Consumer complaint received 2020-06-16
Company: PNC Bank N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
In XXXX of 2019 on I spent one night at a XXXX XXXX hotel near XXXX while attending a family event. I had reserved the hotel room using a PNC credit card. The quoted rate was XXXX $ per night. Normally I use my credit card only for reservations and use a debit card during check out. The hotel however charged the PNC credit card and for which I was unaware. 

More than 9 months later I received a call from PNC informing me that I owed over XXXX $ on the credit card. I told the PNC representative that I have not used the card and do not normally charge anything to credit. That there was a mistake. She informed me that the records showed a charge in XXXX of 2019 for roughly XXXX $ and a second charge of XXXX $ from XXXX XXXX hotel. The remaining charges were late fees and interest. I informed her it was a mistake and the second XXXX $ charge was definitely wrong since I spent only one night at the hotel. She told me I would need to have that erroneous charge of {$250.00} resolved with the hotel. I had never received a statement or credit card bill from PNC, her phone call was the first time I became aware of the charges. 

I asked where the bill was sent and she told me an email address. It was an incorrect email address. I asked why they hadn't called. She said they had called and when I asked what number she gave me an old landline number that has not been in service for over 18 months. 

She told me I would need to pay the original charges of the XXXX $ and erroneous XXXX $ to clear my credit and that the accumulated late fees and interest would be waved. I would need to recover the erroneous XXXX $ from the hotel. I agreed and paid the original balance of over XXXX XXXX I also asked the card be cancelled so that no further charges could be made on the card. Since then I have been receiving calls from PNC credit informing me that I now owe over XXXX $ and is accumulated late fees and interest. Each time I repeat my story and then told it is noted in the record and that a supervising is looking into it, yet the continue to add charges and continue to call. 

I had been a customer of PNC for over 30 years. I never use the credit card and is reflected in their history. 

In summary, 1. My card was erroneously charged with {$250.00}. 
2. I was unaware of the charges and PNC was sending the statements to the wrong address and calling a phone number that I no longer had. 
3. PNC continued to charge late fees and interest on a card I cancelled and on a balance I had paid, despite the charge being erroneous. 
4. I have been told by several representatives that the issue is being handled by a supervisor, but continue to receive phone calls and told that fees are still being charged to the credit card account. 
5. PNC is attempting to collect over {$600.00} of additional fees and interest on an original charge of XXXX $ which had been subsequently paid along with an erroneous charge of {$250.00} that had also been paid.

Company response to consumer: Closed with explanation