Consumer complaint received 2021-11-10
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: Card was charged for something you did not purchase with the card

Complaint:
I received a call from pnc XXXX XXXX on XX/XX/XXXX roughly asking me if I had made a charge to XXXX for {$980.00} and I immediately responded stating I didnt authorize or Make this charge and I then was escalated to a associate who waited while I searched for my card and realized it was gone. He cancelled it snd issued me a new card but said I couldnt it proceed with disputing this transaction until it posts. Which was insane to me, whats purpose of the fraud phone call If it doesnt stop the charge in first place? Mind u, I have waited over a year for my stimulus arguing with government and finally got it for {$1400.00} this same day XXXX. The money posted on XX/XX/XXXX and I immediately called back Pnc and placed a dispute. I do not have XXXX XXXX in home but do have the cell phones still but never ever allow any company besides XXXX to charge my card monthly without me seeing the statement first etc. for this reason in particular. So there has been charges to XXXX XXXX in past for much much less of course maybe $ 200 monthly for our phones total. I waited 10 days and called back a 3rd time to check status and I panicked bc no provisional credit was given back to me and I had to pay rent but couldnt now. Im unemployed and survive off my husbands pay with XXXX kids. I was informed bc I called them..my claim was denied bc something to do with a past pattern of charges to them. They claimed my card number and security code snd address all matched. I dont know if the purchase was made online or in store bc no one told me anything I didnt receive anything written from bank nor did I receive a provisional credit. I am under duress like going through an extreme hardship right now so I started crying and told them to dispute it again. Why would I ever ever try to cancel the charge while it was processing from day 1 if I had made it somehow? The lady was rude and I said my Money is supposed to be insured or protected and nowhere did I now feel like my funds are safe with them after having banked with them nearly 5 years now. I desperately need my money back while they complete a real investigation they couldnt tell me what steps they took to investigate the situation at all and basically decided for me making me feel like a liar. She said I wont get a provisional when I asked for it and couldnt tell me why Im not entitled to one when nearly every dispute allows it. I need help someone to actually find out what happened here and make it right. I cant pay rent and I was waiting on that stimulus forever only for some random company to take 3/4 of as soon as my deposit hit the back how the XXXX did they know the money was going to be avail like that in order to take it so fast? Im so suspicious now if they were alerted to the deposit or what but something isnt right. Whether Ive shopped there or not in the past isnt enough of an investigation for them to stonewall me and say whelp thanks for 5 years of banking loyally with us but ur screwed. Can you please help me????

Company response to consumer: Closed with monetary relief