Consumer complaint received 2025-08-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: PNC Bank N.A.
State: WI

Complaint narrative:
b"This is an update to claim numberXXXX XXXX I don't know how to add information to that claim, so I am have to start a new claim. I am updating this with CFPB and will also send a copy of this to my two Senators and my Represenative. \n\nUpdated complaint:\n\nI wish to share my terrible experience with PNC bank. I dont know if PNC is merely acting incompetently, or if it is deliberately harassing XXXX  either of their own choice or in combination with government direction. It might be that this is just a one-off bad experience, but I feel something nefarious is going on. \n\nIt started about a month ago, when I went to use my XXXX  app for banking. No problems with banking on my XXXX, but when I would open my XXXX  app, I would see the following message:\n\nReview and Update Business Information. Federal Regulations require a periodic review of your business account information. Failure to complete this review could result in eventual account closure. Youll complete this review by signing onto XXXX outside of this app. \n\nI pushed the review now button and followed the steps. However, the end result is an error message that states, We werent able to locate open tasks for this company. Ensure to use correct business banking login. \n\nThis is very confusing. I was using correct banking login. I use the Mobil  app daily and find this annoying to have to go through all these steps with no resolution. I also dont like the threat that my accounts may be closed. I use PNC for my acupuncture business. I also own the business building, which is under a different XXXX XXXX Property Management. I also have numerous checking and savings accounts, both personal and business. This is very disconcerting to me that my accounts may be closed?\n\nI went to my local bank about four weeks ago. The manager told me she normally works in XXXX, so I am guessing she is filling in for someone on vacation. She told me she has been in banking for 34 years. She had absolutely no idea what I was talking about, nor how to help me. She had never heard of this problem. While in her office, she did a call to an online help-desk banking person and gave me the phone to me. I talked to that person, who had no idea how to fix the problem. She told me she would escalate it to a person named XXXX  at XXXXXXXX who would help. XXXX  did call me and left a voice message. She appeared to have no idea what I was calling about, as the agent didnt appear to give her any forewarning. XXXX  also sent me a voice message and an email that stated I could email back with the best day/time to reach me. I emailed and called back and left a voice message that I am free on Tuesdays and Thursdays. (Mondays, Wednesdays, and Fridays I work non-stop and am unable to get to the phone). \n\nIt just became about 10 days of numerous phone tags and email tags, with her ignoring my Tuesday, Thursday request. Finally, she left a voice message saying she was unable to schedule in a specific day/time due to that she was always busy answering the phone. She told me I just needed to keep calling her and if she was free, she would pick up. But she never seemed to be free. Makes no sense. So I gave up on XXXX  helping me.\n\nFinding it hard to believe that XXXX  could be the only person at PNC who could help, I then called in to the banking help desk and spent about an hour being moved from one agent to the next. It appears this banking request is coming from the govt to ask questions about banking to make sure there is no criminality going on?\n\nEach PNC agent seemed to explain about the brokenness of their system. They seemed to be aware that the Mobil app was broken. They apparently had set up a system to send customers an email link to have them answer the requested banking information. But then the email/link was broken. I then ended up with an agent named XXXX, who told me that the only way to deal with this was to have the information manually done. This would involve a phone call that could last up to 60 minutes, so I needed to make sure I had to have that much time to finish the questionnaire. The information couldnt be saved and retrieved later. Unfortunately, I told the agent, I could not guarantee that I could stay on the line for an additional hour as I had other commitments. I asked if we could schedule a time for when I knew I could sit for up to 60 minutes to answer questions. She said yes. So we set for Tuesday, XXXX XXXX at XXXX  This way I could talk to her directly and get this done and not have to spend another hour being transferred around if I called the general help desk number.  \n\nI tried to get information out of her regarding what types of questions I would be answering. I keep some legal documents at my office, and I keep some documents at my house. In an attempt to make sure I was organized and ready to answer any questions regarding my business I tried to ask what documents I would need etc. She said she could not answer that (she made it sound like she was legally prevented from giving me any heads up). So bizarre. \n\nGuess what? XXXX  never called. By this point, I seriously was thinking this was some kind of scam?\n\nI got fed up with this bs and filed complaints with the CFPB and the XXXX in XXXXXXXX XXXX XXXX, in executive client relations at PNC left a voice message soon after receiving the complaint to CFPB.  This then resulted in a game of phone tag for a week with no help as well. Finally, yesterday, a different person at PNC, named XXXX, from the due diligence department called me. \n\nShe said she would do the questionnaire with me over the phone. I asked in advance what kind of questions would be asked because again, I have documents at both my XXXX XXXX XXXX  location and my XXXX XXXX XXXX  location. She wouldnt give me any idea about the questionnaire in advance. Why? This is like being dragged into a police interrogation, but having no idea what the issue/charges are? \n\nShe said it would be tape recorded. \n\nIt was a 57-minute interrogation. There were lots of questions about my business, my finances, and my political allegiances. I have nothing to hide so dont mind answering the questions. In fact, some of the questions could have been answered by documents already on file with various government agencies). The main point here is that, to me, this was just sheer harassment. \n\n(As a side note, I have a business loan at XXXX  XXXX  and yearly they send me a letter requesting me to update my income, etc. They tell me they have to do this per government regulations. I fill it out and give it back. No problems. Nothing fishy.XXXXXXXX  asked a lot of questions, but mostly about money transfers out of the country, foreign governments etc. I was being tape recorded. I absolutely got the feeling I was targeted because I run an acupuncture business.  For the record, I am XXXX, of XXXX  descent. I have no political allegiance to XXXX. I am a proud XXXX. But due to the secrecy of all of this, I cant help but wonder what is going on here. The refusal to let me know ahead of time about the questions? The recording of our conversation? I am angry right now. I tried to ask multiple times if other businesses are being asked to do the same thing and got a sketchy response  like this was random every few years and I got picked. XXXX. I think I am being targeted and I dont appreciate this. \n\nI do understand and support our government in trying to do research into criminal activity. But this is not the way to do it! I dont know if our government has directed PNC to do this, or if PNC has made the decision to take this poor secretive approach. Its like I was being dragged into a virtual court room and interrogated. I wasnt allowed to see any of the questions ahead of time, which I think is probably some sort of bizarre tactic to trap someone. I feel I did answer them fine, but why couldnt this just have been a document to mail me or email me and I fill it out and sign off. I have put in one trip to the bank, and probably a dozen phone calls in before I got a response from XXXXXXXX XXXX think most people would have given way earlier. But I persevered. What if I didnt? Would then at some point, the bank have just taken my money because I didnt do the questionnaire? But my point is that it is soooo difficult to do the questionnaire. Is this all done on purpose to try to trap anyone who might have international connections or associations in any way. We leave you alone if you do the questionnaire, but if you dont do the questionnaire, we will confiscate your money. But you make it so difficult to do it. Is this just incompetence on the part of PNC or is this part of some bigger government tactic that is harassing XXXXXXXX wanted more information on all of this, which XXXX  struggled with. She gave me a website that was broken/information not available. She eventually emailed me a copy of a CDD form which I guess completed our conversation and the task that needed to be done. It is a very simplistic form that I could have filled out in about two minutes. Yet our phone conversation and grilling went on for 57 minutes. The form doesnt reflect the grilling. Fishy! She also eventually sent me another link that I had to have a special encryption code to open! Why?! Once opened, it explained a bit about the need to update business info. If this is necessary, why do I need a special code to open the link? Just let the general public know that this is necessary and routine, not hidden/secretive.\n\nToday, I emailed XXXX XXXX  the PNC executive customer service agent, and told him about my terrible experience and told him my thoughts that I was targeted because I practiced XXXX  XXXX. He emailed back to apologize for any inconvenience that this may have cause.  Thats a terrible response in my opinion. \n\nIf the government is trying to use the banks to gather information, it needs to be done in a way better manner. No one should have a 57-minute interrogation, unless of course there is cause for investigation, with charges listed. Regular hardworking, law-abiding XXXX  should be harassed like this.\n\nFeel free to contact me if you need to. Feel free to forward this to the government department in charge of collecting this information. Feel free to send this to PNC for review of their information gathering.\n\nSincerely yoursXXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation