Consumer complaint received 2019-02-26
Company: PNC Bank N.A.
State: CA
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/2019, I wanted to purchase online an Airline Ticket Internationally on a XXXX XXXX. The transaction was declined, So, I called the Customer services of the PNC Bank to Authorize the transaction, after verifying my self and while I was on the phone with the bank 's agent she asked me to try process the payment again and it was also declined, then they transferred me to the supervisor to remove the fraud alert on the car, and I was on phone with him made the purchase it was finally successful and Airline issued me the PNR Reference and Ticket and I have received an E-mail from the bank with the transaction details. 

On the Morning of XX/XX/2019 at XXXX ; XXXX XXXX was my flight, I went to the Airport and found that my ticket was revoked and canceled without any Notice either from the bank or the Airline, and After Inquiry, they stated that the bank did instruct the Airline of revoking this transaction due to fraud alert. 

I called the PNN bank and filed a complaint under the number : XXXX the same day. 
Bank have replied that they had to take this action despite the fact that I took the required actions by verifying and cleaning the Transaction. Bank has refused to provide the proper remedy or a resolution to my complaint and compensate me for the losses I sustained due to their revoking the transaction and my trip although, I have followed the proper procedures in such fraud alert at case by calling the bank and with their guidance and instructions I was able to buy the Airline Ticket. 

I have been damaged by the Bank wrong actions, despite I had complied with all the proper procedures to validate the transaction. 

1- The reasoning that I should have called them to remove the alert and clear and approve the transaction which I did. It is provided by the following evidence : 1- The Transaction made and a bank receipt was received for the transaction. 
2- a Phone call made prior to the bank to validate the transaction to the XXXX XXXX XXXX XXXX lasted for XXXX Minutes and XXXX seconds. ( this is where I was on the phone with bank verifying and acknowledging the transaction, which resulted and end of buying the Airline Ticket and transaction was successfully made ). 
3- The Whole Transaction was made by my Credit Card where is My Name is there and the Name of the Passenger is The Same as the Name of the Credit Card Charged. So, How this Could be a Fraud? and The Airline Has these Data under the PNR reference. 

Finally, Today, I called the Escalated Department of the Bank where they refused to offer any equitable solution nor taking any account or responsibilities of their actions that cause my monetary loses as well as emotional stress. 
2- bank refused my request to speak with their XXXX to address my case and informed me that this is the hights it can get, No resolution and no further action can be made. 

Therefore, I'm filing this complaint with CFPB against the PNC Bank, asking for a proper monetary remedy under the law and as per the consumer protection law and any other applicable USA laws. 


Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX : XXXX XXXX XXXX

Company response to consumer: Closed with explanation