Consumer complaint received 2024-06-25
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: PNC Bank N.A. (FL)

On multiple occasions, PNC bank rejected transactions to my checking account with two different merchants at three different points in time. Two recently done transactions, approximately, XX/XX/year>, resulting in the need for me to withdrawal funds from a non-PNC atm incurring a fee from the ATM holder and a fee from PNC Bank for use of a non-PNC atm. On both occasions, I attempted to contact PNC customer to determine the reason for the denial because the funds were available in my account, however, PNC 's customer service was closed, placing me in a position of embarrassment and confusion for the transactions being denied. On XX/XX/year>, I contacted PNC bank to discuss the reason behind the denial of the multiple transactions with different merchants. After expressing my displeasure and the harm that the denial of these transactions inflicted, the customer service representative transferred me over to the loss prevention department. The loss prevention department on a recorded line stated that the reason for the denial of the transactions was because the " merchants '' used the strip portion on the PNC provided debit card and not the chip, so according to PNC policy this is a suspicious activity which there policy requires that they deny the transaction, placing the consumer or end user in an unreasonable, confusing position. Further, the represenative stated that there policy requires that the end user or consumer of their product ( me ) is to respond back to their text messages or phone call to approve the transaction " each '' time a merchant uses the strip portion of the PNC provided debit card. When I requested a reasonable solution such as how can I prevent this from occurring again, the loss prevention representative, on a recorded line, stated for me to answer the phone when PNC calls. On XXXX XXXX, a representative from PNC executive office contacts me, on a recorded line, to discuss what happened and how they can resolve, a phone call provided to yield the appearance of the attempt to resolve the issue given their response during the recorded conversation. Yet, all the representative did was reinforce the statements of the loss prevention that this was PNC 's policy. Just because an organization has a policy does not mean the policy does not create consumer harm, which is the case here. PNC seems to be under the impression that just because its their policy, its ok regardless of its inconvenience or harm that it XXXX inflict to the consumer. Further, PNC 's policy penalizes the consumer for using PNC provided technology. Is the consumer reasonably suppose to ask the merchant each time the consumer wants to make a purchase whether the merchant uses the strip or the chip for their transactions? Is the consumer suppose to each time they go out to enjoy and use their hard earned money, be concerned with whether or not the transactions is going to go through or be denied then wait for the mighty PNC to call the consumer to verify the transaction? Imagine a situation when dining with friends, and you decide to pay for the bill, then the waiter comes back and states that the transaction was denied. Any reasonable person would be embarrassed in a situation like this. Under PNC 's policy a reasonable person would have to do just that to prevent any embarrassment that they may suffer in denied transactions. Further PNC is fully aware that not all merchants have converted over and/or doesn't use the chip technology, which I am sure their merchant services can attest too.