Consumer complaint received 2021-10-18
Company: PNC Bank N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
This past weekend my bank went through conversion as PNC was taking over. As a previous employee the bank, I had expectations about how this was going to be handled. To say it fell very short of expectations is an understatement. Ill leave all the issues with getting funds to others because Im sure there are a lot of those. I have personally prided myself on my credit. My scores hover around 800. I have never had a transaction denied. I had worked at BBVA also and even though I worked at other banks I always used my bbva credit card due to rewards earned. I used it religiously and did not use a debit card. Well I was leaving for a trip without my family Thursday until today. So on Wednesday evening of XX/XX/XXXX I went to pay for my luggage through XXXX  XXXX  and it would not go through. I called XXXX  and after 10 minutes I was told it was declined. So first off I was not happy since I have never been more embarrassed but more importantly I had no idea why. Back up a few weeks. I looked at PNCs website with their welcome and what to expect during conversion specifically credits cards. After 29 minutes of searching. It said that I would be able to use my credit card through conversion and after conversion I would receive a new PNC card to start using upon arrival. Well I called PNC and after 25-30 minutes Im told that PNC had just created my new card and I should receive it in a few days and by the way, your old card wont work. Here I am leaving my wife and kids at home with a credit card to use, Im going away with a credit card to use and guess what, I have no access to my credit. How is this possible to post information on your website and not follow through? I still have no credit and I feel very lucky that nothing happened where I was in dire need. Im not sure what the laws state specific to credit since they had XXXX reason for me not to have access except for this cluster of a conversion. The lady I spoke to couldnt turn it back on and and told me basically I was stuck and nothing they could do. Ive never been so embarrassed and still aggravated I dont have a card. 

In addition I was not properly disclosed to about the changes. In XXXX I moved to XXXX area. I had changed my address with BBVA in XXXX. Well apparently that change did not get to PNC. A week before conversion I had to call and verify a bbva had the correct address, PNC kept sending to my old address. Also I explore someone to actually go to PNCs website and find credit card conversion. Its like the hidden ball trick. 

If I want to send an email or call someone above a basic customer service person, there is no way to route that. They dont provide that information to the public. I have attempted calling, emailing using XXXX. I complained on XXXX directly to PNC customer service and didnt get a response for 3 days Ive worked at a lot of XXXX  and have been through many conversions and this one by far was the most disorganized one with the worst communication. All my accounts will be closed and Im researching further action XXXX XXXX

Company response to consumer: Closed with explanation