PNC Bank, LOUISVILLE MAIN BRANCH

FIVE Contacts about problem and still not fixed!
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by 2TiredCustomer, May. 08, 2018

I have been a  bank customer since 1978 when PNC took over a smaller bank in Oldham co.  That's 40 years folks!   In Jan 2018,  I receive my statement in the mail as I alway have and prefer, and the copies of the check were not included for some reason.  So I call PNC and told them I didn't receive my check copies.  The girl said she would fix the problem.  I'm like great.

 Feb 2018 I get my statement no copies of the checks are returned.  I call again to the PNC 1-800 number Complained to the CS girl again and asked her to mail me Jan and Feb canceled checks.  She said she would.  What did I receive?  Not the Copies of the checks but Jan and Feb Statement face pages.  I
'm thinking to myself really?  really?   What has happened to customer service?

March 2018 - I get statement -no check copies.  Again this is become absurd.
So I stop on into the location on Taylorsville road by the Snyder Freeway and go through the drive thru.  I live in Shelbyville so this is a special trip into town to deal with my statement problem.  I figure a face to face contact will solve the problem and I got some cash.  I don't carry debt cards and I don't bank on line. Because everytime I've tried to go on line they say my pass word has expired and I have to find a new one.  How ridiculous?

The teller says she will fix the problem, but I should consider banking on online to see my checks anytime.   I did not want to go into the entire problem I've had with trying to get into my accounts.  I have more then one with PNC.

April 2018- I receive my statement.  Guess what folks. -  NO CHECK COPIES!  As I roll my eyes.  So this time I'm going to go into the bank and get this problem solved once and for all.  I walk into the Lake Forest branch and ask to speak to a manger.  The Millennial girl at the desk asks if she can help me.  I said, yes I'd like to see a manager.  She says, I can help you so I explain to her what the problem is.  She doesn't know how to fix it, asks some other girl who doesn't know either.  , I said, " evidently you both can't help me.  May I see a manager. " Finally after some coaxing she gets him.   And by now she picks an attitude with me and rolls her eyes.  Folks -I'm the customer who can 't get the problem corrected!

The manager is polite and I ask him to solve the problem,  don't stand over the girl's shoulder training her how do this computer work.  So he says to me,  I've never seen you before.  I've said been thru here a few times as I live in Shelbyville and there is no PNC there.  We back to his office and tries to fix the problem.  

 I explain to him,  I wish to receive my statement in the mail,  it take two minutes of my time to examine my statement to determine there is a problem.   After he looks up my account and sees that I have over $10,000 in my checking account he proceeds to get very nice with me.   He then tells me I can go into my accounts on line.  Then, I remember he's the guy a year ago that set up my ability to go on line.  And when I needed to, it Locked out.  And I explained that to him and say,  I told you I've been in here before.

He is nice and polite   and showed me where he fixed the problem and said it may take up to two billing cycles to get my cancelled check copies back.  I thought to myself this is how PNC does business?  really ? Really?    Your computers have no problems charging  a penalty for a check when the deposit from a different institute was made after four o'clock.   And PNC can't get this problem solved over five months!

So I ask him for a statement copy of all of my checks all on one page like the statement.  He says he can't do that and proceeds to make copies of all of the check one on each single piece of paper.   And had to get special permission to do it.   I'm like you would charge me twice to do this?  I already pay extra to receive them in the mail,  which PNC HAS NOT DONE IN FOUR MONTHS NOW.  I thanked him for 50 piece of paper and went on down the road thinking the problem is solved.

OK Folks. it is now May 2018 - Do you think I got Copies of my Checks in my May Statement?    NO, a big fat NO copies of my checks.  So I stop into the bank at 8:30 after my doctor's appointment.  It wasn't open yet.  But they were letting in employees.  So I asked to see the manager, told the girl to hand him my statement.   He came to the lobby and I said this is my fifth contact with your back about this problem.   He was holding my statement in his hand and was like I told you it could take up to two billing cycles to get the problem corrected.  He' said I showed you on the computer where I changed it.  I said," I have no idea if you changed it or not,  I don't run your computers.  Furthermore if any of the the first- three persons I contacted corrected the problem it would corrected by now. "

I said, "give me my statement I need to go."  I have work to do.  He stated to say, "no he wan't going to give it back to me."  I went to take it from him and he didn't release it.  I said, "excuse me that is my statement not yours!"  and he released it to me.  I'm like this is the craziest situation I have ever had to deal with.  I had to get back to my farm,  I had customers coming,  that's why I made an early doctor's appointment.   I had things to do and people to meet.  And by now I'm starting to get frustrated.  

So this is a saga of my ill prepared statements and the beyond belief poor customer service I have receive in the last five months.  So PNC is this the way you do business?  really?  really?

* this reviewer has be with this bank for >10 years
* this review was made on PNC Bank, Louisville Main Branch at Louisville, KY
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