Consumer complaint received 2017-08-29
Company: PNC Bank N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On X/XX/2017 I was made aware of multiple unauthorized charges on my account by a merchant that has made unauthorized charges to my account before. I immediately disputed the charges with my bank, PNC Bank and contacted the merchant responsible for making the unauthorized charges. PNC disputed the charges and immediately replaced the amount of the disputed charges back into my account. Unbeknownst to me PNC shut down my card for further use. I was made aware of the card issue when I went to go grocery shopping at XXXX. In the parking lot of XXXX, I called PNC customer care and I was told that the representative should have told me that the card was going to be shut down and since the change was made less than an hour ago the current representative was able to re-activate my card and I was able to make a purchase at XXXX. The representative put in an order to send me a new card in the mail within 3-7 days and in the meantime the representative assured me that I would still be able to use my card until the new card arrives. The information I was given was that as soon as the new card arrives I was to cut up the old card and call PNC customer care to activate the new card, and once again the representative assured me that I would be able to use my card until then. On X/XX/2017, which is today, I was assigned a property inspection report to complete which is located in XXXX XXXX in XXXX, Florida. Once I completed the inspection I was on my way home when I decided to stop to make sure I had enough gas just to make it home. I proceeded to try to use my card to purchase a gallon of gas for {$3.00} and my card was declined. I immediately called customer care that notified me that the card was shut down yesterday. I requested to speak to a supervisor and the supervisor explained to me that the card was shut down and since the card is owned by XXXX the only way the card could be re-activated was if the card was shut down and then re-activated within 24 hours of the shut down. I notified the supervisor that was exactly what had occurred, the card was shut down and then re-activated less than an hour later, which is why I was able to make a purchase at XXXX. The supervisor notified me that someone shut the card down again after I used it at XXXX and since it has been 24 hours ( Although it had not been a full 24 hours yet at that moment ) they were unable to re-activate my card, even temporarily, and even if it was only for {$3.00}. So I asked why I was blatantly lied to about me being able to continue to use my card until the new card arrives. The supervisor said she apologize for the misinformation I was given. I was not misinformed, I was lied to. They closed the card without my knowledge, re-activated the card with my knowledge, and then closed the card again without my knowledge again. I was stuck and stranded two counties away and over an hour away from my home and I asked what possible solution could there be. The supervisor notified me she could give me the location of a Branch near me. Unfortunately there was not a branch within 20 miles of my location and I was stuck at the XXXX XXXX gas station believing that I had access to at least {$3.00} from my account balance that has over {$410.00} available for purchases. So not only did PNC lie to me about me having access to use my card until my new card arrives, the lie left me stuck and stranded over an hour away from my home with no possible solutions from the bank other than to make other arrangements or call someone I know that lives nearby. Not only that, but the entire reason I had to dispute the charges is because PNC allowed the same exact merchant that made unauthorized charges to my account before, too continuously make more unauthorized charges although I have already had a conversation with PNC in XX/XX/XXXX to not let this particular merchant make any more additional charges on my account because they are all unauthorized, and PNC still allows the merchant to continuously make multiple unauthorized charges. Luckily for me there was a good Samaritan that gave me the {$3.00} for the gallon of gas I needed to make it home. Please note, if there was not a good Samaritan at the gas station today, I would still be stranded at the XXXX XXXX as PNC offered no logical solutions to a problem caused by the bank 's own " misinformation '' it chooses to give to customers.

Company response to consumer: Closed with explanation