Consumer complaint received 2025-10-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: PNC Bank N.A.
State: OH

Complaint narrative:
I received an email from PNC bank at XXXX EST on XX/XX/XXXX that stated the availability of my deposit has been delayed due to a hold placed on the check, and it instructed me to call XXXX with reference number XXXX. 

I called and provided the reference number. The representative asked for my social security number, and then asked me to provide a code from my text messages. The text message said DO NOT SHARE THIS CODE. After a brief hold, the representative told me there was nothing I needed to do at that time but stated theyd call me if they needed anything. He never asked me about the check/deposit in question. 

I was unsure if the call was legitimate, so I phoned the local PNC branch in XXXX Ohio, but they didnt answer the phone [ which seems to be their normal practice ] so I phoned PNC customer service at XXXX. 

The representative kept me on the phone for over an hour. He eventually stated that I should call XXXX. I stated that was the number I called to begin with [ an hour before ] and they stated there was nothing I needed to do. He stated he would simply transfer me to that department as a courtesy to save me some trouble. He stayed on the phone until the next representative got on the line, had a brief 3 way exchange to introduce all parties, and then he exited the conversation. 

The new representative took over the call and stated I needed to verify myself, and asked for my social security number. I stated that I had already been verified XXXX minutes prior when I spoke with the first representative. The new representative refused to progress the call until I verified myself, so I cooperated. 

After providing my social security number, the representative asked me to provide a code from my text messages. Again, the message says DO NOT SHARE THIS CODE, but the representative demanded it, so I obliged. Then the representative told me the code expired. I was staring at the code in my text and the time stamp was less than XXXX minute old. What does she mean the code expired? 

Then she asked me to verify transactions in my account history. She picked a random date and asked me to say the dollar amount of the transaction .. twice, on 2 separate transactions. One of the items was a {$7.00} fee which I had not noticed before. I questioned the fee but she did not provide me with an answer. 

At this point, I was feeling incredibly skeptical about the entire situation, from the 1st phone call at XXXX, the call after that, and now the current representative verifying me, AGAIN. I had been on the phone for nearly 2 hours at that point, and still no headway on the matter of the hold on my deposit, so I began recording the call. 

I have an XXXX with a recording feature that tells the other party that the call is being recorded. The representative stated I could not record and she ended the call. I have a recording of the exchange, but it exceeds the size limit to attach as a whole, so I will attach it in segments. 

After she hung up on me, I called PNC customer service at XXXX [ again ] to get to the bottom of the hold that was placed on my deposit. The representative tried to contact the XXXX XXXX department, but she stated she wasnt able to get through to them, so she advised me that I should just wait for them to contact me if they need anything. 

Today, I received an email stating the funds will not be available until XX/XX/XXXX, which will be 7 days after I initially deposited the check on XX/XX/XXXX. They put a 7 day hold on my funds, and NEVER gave me the opportunity to speak on the matter, to explain the origin of the check or anything. All they did was collect my social security number at least 3 times, as well as my verification codes that PNC explicitly writes : DO NOT SHARE THIS CODE. 

I ended up with more questions than answers. Now Im afraid my personal, sensitive information has been compromised.

Company response to consumer: Closed with monetary relief