Consumer complaint received 2023-09-21
Company: PNC Bank N.A.
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
An account users debit card was stolen. We immediately reported the issue to PNC and went to the XXXX XXXX XXXX in XXXX ALfor a replacement card. The young was very nice but in the process of replacing the card the wrong account was attached. I returned to the branch the following day requesting that the setup of the card be reviewed because transactions were posting on the both accounts. I pointed a hotel charge and advised which account it should post. The associate could not figure out why the item was showing on both accounts. She said she would have her manager give me a call. She went on the say that the issue with the card had been resolved. 
Despite her efforts, the card issue remained unresolved and daily expenses and travel expenses were being debited from the operating account not the secondary account. 
I then called the toll free customer service line to escalate the matter. I called them 3 or 4 times on several days and was told that they could see mo issue with the card. The card then worked for purchases but not at the ATM. Each time we were reassured that the card was only connected to the secondary account and not the operating account. We stopped seeing transactions on the operating account and so we thought what we were being told was accurate. 
We never received a call back from the local manager to discuss the charges that posted to the wrong account so we were reluctant to make deposits. We were monitoring the accounts for the appropriate adjustments to be made so that we could begin to use the account again. Not only did PNC Bank fail to make the adjustment, they determined that we were not worth banking and decided to initiate the close of our operating account. 
At the point that the closure was done, the card that was never to be connected with the operating account was closed too. They were dishonest stating that the card was no longer connected to the operating account when in fact it was. 
Its disturbing that a so called reputable institution was unable to replace a simple debit card and no one took the time to look at all facets of our requests and concerns. 
I spent a total of 6 hours on the road going to and from the closest branch ( 4 visits ) and at least 7 hours on multiple calls working with people who could not resolve the issue. 
We are incredibly dissatisfied that they failed to make the appropriate adjustment because of their bankers mistake or systems malfunction. That coupled with service providers that dont care of enough to return a call. 
It is concerning that they had time to review the account to determine closure but they didnt have time to review the account to address the situation they caused. 
I have requested that they review the decision. I was given to a voicemail and told they may not call back. Im certainly accustomed to them not calling back and not following through. 
We are not new clients. Were account owners before PNC merged with RBC. Of course none of that matters. 
PNC is not what it used to be.

Company response to consumer: Closed with explanation