Consumer complaint received 2025-01-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: PNC Bank N.A.
State: MO

Complaint narrative:
Subject : Mishandling of Dispute for XXXX XXXX XXXX XXXX Transaction Issue Description : I am filing this complaint against PNC Bank N.A . for mishandling a dispute related to a transaction made with my XXXX XXXX Account ( XXXX ) XXXX XXXX XXXX. The transaction, dated XX/XX/2024 involved a payment to XXXX XXXX for compounded medication and a telehealth consultation. The dispute arose because the goods and services provided were not delivered as promised. Specifically : XXXX XXXX arranged for the medication to be shipped from an unlicensed pharmacy, contradicting their claim of using XXXX XXXX XXXX PhaXXXX. ' As a result, the medication is unsafe and unusable according to FDA guidance. 

XXXX XXXX also failed to provide a telehealth visit that met the legal standards in my state. Telehealth laws are clear that the legal requirements for such visits are governed by the patients location, not the providers. 

I did not receive what I reasonably expected based on the merchants representations. XXXX XXXX represented that they would provide safe and legitimate medication along with a telehealth consultation that complied with legal and professional standards. Instead, the medication was sourced from an unlicensed pharmacy, making it unsafe, and the telehealth visit did not meet the legal requirements of my state. 

I corresponded with PNC Bank N.A . about this dispute over email and phone. PNC Bank N.A denied the dispute without requesting or reviewing any documentation from me that could have substantiated my claim. When I later contacted PNC Bank N.A over the phone to inform them that I had documentation showing the merchant ( XXXX XXXX ) had acknowledged the issue and promised to process a refund promptly, PNC Bank N.A refused to reopen the dispute, without offering an explanation or considering the new evidence I provided. 

PNC Bank N.A refusal to consider evidence or reopen the dispute raises serious concerns about their handling of consumer disputes and their commitment to fair and transparent practices. As this transaction was processed using a XXXX XXXX XXXX, PNC Bank N.A should also comply with Visas chargeback rules, which allow disputes for services not delivered as promised. 

Supporting Information : The merchant used an unlicensed pharmacy to ship the medication, rendering it unsafe and unusable per FDA guidance. 

XXXX XXXX did not comply with telehealth laws governing my state, failing to provide a legally valid telehealth visit. 

An email from the merchant explicitly states they would issue a refund, but the refund was never processed. 

I did not receive what I reasonably expected based on XXXX XXXX representations of providing safe, legal, and compliant services. 

PNC Bank N.A did not request or review any evidence from me at any stage of the dispute process. 

Despite notifying PNC Bank N.A of new evidence during a phone call, they refused to reopen the dispute or escalate it under Visas chargeback rules. 

PNC Bank N.A failure to handle this dispute properly has caused undue financial harm. The funds used for this transaction are part of my XXXX, which is reserved for qualified medical expenses. Because of PNC Bank N.A refusal to act, I have been unable to recover these funds to use for legitimate medical purposes. 

I ask the CFPB to investigate PNC Bank N.A handling of my dispute to ensure they comply with consumer protection standards. I also request that XXXX be directed to reopen the dispute, review the evidence I have provided, and reconsider their decision based on the merits of the case.

Company response to consumer: Closed with explanation