Consumer complaint received 2021-08-31
Company: PNC Bank N.A.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2021 i paid two {$2000.00} charges with my pnc card to a contractor. ( {$4000.00} total ) This was for repairs and supplies for a home repair. The contractor turned out to be a scammer and disappeared with the money and didn't provide the items paid for nor any services. He did the same to numerous other people in my town. I filed a police report and there is even a news report about him. In XXXX, I filed for a chargeback with PNC on once it turned out that the contractor was not going to render any services. I was out of town when the letter for more information were sent and the case was closed. I refiled it in XXXX and sent all the information into PNC for the chargeback. I provided text messages, the police report, XXXX reviews from other ppl that were scammed, the attorney general complaint, etc. I was advised by XXXX  ( the pay portal ) to contact my bank for the chargeback to be complete and they will process it and the contractor will have the chargeback on his account. I was advised however that since they are only the portal they can not process the chargeback but with all the evidence i had collected my bank ( PNC ) should not have any issues doing a chargeback. 
After filing the complaint in XXXX and calling numerous times for updates or to see if any additional evidence was needed, i was told each time that i can not talk to the direct department and i need to wait 90 days and that they would contact me if they needed anything else. after 88 days i received a letter that they don't find it to be fraudulent. In the middle of XXXX, after making a complaint on their XXXX  page i was contact by a banker and told that though the letter said the case was closed, it actually is not and they are still having another process that takes 30 days where they demand proof from the other bank that the services and goods were provided. otherwise they can process the chargeback. I posted again on their XXXX  page this last weekend about their lack of customer service and the blatant lies being told ( the case is closed but once i made a complaint it suddenly was not ). Today i received a new call again from another banker and was told that they closed the case because of the time frame. I submitted all the ppw in XXXX and was never contacted for anything else and it took them 88 days to say it was because of the pay portal square. Now its something else again. He advised me he would have to refile the complaints again and reopen it and i have to wait another 90 days ( if there is a time constraint 90 days won't help the matter either ). When i questioned him about the information i was given two weeks ago and what the letter said, the banker got extremely rude on the phone and claimed he didn't know what i was talking about and my choices are to refile it again and its probably going to be denied again or i can do nothing. 
I paid with my bank card for protection purposes and i provided all of the evidence to the bank that this was a fraudulent transaction because the contractor scammed numerous people. yet my own bank refuses to do a chargeback and made me wait almost 90 days to claim a time restraint. then i was told two separate stories but yet my bank offers no protection to me as a customer and the fraud department working on this case, blatantly refuses to ever get on the phone to discuss anything. The bankers that called know nothing about the case either and they keep changing the reasons and requirements every time i call or make a complaint

Company response to consumer: Closed with monetary relief