Consumer complaint received 2025-05-12 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem making or receiving payments
Company: PNC Bank N.A.
State: NC

Complaint narrative:
On XX/XX/XXXX, PNC Bank withdrew {$3100.00} from the joint savings account I share with my husband. His car payment was due XX/XX/XXXX, XXXX days before. We had XXXX deaths in our family, and were dealing with XXXX when this happened. I tried to explain why we were XXXX  days late, due to the worst family emergency we have ever had to deal with. The funds were taken to cover an auto loan that is solely in his name. I am not listed on that loan, nor did I co-sign or agree to be financially responsible for it. I had no prior knowledge of the withdrawal and did not receive any notice, warning, or opportunity to respond. What makes this even worse is the timing and the complete lack of compassion or communication from PNC. The payment on the loan was due just XXXX days earlier, but we were out of town grieving a death in our family. XXXX of our loved ones passed away the day before the off-set, and we had traveled to be with family during that time. While we were out of town handling funeral arrangements, PNC took every dollar from our savings account, leaving us with a {$0.00} balance. When we returned home, we had nothing. Not a single dollar left in our account. No warning, no call, no email. Just a complete seizure of funds I played a major role in earning. 

We later learned from PNC that they did not even attempt to draft the monthly payment from the account we had on file. Instead, they withdrew the full loan balance from our savings account, without notice and without trying the scheduled draft from our checking account first. When we asked why the auto-draft wasnt used, we were told that we were expected to call each month and verbally authorize the draft, even though we believed the account was already set up for monthly payments. That makes no sense and defeats the entire purpose of auto-draft. In all of our experience with auto-pay, weve never been required to re-authorize it every month. Had they simply drafted the monthly payment as expected, this entire situation could have been avoided. 

I reached out to PNC immediately after discovering the offset, and on every phone call, I was told that I had signed an agreement at account opening that permitted them to take my funds. They repeatedly insisted I had signed paperwork agreeing to this. But after continuing to press them and asking for a copy of this supposed agreement, I was finally told something very different. The last representative admitted that because I opened my checking and savings accounts online, there is no signed document and no signature card on file. They could not produce any proof that I ever saw or understood any clause authorizing PNC to seize my funds for someone elses debt. They claimed that clicking " accept '' online constituted agreement, but could not show that I was ever clearly presented with the offset clause at the time I accepted the terms. They also said a copy of the agreement would have been sent to me after I clicked accept, but the representative could not provide any evidence or confirmation that it was ever actually sent. Additionally, our account was opened well before the auto loan existed, so we were not shown or informed of any loan-specific disclosure at the time. We had no reason to believe that my individually earned funds in a joint account could be seized for a loan that wasnt mine, especially when we didnt even have a loan when we opened the account. 
Despite pointing out these major contradictions and asking for documentation, PNC refused to reverse the offset. Ive made multiple calls and explained the financial and emotional devastation this has caused my family, but their final answer was simply that theres nothing we can do. 

Additionally, its important to note that the car in question was stolen on XX/XX/XXXX, and later recovered by police on XX/XX/XXXX. I have police reports and documentation confirming both dates, but PNC refused to acknowledge or accept them at the time. The vehicle was ultimately charged off and placed under a new agreement in XX/XX/XXXX. Any notices or communications sent before that point, including the last one we received in XXXX, do not apply to the current terms of the loan. Since the vehicle was stolen for over XXXX months, we were not operating under the original loan terms during that period. After the vehicle was recovered and the charge-off processed, we never received any updated loan agreement, terms, or clear communication. PNC also sent no statements or payment notices between the recovery of the car and the offset on XX/XX/XXXX. The next communication we received was after they had already taken the {$3100.00}. This means there was no updated documentation, no clear terms, and no warning leading up to the offset, even though the account had been restructured months earlier. 

I am now facing eviction because my late rent is due in XXXX days ( the XXXX ). My electricity is at risk of being cut off on the XXXX, and I have XXXX family funerals this week. I will likely not be able to attend or be there to support my family through the hardest time we have ever been through. I have children relying on me, and we are on the verge of losing basic stability. PNC has refused to provide documentation, refused to reverse the funds, and refused to take responsibility. PNCs actions were not only legally questionable but deeply inhumane. We werent XXXX days late ; we were XXXX days late because we were mourning a death. And their response was to take everything. I am requesting a full investigation into this incident and asking that the offset be reversed immediately. I do not believe PNC followed federal or North Carolina consumer protection laws in taking funds from a joint account holder who was not liable for the debt. The hardship they have caused is immense and deeply unfair. Im requesting an urgent return of my funds due to the lack of legal consent, failure to notify, and severe harm caused to my family in a moment of already unbearable grief.

Company response to consumer: Closed with explanation