Consumer complaint received 2026-01-28 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: MI

Complaint narrative:
I am submitting this complaint regarding PNC Banks handling of my request for credit card financial hardship assistance. 

In approximately late XX/XX/year>, I contacted PNC Bank by phone to request financial hardship support for my PNC credit card following an abrupt job loss. During that call, I was instructed by a PNC representative to apply through a specific website for hardship assistance. That website did not function properly and did not allow me to complete an application. I attempted to access it multiple times without success. 

After receiving no follow-up and no alternative method to apply, I contacted PNC Bank again approximately XXXX month later. During this second call, I attempted to apply for financial hardship assistance directly over the phone. My application was denied. 

During this call, I specifically asked why I did not qualify for hardship assistance and what criteria were used to deny my request. PNC Bank representatives refused or were unable to provide any explanation for the denial, leaving me without any understanding of how eligibility was determined or whether my financial circumstances were properly reviewed. 

My financial hardship is legitimate, well-documented, and ongoing : I lost my job without notice in XX/XX/year>. 

My mortgage is currently in forbearance. 

I am awaiting an unemployment hearing in the XXXX of Michigan. 

I am currently receiving XXXX benefits. 

My only source of income is XXXX XXXXXXXX compensation in the amount of approximately {$180.00} per month. 

Prior to this hardship, I had an excellent payment history with PNC. I always paid my credit card balance in full each month, was never late, and maintained an excellent credit score. I contacted PNC proactively to seek assistance before missing payments, yet I was directed to a non-functional application process and then denied assistance without explanation. 

I believe PNC Bank failed to provide reasonable access to its hardship assistance program, failed to properly review my financial hardship, and failed to disclose the basis for its denial after I specifically requested that information. This prevented me from understanding my options or correcting any alleged deficiencies in my application. 
I am requesting that PNC Bank : Conduct a proper review of my financial hardship with full consideration of my current income and circumstances.

Provide a clear written explanation of the reason for denial and the eligibility criteria applied.

Offer appropriate hardship options, such as temporary payment relief, fee or interest adjustments, or an alternative hardship accommodation.

I am submitting this complaint to the Consumer Financial Protection Bureau due to PNC Banks handling of my hardship request and lack of transparency regarding its denial decision.

Thank you for your assistance in reviewing this matter.

Company response to consumer: Closed with explanation