Consumer complaint received 2022-10-29
Company: FIRST NATIONAL BANK OF PENNSYLVANIA
State: PA
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:
In or around XXXX of XXXX, I requested that my bank, First National Bank of XXXX, file a dispute on my behalf for Visa credit card transactions with XXXX XXXX on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX for the product or service not being as described. For your reference, I will include the backstory in the following paragraphs. Nonetheless, the card was closed at this time ( in XXXX ) but, apparently, no chargeback was filed. In the interim, between then and now ( XX/XX/XXXX ), I called various times looking for updates and resolutions and was always told by customer service that they would either " look into it and get back to me '' or that they couldn't find the dispute even though they acknowledged that the credit card was closed due to a dispute and they would elevate the matter. Needless to say, no one ever contacted me. Most recently when I was looking for an update, I received the attached letter of XX/XX/XXXX stating, essentially that the bank is no longer able to help me in this dispute because it is too late and the letter indicates that no chargeback was filed because First National Bank " needed more information '' that was not provided to them. This is an outright lie and, I believe, provably a lie. I come into contact with chargeback situations in my line of work as well and I know that when a card is closed for a dispute, a dispute must be filed. Additionally, please obligate that First National Bank provide answers to the following questions : 1. What do your records say about why the card was closed? 

2. On what day, month and year was the card closed and what did you do after closing the card? 

3. In what communication did you request more information for the chargeback and when? Please copy me on that again. ( Please note that I have informed delivery from the USPS for all first class mail at my address so I will know when/if any correspondence actually arrived or did not. Additionally, and obviously, all electronic correspondence can be recovered to show if it actually occurred or not so, if I was sent an email, please copy me with the electronic timestamp signature ).

4. Even if you did believe you needed more information ( which you failed to request from me ) why did you not file the chargeback in a timely manner anyway? 

5. What additional information do you believe you needed? 

6. Do you have a fiduciary duty to file chargebacks/disputes with the credit card processors with or without what you consider complete information upon closing a card for a chargeback/dispute?

7. Do you have a legal obligation to file disputes when credit cards are closed for chargebacks/disputes? This one I can answer for you ; you do. 

8. If your institution fails to file a chargeback on behalf a First National Bank customer do you have an obligation to compensate the customer for the error? 

As I indicated I would provide in the first paragraph, here is the backstory : " I had purchased an airline ticket from XXXX XXXX XXXX on XX/XX/XXXX. The subsequent two charges on XX/XX/XXXX and XX/XX/XXXX were for changing the flight date. Ultimately, the flight was to take place on XX/XX/XXXX. 

Upon arriving at the airport XXXX hours early as was suggested by XXXX XXXX, XXXX 's airport attendants proceeded to create unnecessarily long waiting lines where everyone had to be XXXX feet away from one another to supposedly adhere to the airline 's Covid-19 security measures. These security measures forced us to be several XXXX feet and several airline terminals away from XXXX XXXX desk where we should have been and wanted to be waiting. When I, and a number of the XXXX XXXX XXXX other people who were supposed to be on the same flight with me, questioned XXXXXXXX XXXX airport attendants about how we would know what stage our flight was at while being so far away, they simply told us someone would come to get us when it was time to check our luggage ; which never happened. 

When it got closer to the time of the flight, I and the other passengers of the same flight became concerned and we cut in front of XXXX XXXX  various airlines to question what was going on. At this time, the attendants at their front desk told us that the baggage check had already occurred and we could either board the plane without our luggage or change our flights to approximately XXXX that same night. This, however, was not an option for me as I was on my way to a connecting flight in XXXX to fly out of the country and that second, connecting flight was leaving before the flight XXXX XXXX wanted to switch us to would have. Sensing our displeasure, XXXX 's incompetent airport attendants gave us the useless piece of paper I have attached to this email. Later, upon calling the number on this piece of paper, XXXX 's even more incompetent customer service representatives had no interest in providing a refund. '' This backstory is also part of an email which I provided to First National Bank and which I will attach to this complaint.

Company response to consumer: Closed with monetary relief