Consumer complaint received 2025-06-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: PNC Bank N.A.
State: KY

Complaint narrative:
I am submitting this formal complaint regarding an unauthorized transaction processed against my account by PNC Bank and the fraudulent charge initiated by XXXX XXXX XXXX. This issue has resulted in the wrongful debiting of {$660.00} from my checking account, despite my explicit instructions to PNC Bank to block all additional transactions beyond the legitimate rental charge. 

On XX/XX/2024, I rented a vehicle from XXXX XXXX XXXX in XXXX, Kentucky for a three-day period, driving a total of XXXX miles before returning it. I was charged {$240.00} ( {$66.00} being prepaid and {$170.00} remaining due ), which I authorized and paid via my PNC debit card. 

However, on XX/XX/2024, PNC Banks fraud department called and informed me that XXXX XXXX XXXX attempted to process XXXX additional chargesone for approximately {$800.00} and another for {$660.00}. I immediately instructed PNC Bank to block all future and additional charges as unauthorized transactions. I was told that I must cancel my debit card immediately to ensure no additional charges would be paid to XXXX XXXX XXXX. Therefore, following the instructions of the Fraud Department representative, I instructed him to cancel my debit card to prevent further payments.

Despite these explicit instructions, PNC Bank still debited my account for {$660.00} on XX/XX/2024. This transaction was processed after my debit card was canceled and directly contradicted the assurance given by PNCs fraud department. 

I promptly disputed the charge, providing clear documentation, including my original rental receipt showing that the only valid charge was {$170.00}. XXXX XXXX XXXX  can not provide legitimate proof that I agreed to any additional charges, yet my dispute was wrongfully denied. I disputed the transaction a second time, and it was again denied. 

Further, XXXX also charged an unjustified fuel fee of {$16.00} for a vehicle driven only XXXX miles, despite the fact that I refilled the gas myself and it would only hold less than XXXX gallon of gas. It is clearly stated on the receipt Fuel Reading out XXXX in XXXX yet there is a charge of {$16.00} for fuel service. This demonstrates a pattern of fraudulent overcharging, reinforcing that XXXX is engaging in deceptive billing practices. 

When a dispute arises between a PNC Bank customer and its merchant, PNC Bank does not have the authority to decide which party is correct, nor does PNC Bank have the authority to pay a merchant in any random amount requested by the merchant. PNC Bank has a fiduciary responsibility to follow customer instructions regarding transactions. They also have a legal duty to investigate and resolve disputes fairly rather than blindly siding with a merchant who has provided false documentation. Allowing an unauthorized charge to go through, despite clear evidence and customer objection, is grossly negligent. 

Additionally, XXXX XXXX XXXX has now sent me a demand letter stating that I still owe {$670.00}, raising further questions about where my previously debited funds went. If XXXX believes I still owe them money, this suggests PNC may have processed the payment incorrectly or failed to transfer the funds.

Company response to consumer: Closed with explanation