Consumer complaint received 2020-01-16
Company: PNC Bank N.A.
State: NJ
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:
This complaint is related to an already existing complaint with the CFPB, XXXX. I will attach that complaint, upon which I now have an addendum. 

" On XX/XX/XXXX, I became aware of a number of fraudulent charges on my PNC card account ( account ending XXXX ) and immediately notified customer service via the 800-number on my statement. After an extensive conversation, in which I identified the several specific fraudulent charges to the assigned agent, I was informed that the account would be closed, a replacement card issued, an investigation promptly conducted, and the fraudulent charges immediately reversed. In the subsequent few days, I did indeed receive a new account number and card ( now ending XXXX ), but the prior account 's balance moved in its entirety the new account number. When there was no further action or contact from the company over the next several days, I reached out a second time to PNC customer service on XX/XX/XXXX, to inquire as the the ongoing status of the investigation and process. I was informed that things were proceeding appropriately, and I should expect the credit to be issued shortly. After several more days delay with no observable action on the account, I phoned PNC on XX/XX/XXXX, and again inquired as to the status of the investigation. On this occasion I was told that while my prior account number was indeed closed, there never was *any* fraud report taken. All my previously identified charges had simply moved over to the new account number. After a number of delays and transfers, I finally was given access to an agent in the fraud department who took my claim again and promised that this time the process would be properly initiated. She could offer no explanation for why this lapse occurred. I am fairly incredulous that PNC failed to execute the clear and obvious fraud complaint I made on XX/XX/XXXX and believe this is a significant failure in their systems. To be required to identify the lapse myself, and resubmit the same complaint a second time, is totally unacceptable and should be sanctioned by the CFPB. '' Subsequent to the submission of the above complaint, I received a phone call on XX/XX/XXXX, from XXXX XXXX, from PNC 's Executive Offices. She was very helpful, and agreed to liaise with me vis-a-vis the dispute department on this matter. A key point she related to me as we discussed the items that I believed were valid ( vs. invalid ), was that *I would receive a final written itemization in the mail of the claimed items to review and correct* before the claim was finalized. I believe such a practice is also compliant with and required by the Fair Credit Billing Act. 

Yet as of today, XX/XX/XXXX, I have yet to receive such a written itemization. Further, the Company simply took as final my rough orally expressed indications of what I believed to be fraudulent, and in the process, interpreted my statement incorrectly, or made errors themselves, and the result has been an overall denial of the claim, which includes many patently fraudulent items that I continue to dispute. 

I must have had at least 8+ phone calls on this matter ( because of the earlier complaint referenced above ) over the course of the last several weeks, and in all cases did not have the card statements available to me as I was being queried and as I was asked to recall dates and events that occurred several months prior. Based on Ms. XXXX 's assurances, it was my sense I would be given an opportunity to review things on paper, as is my right, before formally finalizing the claim. This has been denied to me in the interest of expedience by the Company to close out the claim and move to the next.

Company response to consumer: Closed with explanation