Consumer complaint received 2025-02-07 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: PNC Bank N.A.
State: MD

Complaint narrative:
Since XX/XX/XXXX, PNC Bank has charged our company approximately {$420.00} per month for a lockbox service that was never correctly set up or functioning as expected. The total amount charged to date is roughly {$3400.00}. 

We migrated our accounting systems between XXXX and XX/XX/XXXX. Once the migration was completed in XX/XX/XXXX, we noticed that clients who mailed checks to the lockbox were experiencing significant issues. Many checks were returned as undeliverable, while others were never returned. This ongoing issue has harmed our business operations and eroded client trust. 

Ongoing Impact on Our Business : PNC Has Continued to Charge Us Despite Service Cancellation. In XX/XX/XXXX, after it became clear that PNC had no intention of correcting the issue, we formally requested the termination of the lockbox service and a full refund of all fees paid, including initial configuration fees. Despite this request, PNC has continued charging us for the service, adding to the financial burden caused by their failure. 
Clients ' Funds Are in LimboSome clients who mailed checks to the lockbox never received them. As a result, they are unable or unwilling to issue new checks until their banks resolve the status of the missing payments. This has created significant delays in our ability to receive funds. 
Erosion of Client Trust The confusion surrounding the missing checks has damaged our credibility with affected clients, some of whom are also PNC customers. Our inability to assure clients that mailed payments would be processed has undermined our business relationships. 
Significant Additional Operational Costs and DelaysSince PNCs lockbox service failed, we were forced to process checks manually to continue operations. 
We had to inform all clients to stop using the lockbox and instead mail checks to our local po box . However, this process has been slow because clients do not always update their systems quickly.

Instead of a streamlined lockbox process, we must now send staff to the Post Office to collect mailed checks, manually process them, and then send someone to the bank to make depositsadding significant delays and operational costs that we would not have incurred had PNCs service worked properly.

Actions Taken by Us : Reported the Issue We raised concerns with PNC Bank multiple times since XX/XX/XXXX, providing extensive documentation, including : Returned mail from the USPS USPS case numbers and notes Client correspondence confirming missing checks Requested Investigation Despite overwhelming evidence, PNC Bank initially assumed the problem was due to errors on our or our clients part. No action was taken until we provided clear proof that the issue was between the bank and the post office. 
Suggested Simple Troubleshooting Steps We repeatedly requested that PNC Bank : Call the post office to verify mail handling issues. 
Mail a test letter to the lockbox address to confirm delivery. 
Actively track and escalate the issue internally. 
PNC refused to take these basic steps, delaying resolution for months. 
Escalated the Complaint After repeated delays, we attempted to escalate the issue with PNC Treasury Management representatives and executive contacts. The response has been slow and dismissive. 
Requested Service Termination and a Refund in XX/XX/XXXX When it became clear that PNC had no intention of correcting the issue, we formally requested termination of the lockbox service and a full refund of all fees paid, including initial configuration fees. Despite acknowledging our request, PNC has continued charging us for the service. 
Requested a Letter of Responsibility We also requested a formal letter from PNC Bank accepting responsibility for the lockbox failure so we can provide it to our clients. PNC has ignored this request. 
Continued Receiving Lockbox Issues Even After Closure Ironically, after PNC closed the lockbox account, we began receiving notifications about lockbox delivery issues, further proving that there were deeper systemic issues beyond our control. 
Actions Taken by PNC Bank : Acknowledged the issue only after we provided undeniable evidence from clients and the USPS. 
Closed the lockbox, but failed to provide clear guidance or accountability. 
Continued charging us for a service we canceled, adding to financial harm. 
Delayed refund processing, stating that billing cycles must be finalized first, without offering a clear timeline. 
Refused to allow us to record conversations while requesting to record our discussions, citing company policya one-sided and unreasonable stance on transparency.

Company response to consumer: Closed with monetary relief