Consumer complaint received 2024-07-09
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: PNC Bank N.A. (GA)

To Whom It May Concern, I am writing to file a formal complaint against PNC Bank regarding a significant issue with a refund for a canceled trip to XXXX. Due to safety concerns and a travel advisory, I had to cancel my trip. The trip, which included flights and a resort stay, was booked as a package through XXXX. 

PNC Case References : XXXX and XXXX Total of 9 transactions on my account for 2 vacation packages/reservations for the same destination and travel days. 

Total cost for both reservations : {$7200.00} PNC refund approved for the entire reservation but only credited my account partially in the amount of {$5400.00}. 

I am still owed {$1700.00} for the flights, which were included in the total package. I did not purchase them independently on the websites. 

Details of flight transactions : - 5 transactions for Delta ( {$200.00} each for 5 passengers, posted on XX/XX/XXXX ) - 2 transactions for XXXX - XXXX transaction on XX/XX/XXXX, for {$580.00} - XXXX transaction on XX/XX/XXXX, for {$140.00} Due to the travel advisory for XXXX, which included reports of tourists being targeted, XXXX, and murdered, it was deemed unsafe to travel. 

Reservation 1 for 4 travelers booked on XX/XX/XXXX : - Total package : {$5700.00} - Refunded amount for XXXX transaction : {$4300.00} - Final dispute credited account on XX/XX/XXXX Reservation 2 for 1 traveler booked on XX/XX/XXXX : - Total package : {$1400.00} - Refunded amount for XXXX transaction : {$1100.00} - Final dispute credited account on XX/XX/XXXX PNC Bank approved a full refund, but I have only received a partial refund. The additional discrepancy is that the flights are showing up as separate transactions in my account. However, these transactions are connected to the vacation package booked through XXXX for the original claim. I have attached the itinerary to show the total value of the entire package. The charges should reflect the total cost of the vacation package, not separate purchases. Even if they appear as separate transactions, the flights are connected with the vacation package, which was approved for a full refund. 

I am requesting my additional refund for the flights associated with the vacation package. 

For over 90 days, I engaged in extensive and frustrating communications with PNC Bank to resolve this matter. After numerous phone calls and back-and-forth interactions with PNC representatives and corporate offices, PNC finally approved the refund. However, as of today, I have only been refunded for the cost of the resort. 

Over a month ago, I opened a new claim attached to the case they approved for a refund specifically regarding the flights. The PNC representative informed me that it should be a simple process to issue my refund since I was already preapproved for the original claim for the trip booked with XXXX. I explained to the representatives that the flights were part of the package and not purchased separately for XXXX and XXXX, so they should have been included in the original refund. 

Despite this, I was informed that the charges for the XXXX flight were deemed valid, which I find unacceptable as I did not use these flights. Additionally, the representative indicated that my card used for the vacation package purchase might need to be closed, a step I did not authorize. 

I am extremely disappointed with PNC Bank 's handling of this case. I have had to repeatedly explain my situation, indicating a clear disconnect between their representatives and the actual case notes. As of now, I am still missing {$1700.00} for the flights associated with the package. 

I request a full refund for the unused flights with XXXX and XXXX XXXX. This issue has caused me considerable distress and inconvenience.