Consumer complaint received 2018-10-29
Company: PNC Bank N.A.
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX, when trying to pay for a purchase I made with a merchant, I handed my credit card over to the merchant, and she returned it moments later saying my transaction had been declined. It later became clear that the merchant had fraudulently swiped my card for two successful transactions of {$140.00} and {$140.00}, and attempted to swipe for a 3rd transaction that was declined. After the merchant told me the card had been declined, I ended up paying a bewilderingly high amount of cash and was refused to be provided with any receipt outlining the prices of the goods purchased nor the receipt of my cash payment. This, combined with the discovery of the two unauthorized pending charges on my online bank account, prompted me to report the incident to the local police the following day, XX/XX/XXXX. 

I opened a dispute with the credit card company ( PNC Bank ) as soon as the charges posted to my account, on XX/XX/XXXX. They soon after mailed a request to provide a receipt or other documentation. Not having a receipt, I mailed back a copy of aforementioned police report. On XX/XX/XXXX, I  received a letter from the credit card company saying they are unable to assist in my dispute. I called them on XX/XX/XXXX and spoke with a representative who adamantly insisted that unless I provide some kind of receipt, there is absolutely nothing they can do to assist me. 

After a few weeks of doing some additional research and consulting with peers, I called the credit card company back on XX/XX/XXXX, and firmly insisted that per the Fair Credit Billing Act I am entitled to ask for proof of charges I am being required to pay for, and do not have to provide anything to request such proof. A different representative again adamantly insisted that unless I provide some kind receipt there is absolutely nothing they can do. After some back and forth, I was transferred to a supervisor 's voicemail, where I left a message dropping the term " Fair Credit Billing Act '' a few times. I got a call back from the supervisor a few hours later, saying they will go ahead and proceed with my dispute. 

On XX/XX/XXXX, I received a mailed communication from the credit card company with 2 receipts for the 2 charges, provided by the merchant. The communication stated that based on these receipts, they are unable to assist in my dispute. I called on XX/XX/XXXX asking to speak with the representative whose name was on this communication, wanting to share some concerns I had with the provided receipts, some of them being : discrepancies between the timestamps on the itemized receipt and the signed credit card slip, discrepancies between the timestamps on the signed credit card slips and when the swipes actually occurred, and most importantly the fact that the signatures on both slips were forged. That representative was not available, but another one told me she would pass along my initial remarks and I will be receiving a call back from the original representative shortly. Today, XX/XX/XXXX, 3 full  business days have passed and I have yet to receive a call back.

Company response to consumer: Closed with explanation