Consumer complaint received 2021-07-17
Company: PNC Bank N.A.
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Credit card company won't increase or decrease your credit limit

Complaint:
I opened a credit card several months ago with PNC and discovered one day when i was looking at my accounts that it was closed. I called PNC and they said it was closed because of inactivity. I had not used it at all. They recommended that i open another account but make sure i use it every now and then even to make a trivial purchase like gas so it will stay active. We opened another account and i used it once and paid it in full. On XX/XX/XXXX i receive a letter that my credit limit has been decreased from XXXX to XXXX with a summary of my XXXX  credit score. My credit score is XXXX. So i call PNC customer service for the reason why it was decreased so drastically to the limit ( XXXX ) which people with very bad credit get. They told me they didn't have the answer and i would have to call XXXX. I called XXXX  and the agent there and I looked at my credit report in detail. My credit score was XXXX and every description was termed " exceptional ''. The agent at XXXX  said he didn't know why the PNC agent said to call XXXX. It was PNC who would have the reason it was decreased. He said call PNC back and ask to speak to a supervisor. I called customer service a few times and nobody called back. Finally i get a supervisor who tells me its being investigated and he opened a complaint and someone will call me back and to stop calling because i am hitting a wall. " Stop calling here your hitting a wall ''. How's that for customer service and how to treat a customer and that's from a supervisor. A day later another supervisor calls me back. She also does not know the reason why the credit limit was decreased and apologizes for the person who told me " stop calling here.your hitting a wall ''. Now keep in mind as you can see from the activity i really didn't need this card. She presents threeoptions. 1. ) Close the account which would affect my credit score. 2. ) Appeal the credit limit decrease which would cause a hard inquiry which would also affect my credit score. 3. ) Open up a new account with one of the institutions that have pre approved me.

I don't want to close the account and have it affect my credit score. This isn't my fault why should i be punished. I don't want to appeal the decrease because it will create a hard inquiry that will affect my credit score. And i don't want to open up another account. 

If PNC was going to do this why did they give me the card in the first place? They just created a problem for me. I barely use ( used once ) and didn't even need their card. Its nice to have available but not if its going to cause a problem.

And i don't want nasty sarcastic comments when i contact PNC as a customer. This happens every single time i contact PNC over a long period of time. I just had to open another complaint in the mortgage area. Complaint XXXX-XXXX. 

Every time from now on i am not treated as a customer by PNC and do not get correct information and do not get return calls i will open a complaint with the CFPB. And i forgot to mention get nasty sarcastic comments. This has been going on with PNC for too long and they were not held accountable in the past. Hopefully with the new CFPB we will have a change and consumers will be treated fairly and as customers.

Company response to consumer: Closed with explanation