Consumer complaint received 2021-12-31
Company: PNC Bank N.A.
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I was a BBVA customer, then PNC bought BBVA so I became a PNC customer. I received student loans into my online checking account so I had a balance that was more than I usually have. BBVA dropped the ball as they basically disappeared overnight. I had my debit card stolen and it was used by someone else, BBVA did research and deemed it fraudulent and I received my money back. The overdraft fee domino effect caused from the fraud made my statements hard to interpret. I was convinced an error had been made, I estimated the mistake to be approximately XXXX or XXXX off in my favor. I was in my final weeks of college so I decided put business matters aside in order to graduate. I began receiving all of my new PNC banking information- I never would have stayed with them because BBVA was a free account and in fine print PNC was not. I did not use my PNC account, I was waiting for a resolution before I added any confusion. I could no longer access my BBVA statements via the web and a branch is 2 hours away. I called PNC multiples times. I was told they bought company BBVA but not their debt, I challenged that and was then told by PNC that they could help me. I finally got in contact with an individual at PNC who discovered how to access prior BBVA statements. I was able to upload them and he told me to take the weekend to look over them to contact him on Monday with the mistake that I was trying to describe. I waited on hold on Monday morning for several hours got on the website and it was all different and I could no longer find the statements. Finally when I spoke with a banker I was told that my account was charged off and it was in a collections for the total of {$20.00}. I can not believe they canceled my account over {$20.00}, especially when a complaint or dispute has been filed. I would not have had a {$20.00} balance had it not been for the fraudulent transactions and the mistake that was made that I'm getting ready to discuss. XX/XX/XXXX my statement shows a duplicate charge from an ATM withdrawal for the amount of {$200.00}. Stay withdrawal entry on the statement is the exact same date the exact same amount the exact same ATM and transaction number, along with fees for the withdrawal. I have opened up disputes and been denied and today XX/XX/XXXX I spoke with XXXX, after we had played phone tag for over a week which is basically how the entire communication attempts with PNC typically was handled. She informed me that my dispute have been denied due to the fact that 60 days is their dispute limit. I'm not quite sure how I could dispute this charge with them if I could not contact anyone or if Representatives did not know how to give me my statements. I finally received all of my statements when I went into a branch that was 2 hours away. I told XXXX that I became a PNC customer one of the merge happened XXXX and had never used my PNC banking card. She did not seem the least bit concerned about a resolution more about how I was going to pay the {$20.00} that was charged off and my account was closed. This baffles me, to dohat somebody would close your account over {$20.00}, especially after numerous calls complaints and disputes regarding the account in its entirety. I feel that it is not my fault or issue or problem that BBVA merged or was bought out by PNC during a fiasco that left me with a closed bank account, {$20.00} going to collections, and hard work and research, trying to figure out a resolution in order to present to PNC. There is not one individual who tried to make one effort to help me solve my issue, in fact it seems a little strange that whenever I try to let them know that there was a mistake or a problem, my account was closed immediately. I feel that I'm owed {$200.00} from PNC because they bought BBVA and BBVA did not finish their part prior to the merge.

Company response to consumer: Closed with explanation