Consumer complaint received 2025-11-21 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: PA

Complaint narrative:
I am submitting this complaint regarding repeated system, authorization, and privacy failures by PNC Bank that have remained unresolved after multiple attempts. The issues involve a deactivated debit card continuing to process transactions, contradictory system behavior, and repeated privacy exposures to an unauthorized third party. 

1. Card deactivation failure My wifes previous debit card for our joint account was confirmed by PNC to be deactivated when she received a replacement card. Despite this, PNC continued to process transactions under the old card number for months afterward. Some transactions were duplicates of legitimate purchases made on the replacement card ; others were subscription charges that had been cancelled. Because the card was not supposed to be active, I maintain these transactions could not have been authorized under that instrument.

2. Partial reimbursement and contradictory reasoning PNC issued a partial credit of {$630.00} ( XXXX + XXXX ) on XX/XX/XXXX. They denied the remaining {$2800.00} as untimely reporting, even though the activity was ongoing at the time and I had repeatedly notified PNC of the issue. The continued posting of charges to a deactivated card contradicts their explanation and suggests a system-level failure rather than late reporting. 

3. Duplicate card entry in my account view After reporting the issue, my PNC online portal displayed a duplicate entry for the same account attached to the card that was supposed to be deactivated. This indicates a database or customer-profile linking error. The duplicate entry persisted for months and continues to appear.

4. Privacy alerts sent to an unauthorized third party On two separate occasions, fraud-alert notifications were sent to my mother, even though her contact information had been removed from my profile years earlier. Her number had originally been associated with an older individual account I held while living overseas. The reappearance of this legacy contact information across a different card in my current Virtual Wallet portfolio demonstrates improper data propagation within PNCs systems. This occurred both before and after PNC was notified about the issue, resulting in repeated unauthorized disclosures of account-related alerts.

5. Attempts to resolve the issue I have raised these concerns multiple times with PNC, including with Executive Relations. I provided documentation, screenshots, and spreadsheets of the affected transactions. Despite this, I have not received a written resolution plan, nor a substantive explanation of the system failures described above. PNC representatives have repeatedly insisted on handling the matter by phone, which does not provide an accurate or verifiable record, and no corrective action has been taken in writing.

I am submitting this complaint because PNC has not resolved these issues internally despite multiple attempts and clear documentation of system and privacy failures. A timeline of these events will be included with the document submissions.

Company response to consumer: Closed with explanation