Consumer complaint received 2025-06-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: PNC Bank N.A.
State: MI

Complaint narrative:
This complaint is made against PNC Bank at : PNC Bank XXXX XXXX XXXX at PNC XXXX, XXXX XXXX XXXX, XXXX, PA XXXX. 

PNC refuses to fix it's automated system so that business customers can use that system to make payments to their credit card account especially when PNC doesn't have a bank nearby. Yes, one can set up an online account to do that but it then exposes their customers to another way their personal information can be compromised. I refused to do that. I was given an account control number to use to access my account to make online payments but their automated system mostly fails to work for that. I had someone from the company contact me about my concerns but they were too stupid to understand the problem to fix it. Because I had made a few successful payments before using that system they told me it was working well. But that was completely FALSE! I'm not even certain the person I was talking to knew this was a business account and not a personal one. For all I know the system may work fine for personal accounts. 

Here are a list of frequently encountered errors and stupidity designed into in their automated system. 
1. The first options given don't include " make a payment ''.

2. Neither of those two options work for getting a payment made.

3. Understand that the only way to get the first two options is to enter my account control number, last four digits of my identification, and then my zip code. I access my account using the only phone number that goes with my account which isn't my cellphone #.

4. Once I request an option to make a payment it asks me for most of the same information again that was already given that identified me.

5. Then the system goes into a cycle of minimum payment due, previous balance, and current balance but cuts off every time without giving me that information.

6. Then it offers me the option to have the automated system take my payment.

7. When I answer Yes, it goes through the same routine of giving me my minimum payment option ... until it cuts off at the current balance again which it then transfers me to someone who will handle this for me.

8. The next process involves me verifying myself all over again to an actual person that can take as long as five or more minutes because I can be put on hold indefinitely. And this process is made more difficult because I call using my home phone which is the correct business phone number attached to my account. One of their stupid representatives called me back and wanted to text me a code and asked me for a cell number. When I asked her if I gave her a number to a " burner phone '' how would that identify me and she couldn't answer that. I can't think of any reason why this kind of nonsense makes sense given that I was already identified by the automated system to make a payment until it stopped working and was automatically transferred to someone who could take the payment ( I couldn't have gotten to that person without being identified ). The automated system doesn't require a cellphone number or statement information to take a payment. 
9. And I need to also mention this system defect. While it has an option to speak or touchtone responses, often when you use the speech enabled option it can't understand anything. So I got used to yelling my account number, which sometimes corrected that issue but not always.

10. I am guessing here but I believe to the best of my knowledge these same problems have re-occurred at least 25+ times including three or four times during each attempt. 

I have tried multiple times to get PNC to fix their system or install a much better one but they are too cheap to do that. Instead they have wasted hours of my time trying to make payments and discuss this issue with employees. In the meantime I will be transferring all my auto payments and other re-occurring payments to another business card. Until this issue is fixed I won't be doing anymore business with them. And I expect some reasonable compensation for the time I have wasted trying to make payments over the phone and talking to people who won't fix the problem. No one should be doing business with this bank because it's obvious they don't care enough about either your own personal security or your time. They are just too cheap to care about any of that.

Company response to consumer: Closed with explanation