Consumer complaint received 2026-04-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: PNC Bank N.A.
State: MD

Complaint narrative:
This CFPB complaint is regarding a PNC Bank dispute mishandling and provisional credit reversal causing significant financial harm. In XX/XX/XXXX, I identified eight ( 8 ) missing ACH deposits from XXXX totaling {$7300.00} that were expected to be credited to my checking account with PNC Bank. I promptly opened a dispute on XX/XX/XXXX. During the investigation, PNC issued a provisional credit in the amount of {$7300.00}. On XX/XX/XXXX, I submitted the requested supporting documentation showing the transaction history and details of the expected deposits. On XX/XX/XXXX, PNC denied the dispute, stating that requested documentation had not been provided. This determination was inaccurate, as I had already submitted the requested materials. PNC later acknowledged that the transactions in question were associated with account numbers that do not belong to me and are not associated with any PNC account. Following the denial, PNC reversed the full provisional credit of {$7300.00}, which immediately created a substantial negative balance in my checking account. This reversal triggered the following account activity : On XX/XX/XXXX, a transfer labeled Funds Transfer From Acct XXXX in the amount of {$1500.00} was initiated to offset the negative balance On XX/XX/XXXX, a payroll deposit of {$4300.00} was applied but fully absorbed due to the negative balance On XX/XX/XXXX, an additional transfer labeled Funds Transfer From Acct XXXX in the amount of {$920.00} was initiated These actions resulted in {$6800.00} in account activity that was directly triggered by the reversal of the provisional credit and significantly impacted my access to funds. At no point was it clearly explained whether overdraft protection or account linking between my checking account and the savings account ( ending in XXXX ) had been explicitly authorized, despite these transfers occurring automatically. The dispute remained under review for more than 90 days, and the initial denial was based on an inaccurate claim that documentation had not been provided. The issue was only properly addressed after I escalated the matter in person at a branch. Furthermore, the dispute was initially categorized incorrectly by PNC, which contributed to delays and prevented meaningful progress in identifying the root cause of the issue. The discrepancy in account numbers was not identified during PNC 's initial investigation original denial determination. This was only recognized after I escalated the matter in person at a local branch with the assistance of a branch manager. While I understand that provisional credits may be reversed, the financial harm in this case was caused by PNC procedural failures, including failure to review submitted documentation, an incorrect denial reason, and the timing and execution of the reversal. These actions caused significant liquidity strain, eliminated access to my earned income, and forced me to move my banking relationship to another institution to prevent further disruption. These impacts were preventable had the submitted documentation been properly reviewed during the investigation.

Company response to consumer: Closed with explanation