Consumer complaint received 2025-08-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: PNC Bank N.A.
State: OH

Complaint narrative:
CFPB Complaint " PNC Verification Harassment Unanswered Policy Questions '' Complaint Title : Supplemental Complaint Verification Harassment and PNCs Failure to Respond to Specific Inquiries Summary of the Issue : This is a supplemental complaint to prior CFPB submissions regarding PNC Bank. Despite raising a detailed complaint on XX/XX/XXXX ( Case ID XXXX ) regarding excessive and retaliatory verification requirements, PNC has responded with a generic boilerplate that completely ignores the 19 verification-related questions I submitted for review. 

Their non-response demonstrates not only a refusal to resolve the harassment but an ongoing pattern of evasion and lack of transparency about how they are treating customers who file complaints. 

Nature of the Verification Harassment : PNC phone representatives have recently required 10+ pieces of personal information far beyond industry standards to speak with a customer, despite successful text code verification. These items include : Full 16-digit debit card number Full account number Current and previous state-issued drivers licenses Full address Full SSN Date of birth Specific branch where account was opened ( from XXXX ) Amount of most recent withdrawal Full email address This far exceeds the XXXX items typically used to verify banking customers and appears to be uniquely applied to me in retaliation for my earlier CFPB filings and police reports related to disputed account activity. 

PNC Has Ignored These Critical Questions : PNCs response failed to address or even acknowledge the following specific questions included in the original complaint. These must be answered : Verification Policy : What is PNCs standard verification procedure for existing customers? 

How many items are usually required for verification? 

Can PNC provide their written verification policy? 

Why is 10+ items needed in my case when others need XXXX? 

Purpose of Specific Requirements : 5. What security value does a XXXX branch opening location serve? 
6. Why request an expired Virginia drivers license?

7. What identity value does yesterdays withdrawal have?

8. Why require full 16-digit debit card over the phone?

Timing and Potential Retaliation : 9. When did PNC change verification rules for my account?

10. Were these changes made after my CFPB filing?

11. Are these practices applied universally or just to me?

12. Is this retaliation for consumer complaint filings? 

Training and Internal Practices : 13. Who trained staff to enforce 10-item verifications?

14. Can I speak to a supervisor who uses standard procedures?

15. Can my account be flagged for normal verification only?

16. Can I receive written documentation of the policy?

17. Will PNC note that excessive verification is harassment?

18. Can I speak with someone who uses normal protocol?

19. Are 10-item verifications used for all customers? 



Why This Matters : The continued refusal to answer my questions not only delays resolution, but enables future abuse and creates a hostile banking environment. No customer should be punished for filing valid complaints with regulators. 

I am therefore asking CFPB to : Require PNC to provide a detailed, itemized, question-by-question response. 

Investigate whether PNCs policy represents retaliation, abuse of internal security protocols, or consumer rights violations.

Company response to consumer: Closed with explanation