverse transaction request on XX/XX/XXXX, but it's not too late to place such an order on XX/XX/XXXX because there's XXXX business days wait time for money transfer. So, my case was escalated. Instead of having to wait XXXX business days, my case would be resolved within 1-3 business days. 

I called PNC on XX/XX/XXXX for an update and was told a different story. I was told that I need to wait for 10 days. I asked to speak with a manager. A manager called me on XX/XX/XXXX and told me that there's nothing customer service can do for me, ACH department is the one who deals with this issue. However, I'm not allowed to speak with the ACH department. I asked for the resolution team. 

On XX/XX/XXXX, I called the PNC fraud department to report this case. There's a possibility that someone at PNC is trying to steal money from my account ( sent money under the wrong account and demanded money back. The returned money is going to account # XXXX, not my account # XXXX ). The PNC fraud department couldn't do anything. They escalated my complaint to an executive team. 

On XX/XX/XXXX, XXXX from the executive team ( XXXX ) called me. He asked me to get the ACH tracing/tracking number from XXXX Bank to prove that they sent the money back to PNC. I spent 2 hours, got the info and conveyed it to XXXX. He told me that with this tracking number, PNC Bank should be able to confirm that the money is returned. I should be able to get my money back by Monday. 

On XXXX, I still don't have my money back. I called XXXX for an update. He changed his narrative and told me that the case takes 10 business days. I just need to wait. 

PNC Bank is giving me the run arounds. I was giving conflicting information. I'm not getting any help. PNC Bank needs to return my money. I need help. Please help me.

Company response to consumer: Closed with monetary relief