PNCBANK/Marianna from McKnight Road Branch
Poor customer service, assistant branch manager lied to me at least twice

Marianna, of the McKnight Branch, has lied to me at least twice that I know of, and I feel she is NOT a good representative of PNCBANK. If she doesn't like her job, then she should look for a new one. I doubt that lying is in her job description at PNCBANK, and hope that PNCBANK agrees with me.

Here are the facts: On 2/1, at 9AM, I dropped off a simple form at the bank - it was for verification of my bank balance, etc. - the 2 gentlemen I spoke with were very cordial. I was told the form would be completed and faxed to the fax number written at the top of the form. I went on my way.

On 2/2 at about 8:30AM, I received a call from the property manager where the form was to have been faxed. She told me she had not received the form, and asked me to follow up with the bank as it was imperative that she received the form asap.

I called PNCBANK a little after 9AM on 2/2 and spoke with Marianna - I'm not sure of the correct spelling of her name. Marianna was very pleasant, and told me that it normally takes 2-3 business days for these forms to be completed. I explained the urgency, and she said she'd see what she could do and get back to me. Marianna did call me later in the day and said the request had been sent to another location and she could not do anything to change the time it takes to process these requests, it would take 2-3 business days.

On 2/4 at about 11AM I again called PNCBANK, since it had been 3 business days since I submitted the form, but the property manager still had not received it. I know of others who have gone to Citizens Bank and had the form completed in 5 minutes. I don't understand why PNCBANK needs 3 business days to compete such a simple form, but, nevertheless, I waited the 3 days before calling again.

I called on 2/4 as wanted to know what to do now, since it was imperative that the form needed to arrive at the property manager's office by 2PM that day. Marianna got on the phone with a bad attitude and told me there must have been some misunderstanding as she had told me that the form would not be completed until the following week (lie #1). I said that she had told me 2-3 business days, and 3 days had already passed. Marianna then said she thought we had just spoken the day before (wrong).

I asked where this other "location" was so I could go there to pick up the completed form, and she told me I could pick up the blank original at her office (didn't she tell me in the prior phone call that the request had been sent to another location - how, then, did she have the original?) She said the location where they processed these requests, I said I'd drive there. She said I could not, but that she'd call them and call me right back.

At about 1:40PM on 2/4, I called PNCBANK. Marianna got on the phone and asked how I was. I said I was waiting for her phone call, and asked to speak with the Branch Manager. She said he was at lunch, but that she had spoken with the other department and that they were going to send the form to the property manager by 2PM. I asked to speak with the Assistant Manager and she said "That would be me". She said the Branch Manager's name was Sam and she'd have him call me back. I stated that then it would be after 2PM - which would be after the deadline - and she immediately told me that she would fax the form over right then. Marianna had obviously lied to me again, as she had just told me that the form would be coming from the other department, and now, it was magically in her possession.

Marianna also told me she'd have the Branch Manager give me a call. That was at approx. 1:40PM on 2/4 - it is now 5:02 PM on 2/7. Either she did not tell the Branch Manager, or she lied to me again. I have not received a call from the Branch Manager.

Is this the kind of person PNCBANK wants representing their bank? Someone that lies to cover her other lies, but does it with a smile and tries to fool people into thinking she's a nice person?

Company: PNCBANK/Marianna from McKnight Road Branch
Country: USA
State: Pennsylvania
City: Pittsburgh
Address: McKnight Road

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