Consumer complaint received 2024-12-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: PNC Bank N.A.
State: TX

Complaint narrative:
Subject : Formal Complaint to the CFPB : Refund Denial, Inadequate Dispute Resolution by PNC Bank, and Breach of XXXXXXXX XXXX XXXX To : Consumer Financial Protection Bureau Dear CFPB Representative, I am filing this complaint regarding an unresolved transaction dispute involving a purchase from XXXX XXXX and the subsequent failure of PNC Bank to adequately handle a chargeback claim. Despite clear evidence and verbal assurances from XXXX regarding a refund, both XXXX and PNC Bank have failed to honor their commitments, leaving me with a financial loss of {$650.00}. 

Complaint Summary Transaction Details : Order Date : XX/XX/2024 Order Number : XXXX Amount Paid : {$650.00} Items Ordered : Three ( 3 ) custom-size bench cushions Payment Method : PNC Bank credit card Timeline of Events XXXX. Purchase and Partial Delivery ( XX/XX/2024 ) : I ordered XXXX XXXX XXXX XXXX custom-sized bench cushions but received only one cushion, which was the wrong size and did not meet the specifications. 
XXXX. Initial Communications with XXXX ( XXXX XXXX, 2024 ) : I contacted XXXX to report the issue. On XX/XX/XXXX, I spoke to an agent named XXXX, who verbally confirmed that a full refund of {$650.00} was issued and would appear in my account within XXXX  business days. I received an email confirmation as proof ( attached ). 
XXXX. Repeated Assurances Without Resolution ( XX/XX/2024 ) : I followed up multiple times with XXXX via phone and chat when the refund did not process. On XX/XX/XXXX, another agent reaffirmed that the refund was in process. Despite these assurances, XXXX later denied the refund, citing that my chargeback voided my eligibility under the XXXX XXXX. 
XXXX. Chargeback Dispute with PNC Bank ( XXXX 2024 ) : I filed a chargeback with PNC Bank, providing clear evidence, including XXXXXXXX refund confirmation email, proof of undelivered items, and screenshots of XXXX XXXX XXXX  policy. 
PNC rejected my dispute on XX/XX/XXXX and XX/XX/XXXX, stating that no error occurred ( rejection letters attached ). 
XXXX. Current Status : I am left without the ordered products, no refund from XXXX, and no resolution from PNC Bank, despite clear documentation of the merchants failure and XXXX assurances. 

Legal and Policy Violations 1. XXXX XXXX XXXX Breach XXXX XXXX XXXX states that customers are entitled to refunds if : The item was not delivered or does not match the description. 
The seller fails to resolve the issue. 

By XXXX policy, I met all requirements : Items not delivered in full : Only one out of three items was delivered, and it was the wrong size. 
Seller failed to resolve the issue : The seller admitted the error but refused a refund ( screenshot attached ). 

XXXX  decision to deny the refund, citing a chargeback, contradicts their written policy and violates customer trust. A chargeback is not listed as an automatic disqualifier in their terms. 

Chargeback Clarification I initiated the chargeback with PNC Bank only after XXXX failed to honor its XXXX XXXX policy and issue the promised refund of {$650.00}. 

On XX/XX/2024, XXXX Customer Service Specialist XXXX explicitly confirmed via email that the refund was processed under Refund ID [ insert Refund ID from the email ]. XXXX assured me that the refund would reflect in my bank account within XXXX business days, as outlined in XXXX XXXX XXXX policy. Despite this assurance, the refund was never received in my account. 

After waiting beyond the promised timeframe and making multiple follow-ups with XXXX representatives via phone calls ( as detailed in the attached XXXX call log ), I still did not receive the refund. By XXXX, I was left with no choice but to escalate the matter and file a chargeback with PNC Bank as a last resort to recover the funds I was entitled to under XXXX XXXX XXXX. 

This chargeback was not an attempt to bypass XXXX refund process but rather a necessary step after XXXX failed to deliver on their commitment. It is evident that the refund confirmation provided by XXXX was either mishandled or fraudulent, resulting in significant financial and emotional strain. 

XXXX. PNC Banks Failure to Investigate the Dispute Under the Electronic Fund Transfer Act ( 15 U.S. Code 1693f ), PNC Bank is required to : Conduct a reasonable investigation when a consumer disputes an electronic funds transfer. 
Provide evidence supporting their decision to deny the dispute. 

PNC Banks rejection letters do not show that a thorough investigation was conducted. Their refusal to address the XXXX email confirming the refund indicates negligence and a failure to meet their obligations under federal law. 

3. Consumer Financial Protection Laws Both XXXX and PNC Bank have violated fundamental principles of unfair, deceptive, or abusive acts or practices ( UDAAP ) as outlined in the Dodd-Frank Wall Street Reform and Consumer Protection Act : XXXX  misleading assurances : Repeatedly stating the refund was in process while later denying it. 
PNC Banks inadequate resolution process : Rejecting the dispute without addressing the clear evidence provided. 

Evidence Provided XXXX. XXXX Refund Confirmation : Email from XXXX confirming the refund of {$650.00} on XX/XX/2024. 
XXXX. XXXX Call Logs : Phone call records from XX/XX/XXXX and XX/XX/XXXX, showing repeated assurances that the refund was in process. 
XXXX. PNC Bank Rejection Letters : Two letters ( dated XX/XX/XXXX and XX/XX/2024 ) rejecting the dispute without addressing the evidence. 
XXXX. Seller Communication : Screenshots of the seller ( XXXX  ) admitting the error but refusing a refund. 
XXXX. XXXX XXXX XXXX XXXX : Screenshot of the policy, showing my eligibility for a refund. 
XXXX. Proof of Partial Delivery : Screenshot of my order showing three items ordered and only one delivered. 

Request for Resolution XXXX. XXXX : Process the promised refund of {$650.00} immediately. 
XXXX. PNC Bank : Reopen and properly investigate the chargeback dispute, considering all evidence provided. 
XXXXXXXX  Accountability and Oversight : Review XXXX XXXX XXXX processes to ensure they comply with their written policy. 
Investigate PNC Banks dispute resolution procedures to prevent further violations of consumer rights. 

Conclusion This matter has caused significant financial loss and emotional distress. I respectfully request the CFPBs assistance in ensuring XXXX and PNC Bank fulfill their obligations under applicable laws and policies. Thank you for your attention to this matter. 

Sincerely, AC

Company response to consumer: Closed with explanation