Consumer complaint received 2021-09-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: PNC Bank N.A.
State: HI

Complaint narrative:
I have a checking account with BBVA which is now part of PNC Financial Services Group , Inc. I only have one task/objective - closing my checking account with them. 

On or about XX/XX/21, I called BBVA 's customer service number and was informed that I need a XXXX balance in order to close my account. Accordingly, I initiated an electronic transfer for {$4400.00} ( my remaining balance with BBVA ) to an external bank account later that day. The BBVA website indicated that they will charge me a {$3.00} fee ( which I am okay with ) and the maximum amount for a transfer is {$5000.00}, which was not a problem as my transfer was less than that threshold amount. 

The status of the foregoing transfer was " UNDER REVIEW. '' On or about XX/XX/21, I submitted an online inquiry regarding this status because I wanted to remedy any issues so my transfer wouldn't get denied. I attached the response BBVA provided to me indicating that the status may be due to its large or unusual amount. They also informed me to contact its Enterprise Fraud Department ( EFD ) by telephone. 

On XX/XX/21, I received a text from BBVA informing me that the transfer " for {$4400.00} previously under review has been blocked. '' Attached is a true and correct copy of that text. BBVA did not provide me any reasons as to why my transfer was blocked. 

Since XX/XX/21, I have been calling BBVA who has been playing ping pong with me by transferring me to different departments, including the EFD. No one has been able to give me any answers and I have been on the phone for approximately two hours. On XX/XX/21, I received a message from BBVA ( attached ) which can be accessed when I login onto their website and informed me that the transfer was denied because it was not verified by the EFD. However, I have already called the EFD who has told me they are unable to help me. Also, shouldn't EFD contact me to verify before outright denying the transfer? 

On XX/XX/21, after many calls, I made one last call to ask if they have an email address and XXXX, the representative, said BBVA does not have any. Instead he suggested I go to a local BBVA branch. I informed XXXX that I live in Hawaii and there are none here. He said that calling appeared to be only way I could address my complaints as I told him my frustration of having no one help me over the phone. I also asked if there was an address I can write a letter to and he said there was none. 

XXXX suggested I fax a request to BBVA to close my account which needed a notarized signature. I asked how long would it take to process and he said approximately a month. 

I also googled PNC as I could not find any support from BBVA and discovered an email address, XXXX. Unfortunately, I sent them an email regarding my foregoing concerns and the email bounced back which I have attached. 

I feel that BBVA/PNC have been misleading and deceptive in making it difficult to close my bank account. I believe they are unlawfully holding my money and withholding important information as to why my transfer was blocked. It is unfair that I have to get a written request notarized which may take approximately a month to process when I could do an electronic transfer which can be done in a couple of days. Also, I XXXX searched how to close my BBVA account, and BBVA provided only one form. I interpret their form as how to close an account with another bank account so you can transfer your funds to BBVA. It seems odd they they do not provide a form where you can close a BBVA account and transfer it to another account. I am frustrated that their online responses and phone call representatives are unable help with this easy and common task and those are the only two ways I can request for help. I would not be surprised if I submit my notarized request and it gets blocked/denied for unknown reasons.

Company response to consumer: Closed with explanation