Phillips Trenching & Well Drilling

PNC Bank, N.A. responded to Candace Murphy on September 27, 2016, and considers this matter addressed.

October 5, 2016PNC Bank, N.A. responded to [redacted] on October 5, 2016, and considers this matter addressed.Thank you,ACBPNC Bank

March 6, 2018[redacted]...

[redacted]RE: Revdex.com Case Number [redacted]Dear Ms. [redacted]:This is in response to your complaint filed on October 26, 2017, with the Revdex.com of Western Pennsylvania regarding your experience with several representatives of PNC Bank, National Association (“PNC”). Thank you for taking the time to speak with me on November 13, 2017, regarding your complaint. I appreciate the opportunity to address your concerns.In your complaint you stated that you were treated horribly by four (4) named representatives when you called PNC’s Customer Care Center for Apple Pay verification assistance. You stated that after several conversations with representatives, PNC informed you that your debit card was blocked due to suspicions of a woman calling in to PNC stating her name is [redacted]. You stated you felt you were being discriminated against due to your name being male and you are a female, and you requested an explanation as to why your card was deactivated although you completed the verification process. PNC denies that any discrimination occurred.PNC recognizes the importance of treating all individuals fairly and equally, and works diligently to ensure that its employees communicate with individuals in a professional manner and do not engage in any discriminatory behavior. All of PNC’s policies and procedures are administered without regard to race, religion, color, age, sex, national origin, ethnicity, disability, or other factors identified and protected by applicable laws.Mobile pay calls have high fraud potential and representatives are trained to vigilantly look for inconsistencies and red flags when verifying the identity of mobile pay callers. Red flags may include a lack of information about the account and/or a reluctance to provide information during the identity verification process. If an inconsistency or red flag is uncovered, representatives are trained to refer such callers to a branch or escalate such calls to our Card Loss Prevention department where more in-depth identity verification is conducted. This process is to protect both the customer and the bank from potential loss.PNC researched your assertions regarding this matter, including a review of five (5) recorded conversations and determined that the appropriate procedures were followed in relation to PNC’s Apple Pay verification process, referring you to our Card Loss Prevention department or the Branch, and verification of your identity. Further, our review determined that your debit card was blocked because of your inability to complete the Apple Pay verification process over the phone.Our research indicates that in the first four calls you either had difficulty in providing the required transaction information for identity verification, or would not provide additional information to the representative. As a result, PNC representatives either transferred your call or referred you to a branch for assistance because you failed to provide the requested account information. Further, we found no evidence to substantiate your claim that a representative terminated your call.The first two representatives appropriately advised you that they were Senior Associates who serve as supervisors when no other supervisors are available, therefore your call could not be escalated at that time.During the third call, given the failed attempts to properly verify our identity, a temporary hold preventing debit transactions was placed on your debit card until proper verification could be completed.During the fifth call on the morning of October 11, 2017, you were able to provide the information requested by the PNC representative for identification purposes; however, the potential fraud status code had already been placed on the debit card based on your previous interactions with PNC personnel. Further, during this call, you indicated you were going to close all your PNC accounts but still wanted to activate your Apple Pay. The representative appropriately referred you to a PNC branch for further assistance. When you requested to file a complaint, it was filed appropriately and was handled internally in accordance with PNC procedures.Based on PNC’s review of your concerns, PNC representatives followed the appropriate processes and procedures. Your name or gender was not a factor in this matter. However, and although no discrimination occurred during your interactions with PNC representatives, PNC identified opportunities for improvement, which were shared with the appropriate levels of management.Our records reflect that the hold placed on your debit card ending XXXX on October 10, 2017, was removed on October 12, 2017. Further, during our conversation on November 13, 2017, you confirmed that your Apple Pay issue has been resolved.Thank you for allowing me to clarify PNC’s position in this matter. If you have any further questions regarding this issue, please feel free to contact me directly at XXX-XXX-XXXX. I am available Monday through Friday from 8:00 am to 4:45 pm, Eastern Time.Sincerely,XXXXXXXXXXXXXXXXExecutive Client Relations PNC Reference Number XXXX

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
PNC...

was only able to correct the problem AFTER I filed this complaint  I made numerous attempts and provided the same information and details to  my local branch and the HQ in Pittsburgh, to have this problem resolved to no avail  It has taken more than 3 weeks to get the ISF fees refunded but I am satisfied they finally were  Only after filing this Revdex.com complaint,
Regards,
[redacted]