PNC's protocols must change as they are deplorable & indicative of an institution that does NOT value elderly customers. Specifically requiring elderly immobile customers to report to their respective branch location in person just to rename an account after the death of spouse is a dubious practice at best. Despite the next of kin presenting the Southern Pines NC branch a power of attorney & a copy of the death certificate the institution's legal department denied the request to change/update the account name to the surviving spouse. I asked the Bracnh Manager to call the surviving spouse on the phone & validate this request. The Branch manager was content with company policy and would not investigate the possibility of updating the account name by phone & instead required the surviving account owner to report in person to change the name. I wanted to contact the Board of Directors to highlight this deplorable policy & force change, but the branch manager would not provide contact information. Additionally, the branch manager (Britney McMillian) felt it was acceptable to force an elderly immobile customer to report to the Branch location in person rather than validate this request via the phone number the branch location had on file. The Board of Directors needs to be aware of these antiquated practices and force the institution to embrace technology to make the banking experience more convenient, efficient, & personable. As such, I am forced to expose this event via this venue. I would never recommend this banking institution.
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