Consumer complaint received 2026-01-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: PNC Bank N.A.
State: NJ

Complaint narrative:
I'm a PNC customer On XX/XX/XXXX I performed a single ATM withdrawal for {$300.00} at a PNC branded ATM at a QuickCheck store in XXXX, NJ I've never used this ATM before. A few hours later I looked at my account and noticed there was a duplicate transaction at this ATM on the same day for the same amount. I immediately reached out to PNC, because it was a federal holiday they were closed so I reached out to them via chat. I'm assuming I was talking with someone in the XXXX that they outsource to, the person I spoke to dis absolutely nothing to help me. On XX/XX/XXXX I called PNC bank and requested to speak to someone in the US after initially being transferred to the XXXX. PNC opened a dispute and refunded me the {$300.00} duplicate transaction in question. 

I just received a letter from PNC dated XX/XX/XXXX stating their completed their investigation and my account will be debited for the {$300.00} they reversed. The letter from PNC did not even list a mailing address I could write to them at regarding their decision instead it listed a phone number to call for more details regarding the investigation. I called the number and the call was sent to the XXXX, I requested to speak with someone in the US and I spent about 1 hour speaking with people in the US and the Philippines they just kept transferring me around and no one provided me any assistance. Last person I spoke to in the US I told them I wanted to file a complaint and they were going to escalate the issue. 

I disagree with the decision made by PNC. I only performed XXXX transaction at the ATM for {$300.00}, I did not perform two transactions, I want PNC to provide me with the ATM time for each transaction and just as important video from the ATM or the location showing me at the ATM. This information will clearly show that I only performed a single transaction on XX/XX/XXXX at this ATM. I have visited the police department to file a complaint but since this is a civil matter they are limited on what they can do. I have also visited the XXXX location where the ATM is looking for the store manager so that I could discuss how I can obtain the video, there is a camera right above the ATM which will be able to clearly prove my story. The manager was not there and I was told to call the store today which I will. PNC should be able to easily obtain the video from the ATM if the machine has a camera built in or from XXXX. The police department told me if it helps facilitate things they can send a police office to the XXXX. Based on how quickly PNC performed this investigation it's clear to me that either they did not investigate the issue at all or it was very poorly investigate. I also work for a bank, I hold a XXXX XXXX position and I have close to 30 years background in XXXX and have experience with XXXX ATMs and their software and the folks in XXXX that make and support the software that runs these ATMs. This is clearly an issue with the ATM/Software or an issue with the process PNC uses that takes the ATM transactions and posts them to the account.

Company response to consumer: Closed with explanation