Consumer complaint received 2025-11-24 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: PNC Bank N.A.
State: MO

Complaint narrative:
I am filing this complaint to supplement my prior CFPB submission regarding PNC Banks handling of my XXXX {$1000.00} ACH disputes and the conduct of the Executive Client Relations team. This filing contains critical factual clarifications and raises a concern about differential treatment based on race/ethnicity, due to repeated patterns I have experienced.

1. PNCs Executive Client Relations team has been unreachable despite more than XXXX documented attempts Despite repeatedly telling me I could reach out anytime, PNCs Executive Client Relations representative has been entirely unreachable : Over XXXX calls, multiple voicemails, and multiple emails resulted in no returned contact. 
PNC sent me repeated emails inviting me to reach out, despite never answering. 
On XXXX recorded phone calls, PNC agents dialed the Executive Client Relations representative while I was on the line; both times, I was told she was away from her desk.

A separate agent stated she informed her manager and left a note instructing the representative to call me back within XXXX hours. No call was ever returned. 
On XX/XX/XXXX, I was assigned to a second XXXX XXXX Relations member ( number : XXXX ), who likewise never responded. 

This reflects a systemic inabilityor refusalto assist when help is specifically requested. 


2. PNC agents repeatedly failed to record details, provided wrong instructions, and forced me to repeat my statements Beginning in late XXXX : I clearly explained that both transactions were the result of a scam, supported by a police report and available evidence. 
I later learned that the first PNC representative failed to document essential information, forcing me to re-explain everything. 
Another agent gave me a wrong phone number, claiming it was the dispute department ; it turned out to be basic customer service. 
I was then told I needed to file a new dispute, costing additional time and adding confusion caused entirely by PNCs internal errors. 

These failures materially contributed to the mishandling of my case. 

3. Multiple PNC agents affirmatively told me both disputes were approved and the funds were permanent This is the most serious issue and the primary reason for this complaint. 
A PNC representative on the phone confirmed that both disputes were approved and the {$2000.00} was back for sure. 
I explicitly asked if the funds could be removed again. I was told the answer was no. 
Immediately afterward, I went to a PNC branch in XXXX XXXX. 
The branch agent reviewed my account. 
The branch agent stated both disputes were approved, and The branch agent stated the funds were back in my account. 
Security footage will confirm this in-branch conversation. 

PNC later removed {$1000.00} without warning, contradicting what their own employees repeatedly assured me. 

4. PNC continues to repeat the same non-responsive explanation Every PNC representativeincluding in the letter submitted to CFPBhas simply repeated the same statement : The second dispute was denied. 

I am fully aware it was denied, after XX/XX/XXXX, even though I was informed by multiple agents that the disputes were both approved. 
What I have sought for months is substantive resolution, not repetition of a fact that provides no path to remedy. 

5. I am raising a serious concern that my race or ethnicity may have impacted the way my case was handled I have hesitated to bring this up, but the consistent pattern described above forces me to address it formally.

Throughout this entire process, I have experienced : continual dismissal of my explanations, repeated failures to record my statements, incorrect instructions, contradictory information from agents, complete non-responsiveness from PNCs Executive Client Relations team, and an unusual level of resistance compared to other customers whose experiences I am aware of. 

At no point did any PNC representative attempt to explain policies, clarify procedures, or provide the basic level of support a customer is entitled to. Instead, I received repeated shutdowns, misinformation, and neglect. 

Given my racial and ethnic background, and given the intensity and consistency of these patterns, I am concerned that I have not been treated with the same level of respect, clarity, or responsiveness extended to other customers. This is not an accusation ; it is an observation based on repeated experiences that regulators must take seriously.

PNCs conduct raises legitimate questions about whether implicit bias played any role in how my case was handled and why I was repeatedly dismissed or ignored for months even after filing a police report and providing evidence. 

6. My request is unchanged : restoration of the {$1000.00} removed from my account Nearly XXXX months have passed since the initial disputes. 

The delays, denial, and confusion occurred because : PNC failed to record critical information, PNC provided inconsistent explanations, PNC misrepresented the dispute status multiple times, and PNCs Executive Client Relations representatives have consistently ignored all attempts at communication.

I am requesting CFPBs intervention to ensure that PNC restores the {$1000.00} removed after their own agents confirmedverbally and in-branchthat the disputes were approved and the funds were secure.

Company response to consumer: Closed with explanation