Consumer complaint received 2026-02-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: PNC Bank N.A.
State: CA

Complaint narrative:
On XX/XX/XXXX, I activated a new XXXX debit card linked to my PNC Bank checking account. Due to an issue on PNCs side, I am not able to use this card to pay online on any website that requires additional verification ( XXXX XXXX ). PNC has told me that they cant do anything to fix the problem.

When initiating a new payment on a website, the merchants website sometimes redirects me to PNCs site for additional verification. During that process, PNCs website says that its going to send me a secure passcode by text message or voice call to a phone number ending in XXXX. This is surprising, since Ive never had a phone number ending in XXXX. As a result, I can not do the verification process and complete the payment. I encountered the same issue with multiple merchants, including XXXX, XXXX, and a

n official U.S. government website. Additionally, having a wrong phone number linked to my debit card is a serious security issue, as it could cause someone else to gain access to my account. I have tried every available option to get the phone number corrected, but I wasnt able to resolve the issue. The PNC website does not list any phone number ending in XXXX in my Profile and Security and Access pages, so I cant correct it myself. Similarly, when I log in on XXXX XXXX  website shows the correct phone number associated with my card.

I contacted PNC Banks customer service, but have not been able to reach a resolution. 
On XX/XX/XXXX, I contacted PNC support via the web chat. The support agent was not able to fix the issue, and escalated it to PNC Banks Retail Escalation Group. 
On XX/XX/XXXX, a case manager from PNC Bank contacted me back. She claimed that the issue is caused by the website of the merchant ( XXXX ), that I should resolve the issue with them, and that PNC cant do anything.

After contacting Amazons customer service, I confirmed with them that the issue is indeed coming from PNC Bank. On XX/XX/XXXX, I reached out again to the case manager at PNC. She asked me for my Social Security number over the phone, saying she can use it to initiate a process to reset my phone number data. After I gave it to her, she told me that she was going to mail me a W-8 form that I would need to send back to start the process. I never received any forms. 
On XX/XX/XXXX, I contacted PNC again asking for an update on the issue. On XX/XX/XXXX, the case manager told me that she checked with the card department at PNC but that there is nothing that PNC can do to fix the issue. I asked her to reset my cards enrollment in the 3-D secure system, but she told me that its not something that [ PNC ] can do, supposedly because PNC isnt involved in that process. She told me to contact XXXX  customer service instead. 
After that call, I contacted XXXX  customer service, but they told me that they cant do anything related to customer information and that these requests must be addressed to the card department of my bank. 
On XX/XX/XXXX, I called PNC again. The case manager told me once again that PNC cant do anything about the problem. When I asked her to escalate the issue to the technical department managing the XXXX XXXX XXXX, she told me that its not something that she can do. I wasnt offered any other solution to fix the issue.

Company response to consumer: Closed with explanation