PNC Bank 3920 Colony Road, Charlotte, NC 28211

"PNC is the most difficult bank to work with hands down as soon as I can move my relationship away from PNC I will"

"Used to be the most personal and safe bank to use. Now our funds are safe, it is still great online banking, if only every transaction could be at the atm or mobile banking. But alas reality is it cannot be. To have to go inside be prepared to spend a lengthy visit. No deposit forms readily available. No tellers at the ready. Sit, relax a spell while one of their 2-3 officers in their offices can help you. Geesh! Really! Faster to pump gas than visit a PNC bank. ."

"I was robbed at gun point, kidnapped, and forced to withdraw money from my PNC National Association bank account.  This took place during the evening hours of Dec 9th/10th, 2019. In 4 separate transactions, I was forced at gunpoint to withdraw a total of $3000 and to turn it over to the robbers at the threat of my own life.  I had also been forced to move money from my interest checking account to my standard checking account in order to be able to withdraw it.  Throughout this ordeal, guns were physically held to my head and one shot was fired when one of the assailants did not think I was moving fast enough.  After the robbers dropped me off in a parking lot, the first thing I did was to call the police to report the crime, and the next call was to PNC’s customer service department to let them know of the incident and its details. The service and support that I have received from PNC National Association, in the weeks following this incident, has been frustrating, infuriating, and really cannot be described as “customer service”.  In short, despite their written policy of refunding all fraudulent transactions made, PNC National Bank has refused to refund any of the $3000 that was stolen from me. In the two months since this event, I have had to spend many hours on hold with customer service, have had to wait 10 business days for responses, and have been left on hold and passed around to virtually everyone it seems to try and resolve this situation.  On a few occasions while following up, I also found out that a few customer service representatives never did anything at all, although saying they had filed reports, it turned out that they never did.  I met yesterday with a bank representative who again said that “my appeal had been moved up to another department”.  This is now the 4th time of going through this process, and we are now 50 days past the actual incident. I have repeatedly been told that since I “willingly” withdrew the cash, that they were not responsible, and that this situation is tantamount to someone falling for a scam.  I was also told that since I was the only person in the ATM video (the assailants were not seen) that I could not prove that this happened to me.  Although, I told them many times that the vehicle I was kidnapped in is easily seen pulling away in the video.  They also described how I could have “withdrew the cash myself in order to commit fraud”.  They have completely ignored the fact that the police arrested one of the individuals, charged him, and that he admitted multiple times to this event occurring exactly as told.  They have ignored the police report I have given to them multiple times, and have failed to even follow up with the police.  Keep in mind that throughout this entire ordeal, I literally had multiple guns to my head and was repeatedly told that I would be killed for not complying.  The notion that this is akin to a “scam”, or that I attempted to commit fraud is infuriating. When I met with a manager yesterday, he largely claimed this was not PNC’s responsibility. It was not until I brought up filing a BBB complaint that he took my matter seriously. He had previously suggested I tell my attackers that I forgot my PIN number. They have the detectives phone number, they have the case report, and incident number. One arrest has already been made. I am a long time customer here, and am very disappointed. It is unacceptable that a bank would advertise all fraudulent transactions will be reimbursed and then do not do that.  But it is unbelievable that they would compare this to a scam, and it is completely ludicrous that I “should have told the attackers I forgot my pin” in order to deter the robbery.  I have been more than patient in dealing with “customer service” in regard to this incident.  I have abided by the “10 business day response” rule even though that stated amount of time needed is completely arbitrary."

"I was in Charlotte to handle family business and went to the Cotswold branch to access a parent's account with the correct documents in hand. I was asked if I'd already filed the paperwork with PNC bank, which I hadn't, and told there would be 'a waiting period.' That's not a normal procedure. I left and took my documents to this PNC branch, was treated very politely and they handled my request quickly. There was no filing of forms and no waiting period. Great service here."

"The Branch manager is Bryan is very knowledgeable and helpful. He is the reason I switched my business account from BOA to PNC. PNC on Colony branch manager is the best experience I have had in a long time with a financial institution."