Consumer complaint received 2024-04-20
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: PNC Bank N.A. (AZ)

XXXXOn XX/XX/XXXX, I made a purchase with merchant ABT for a camera XXXX by brand XXXX XXXX and a camera XXXX  by brand XXXX. The total was {$1500.00}. 
XXXX XX/XX/XXXX, I received an order from the merchant, but it was an incorrect order. I received a camera bag and a stack of shipping labels. After speaking with the merchant via phone, I was told that this order was for another customer and I was provided a UPS return label on XX/XX/XXXX via email. I returned the items according to their requests. The UPS tracking shows that it was received by the merchant on XX/XX/XXXX. 
XXXX XXXX, XXXX, I contacted the merchant via phone once again after the merchant received their items back. An agent for XXXX verified that they received the merchandise and that I would receive a refund to my original payment method. I requested a refund confirmation email, which I received. Please see the attachment for the email. 
XXXX XXXX, XXXX, I contacted the merchant once again via chat and phone. The person I spoke with stated that they were working to locate where they placed my return in their warehouse. 
XXXX XXXX, XXXX, I attempted to work with the merchant once again. I was forced to open a claim with PNC after not receiving my refund. 
XXXX continued to call PNC after requesting this chargeback. I contacted PNC on XX/XX/XXXX to provide further evidence, but I was advised that I had to continue waiting for a reference number before faxing any documentation. It wasnt until XX/XX/XXXX, that I contacted PNC via phone and an agent finally provided a reference number in order to fax my documentation to PNC Bank. Not once did PNC reach out to me, and you can confirm that PNC did not request this information. 
XXXX received a letter dated XX/XX/XXXX stating during the review of your account and the documentation available to us, we determined no error occurred and that the transaction was processed as instructed. There is not a reasonable person who would review the information that I provided and come to that conclusion. I contacted PNC via phone and requested to speak with a supervisor. I was advised that the reason for the claim denial was, unable to recover funds. This does not make sense. There is overwhelming evidence for a chargeback. Throughout the lifetime of the dispute, I continued to call PNC for status updates and kept a record of the dates. Each time I was told that there were no updates to the case. The case was left pending until it was finally closed nearing the 90 day resolution date. 
-If potential customers knew that this were PNCs process, no one would choose to open an account with PNC over other financial institutions. Not only did I receive the incorrect order, the merchant guaranteed a refund to my original payment method upon requesting the return, the merchant received the items back, then quit responding after sending email confirmation that the refund would be processed. All of this information was provided to PNC Bank and verifiable. I was scammed out of {$1500.00} and received no help from PNC Bank. Everyone should be aware of PNCs process and lack of protection, therefore, I am prepared to continue escalating my case beyond this complaint, including sharing this information publicly because I am committed to having this case properly investigated and resolved.

-I am also including in this complaint the previous pages that I originally submitted to PNC Bank XXXX These pages include the return label provided by the merchant, the drop-off receipt with the return tracking, the merchants return policy, and the refund confirmation email from the merchant.