I spent a shocking amount of time trying to get basic competence out of the people who work at this location.
Unfortunately, I was forced to deal with this to help my grandma on her actual deathbed. Even though I had all the appropriate paperwork, Berto chose not to send it to the reviewers for 5 of the final days of my grandma's life. I called on day 4 because this was my second time with this paperwork and I knew something was wrong. Kirk (or Kurt) told me he would check with the approvers himself and I was very clear that this was urgent and important. I would have been more than happy to send him the file to send to the approvers that day. He told me he would call me back in 15 minutes.
That call never came.
The next day, I called again and Berto, who listened to me discuss with a teller who knew my grandma her declining health and dementia when I went in person to drop the paperwork off, said he had only submitted the form that day (day 5 with the form) because he was out of office the day before. Obviously, not an excuse for sitting on it for several days. He told me he would have an update for me the next day.
I called the next day and his manager, who claimed to be aware of the situation, but did not know my name or anything about the situation, repeatedly insisted on a made up timeline. Again, this is the 2nd time I went through this process with that bank. I know how long it takes.
Having worked in many offices, I know that when people make mistakes and take accountability for them, most things can be adjusted to get them done. It was apparent that Berto and his manager chose instead to make the process take as long as possible. I can't imagine going out of my way to make the final days of an old woman's life worse, but that's exactly what they did.
I had another interaction in this process with Kirk (or Kurt) who chose to tell me I was lying, and the form was sent in the day it was received. As is documented in a recorded call, Berto very clearly told me he didn't send the form in for 5 days. Another unfortunate indicator that accountability was never taken by Berto, or his manager, even to their own coworkers.
These were the final days of my grandma's life. Not only did they actively drag their feet to avoid resolving the problem that they created, they actually never even bothered to complete the process. My grandma died the following business day, and no one from this location ever took accountability, or made any effort to be a decent human being.
In the days and weeks following my grandma's death, I mentioned this location, and several people told me they had to leave PNC due to their own awful experiences with this particular location.
If you do business with PNC, please save yourself from this location. I trusted them to do their work, and it cost my grandma her only chance to pass on with her affairs in order. read more
