Consumer complaint received 2017-08-10
Company: PNC Bank N.A.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Between XXXX XXXX and XXXX I visited a merchant that appears on my account as XXXX XXXX IN XXXX XXXX PA. The following authorized charges posted to my account : XXXX - {$24.00}, XXXX - {$13.00}, XXXX - {$11.00}, XXXX - {$12.00}, XXXX - {$15.00}, XXXX - {$27.00} Several weeks after visiting this merchant, the following UNAUTHORIZED purchases posted to my account : XXXX - {$27.00}, XXXX - {$27.00}, XXXX - {$11.00}, XXXX {$27.00} I have tried to contact the merchant on many occasions ( for either more information on these unauthorized charges or for a reversal of the charges ) and they have never answered. As a result, I filed a dispute for the unauthorized charges on XXXX. However, only the charge of {$27.00} from XXXX was disputed. I was advised that my dispute was denied, due to my purchase history with the merchant. I was advised that my claim was reviewed as a completely unauthorized transaction and that I was unaware of who the merchant was. However, this is not the case. The charges from XXXX through XXXX are valid. The charges from XXXX to XXXX are UNAUTHORIZED. I am not sure if this was simply a mistake from the merchant, or if this is due to suspicious activity from an employee of the merchant. However, since I can not get ahold of them, this is unclear to me. Today, I called regarding the denied dispute. I clarified that I do have purchase history with the merchant that is valid, but the charges after XXXX are not. The representative opened three new disputes for me, and re-opened the existing, previously denied dispute. I was given one provisional credit of {$27.00}. I asked why I was not given provisional credit for all four transactions, and the representative could not provide a reason why. I was told to call back and speak with a member of the disputes team for more information when that department was available after XXXX XXXX. I called back at XXXX and was told that a request for provisional credits had been submitted. I was told it would take roughly an hour to review the request, and that I should check my account later that day. After three hours and no provisional credit, I called back again. The call was routed to a representative who worked in a PNC branch, rather than Customer Service. They told me I needed to hang up and call Customer Service again. After calling back yet again, I was transferred to a member of the disputes team. I requested a supervisor. After being transferred to the supervisor, I explained my issues yet again. I asked for the status of my provisional credit request, and the supervisor had no record of it. She then shared some troubling information with me, implying the problem will not be resolved. She told me that if I am stating the purchases were fraud, my dispute would be denied because I have purchase history with the merchant. She then told me my other option would be to file a dispute stating the amounts were wrong. If I was filing a dispute stating the amounts were wrong, it will be denied unless I can provide a receipt or a statement showing the amounts were correct. At this point, I have 1 provisional credit for 4 active disputes. I have not received an explanation as to why I do not have 4 provisional credits. In addition, I am in a position where I can not resolve my disputes. YES, I have made purchases with the merchant. HOWEVER, the charges from the XXXX until the XXXX were not authorized. I will have no way to provide a document saying they were for the wrong amount, because the amounts should not exist. The fact that I have made legitimate purchases with the merchant when I was there does not change the fact that the charges from the XXXX XXXX are unauthorized, and I did not visit the merchant at that time. I live in Maryland and visiting XXXX for one weekend. I have received no explanation as to why charges posted to my account when I was not there.

Company response to consumer: Closed with explanation