Consumer complaint received 2025-04-03 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: PNC Bank N.A.
State: OH

Complaint narrative:
On XX/XX/year>, my wife XXXX XXXX XXXX PNC transfer portal was used to request the transfer of {$5500.00} from her XXXX XXXX XXXX account to our joint PNC checking account. On XX/XX/year>, XXXX XXXX deducted the {$5500.00} from the savings account and sent it to PNC Bank. I called PNC Bank XXXX XX/XX/year> and asked why the funds had not been deposited to our PNC checking account. The PNC representative informed us that PNC stopped the transaction and would return it to XXXX XXXX XXXX. On XX/XX/XXXX, we contacted PNC Bank and filed a dispute because the {$5500.00} had not been returned to XXXX XXXX. On XX/XX/year> PNC Bank sent a letter ( attached ) indicating they could not substantiate the claim, gave a tracer number, and asked us to pursue the issue with XXXX XXXX. XXXX XXXX researched the tracer number and confirmed that they sent the money to PNC Bank. XXXX XXXX provided a written statement ( attached ) documenting this. We then did a XXXX way call with PNC and an XXXX XXXX representative. XXXX XXXX again shared that their system shows the funds were sent to PNC and gave the PNC rep a tracking number to check PNC 's system. The PNC representative said they would conditionally credit our account the {$5500.00} if the issue were not resolved within 10 days. On XX/XX/XXXX, we received another PNC letter ( attached ) with the same words as the XX/XX/XXXX letter. We again called PNC and requested the documentation PNC relied on to make the decision as the letter indicated we could request. PNC then escalated the complaint to XXXX XXXX XXXX ) in the PNC XXXX Department. Around XX/XX/XXXX, XXXX contacted us and said PNC could not provide written documentation on how PNC decided they could not substantiate the claim. She then said PNC has our {$5500.00} on hold and needs us to ask XXXX XXXX to request the funds be returned to XXXX XXXX. We then did another XXXX call with XXXX XXXX XXXX The XXXX XXXX XXXX, XXXX, told XXXX that PNC has to send XXXX XXXX a request to return the money via the transfer system before XXXX XXXX can get the {$5500.00} back to our savings account. On XX/XX/XXXX, we called XXXX at PNC and let her know XXXX XXXX has not received the request from PNC to return the {$5500.00} via the transfer system. XXXX said PNC Online Banking again told her to have us ask XXXX XXXX to send a request to PNC to return the {$5500.00}, even though she told them XXXX XXXX said this was not possible. XXXX XXXX indicated that since PNC has the funds on hold, PNC would have to initiate the return of the funds via the transfer system. XXXX then transferred us to XXXX in the PNC XXXX XXXX Department. XXXX said all he could do is submit another claim with the same information XXXX had already provided. I told him I had no confidence he would get back a different answer since that was the same information XXXX had submitted. We lost phone contact, so I then called the manager at my local PNC branch, XXXX XXXX. XXXX said all he could do was submit another claim with the same information. I then call XXXX banking and asked to be reconnected with XXXX. I was instead transferred to XXXX. I told XXXX about the situation and asked to talk to a supervisor. He said he submitted a request to have the supervisor, XXXX, call us. On XX/XX/XXXX more than XXXX hours have passed, and XXXX has not called. PNC still has our {$5500.00} on hold. We called XXXX XXXX and they confirmed PNC has still not requested to transfer the {$5500.00} back to XXXX XXXX.

Company response to consumer: Closed with explanation