Consumer complaint received 2025-02-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: PNC Bank N.A.
State: TX

Complaint narrative:
( Please see attached letter. This runs it all together. ) I am filing a formal complaint against PNC Bank regarding the disappearance of a {$1000.00} cash deposit that I made at their XXXX XXXX XXXX XXXX branch in XXXX, Texas, and their subsequent failure to conduct a legitimate investigation into the matter. Despite multiple attempts to resolve this issue through PNC Banks internal channels, I have been met with dismissiveness, lack of transparency, and an unwillingness to provide a proper resolution. 

Details of the Complaint I made an in person {$1000.00} cash deposit in {$50.00} denominations in a sealed white # XXXX envelope at the PNC branch between XX/XX/year>, and XX/XX/year>. 
The deposit initially appeared as pending in my account but later vanished without explanation. 
PNC Banks branch staff were unhelpful and dismissive, refusing to conduct a thorough search of deposit records. 
When I escalated the issue, I was told that the case was reviewed and closed without further action. 
Despite my repeated requests, PNC Bank : Refused to provide any specific details or transaction records to confirm their findings. 
Denied my request to review security footage to verify the deposit. 
Told me I would need a subpoena to obtain basic information about my own missing deposit. Specifically, I had asked for the dates and amounts of the deposits that I made on the two separate occasions that I visited the branch within the stated timeframe. They had said that they verified me on camera with XXXX XXXX and the dates and amounts were correct but would not provide me with the details. 
Allowed an uninvestigated loss of customer funds, which raises serious concerns about banking security and consumer protection. 

Unprofessional and Dismissive Conduct at the Branch When I visited the PNC Bank branch to report the missing deposit, I was met with extreme rudeness and blatant disregard from the assistant manager, XXXX XXXX. Instead of showing concern or taking my claim seriously, she dramatically rolled her eyes and sighed loudly multiple times, making it clear that she had no interest in assisting me. 
Rather than making an effort to properly search for my deposit, she : Reluctantly performed the bare minimum, dismissing my concerns as if I was inconveniencing her. 
Forced me to narrow my search to a single day, despite my providing a reasonable timeframe. 
Incorrectly claimed that a teller I identified " wasnt even working that day! " only to be corrected by another employee who looked up his schedule. 
Flatly refused to check hard copies of deposit slips until the same helpful employee intervened, she pulled the one day that I was forced to narrow the search down to and when my deposit was not found in that stack of deposit slips the investigation of deposit slips ended altogether. 
..When I requested that they not shred the deposit slips that were within the stated time frame until a full investigation had taken place. She flatly refused saying that was not protocol. 
She stated that even if they found my deposit in her computer there was no way to prove it was mine. 
Stated that reviewing camera footage was unlikely due to lack of manpower, which is shocking given that we are talking about a missing {$1000.00} cash deposit. 
She let me know that the investigative process would involve them sending my image from the camera footage to XXXX XXXX to verify that I was the one who filed the complaint. This left me feeling very insecure as to the outcome given her treatment of me so far. 

Her behavior was not only unprofessional but deeply concerning. This is how PNC Bank employees treat customers when their money goes missingwith irritation, dismissal, and no urgency whatsoever. Instead of conducting a real investigation, she seemed more focused on shutting down my concerns as quickly as possible. 

Despite the negative experience with XXXX XXXX, I would like to acknowledge one employee who was genuinely helpful acting behind the scenes. 
I do not have her name at this time but will get it because she should be acknowledged as being genuinely concerned and contributed whatever she could to assist. However, XXXX XXXX acted as if she was the highest authority In the branch and took complete control of the situation. I did not find out until she handed me her card at the end that she was only the Assistant Manager, had I known this I would not have wasted my time speaking with her.

I would also like to add that as the case escalated, I narrowed it down to 5 dates that they should examine first which could have potentially made their investigation significantly easier.

When I made the deposit I actually felt extremely relieved that all of that cash was safely in the bank. Boy was I wrong! The way PNC Bank has handled my case sends a clear message : individual customers do not matter. It appears that unless you are a major account holder or a corporate client, your concerns are dismissed without proper investigation. 


Pattern of Misconduct & Lack of Accountability This is not an isolated incident. Other customers have reported similar issues at this same PNC branch, yet the bank refuses to acknowledge or investigate a potential pattern of misconduct. PNCs refusal to provide transparency, coupled with their unwillingness to properly investigate missing deposits, suggests a systemic failure in protecting customer funds.

Company response to consumer: Closed with explanation