Consumer complaint received 2018-09-13
Company: PNC Bank N.A.
State: VA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I ordered parts from an online merchant, XXXX, based in North Carolina, USA. The total charged to my card was {$180.00}, which included a {$40.00} charge for overnight shipping. I received an automatically generated confirmation email from the merchant within 5 minutes of my order. 
On XX/XX/XXXX, I called XXXX and left a message asking for information when the merchandise would be shipped out. I received no response. 
On XX/XX/XXXX, the {$180.00} transaction posted to my PNC account. I also sent an email to XXXX requesting information. 
On XX/XX/XXXX, I sent a message through XXXX to XXXX as I could not find any other means to contact them beyond mailing a letter. I received a generic, automatically generated reply. 
On XX/XX/XXXX, I contacted PNC via telephone to dispute the {$180.00} transaction. 
On XX/XX/XXXX, I received a provisional credit for {$180.00} to my account. 
I received the initial request for information via mail, filled it out with the history behind my attempts to contact the merchant. I signed and faxed the reply to PNC the same day I received it. I believe this was around the XX/XX/XXXX. 
I did not receive any other communication from PNC until XX/XX/XXXX. 
On XX/XX/XXXX, I received a request from PNC, dated from XX/XX/XXXX to clarify the information regarding the date and the exact merchandise I expected to receive from the merchant. I faxed a reply on XX/XX/XXXX with this typed statement : " The merchandise I purchased from the merchant, XXXX, consisted of six ( 6 ) XXXX XXXX XXXX XXXX ( XXXX ). I have received no communication from the merchant that indicated when or even if my item would be shipped, much less when I would receive it. Despite trying to ascertain this information by reaching out to the merchant more than 4 times through voice and electronic messages, I never learned if the merchandise had even been shipped. At this point, 3+ months after the transaction I have received absolutely no communication or logical reason to believe I will ever receive the merchandise that I paid for. '' On XX/XX/XXXX, the provisional credit of {$180.00} was reversed without notification or warning. I only discovered it today when going back through my records. 
The last communication I received from PNC was the written request for additional information on XX/XX/XXXX. I did not receive a notice that they considered the dispute resolved or I wouldve picked up the phone and called them immediately and initiated a XXXX chargeback if they were still in disagreement. Because of PNCs failure to notify me or perform their due diligence I no longer have the option to initiate a chargeback thus I am initiating this consumer complaint. I also have doubts that PNC even attempted to contact the merchant and I am very curious as to PNC 's reasoning for reversing the provisional credit. I am assuming they believe the dispute is resolved but I don't know considering I received no final notification or findings from their investigation.

Company response to consumer: Closed with explanation