Consumer complaint received 2022-08-03
Company: PNC Bank N.A.
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My debit card declined while trying to buy a money order for {$510.00} ( transaction total {$510.00} ) at XXXX # XXXX on XX/XX/XXXX. I tried several times using correct PIN, but it declined each time. I left the store and called BBVA. BBVA said the transaction went through & a subsequesnt transaction for {$180.00} went through leaving my account balance at {$0.00}, debiting out my full account balance. I immediately returned to the store ( XXXX supermarket ) to get it straightened out, while on the phone with BBVA. BBVA refused to speak to customer service manager XXXX but opened a dispute for {$700.00}. XXXX XXXX showed me transaction history for the XXXX store assuring me the card declined each time. I did not hear anything until late XXXX when two letters came dated XX/XX/XXXX for separate amounts {$510.00} & {$180.00} both denying my dispute. By phone I was informed the {$700.00} dispute I filed minutes after the card declined was closed because it was filed improperly. When asking if their agents filed it improperly BBVA said " apparently ''. The provisional cedit was removed in late XXXX & on XX/XX/XXXX two days before rent was due again I was informed by " XXXX '' in fraud dept that my debit card was cancelled by the bank & a new one in the mail to me. 
In late XX/XX/XXXX I went to XXXX XXXX branch trying to speak with someone who could assist me in getting my stolen {$700.00} back. The teller " XXXX '' told me to call customer service, so I called while sitting in the branch ( I had already spent countless hours on the phone explaining the situation to multiple people and just wanted to deal with someone in person instead ). The branch manager took me into a cubicle & called the fraud dept and then left me alone there. The fraud department representative could not give me any information, stating they were " short-staffed, '' and when he asked for the bank branch manager 's employee ID number, she wouldn't give it to me, saying that I did not need it. In XX/XX/XXXX I filed a corporate complaint with XXXX XXXX had a response in writing from the store mgr. XXXX XXXX stating that no money was received from my debit card XX/XX/XXXX, that each attempt was declined, that there was no money order for {$510.00} and no history of either of the disputed amounts ( {$510.00} & {$180.00} ) other than the declines. XXXX insisted they did not have my {$700.00} & to dispute with the bank. I sent by fax ( XXXX ) and by priority mail XXXX to Legal Dept for BBVA ( BBVA legXXXX department XXXX XXXX XXXX XXXX XXXX Alabama XXXX ) the letter from XXXX, copy of my photo ID, bank statements showing the debit ( XXXX ), copies of letters notifying me of unseccessful disputes, and a letter explaining the facts and requesting remedy. On XXXX, I received a call from BBVA saying two new disputes had been opened by them for the respective amounts. Soon after that the merger took place with PNC. After transferring to PNC I received notice that the disputes were closed against me once again, and the provisional credits removed once again. I proceeded to open a dispute at PNC branch number XXXX with manager/vice president XXXX XXXX XXXX That dispute again failed. I requested him to assist me in getting the letter from XXXX to PNC, as I had already sent it to BBVA to no avail. He did not assist me in doing so but only in opening new disputes. I later requested him to assist me in trying to obtain timestamps for the two supposed transactions but he did not assist me in that, saying he was not able to see it in his computer. XXXX XXXX I proceeded to file a police report for the stolen {$700.00} since disputing the error had not worked. The police investigated at the merchant 's location, XXXX with the manager ( who had already communicated with me in writing ) and finding that no money was received by XXXX from my debit card, and that I received no services or merchandise for the money. Upon opening yet another dispute for {$510.00}, I asked XXXX XXXX why he had not asked this time if I had a police report, as he had asked every other time. He said they didnt need it. I provided a copy of the email from XXXX to XXXX XXXX as well as a copy of the police report ( in person & by email ), asking him to please assist me getting it to the persons handling the open dispute, so they could consider the response from the merchant, or AT LEAST contact the merchant themselves. He did not assist me. As advised by the police, I requested XXXX XXXX XX/XX/XXXX & XXXX XXXX to please assist me in obtaining the " authorization codes '' for the supposed transactions, which would have to be present for transactions to go through. He did not or could not assist me. He gave me a number which was not useful, but being still inside the branch, I was able to get another number then get transferred to someone who opened new disputes and escalated them. However, that also was closed against me & provisional credits removed, and I am still without my {$700.00}. As a single working mother with no help, my rent money is crucial to my finances, and should have been returned to me as soon as this banking error was discovered. Instead BBVA ( now PNC ) have failed to properly investigate, sweeping it under the rug. Their failure is immoral as well as negligent.

Company response to consumer: Closed with monetary relief