Consumer complaint received 2021-12-13
Company: PNC Bank N.A.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
-requested to redeem 69,939 pts. for cash w/BBVA ( before PNC conversion XXXX ; was explained first need to be processed as a credit to the a/c and once credit hard posts can request a check to be sent out to me ( this took place prior to XX/XX/XXXX ) XXXX ... pts. redemption amount of {$690.00} hard posts to a/c ( resulted in me calling XXXX to ask for and initiate refund check to be mailed out ... explained process would take about 1wk ) XXXX ... XXXX subscription hit a/c and reduced the rewards pts credit to {$680.00} XXXX ... new refund amount of {$680.00} was taken out of a/c ; described as, " sale adjustment XXXX XXXX '' ( XXXX PNC consultant on XX/XX/XXXX call ( XXXX mst ) confirmed this was indeed a description for a refund to card holder and not a creditor/merchant charge to a/c ) -week prior to XXXX XXXX ( possibly XX/XX/XXXX ) ... called PNC bank to inquire about refund check ; had not received yet from supposed mailing on said XX/XX/XXXX date . Consultant verified check had begin requested and processed but since I hadn't received it w/in that month duration another refund check was put into process in said amount ; however, mailed to alternate address due to potential mail fraud purposes. 
XXXX ... still no refund check received, so called PNC and spoke w/consultant XXXX ( refused to provide employee I.D . or call center location ) explained " check had been requested but not no check could be found '' she spoke w/her supervisor and furthermore explained that this issue had to be escalated to a different dept. since other charges had occurred since the initial request/s. Had the refund processing been handled appropriately the first time there would have been no issue w/verifying charges against credit. XXXX further stated this process could take another XXXX  days to complete AND if I don't have my refund check by that time that I would need to call back to see why. Therefore it seems to reason that after this escalation ( and yet another extended waiting period ) my refund check still may not be processed/completed. I would like my money refunded ASAP there was an agreement made to provided me a refund check for the credit that came by way of redeeming my rewards points... It is very unsettling that a financial institution is able to hold XXXX a credit card consumer 's money w/absolutely no recourse to the credit card company. I even asked if once they completed their research and see that there indeed was a credit refund check for said amount if they could overnight the refund check since I have been dealing w/this issue for XXXX  months and XXXX said her supervisor no to the request ; furthermore displaying the lack of respect and professionalism and responsibility that you would come to expect from a financial institution, after all if the situation was reversed and I owed them money the 'd exhaust every major power resource they had to collect payment. Not ethical for the credit card company to give same regard.

Company response to consumer: Closed with explanation