Consumer complaint received 2020-05-26
Company: PNC Bank N.A.
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I requested two balance transfer transactions to be processed over the phone to take advantage of the PNC promised 0 % interest rate. The transaction I have requested and authorized on a recorded line were as follows ; 1- in the amount of {$7000.00} to pay off my XXXX XXXX XXXX XXXX XXXX XXXX 
2- in the amount of {$3500.00} to pay my XXXX XXXXXXXX XXXX XXXX XXXX The PNC Bank representative asked for both credit cards information and in good faith, I have provided all the requested information. They then proceeded to read me a legal disclosure clearly stating the amounts I have requested and I agreed to the above mentioned transactions. 

Please note that my credit limit is {$12000.00} with PNC. 
After adding the balance transfer fees, my balance should be XXXX + XXXX + XXXX ( Fees ) = {$10000.00} should be charged 0 % interest until XX/XX/XXXX as per the disclosure I agreed to on a recorded line. 

Heres what PNC processed ; 1- A balance transfer in the amount of {$7000.00} accurately to my XXXX XXXX XXXX XXXX XXXX XXXX 
2- A balance transfer in the amount of {$5400.00} of unauthorized transaction. 
This error has caused : 1- My account PNC account to go over the limit. 
2-My XXXX  XXXX XXXX Balance to remain the same 3-My Credit Score to drop from XXXX or so to XXXX after I worked on it for years. 

After a quick research, I found out that PNC paid the {$5400.00} to XXXX  and it was applied to my Credit Card. 

When I reached out to PNC ; they connected me to an Escalation Manager named XXXX and she opened Case Number : XXXX XXXX, pulled the recorded calls and confirmed that it was a bank error and was trying to resolve it. She left me a detailed Voicemail confirming that it was a Bank Error When I called back, I spoke with XXXX XXXX who had placed me on hold to research the issue and also confirmed it was a bank error and also had left a detailed Voicemail confirming it is a bank error. 
I asked to dispute the charge to help them get the funds back from XXXX, she said she had to escalate it further and thats when I first spoke to XXXX XXXX who had also confirmed on our initial conversation that it was a bank error but asked me to ask XXXX to reverse the payment. 
I called XXXX ; and they said the only way they can do it is by mailing me a check and that they are unable to send it back to PNC. 
I asked PNC to process my dispute, reverse the Balance Transfer charges, report the accurate balance to the Credit Reporting Agencies, and adjust my account status. And I will send them a check for the {$5400.00} XXXX XXXX said he would have to research options with his XXXX. 
XXXX XXXX called me today on XX/XX/XXXX and said that it is NOT a bank error and I have to send them the check if I want my balance adjusted, and they make no promises or guarantees to adjust my credit status. 
He also said that they are denying my dispute, although they know and admitted it was a bank error. 
When I asked him to escalate it further because it is a bank error and it is completely not fair and dishonest to deny what was previously confirmed ; he said it ends here and denied my escalation request. 
I ended my call with him and called XXXX the first Escalation Manager I spoke to, she said she can help me escalate it further and someone will reach out to me within 24-48 hours. 

This has been ongoing for long and my credit is negatively impacted due to no fault of mine.

Company response to consumer: Closed with explanation