Consumer complaint received 2015-05-22
Company: PNC Bank N.A.
State: FL
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
On XXXX/XXXX/15 I filed a dispute on a transaction I saw on my bank activity because I could not remember making the transaction. I sent an email XXXX thing on XXXX/XXXX/15 asking for the dispute to be cancelled because I then remembered what the charge was for. I received an email back from XXXX XXXX XXXX informing me that my PNC XXXX Debit Card was closed as this transaction was reported as fraud. He said I would need to contact PNC to have a new card reissued. I call Customer Service on the evening of XXXX/XXXX/15 and while on hold the message said I could go online and have a new card reissued. I went online and found the debit and credit services section. I went in and found a picture of my PNC XXXX Debit Card and next to it said suspended. There was an option at the bottom to reactivate which I did. I continued to use my card all that weekend up to XXXX on XXXX. I went out to lunch on XXXX about XXXX and my card did not work. I immediately contacted PNC Bank via email and received a response from XXXX XXXX who said they would be more than happy to have a new debit card issued. I asked XXXX why I was able to reactivate my card on XXXX and use it all the way up to XXXX on XXXX and she would not answer the question and just apologized for any frustration this has caused. I asked XXXX XXXX again on XXXX why I was able to use my card for XXXX days and why did they cancel my card on XXXX without my approval? She continued to evade my questions. I then received an email from XXXX XXXX who stated when the dispute was submitted on XXXX at XXXX the debit card was closed which is untrue since I was able to use it up until XXXX. XXXX then continued to say that the investigators began working the on the initial dispute on XXXX at XXXX and they closed my card. This does not make sense since I cancelled the dispute on XXXX. I asked again why my card was closed without my approval and why I received a generic PNC Debit Card instead of another PNC XXXX Debit Card like I have had for many years. I received another email from XXXX XXXX on XXXX stating it had been an oversight that a XXXX Debit Card was not ordered and that this has been escalated to their Client Relations department and to allow XXXX business days for a call. I received an email from XXXX XXXX on XXXX at XXXX stating she attempted to contact me by phone ( came to find out they had the wrong number and did not ever ask to confirm ). XXXX asked me to call her during her working hours of XXXX - XXXX Mon - Fri. I responded back on XXXX at XXXX explaining I manage a call center and I was unavailable to talk during her working hours and email was the best form of communication. XXXX emailed me back on XXXX at XXXX stating she needed to speak to me verbally. I responded on XXXX at XXXX stating all I want is for a new PNC XXXX Card overnighted to me with the {$10.00} fee waived since all of this was an error on PNC . She never responded to my email. Today I received a letter in the mail stating she reached out to me by phone and email and never received a response from me. I will be more than happy to forward all of my correspondence with PNC including XXXX XXXX Executive Client Relations, XXXX XXXX XXXX XXXX. This whole situation has been frustrating and extremely embarrassing when my card declined.

Company response to consumer: Closed with monetary relief