Consumer complaint received 2025-06-24 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: PNC Bank N.A.

Complaint narrative:
I am writing to follow-up with the cases XXXX / XXXX / XXXX. I received a very careless and unprofessional response from PNC. The agents dealing with this case acted as if there has not been a critical internal failures that spanned over months. The agent I had on call the day I finally decided to raise this complain explained to me that making international transfers and ACH payment was impossible due to internal issues. She recommended that I used third parties. I did while on call and she monitor the attempt to get ACH approval for the payment to be processed.

When ACH attempts failed, she acknowledged that this alternative was blocked due to another internal issue within PNC banking system. Then, she recommending XXXX money to friends so that they can make rent payments on my behalf. Little did she know that I have been doing this for months and my friends should not be bother every month for a service PNC banks claims to provide to customers. 

Even the payment I was finally able to make in XX/XX/XXXX, which PNC bank used as an alibi to claim that it was processed successfully, and that my comolaint was void to the CFPB was void, seems to have not be received in due time by my landlord. As a result, I am facing threats of expulsion, and potentially expecting lawsuit for unpaid rent. How can this ever happen when my accounts were furnished and the funds available for these payments? 

While my time here in XXXX is critical and limited ; while I am expected to return back to the USA in XX/XX/XXXX to resume with teaching responsibilities, I now might have to look for another temporary housing by XX/XX/XXXX if my lease is not renewed. The reason why it might not be renewed, as can be seen in the attachments, it is because of unpaid rents. These critical payment failures did not stemmed from the time I raised the issue. I have proofs that can show how I found alternative solutions. For instance, I XXXX friends with US bank accounts at least between XX/XX/XXXX to XX/XX/XXXX, and even later, if my memory doesn't fail me, so that they could pay my rent on my behalf because I couldn't successfully complete these tasks myself via PNC app. 

PNC agent claims who responded to my case on CFPB claimed she/he was not able to contact me, I guess via my US phone number. However, I have two phone numbers registered with my PNCaccount ( a US and a XXXX phone number ). I wonder if I was also contacted on my XXXX number? Or he/she did not deem it necessary. She/he could make it seem as if failure to contact me is an irrevocable proof that this case can or should be closed without further ado, despite all the frustrations and stress it has nurtured over these past months. 

I am very concerned with this PNC customer service, especially when this happens when a student is relying on her bank during research abroad. The response received seemed very careless and unprofessional, as if we were fist-fight. It was as if the PNC bank did not address this issue in due time, despite its emergency, crossing fingers and expecting me to attempt to complete a transaction, then claiming the service has been working all this while. Was this a trap? a setup? 

I am very scared by these ways of attending to customers in general, and student in personal. It seemed the agent dealing with this case lost sight of expected professionalism, care, and fairness. This not a a chess set!

Company response to consumer: Closed with explanation