Consumer complaint received 2025-02-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: PNC Bank N.A.
State: OR

Complaint narrative:
CFPB Complaint PNC Bank Account & HELOC Closure Without Justification Description of What Happened : I opened a PNC checking account and HELOC fully online in [ XXXX ] and completed all identity verification requirements, including secure document submission and a notary visit to my home to verify my identity. Despite successfully opening these accounts and making multiple deposits, PNC suddenly locked my access, closed my account, and refuses to provide a clear explanation. 

When attempting to escalate the matter, I tried to contact PNC 's XXXX Customer Relations via their corporate email, but my email bounced back as undeliverable, preventing me from reaching anyone for resolution. 

Additionally, I continue to receive monthly payment notices for my HELOC, but since I have no access to my account, I am unable to make these payments. This XXXX be damaging my credit, and I have no way of resolving the issue because PNC refuses to provide access or alternative payment methods. 

Timeline of Events & My Actions Taken : XX/XX/year> : I deposited {$2500.00} via XXXX into my PNC account. 
XX/XX/year> : I made XXXX additional XXXX transfers of {$500.00} each. 
XX/XX/year> : I transferred {$100.00} via XXXX and made another phone call to PNC after noticing issues accessing my account. 
XX/XX/year> : I sent another {$500.00} via XXXX without knowing my account was inaccessible. 
XX/XX/XXXX, XXXX, XXXX, XXXX, and XXXX, 2025 : I have made multiple calls to PNC customer service attempting to resolve this issue, but I am only being told that my account is closed due to " suspicious activity '' without any further details or written explanation. 
Mailed Notices from PNC : PNC reportedly sent me some mailed letters, but they never contacted me via email or secure message. Since I was able to log in at the time, I assumed everything was fine and did not think the letters required urgent action. 
XX/XX/year> : I was officially informed by PNC that my account was closed and that I would have to visit a branch in person to resolve the issue. 
XX/XX/year> : I attempted to escalate my concerns to XXXX XXXX XXXX XXXX via email, but the email bounced back as undeliverable, preventing me from contacting anyone for resolution. 
Ongoing : I continue to receive HELOC payment notices but have no way to pay due to my account being closed. This XXXX be negatively impacting my credit through no fault of my own. 
Unfair & Unreasonable Treatment : PNC accepted my application online but now refuses to resolve this issue remotely. 

I was fully approved for my HELOC and checking account via secure mail and a notary-confirmed identity verification. 
Now, they suddenly claim I must appear in person at a branch to resolve the issue, even though I live in Oregon, where PNC has no branches. 
PNC is forcing me to spend money and take time off work to fix their mistake. 

PNC is requiring me to fly to California ( over XXXX miles away ) and take time off work just to resolve a situation that I was never properly informed about. 
This is not a reasonable or fair requirement, as I was able to open my account remotely and should not have to incur travel costs to keep it. 
PNC is withholding my funds and not explaining why. 

My deposits and transactions were made in good faith, yet I am now unable to access my own money. 
They refuse to tell me what specific " suspicious activity '' caused this, and I have had no opportunity to verify my identity or resolve any concerns they XXXX have. 
XXXX XXXX XXXX is Unreachable. 

I attempted to escalate my concerns via email to XXXX XXXX XXXX XXXX, but the email bounced back, preventing me from even seeking assistance at a higher level. 
This raises concerns about whether PNC is intentionally avoiding consumer complaints rather than addressing them. 
XXXX Payments Are Due, But I Am Locked Out of My Account. 

I continue to receive HELOC monthly payment notices but have no access to make payments due to PNCs decision to lock my account. 
This could be negatively impacting my credit, despite the fact that I want to make payments and am unable to. 
I want to keep my account open and continue banking with PNC. 

Despite everything, I want access to my account and the ability to keep it open. However, I feel I am being unfairly and unreasonably restricted. 
Resolution I Am Seeking : Immediate clarification of why my account was locked and closed. 
Restoration of my account and HELOC, or at minimum, access to my funds. 
A remote resolution option that does not require me to fly out of state to fix this. 
A guarantee that I will not be penalized for missing XXXX payments due to PNCs actions. 
Assurance that PNC will not report this to credit bureaus in a way that damages my credit. 

PNCs handling of this situation has been unfair, non-transparent, and has placed an undue burden on me. I am requesting the CFPB to step in and require PNC to provide a fair and reasonable solution.

Company response to consumer: Closed with explanation