Consumer complaint received 2024-08-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: PNC Bank N.A.
State: KY

Complaint narrative:
I am unable to send you any details as I am not allowed to log into my account anymore so I can not see my history, balance, etc. The account has finally been closed because PNC Bank ( originally XXXX ) turned me over to a Collection Agency. I received a collection letter today from XXXX XXXX XXXX. I am assuming it is for a PNC Bank Credit Card which was originally an XXXX Credit Card. If I had not had a balance on the card, I would not have continued on with PNC Bank because I know friends who have had very bad experiences with them. In XXXX, I went through and am still currently going through a financial hardship due to health issues and a federally declared natural disaster that required that I invest a lot of money in my home. I have tried multiple times since last year to contact PNC Bank to try to get them to close the account and set me up on an affordable payment program. They did not respond to emails or letters. I first tried to contact them by mail and email in XXXX of XXXX and again in XXXX of XXXX and a third time in XXXX of XXXX. I tried multiple times to call as well but but was unsuccessful because I could only call after hours as I have a full time job and am not allowed to take personal calls during business hours. If I take these calls at work, I can get fired and I need my job. Written communication should have been enough anyway. My letters and emails informed them of why I could not speak by phone or afford the monthly payment but again, no one would respond so I didn't know what I was supposed to do. During this whole time, PNC Bank continued to tack on late fees and other charges to the point where my monthly payment was more than my mortgage payment and the balance was doubled ( The collection agency gave me a balance of {$4300.00} which blows my mind ). I gave up honestly because I have an anxiety disorder and it was making my health issues with my XXXX even worse and I needed to concentrate on my home and the roof that I lost. I can no longer access my account online so I can't see any statements, history, what I am being charged, etc. Even if an account is closed, I feel I should be able to see my history. I never had an issue with XXXX. I have multiple credit cards and they are ALL currently being paid on time at a monthly payment I can afford because all of these creditors all agreed to work with me due to my circumstances except for PNC. They all said I qualified for a hardship program. PNC Bank was the only one that would not respond so that I could set up a payment I could afford. I feel that this is abusive predatory behavior because of my circumstances. I have disputed the balance that needs to be repaid with the collection agency because I believe it should be the balance when I reported that I needed assistance and was ignored. I'm almost relieved that I at least have someone to work with unless they try to enforce the inflated balance. I want to praise the creditors on my other cards which include XXXX XXXX XXXX XXXX XXXX  and XXXX who did not hesitate even for an instant to help me.

Company response to consumer: Closed with explanation