In 2015 I wrote two posts about PNC Bank. I also wrote about them in 2012 and 2013.
Human nature dictates we are creatures of habit and it took until this year to actually divorce and leave them. Yes, I stayed in an abusive banking relationship for far too long.
I had been a customer for close to 30 years, if not more than 30. I knew how their website worked, I knew my account numbers, and for years I even knew my tellers and branch managers.
Then I moved. New branches and new tellers and unpleasant experiences like trying to open a business checking account at a purported “full service branch” only to be told I had to come back another day because they weren’t really full service even if ON THE WALL it said “full service”.
Then there were other things like spite finance charges after I closed and paid off a credit card.
Soon it became if I used a teller I would get charged so just use the machines they said. Well, sometimes you just need to go to a branch and interact with someone face to face. I came out of banking and finance, and there is absolutely NO substitution for face to face customer service. Unless you bank at PNC of course.
When you need help in person at PNC they always try to UPSELL you to products you don’t need or want. Every time I went into a branch physically the past few years it was the hard sell for something. Every time. And when you tell them NO I don’t want any additional services it is like they are robots reading from a script, because they just launch into the upsell spiel anyway.
Then there were the nickel and diming fees that always felt like a moving target. It’s like you are punished for being a small customer not represented in the top 2% in this country.
Finally, the straw that broke the camel’s back was this summer when I had to go into a branch in Exton because their ATM machine was half broken and it would not let you make an ATM machine deposit.
So I went inside the branch and the bobblehead playing teller proceeded to quiz me (loudly) on why I hadn’t moved everything into my married name from my maiden name. In front of other customers who were then staring at this entire exchange. How about because it is none of your f-ing business, lady? It was like a public shaming for still using my maiden name on things.
That was it. I took my banking elsewhere. When I opened and seeded my new accounts at another bank, I began the process of winding down my PNC accounts.
I had an excruciating call with a customer service representative on the phone during this closing process. She wanted to know exactly WHY I was closing my accounts so I told her except it should be “We are sorry to lose you as a customer and I am happy to assist you.”
During this conversation I asked questions like could I get copies of all of my 2019 statements year to date mailed or e-mailed to me since I am paperless as well as physical statements mailed to me at year end for tax purposes. I was told TWO separate things. I was told I could just log into my old closed accounts and download statements. I was also told alternately that all I had to do was call customer service.
This afternoon I had time and I wanted to reconcile my closed accounts and make sure I did not miss anything. So I went to retrieve my statements. Only because I closed my accounts, in spite of what I was told by PNC customer service representatives I can’t actually access my records. So I called PNC customer service this afternoon.
Another stellar experience. A real service turd. Customer Service Turd said because my account was closed I could not access my statements online. So I asked if they could please MAIL or e-mail me statements, including year end statements. The answer was….NO.
If I want anything, I have to go into a branch.
I don’t want to go into a branch. I have proven my identity and all I am asking for are statements mailed to the address of record they have on file for me.
NO says the Customer Service Turd again.
I mean WTF? I am debating taking this to the Pennsylvania State Banking Commission. These accounts have been closed about 30 days. Not 30 months. Not 30 years.
Of course calling corporate PNC is nigh on impossible.
Here are the contacts I found:
Michelle Neidhardt
Customer Experience Director/EVP
300 Fifth Ave. the Tower at PNC Plaza
Pittsburgh, PA 15222-2401
412-762-0454
Michelle.neidhardt@pnc.com
Karen L. Larrimer
Executive Vice President, Head of Retail Banking & Chief Customer Officer
300 Fifth Ave. the Tower at PNC Plaza
Pittsburgh, PA 15222-2401
karen.larrimer@pnc.com
Chief Executive
William S. Demchak
CEO
300 Fifth Ave. the Tower at PNC Plaza
Pittsburgh, PA 15222-2401
william.s.demchak@pnc.com
PNC Media Relations
(412) 762-4550
media.relations@pnc.com
INVESTOR RELATIONS- 412-768-4143
PNC Executive Office Phone Numbers:
I will send the PNC executives this post. I want my statements and I should NOT have to practically give blood to get them. But this is a good reminder as to why I left PNC. Except really, I have to wonder does old fashioned customer service and old school neighborhood banking exist any longer or are we all lost to giant conglomerates, offshore call centers and unless we are worth millions to banks we are worthless?
Things to ponder Corporate America and dear readers, things to ponder.
My final word is my new bank doesn’t know me from Adam’s House Cat but whether online, in person, or on the phone they treat me with professionalism and respect. Thank you Citizen’s Bank. It makes a difference.