Consumer complaint received 2016-01-29
Company: PNC Bank N.A.
State: IN
Product: Credit card
Issue: Other

Complaint:
Dear CFPB, I am writing to file a complaint against PNC Bank, and specifically in regards to my PNC points XXXX credit card account. 

I had a {$3000.00} credit on my PNC points XXXX credit card account, which PNC has removed and has failed to refund to me. Numerous calls to XXXX levels of PNC Customer Service has led nowhere. I am asking the CFPB to help me recover my money. The details are as follows. 

On XXXX XXXX, 2015, I received a refund from an airline company, which was credited to my PNC points XXXX credit card account. A credit of {$3200.00} successfully appeared on my account, and this amount was shown on the XXXX 2015, XXXX 2015, and XXXX 2015 statements. 

However, on the XXXX 2015 statement, the credit disappeared. Upon examining the XXXX 2015 statement, I observed the following charge from PNC : Date Posted Description Amount XXXX CREDIT BALANCE REFUND, XXXX DE {$3000.00} I immediately called PNC Customer Service and was informed that a check in the amount of {$3000.00} was sent on XXXX XXXX. I was told that they would investigate and attempt to locate the check. Within a few days, I did indeed receive the check ( Check Number XXXX ). I called PNC to inform them that the check had arrived, and they assured me that the check was still valid ( despite the earlier call ) and that I should deposit the check. However, upon trying to deposit the check, I was informed that a stop had been placed on the check. Thus, I could not deposit the check, and I was further charged a {$2.00} fee from my bank for the refused check. 

On XXXX XXXX, 2015, I again called PNC to request that a new check be sent. This time, I spoke with PNC Customer Service Escalations Team ( specifically to a representative named XXXX ). I was assigned Case # XXXX, and was told that they would again investigate and get back to me. After a few days, I received a return call from XXXX who stated that a new check was issued on XXXX XXXX, 2015 and that I should receive it within 7-10 days. I asked for a tracking number for the shipment, but was informed that a tracking number could not be provided, and that I should just wait. 

Having not received the check after 14 days, on XXXX XXXX, 2015, I yet again called PNC Customer Service Escalations Team ( this time, I spoke to a representative named XXXX XXXX. I was yet again told that they would again investigate and get back to me within 48 hours. I never received a return call. 

As a last effort I reached out to PNC via their XXXX page and then followed-up with yet another phone call to their Escalations team. They told me that XXXX was still " investigating '' the issue and would call me back. Within a few hours, XXXX called back, stating that yet another new check was issued, and I should receive it in yet another 7-10 days. Again, no tracking was available. 

To this date, I have still not received the check. 

Each time I call the PNC Customer Escalations Team, I must wait several days for them to " investigate '' the issue. Each time, I am promised a new check. Each time, I wait 7-10 days, only to receive nothing. 

I have been given the run-around. It would seem that PNC intends either to never send the refund check or to put a stop to any refund checks that might be sent. 

The resolution I am seeking is for PNC to immediately credit the {$3000.00} + {$2.00} back to my PNC points XXXX credit card account so that I can access the money. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation