Consumer complaint received 2026-04-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: PNC Bank N.A.
State: AZ

Complaint narrative:
Prior PNC Reference Numbers : XXXX, XXXX Prior CFPB Case Number : XXXX Prior XXXX Case Number : XXXX Business Checking Account Ending In : XXXX This complaint is a continuation and escalation of the above-referenced matters. XXXX. Nature of This Complaint This complaint addresses PNC Banks formal written response dated XX/XX/XXXX, signed by XXXX XXXX, XXXX Client Relations, which was submitted to both the CFPB and XXXX. This response was materially deficient, factually misleading, and failed to address the specific federal violations raised in the original complaints. Additionally, PNCs handling of this matter from start to finish reveals a pattern of discriminatory treatment, complaint suppression, XXXX accommodation failures, and bad-faith investigation practices. XXXX. Misrepresentation of Requested Resolution PNCs XX/XX/XXXX response states : You are requesting for this matter to be reviewed, including the behavior of the employees and consideration for compensation. PNC then states it respectfully declines your request for compensation. This is a material misrepresentation of my requested resolution. At no point during this dispute did I request monetary compensation. My requested resolution was clearly and repeatedly stated in writing across multiple emails to XXXX XXXX XXXX the assigned XXXX Client Relations XXXX Sr : XX/XX/XXXX : Really XXXX fully written apologies explaining how wrong they were for mistreating me and admitting they were wrong. That they were at fault and specifically saying how they were wrong and how they will not do it again. XX/XX/XXXX : All they have to do is write me an apology letter. Everyone who was involved. XX/XX/XXXX : I got the response and not requesting compensation. All I want is apology letters. XX/XX/XXXX : Simply want apology letters because I did nothing wrong. PNCs XXXX Client Relations XXXX acknowledged receipt of my resolution request on XX/XX/XXXX, stating : I also acknowledge receiving the resolution you expressed in both complaints. Despite this acknowledgment, PNC fabricated a compensation request in its formal regulatory response and declined a request I never made. This constitutes a deceptive act under UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ) as PNC misrepresented the consumers stated resolution in a formal document submitted to federal regulators. Violation : UDAAP Deceptive Acts or Practices. Misrepresenting the nature of a consumers complaint and desired resolution in a formal regulatory response is deceptive conduct. This misrepresentation was material because it allowed PNC to deny relief the consumer never requested, while ignoring the relief actually sought. XXXX. Complaint Suppression Abusive Act Under XXXX During the incident at XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX, AZ XXXX ), banker XXXX XXXX limited my ability to submit a formal complaint. Specifically, XXXX XXXX informed me that my complaint could only be XXXX sentences long. This is a form of complaint suppression. The OCCs Comptrollers XXXX on XXXX explicitly identifies consumer complaints as essential tools for identifying potential violations. The XXXX states that an effective customer complaint resolution process requires banks to analyze complaint data and detect and remediate concerns. Artificially restricting the length of a complaint frustrates this process and constitutes an abusive act under XXXX by interfering with the consumers ability to protect their own interests. PNCs XX/XX/XXXX formal response completely ignored this allegation. There was no mention of the complaint suppression, no finding, no remediation, and no acknowledgment that limiting a consumers complaint to XXXX sentences is a policy or practice that exists at PNC. Violation : XXXX XXXX Acts or Practices. Restricting a consumers right to file a complete grievance takes unreasonable advantage of the consumers inability to protect their own interests. This is precisely the type of conduct that the XXXX Acts abusive prong was designed to address. XXXX. Failure to Address Discrimination Allegations My original complaints explicitly raised concerns about discriminatory treatment based on my XXXX American ethnicity. Specifically, I stated that I am XXXX American and that I believed the treatment I received was motivated by discrimination. I cited the XXXX Rights XXXX of XXXX ( XXXX XXXX. XXXX ) and the Equal Credit Opportunity Act ( ECOA ) Regulation B ( XXXX CFR Part XXXX ). XXXX XX/XX/XXXX response does not contain the words race, ethnicity, discrimination, XXXX, XXXX, Section 1981, ECOA, or Regulation B. PNC completely ignored a federal civil rights allegation in its formal regulatory response. This is not an oversight it is a deliberate omission designed to avoid accountability for potential discriminatory conduct. Under Section 1981, all persons within the jurisdiction of the United States have the same right to make and enforce contracts as is enjoyed by white citizens. A banking relationship is a contractual relationship. Being refused service, interrogated, and having my wire transfer delayed at two separate branches while being a legitimate account holder with documented invoices and earned funds constitutes interference with my right to make and enforce my banking contract. Under ECOA and Regulation B, it is unlawful to discriminate against an applicant or account holder on the basis of race or national origin in any aspect of a credit transaction. This extends to account servicing, which includes wire transfers and complaint handling. Violations : 42 U.S.C. 1981 ( Civil Rights Act of 1866 ) Discriminatory interference with the right to make and enforce contracts. Equal Credit Opportunity Act ( 15 U.S.C. 1691 ) / Regulation B ( 12 CFR Part 1002 ) Discrimination in account servicing based on national origin/ethnicity. 5. Failure to Address Regulatory Violations Cited My original complaints raised specific federal regulatory violations including UDAAP, Regulation E ( Electronic Fund Transfers ), Section 1981, ECOA/Regulation B, and ADA accommodation requirements. PNCs formal response addressed none of these by name. A competent investigation of a consumer complaint alleging specific federal violations requires, at minimum, an acknowledgment of the allegations and a finding as to each. PNCs failure to address any of the cited violations suggests that no substantive investigation was conducted. Regulation E Violation : The branch manager at the XXXX XXXX effectively delayed and obstructed my ability to complete an electronic fund transfer ( wire transfer ) from my own business checking account. There was no legitimate fraud concern I was an authenticated account holder with supporting invoices for the transaction. The managers interrogation and delay of my wire transfer was arbitrary and constitutes interference with my right to access and transfer my own funds under Regulation E. 6. ADA Accommodation Failure On XX/XX/XXXX, I informed XXXX XXXX XXXX that I have a XXXX that makes it difficult to communicate by phone and requested that all communication be conducted in writing. I stated : I am a XXXX that makes it hard to speak over the phone. I request that everything be done in writing or I will submit a complaint for failure to comply with XXXX laws. While XXXX XXXX acknowledged this request on XX/XX/XXXX, PNCs formal XX/XX/XXXX response contains no acknowledgment of the XXXX accommodation request and concludes with : please feel free to contact me directly at XXXX. This is a phone number. After being informed of a disability-related communication barrier, PNCs formal response defaults to phone contact as the primary communication channel. This demonstrates a failure to incorporate the accommodation into PNCs formal processes and potentially violates Title III of the Americans with Disabilities Act ( 42 U.S.C. 12182 ), which requires public accommodations ( including banks ) to provide reasonable modifications to their policies, practices, and procedures to accommodate individuals with disabilities. Violation : Americans with Disabilities Act, Title III ( 42 U.S.C. 12182 ) Failure to provide reasonable accommodation for disability-related communication needs. 7. Bad-Faith Investigation and Response PNCs response demonstrates a pattern of bad-faith handling throughout this matter : a ) Delayed Response : PNC took from XX/XX/XXXX to XX/XX/XXXX ( 31 days ) to issue a one-page response that addressed none of the specific allegations. b ) Misrepresented Resolution : PNC fabricated a compensation request and denied it, while ignoring the actual request for written apology letters. c ) Hidden Behind Privacy : PNC stated that privacy considerations limit our ability to share confidential or proprietary information regarding employee actions. I did not request internal HR files. I requested written apologies from the individuals involved. These are fundamentally different requests, and PNC conflated them to avoid compliance. d ) No Specific Findings : PNCs response contains no findings of fact, no determination as to whether any employee violated PNC policy, and no indication of what appropriate action was taken or will be taken. XXXX ) Ignored All Cited Violations : Not a single federal regulation or statute cited in my complaint was addressed in PNCs response. 8. Summary of Violations 1. UDAAP Deceptive Acts : Misrepresenting consumers desired resolution in formal regulatory response. 2. UDAAP Abusive Acts : Complaint suppression by limiting complaint to 23 sentences, interfering with consumers ability to protect their own interests. 3. 42 U.S.C. 1981 : Discriminatory interference with the right to make and enforce contracts ( banking relationship ) based on XXXX American ethnicity. XXXX. XXXX/ Regulation B : Discrimination in account servicing based on national origin/ethnicity. XXXX. Regulation XXXX : Arbitrary obstruction and delay of an authorized electronic fund transfer. XXXX. XXXX Title XXXX : Failure to honor XXXX accommodation request for written communication. XXXX. Bad-Faith Response : Formal response failed to address any cited violation, fabricated the consumers resolution request, and provided no findings of fact. 9. Requested Resolution My resolution request remains unchanged. I am requesting the following : 1. Written apology letters from each PNC employee involved in the incidents at the XXXX XXXX XXXX XXXX and the XXXX XXXX XXXX XXXX, specifically acknowledging their individual conduct and how it was wrong. XXXX. A corrected formal response from PNC that accurately reflects my stated resolution ( apology letters, not compensation ) and addresses each federal violation cited. XXXX. Written confirmation from PNC that a genuine investigation was conducted, including findings of fact regarding each allegation. XXXX. All future communication to be conducted in writing as a reasonable accommodation under the XXXX. XXXX. Additional Regulatory Filings In addition to this CFPB complaint, I am filing or have filed complaints with the following agencies regarding the same conduct : the Office of the Comptroller of the Currency ( OCC ), the Arizona Attorney Generals Office, and I reserve the right to file complaints with the U.S. Department of Justice Civil Rights Division ( for ADA and Section 1981 violations ), the U.S. Department of Housing and Urban Development ( for ECOA violations ), and to pursue a private right of action under 42 U.S.C. 1981 in federal court if PNC continues to refuse to address the discriminatory treatment. Under Section 1981, there is no requirement to file an EEOC charge or exhaust administrative remedies before pursuing a federal lawsuit. The statute of limitations is four ( 4 ) years. No cap on compensatory or punitive damages exists under Section 1981.

Company response to consumer: Closed with explanation