Consumer complaint received 2017-05-03
Company: PNC Bank N.A.
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I am the court appointed guardian for my mother,  XXXX   XXXX . She is elderly and suffers from  XXXX   XXXX . It is not possible to communicate with her. She maintained a checking account, retirement savings accounts and a credit card at PNC Bank  ( or one of  its predecessors in  XXXX , Illinois ) for many years. It took several attempts to get ahold of the rig ht PNC point of contact but the guardianship was finally established for the checking and retirement ac counts. I make all of mom 's financial decisions and I pay her bills from the checking account. I mistakenly assumed that the guardianship had been added to the credit card.     Mom resides in  a   XXXX   XXXX   ap proximatel y   1,000 miles fro m where I live. My sister lives near our mother and has physical possession of the card. She uses the credit card occasionally to purchase clothing, personal care products, etc. for our mother. I receive the bill for the credit card at my home address and pay the balance due from mom 's checking account. Overall, the arrangement had been working very well.     On  XXXX   XXXX ,  2017  I contacted the  XXXX  number for the credit card and tried to obtain more information about the reward poin ts ( 40,000 + )  mom had accumulated over the years. I would like to use the points for clothing and other items for her. I also wanted to " link '' the card to the PNC website which I regularly use for the checking and retirement savings accounts. I was informed by  XXXX   XXXX  that she could not provide me with any information about the account and I should contact a branch office.     On  XXXX   XXXX ,  2017  I met with  XXXX   XXXX  at the   XXXX   XXXX   XXXX   XXXX   in  XXXX  D.C.  XXXX  seemed to understand the situation and faxed the court documents to the credit card department. She said to allow up to  one  week for the guardianship to be added to the account and then I could attempt to link the card to my online banking as well as obtain rewards information. Two days later I received letters that the credit card was closed in order to " protect the cardholder. '' I took copies of the letters back to   XXXX   XXXX   office on  XXXX   XXXX ,  2017  and asked  XXXX  to contact the credit card department for clarification. She contacted me later in the day and informed me that the credit card department 's decision was unchanged.  XXXX  informed me that I could directly contact  XXXX   XXXX  at customer service. I told  XXXX  that contacting the  XXXX  number at  PNC  and explaining the guardianship situation has NEVER worked for any of the accounts involved here. I have always had to go into a branch office with my identification, copies of the court document, copies of the correspondence or transaction that was in question, etc. and together the branch employee and I could call the other PNC office. I asked  XXXX  to let me know when I could come into her office and together we could call the credit card department but I have heard nothing since.

Company response to consumer: Closed with explanation