PNC Bank

Had a great experience at this PNC branch today. Maria was very helpful and friendly at getting a power of attorney applied to multiple accounts and credit cards so I can help manage an elderly relative’s finances. She also walked me through how to make a cash deposit through their ATM it’s a fully automated branch for deposits and withdrawals. She took extra care to make sure everything was accurately documented and faxed-in so I wouldn’t have to make a return trip.

Since this last posting on August 19, 2016 it is now September 19, 2016 and this situation in dealing with the poor management team at this PNC location has resulted in lies, mismanagement and a lack of customer service follow up and attention from the PNC Management team - Jim and Nate. Since the previous managers, Kesler and Reginald failed to ensure that my husband received his settlement check from a settlement that occurred on July 7, 2016, Reginald instructed Jim the Assistant Manager to work with my husband to coordinate pick up for the settlement check. Subsequently, due to Kesler's poor management skills and severe lack of customer service he was replaced by Nate in early September. When I called the bank in early September to inquiry on the progress of my husband picking of the check I spoke to Jim the Assistance Manager. Jim again was instructed by Reginald to assist my husband with this customer issue, however, when I talked to Jim he deliberately lied to me saying he didn't know anything about this issue and was not involved. This type of PNC management customer service is inexcusable to allow a manager of the bank to lie to a customer and not offer assistance in their position of management. He said that he did not know anything about the issue relating to my husband and the pending settlement check being held by PNC. He said that Nate would have to handle it and at that point refused to offer assistance and ended the conversation. Later on that day, my husband called Jim regarding the settlement issue at which time Jim proceeded to go off on my husband about my conversation with him. What type of unprofessional manager would chastise a customer regarding the earlier conversation with his wife. Jim needs to be disciplined for his conduct regarding customer relations as well as customer service and should not be in the position of Assistance Manager until he learns more about being discrete when talking to customers and what it actually means to provide customer service. Now onto Nate the new Branch Manager who never seems to be available either by phone or in person. Again on several occasions my husband made an appointment with Nate to pick up the check but when Nate had to change the appointment did not notify my husband and my husband would have to call to confirm the appointment. Since Nate had continued to be unavailable or provide a solution on how my husband could obtain his settlement check/funds, my husband had to propose to Nate on doing an Electronic Funds Transfer EFT. Why is it that these managers are so incompetent in dealing with a customer for more than 2 months that they can offer viable banking solutions to ensure that the customer gets their settlement check/funds. Therefore, as of Monday, September 12, 2016, my husband requested to do an Electronic Funds Transfer EFT from the account at PNC to another financial institution so that we can finally get our settlement check/money after more than 2 months. Nate assured my husband that the funds would be transferred by Friday, September 16, 2016. However, Nate did not provide any follow up with my husband to close the loop and unfortunately my husband did not receive the transfer by Friday, September 16 and had to follow up with Nate. Nate then gave my husband more excuses not solutions or a guarantee of when the funds would be transferred but said it would be by either Saturday, September 17 or Monday, September 19. Again, PNC management and their internal processes have failed since the EFT did not occur on either September 17 or the 19. Nate is failing as a officer of the bank in his management role to provide timely follow up, continuous customer service and bring closure to this issue it raises the question about the ethics and business practices of these managers at this bank location. This issue needs to be resolved immediately to provide my husband with his settlement funds from July 7, 2016.