Consumer complaint received 2023-12-02
Company: PNC Bank N.A.
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
In mid XXXX I was online with PNC bank help center through their app, yet again, complaining I was still receiving mail through a not used XXXX XXXX XXXX XXXX FL. While chatting, I mentioned my debit card 's chip was failing at point of sale machines and I had to swipe the card instead. Agent stated she would send a new card for which I cautioned her that I did not want my current card to be affected in any way. She assured me it would be with the same account number and it would not be put into effect until I activated it. I explained it also takes a long time for me to receive as my home address is in XXXX XXXX. She said for sure not a problem. In the beginning of XXXX, I was purchasing my medications and the current card was declined. I paid cash. I went to different as this sometimes happens, to pay for groceries. It was again declined. When i got home I went online to the PNC app help center. I was told it was declined because the expiration date was wrong. The card 's expiration date was XX/XX/XXXX. I told them that the information was inaccurate. She insisted and then informed me the new card, sent XX/XX/XXXX, had a different expiration date and that my old card was deactivated. I explained how agregious this was as I had not received the new card. I asked to get the card reactivated for which she told me it could not happen. I was then disconnected and had to reconnect to speak with a different agent. This went on for a while with the same response from them. The agents raised my level of assitance and I received a call from an agent who explained the reactivation would not occur. She also told me a new card was issued XX/XX/XXXX, but that card was a different account number. And, to makes matters worse, both cards were sent to the FL I had asked repeatedly to have removed. My account actually showed my XXXX XXXX address so it is in their system, not on my account. I survive on social security and with inflation and the drop of the XXXX dollar, it has been difficult to survive even when the card was good. I explained all of this to the many agents I spoke with. I was told to call an XXXX number, which I explained can not be done from XXXX XXXX ( I have lived here for more than five years ). They gave me a local PA number to call collect which would not go through, later explained as I needed to do this from a landline phone which neither i nor any of my neighbors have anymore. I explained they have to contact me. Supposedly, another card was issued which, as of today, XX/XX/XXXX, I still have not received. I asked for expedited mailing. Not done. I asked to use XXXX, which I can not do as it uses the PIN number of the card which I do not have. I asked to wire transfer to a domestic account a friend has so I can get money to pay back the folks I needed to borrow money from, to be told I needed a XXXX address. I am at a loss. I have been online multiple times, filed at least two complaints to them, asked for more phone calls to explain. No response. And I have no access to my money.

Company response to consumer: Closed with explanation