Consumer complaint received 2019-04-27
Company: PNC Bank N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
On XX/XX/XXXX, I went to my local PNC Bank branch to make a withdrawal and was asked to do the transaction in an office. During that visit, the person who assisted must have looked at my information on-line and noticed that the credit card I have with PNC Bank did not have certain benefits that another card had, so he asked me if I wanted to get the card with the better benefits. I said I was trying to not use my card because I had a very high balance on the card, and in fact I have not been using that card for purchases for some time. Nevertheless, I said sure. 

He then asked me only 3 questions -- when did I purchase my home ( I answered XX/XX/XXXX), how much was I paying monthly on the mortgage I had on the home ( A PNC Bank open ended mortgage that I pay roughly {$390.00} per month, information he could readily see in my records ), and how much did I make annually roughly ( {$60000.00} ). I then asked him was this an application? He said yes, and I said I di n't want to be denied. He asked me if I knew what my credit score was, and I said  no I did not. I said I thought this was an upgrade of the existing card, he said no it was an application. I said fine go ahead. 

The card was not approved at that visit. HOWEVER, I received a phone message to call PNC Bank PLUS an email to contact PNC Bank -- both on XX/XX/XXXX. The email, received by me at XXXX XXXX my time ( XXXX, PA ), which I have, expressly states -- " To assist us in completing your application, please contact us as soon as possible. '' This therefore told me my application was not complete. 

I called PNC Bank that afternoon and EXPRESSLY told the person who answered that I WAS WITHDRAWING the application for the card -- that I never wanted the card, and would not answer any other questions. The person on the phone lied to me and told me that the application was being denied and that the purpose of PNC Bank calling me was to get more information from me about the denial. That was a ridiculous explanation and contradicted the express email that said PNC Bank needed additional information from " in completing the application. '' I reiterated that I was WITHDRAWING the application and that if PNC Bank denied the application I would lodge a complaint with the CFPB, and further that I was in fact making a complaint about the way I was being treated. 

I then received a phone message, on XX/XX/XXXX, from XXXX XXXX, PNC Bank Executive Client Relations, who was calling me about my complaint. I returned that call that day. She did not call me back until I believe it was XX/XX/XXXX. I reiterated to her everything written above, and reiterated that I considered my application withdrawn and that if PNC Bank denied my application I would file a complaint with the CFPB. 

She said she would look at the matter further and get back to me. To date she has not done so. 

Since then, I received a letter dated XX/XX/XXXX, from PNC Bank stating that " [ w ] e regret that we can not approve your request at this time '' -- referring to my " recent application for the PNC Cash Rewards Visa credit card. As grounds for the denial, the letter states " 1. Payment obligations too high in relation to income. '' This letter contradicts my express statement that I WITHDREW the application on XX/XX/XXXX, right after receiving PNC Bank 's email stating that PNC Bank needed assistance in " completing [ my ] application. '' Because the application was not complete, and therefore it was not denied on XX/XX/XXXX, I WITHDREW it on that date, and PNC Bank therefore wrongfully denied an application that didn't exist on XX/XX/XXXX, to my harm and detriment.

Company response to consumer: Closed with explanation