Consumer complaint received 2018-03-13
Company: PNC Bank N.A.
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
To whom it may concern, PNC bank claim number : XXXX. I'm writing this letter corncerning a claim i filed with PNC bank. On XX/XX/2018. I detected that my card was lost and has been used by an unathorized user. I immediately called PNC to file a claim on XX/XX/2018. After I filed a claim, i wasn't awarderd provisional credit after ten days and the bank said I should wait for 30 to 50 days for my claim to be completed. On XXXX XXXX, I called the customer service department again to check whether my check has been mailed because they said it was gone take 15 business days for it to be mailed. They also stated that my claim was valid and permanent credit of $ XXXXwas applied to my card. I also recieve a letter from the mail saying my claim was accepted. On XX/XX/2018, I called back to check whether my check was mailed and they mentioned to me that the escalition departmemt will take care of it within 3 to 5 business days. Furthermore, i ask the customer service rep can I go to the bank to collect and he said yes your funds are available at the bank since the check hasn't been issued. On XX/XX/2018, I went to the PNC at XXXX XXXX Ga XXXX and they said my account was blocked and they couldn't issue any funds to me at the time and I'll have to contact customer service for further details. When i contacted customer service, they transferred me to the fraud department and that's when they stated to me that my claim was approved and the money is in the account, but the account has been blocked, closed, and the funds will be uphold. They stated that the reason my funds were uphold was because I missed used PNC terms.I had never authorize anyone to use my card, and it wasn't my fault that all this transactions where authorized by the bank rather than blocking it. Had I knew somebody had access to my information, i would've called to block it immediately. Unfortunately, I'm having to go back and forward for something I didn't do. It was a couple of transactions and I hadly spend my money like that because I work hard for it. Also, a customer care agent said I could only recieve XXXX out of my claim money, which she cited from the notes she had on file after I left the XXXX branch XXXX ga. I also contacted PNC on Monday XX/XX/2018 and I spoke to a customer care agent whom said my claim was accepted, but it was a mistake. I was so frustrated that I had to request to speak to a supervisor because the information I was getting made no sense. When speaking to the supervisor, I explained all my problems, thats when she put me on hold to check on the notes. After checking the notes, she stated to me that she had sent it to the escalation department with urgency and she couldn't contact them directly because that department only responds by email and they dont have a phone number. She also stated that I could go to the any PNC branch and get the XXXX, when my claim was for XXXX. All this Information I'm stating was on a recorded line when I was speaking to them. I'll also attach a copy of the approved letter

Company response to consumer: Closed with explanation