Consumer complaint received 2024-08-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: PNC Bank N.A.
State: PA

Complaint narrative:
On Monday, XX/XX/year>, I went to PNC in XXXX, PA bank to withdrawal money from my account. The teller informed me that my PNC debit card expired and asked if I had another bank card which I did and gave it to her. She informed me that I could go see a bank associate ( XXXX XXXX at the desk and she could provide me with a new debit card. I went to the associate 's desk and gave her my license and expired debit card, she was on her computer for a moment and then told me she would be right back with my new card. She brought my new debit card to me and asked me if I would like her to shred my old card. I initially told her yes, then told her no, I would shred it at home. I took the cards, thanked her and left. This all took no more than 10 minutes or so. 
On Tuesday, XX/XX/year> at XXXXXXXX XXXX, I received two notifications from XXXX ( via email and two through text ) that there were credit inquires but since XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I figured it could be with that and that I would review it when I had a chance. 
On Wednesday, XX/XX/year> at XXXXXXXX XXXX, I received a call from PNC bank. I answered it and the woman stated she was calling me to review my credit inquiry. I immediately informed her that I was not looking for any credit and thaXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and I can't apply for credit which would affect my credit scores. I asked her who authorized it and she gave me a woman 's name ( XXXX XXXX and then I asked her who was the branch manager and she also provided me with the manager 's name ( XXXX XXXX. I informed this woman that I would be going to the bank first thing the next morning to speak to the branch manager. 
On Thursday, XX/XX/year>, at XXXX XXXX, I went to the bank. There is a small table where bank associates sit and greet customers. I was asked how I can be helped and I informed the associate that I needed to see the branch manager. She asked why and then I noticed her nametag and it had XXXX on it and it was the same name I received the day prior. I asked her if she was the branch manager and she informed me no. Then I realized that she was the associate that took care of me Monday and I told her that she was the one who gave me my new debit card. She asked me what happened and asked me for my license and she looked me up on her laptop as I proceeded to tell her my story... asked her if the teller 's name was XXXX and she told me no and that her real name is XXXX but she goes by XXXX. I asked her how this could happen and then she looked at the computer and told me that she had in her notes that we discussed a credit card. I told her no, we did not have that discussion. She then proceeded to tell me that in her notes, she also has that we discussed a person loan. I told her she was lying and that those discussions never happened. I told her I know exactly how personal loans work, I received one the prior year from XXXX XXXX. I told her we had minimum conversation and that the video footage from the cameras need to be reviewed. 
After about 30 minutes, I was able to meet with XXXX, the branch manager and also another associate, XXXX, in XXXX 's office. I explained to her what happened and asked the ladies how that could have happened to me. I was quite concerned about my credit for the new home and also identity theft. They didn't have any answers for me, there was speculation ; XXXX stated perhaps my profile was open when XXXX XXXX XXXX XXXX met with the next customers. XXXX then proceeded to call a number regarding the credit card and informed them that it was put through in PNC 's error and that it needed to be suppressed and not show up on my credit card report. She called another number but that was an incorrect number and she told me that would need to call loss prevention regarding the personal loan. She informed me she would get back to me later that day, I left at XXXXXXXX XXXX, after being in the office for about 30 minutes. 
I never heard back from XXXX but received a call from a PNC executive client relations associate regarding the matter. I was on the phone with her for about 30 minutes, informing her what happened and my concerns regarding my credit and identity theft. She informed me that she would be my point of contact going forward and that she wanted to set up a call the following Friday at XXXXXXXX XXXX  so that she could give me an update regarding the investigation, we did set that date and time. 
On Friday, XX/XX/year>, at XXXX XXXX, I went to the local police department and reported the incident. 
After that, I went back to the bank and met with XXXX and XXXX again. I asked them if there was any kind of signature, electronic and they told me no. XXXX said there was a loan number involved and that she could give that to me. She printed the paperwork that pertained to the credit card and also a one page sheet with the loan number on it. She explained thy do not need to get signatures during the application process. I told her that I didn't complete any application and she told me that XXXX did it. I informed them I went to the police and gave them the officer 's name and case number. I told them next steps for me was the CFPB and XXXX informed me that she already informed them about the credit card. I then asked her about the personal loan and she told me that she was working on that. I thanked them for their time and left. 
Monday, I left a message the executive client relations associate and she called me back on Tuesday and I gave her an update. She told me that the CFPB is for customers to use and that it isn't for staff to report complaints on customers ' behalf. She also informed me that there is a different branch in her division that handles complaints that come through CFPB so this shows that it was not reported like the branch manager indicated.

Company response to consumer: Closed with explanation