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Wednesday February 13, 2013 I went into the local PNC branch on Main Street in Thurmont Md. to take care of some financial business. A hotel I booked with placed a duplicate hold on my checking account in the amount of $401.49 which brought my balance bellow zero. My husband has been working with this company for hours trying to get this resolved, meanwhile I went into the branch and requested that the error be taken out or moved so that amount of money would be available to withdraw if needed. My key concern was that if I made a purchase and brought my balance below zero money would be swept from savings, which I did not want to happen.
As I was in the branch and made this request the first teller was nice and said she did not think that could be done. Upon pressing further for real results she explained “how things work” three of four times. When she realized I wanted a resolution (rather than an excuse) she called another employee, Nikki O'Connell, to help. Nikkis' explanation was the same. I asked for her to please call a supervisor, that was not possible as the manager was not in the office. Then I asked her to call the processing department (for lack of a more accurate title) as there should surely be a way to resolve this.
Nikki was determined not to comply with my request and furthermore treated me very poorly, forgetting that I am a customer not an inconvenience! After insisting several times that she call someone with more authority she did make a phone call. I was quite surprise that I had to explicitly tell her several time to make a call. After which she stated that her phone call did not provide results and there was no way to fulfill my request. I then asked her for the printout she had that listed the balance detail. I also asked her to put her name on it and her employee number to which she replied “I don't know if I should do that.”
Was she telling me that it was a judgment call... or policy??? If a judgment call, was she intentionally scoring another power point or was she afraid her actions had consequences?
She slid the paper under the glass and had her first name written on it. so I asked for her last name to which she asserted her “control” one more time as she slowly slid the paper under the window and shot a disgusted, derogatory look my way. Her demeanor was most criminalizing, I know that I was asking for something outside the box! Should that request have been handled differently, or was her performance acceptable?
It is my opinion that she should learn what customer service means, looks like and how to treat all customers with a modicum of deference!


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