Consumer complaint received 2026-02-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: PINNACLE FINANCIAL PARTNERS, INC.
State: NC

Complaint narrative:
XXXX contacted XXXX XXXX ( the primary account holder ) about charges on my card on XX/XX/year>. We had used my card on XXXX and the charges were still pending. The transactions looked correct. They told him they could see a {$40.00} transaction and a {$4.00} transaction. After the transactions posted, we decided to cancel the card just to be safe. XXXX called them back to cancel my card and order me a new one on XX/XX/year>. He had a difficult time canceling my card with the person at customer service. He requested that my card be closed and another one sent. We were waiting for the new card to come before we went on vacation on XX/XX/year>. We thought two weeks would be plenty of time for it to come in the mail. It did not come but we didn't worry because we knew we had his card. Fast forward to XX/XX/year>, XXXX called XXXX credit card customer service that morning and gave them the number on his credit card to give them the information they needed to add travel notes to his card before we left for our trip. Our trip was to XXXX Fl, then a cruise to XXXX, XXXX and XXXX. They told him they added travel notes to his card. We get to XXXX and check in to our hotel trying to use XXXX 's card and it was declined. I called the bank, they told me that we were using the wrong card. I said that is the only card we have. She said he has another card, that one doesn't work. They cancelled XXXX 's card and ordered him a new card instead of cancelling my card and ordering a new one which explained why I had never received a new card. So there we are in Florida with no credit card, getting on the cruise ship the next day. I was very upset so I asked for my card to be sent to our home address asap, so it would be there when we got home. She told me that someone would have to be there to sign. She was not very helpful and she was rude. I hung up with her, paid for our room with our debit card and called back again later. I was very upset that they had cancelled XXXX 's card in error and not even told him THAT MORNING when he called in to put travel notes on his card. I asked them if they could turn the card back on, they said they could not. They did not offer to do anything or even apologize for the error. Exasperated, I got off the phone with her. Later that evening, the manager of the local branch called me, XXXX XXXX, and said that she had gotten a message that my card wasn't working and that she told them to turn it back on, to try the card, it should work. I tried the card again and it did not work. I called XXXX credit card customer service again and they told me that the card could not be turned back on. We were stuck with no credit card for the entire trip. We reluctantly used our debit card and another bank but did not want to. When we got back from the trip, my new credit card was in the mail. We have yet to receive a new card for XXXX.

Company response to consumer: Closed with explanation