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1.3

We've experienced online banking issues with PNC recently and as the result, opted to close our accounts. First we were encouraged by a representative in a ST.

Louis, MO branch to set up a Virtual Wallet account for student banking, given that not much monthly activity was expected for the account. We were informed that there would be a $2 fee for paper statements. We didn't mind that small fee for the courtesy of having a paper record. However, the bank began billing $6 per month for a single paper statement, the rationale being that it considered the single-page report as being multiple statements for each "section" of the virtual wallet.

When I telephoned the bank to report what I believed was an error, the representative became very defensive, with no offer to adjust the bill to remove $4 in charges. We also experienced difficulty in accessing the account electronically. (At the time we did not have any problems with our regular checking or credit card accounts and had continued to receive paper statements for those. ) So we went into a local bank branch (a different location from where we opened the account) to try to access the online records.

Under the direction and supervision of one of their bank employees, were guided through some kind of 'reset' to regain access the Virtual Wallet account. What we didn't know at the time is that only made things worse! We did not realize that by doing this online reset in the bank, that it automatically converted ALL our PNC accounts to online access only! The next communication we receive by mail from PNC bank was a letter stating that our credit card account was past due and had accrued interest charges -- no regular statement, just a bill for interest due!

So we called the bank to explain the situation, made the payment by phone and then cancelled the card immediately. Not long after we realized that our regular checking had become online access only, too. How can a bank convert accounts to online access only without authorization? Why is it if you choose to have just one electronic account they take the liberty to do that with ALL the accounts you maintain?

I'm not sure why PNC is making such as big push for all electronic banking, but they seem to be going about it in the wrong way. They need to be upfront and honest with customers.

Reason of review: Have closed these accounts .

PNC Bank Pros: Courteous staff at our local bank branch.

PNC Bank Cons: Lack of transparency regarding how fees would be applied, Poor operation of the electronic banking system, Features and operation of the virtual wallet product, Attitudes of some of the operators in the call center.

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