Consumer complaint received 2021-03-30
Company: PNC Bank N.A.
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
SUMMARY : I am seeking reversal of a charge to my PNC debit card in the amount of {$760.00}. The charge was made in error due to a glitch in XXXX 's ( of XXXX, Michigan ) accounting software, but PNC Bank XXXX of XXXX, Michigan ) has failed to perform adequate research regarding my claim and reverse the charge, even though it reflects on my account. I will also file a fraud claim with the FTC. 

FACTS : In essence, XXXX 's charged me three times. ( 1 ) One charge on my PNC debit card - Transaction A - that is not reflected in XXXX 's accounting system ( due to the software glitch ), but reflects on my PNC bank account, ( 2 ) A second charge - Transaction B - a duplicate charge made at the customer service desk when seeking to process the transaction and installation date in light of the glitch under Transaction A, and ( 3 ) a third charge on on my Visa credit card made to reschedule my installation date and pay for the same product when XXXX 's mistakenly cancelled my installation under Transaction B ( because I disputed Transaction A ). 

1. Transaction A ( {$760.00} ), which was charged to my account but never reimbursed. PNC performed inadequate research and failed to find that XXXX 's charged me erroneously but never reimbursed me for this transaction. On XX/XX/2021, I ordered a slab door and two bi-fold doors ( including installation charges ) for {$760.00}. The sales associate used a local register device to charge my PNC debit card, but in doing so XXXX 's software had a glitch on their device, but still charged my debit card. Noting the glitch, the retail sales associate went with me to customer service to see if they could complete the transaction at that location ( at the customer service desk ). 

2. Transaction B ( {$760.00} ), which was charged to the same debit card, and was reimbursed by XXXX 's : The customer service department ( after having spoken with their technical support team ) asked me to swipe my debit card again, but I informed them that my bank account already showed the initial charge of {$760.00} from Transaction A. Due the system glitch, they did not have a record of Transaction A, even though it reflected on my account. They told me to swipe the card again anyway. At this point two charges reflected on my banking ( checking ) account - one for the erroneous charge under Transaction A, and one for the charge at the customer service desk ( Transaction B ). XXXX 's informed me that one of their associates would call me to schedule an installation date and that I would have to dispute the first charge w/PNC Bank, which I have attempted over and over to do and still have not been reimbursed for the first charge, even though it reflects on my PNC bank account. PNC provided a provisional credit, but has failed to procure evidence of the first charge under Transaction A because the computer glitch did not record it in XXXX 's system. XXXX 's scheduled an installation date of XX/XX/2021 at XXXX under Transaction B. 

3. Transaction C, charged to my account : XXXX 's failed to show up for the installation date on XX/XX/2021 at XXXX. I called customer service and they told me the appointment had been cancelled. I checked my bank account and XXXX 's had reimbursed me for Transaction B. This was an error. I disputed Transaction A, not Transaction B. I rescheduled another installation and they again charged me, but this time I used my Visa credit card. 

DESIRED RESOLUTION I still have not been reimbursed for Transaction A, even though it reflects on my PNC bank account, and PNC has failed to do adequate research on it. Transaction B was reimbursed because XXXX 's saw I was disputing the first charge, but that reimbursement only covered Transaction B, not Transaction A. Having cancelled the installation date under Transaction B, they schedule a third time under Transaction C and charged me again.

Company response to consumer: Closed with explanation