Consumer complaint received 2025-09-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: PNC Bank N.A.
State: MI

Complaint narrative:
On XX/XX/year> a transaction was posted to my checking account from XXXX Mortgage. PNC offers a service to their customers that they are granted additional time to get funds into the account so, the transaction is not returned. I had until XXXX XXXX  XX/XX/year> to get my account current. I called PNC right around XXXXXXXX XXXX XXXX XX/XX/year> to confirm that the transaction had not been returned and that I had the time to get money in the bank. The lady I spoke to put me on hold and confirmed that the transaction had not been returned and that as long as I had funds to cover the transaction by no later than XXXXXXXX XXXX that it would be paid. She did tell me to call in once the money was deposited to ensure this. I got the funds deposited directly into my account XXXX XXXX  ), I then called the bank and the lady I spoke with again put me on hold and came back saying that there was no problem and that the transaction was going to be paid. I had enough money in the back to cover the mortgage payment. This call took place about XXXXXXXX XXXX XXXX on XX/XX/year>. About XXXXXXXX XXXX XXXX, XX/XX/year> I got a text saying that I had a positive balance in my checking that alerted me to call the bank again. I asked customer service guy why I had this money in my checking, I explained that the mortgage transaction was supposed to be paid. After going round and round realizing nothing he could do asked to talk to a supervisor. Upon speaking with the supervisor asking him to reach out to someone to stop the transaction from being returned he told me nothing could be done. He did file some kind of complaint internally but said it would be XXXX to XXXX hours to hear back from someone. His name was XXXX. At this point I asked for the direct number to the bank where the cash deposit was made earlier in the day. It was at the XXXX XXXX XXXX on XXXX XXXX. I got a lady by the name of XXXX on the phone this was around XXXX XXXX XXXX. I explained what happened and what was going onto her. She said she was going to talk to her manager to see if there was anything that they could do. She called me back at around XXXX XXXX and told me they sent a message to the department that returns items for insufficient funds to not return the payment. She said because of the time of day that the was no guarantee but at least they tried. Needless to say, the payment was returned. I believe I got a call from a lady named XXXX on the XXXX or the XXXX. I spoke to her about everything asked her to have the bank review that phone calls that are all recorded gave her all the times and details of what happened. I also requested that PNC give me a letter to indicate that the funds were in my account and that the transaction should not have been returned. This way it could be presented to my son 's mortgage company so, they would not report negatively on his credit report and his grandparent 's credit report ( They are all on the mortgage ). She said she would reach back out to me but, kept saying that they will not give a letter. I just got a call from XXXX today XX/XX/year>. She said they bank is not going to do anything about it and they did nothing wrong. This is where I am at so, now I am asking that they be investigated for this wrong doing.

Company response to consumer: Closed with explanation