PNC Bank Complaint - Deactivate ATM card - Checking account
Several months ago, we went to use our PNC check card and it was declined. So we call the 1-800 number but it's after 10 pm so no one is there to help us. We wait until the next day and call as soon as their call center opens. We are told they have no clue as to why are cards are DEACTIVATED. There is money in the account, they haven't been reported lost or stolen, and the account is still open. Their advice is to go into a branch because apparently, the branch put the hold on the card. But it was Sunday, so no branch was open. After speaking with multiple people who tell me there is nothing they can do, we finally get someone who re-activates our card over the phone. No reason can be given for why they were deactivated in the first place. No one wants to take responsibility for it.
Tonight, the same thing. My husband just finished 7 days straight of work. Tomorrow, he starts 13 solid days of work. This was our only time to get out and have some couple time. Hire babysitter, hop in car, go get gas....card deactivated. Once again, it is after "business hours" and no one is available to help us until tomorrow. We are beyond furious and will be closing our account ASAP. While they have our home phone, cell phones, and email addresses, we were not notified of the deactivation. The first time it happened, we never even got a snail mail letter of explanation.
UPDATE: Called this morning at 7:20am and was told by automated system that it would be a 4-5 minute wait. At about the 4 minute mark, I hear a click and a message saying to leave a voicemail. I hang up and call back and got someone right away. She told me that she couldn't do anything since that department didn't open until 8am and that I should call back. I did. I spent 5 minutes explaining the situation, 35 minutes on hold, 2 minutes talking again to the rep and then another 10 minutes on hold. She told me her supervisor couldn't reactivate the cards via the phone. I replied that wasn't true because that's what they did last time. She agreed that some supervisors "don't do that" but she had multiple supervisors in several states that she could try. I got the cards activated again.
When I asked why they were deactivated, she told me that it could be a merchant reported fraudulent charges, but when she checked, she said no. Then she told me it was because we were overdrawn, which we were the prior week but it was covered with a direct deposit 2 days prior. I asked her what triggered a deactivation versus just declining the card and she said it was the amount of days overdrawn. I asked her to quantify that and she checks the account again and says, "Oh, that's not it". Then she tells me that overdrawing 10 times in a 30 day period would deactivate the card. I told her there was NO WAY we overdrew our account 10 times. This was a one time emergency that we had to deliberately overdraw the account and I was aware of it and covered it. So, then the reasoning was the amount we overdrew the account. Then she says, "Oh, that doesn't look like it was it either. Well, they are activated now". Gee, thanks. I understand declining the card but deactivating it? Even though the account was brought in good standing 2 days prior, we still had no access to our money. As for notifying us, we were told they "try to make an effort to contact the customer". We have no messages or missed calls.