Consumer complaint received 2025-04-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: PNC Bank N.A.
State: IL

Complaint narrative:
When XXXX XXXX, XXXX Client Relations at PNC, first reached out to me regarding my complaint, she expressed sincere dissatisfaction that I had filed a CFPB complaint and explicitly assured me that her " CFPB response '' would not mirror an internal investigation. Unfortunately, the response I received confirms her assertion. There is no evidence indicating that any issues were uncovered or identified, nor that any corrective or preventive actions have been implemented. This lack of proactive measures is especially concerning for current PNC customers, as the inconsistent training and existing security vulnerabilities pose significant risks. 
XXXX XXXX adroitly avoids discussing how a fraudster was able to maneuver her lax and fallible PNC telephone banking to alter my phone number and substitute a fraudulent email address. I do not consider this matter resolved, as many more PNC Banking customers are at risk by a cavalier and untrained telephone banking staff. And the implication that my changing of my user id is ludicrous. The debit card in question was never used in public and in my wallet since its issuance, in the XXXX area not XXXX, XXXX. So, her insistence that the XXXX XXXX was present makes no sense. Nor do the multiple denials ridiculously based upon customers historical pattern of abuse. There was no history. The Detectives in the XXXX Police Department have photographic evidence of the fraudster that PNC will undoubtedly also fail to investigate properly, leaving other customers at risk. 
XXXX XXXX is correct in stating that PNCs level of service in this matter falls far below even minimal banking expectations. However, her account conveniently glosses over several critical facts. On XX/XX/XXXX, I reported a serious case of fraud to PNCs clearly inadequate telephone banking system, and within just XXXX hours, over {$5000.00} was fraudulently withdrawn from my account. 
It is important to clarify that there were not merely XXXX formal disputes. In reality, I was forced to engage in multiple daily verbal disputes with the defective telephone banking system. Although these calls are meant to be recorded, the systems shortcomings make their reliability highly questionable or her investigation. Furthermore, the disputes addressed in XXXX XXXX communications were not initiated by me but rather generated by a PNC branch employee. These disputes stretched over a period of 29 days and were repeatedly denied before the funds were finally, albeit reluctantly, restored. 
Why were these breakdowns allowed to occur? The failure to address these issues not only jeopardizes my security promptly and effectively but also puts other PNC customers at risk. This matter remains unresolved and demands a thorough review and corrective action from PNC to yield a truly secure banking environment. 
XXXX employees advised me to follow up with both the XXXX, IL Police and the XXXX, XXXX Police, underscoring the seriousness of the situation. They explained that when it comes to disputes with XXXX PNC, the outcome often depends on which individual is responsible for handling the case. That is comforting. In fact, several employees mentioned that many customers in similar circumstances eventually become so frustrated that they choose to leave PNC altogether. This recurring pattern of delays and stallingin what appears to be XXXX XXXX XXXX XXXX serves to exacerbate customer anger and leaves serious issues unaddressed. 
After approximately 30 days, I experienced a brief period of resolution that lasted about XXXX months. Following the retirement of the former regional XXXX, XXXX XXXX assumed leadership and subsequently appointed a former XXXX teller, XXXX XXXX, as the new branch XXXX. He is a dangerous XXXX. 
On XX/XX/XXXX, the new management executed a harsh and seemingly retaliatory action by abruptly revoking my XXXX PNC credit cards, assuring me that a rationale would be provided to me within XXXX days. However, 10 days later, on XX/XX/XXXX, I received both XXXX XXXX response to my CFPB complaint and the letter revoking my credit cardsbackdated to XX/XX/XXXX, but postmarked on XX/XX/XXXX. I have preserved these letters and postmarks. 
I do not hesitate to assert that these incidents constitute retaliatory conduct in response to my CFPB filing that is illegal. 
As further evidence of the ongoing issues, XXXX XXXX and XXXX were copied on numerous emails when I decided that our family would be removing all our accountsand even our safe deposit boxfrom PNC. During this transition, XXXX actively tried to delay the closure of my accounts while insisting he was acting as an advocate on my behalf. Despite my clear verbal instructions ( given twice on XX/XX/XXXX ) and XXXX subsequent written requests for account closure, XXXX failed to act promptly. As a result, I incurred service charges for the month of XXXX. 
After I followed up in writing, XXXX did reverse the initial {$12.00} service charge ; however, in XXXX the account remained open, accruing an additional {$12.00} in fees. To make matters worse, on XX/XX/XXXX, I received a notice stating, Your account has been overdrawn since XX/XX/XXXX. Please send {$12.00}. I was forced to visit another branch office to have these charges reversed. Throughout this process, XXXX XXXX XXXX was fully aware and consistently copied on all communications, even as XXXX in practice turned out to be yet another incompetent adversarycontinued to impede the closure of my accounts. Problems Not Customers!

Company response to consumer: Closed with explanation