Allow me to paint a picture of a client/customer that decided to bank with National City because of their excellent customer service, going through the banks multiple conversions and buyouts, to fall into the lap of PNC. I only know about the online chatter, with regard to PNC and National City. I knew why people went to National City, and I have no idea why anyone would go to PNC.
National City stood behind their employees words. PNC pulls out the rule book. I was always treated like royalty at National City, but I guess to PNC, a customer can be too small, or too much of a battle.
To further paint my picture, I called to have an ACH pulled, so that a vendor could no longer tap into the account. I was having a dispute with this company, and felt the best way to get a resolution, was to stop the money, to foster a phone call. I requested, via National City, a stop payment of the ACH. I was under the impression that PNC would follow the same path as National City. This was not the case. This company that I had a dispute with, was able to grab over 800.00 because PNC allowed the ACH to go through even though my account did not have sufficient funds to cover it. As a consumer, I was under the impression that if I put a stop payment on this company's ACH that nothing would get through. How very wrong I was. I guess PNC saw this as a money making venture since THEY allowed an ACH to overdraw my account and rack up some overdraft charges. Is this the new way of making money for the banking industry? This is an ethical exercise for you. I was told this was taken care of, and it wasn't. Your employee did this task, but neglected to inform me of risks in doing it the way your employee did it. So do you back your employee's actions, or take advantage of an unknowing customer?
If I only had a crystal ball as to the way of the new regime, I would have moved all my accounts to Chase. National City was a cut above while PNC appears to not be interested in having customer retention.
I wish you luck in your future endeavors, as you will need it. I am starting a new customer service venture, and this looks to be a cornerstone of how not to treat customers. I really was lulled into thinking a company of similar origins and roots would have similar values. Mr Salami, PNC is no National City.
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