Consumer complaint received 2018-09-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: PNC Bank N.A.
State: MD

Complaint narrative:
In XX/XX/2018 PNC erroneously initiated a dispute to XXXX for plane tickets I purchased in XX/XX/2018. I was not given provisional credit and the dispute was closed as valid shortly there after as it was not fraud. I later found out that the complaint was submitted to XXXX who chargedback the merchant and received a refund which they submitted the to me in the amount of {$1000.00} which was issued to my PNC bank card ending in XXXX. At the time of the refund my bank account was closed but I received information and have email documentation that XXXX informed me that on XX/XX/2018 the bank stated they receive the refund and they would process the refund back to me. I didnt know that the tickets had been canceled nor that XXXX had actually gotten the dispute because I was informed in writing that the dispute was closed, therefore when I took my children to the airport to board my flight it was then at the end of XX/XX/2018 that I was informed that the tickets were canceled and a refund was issued on XX/XX/XXXX. I immediately contacted the manager of the XXXX MAryland PNC branch after about a week she reached out to the retail escalations group on the XX/XX/2018 I contacted the retail escalations group who then opened up a case to find out what happened with my money I have been speaking to a gentleman named XXXX. On XX/XX/XXXX XXXX contacted me and informed me that they found the money and they will be issuing me a certified check. After about nine days that I had not received the check I called the retail escalation group back and was told by that representative on the XX/XX/XXXX that the chargeback Department reversed that charge back refund a long time ago. I then reached back out to XXXX who investigated this further as XXXX has no documentation stating that the refund was ever reversed. XXXX did a threeway call with XXXX and me and they confirmed to him that not only have they not recieved anything my account can not receive money. I also faxed documentation to XXXX that I had received from XXXX showing the last communication they had with Pnc was XX/XX/XXXX. This was a recorded conversation per both the paypal rep and XXXX. He then contacted me and informed me that the bank actually reversed the charge back on XX/XX/2018 I have contacted the merchant where the funds were supposedly returned and they informed me that when a charge back takes place after seventy five days the case is closed and they have never received any funds from Pnc. Pnc refuses to issue me a check for the money they Owe me. no one has provided me any type of proof that the payment was even returned back to XXXX. In the end even though the chargeback was closed the merchant issued a refund therefore The money belongs to me because I was not given any type of provisional credit. These were for plane tickets that were canceled which I can prove that they are not able to be used they were for XXXX and have been canceled back in XXXX. Today XX/XX/XXXX XXXX contacted me to let me know that per his sources they return the money and they dont have it anymore. As you can tell I have been told first that Im going to get a check second that it was sent back a long time ago and then Third that it was just that back at the beginning of this month for six months Pnc has had over one thousand dollars of my money and it needs to be returned to me. I would be happy to provide all documentation showing that XXXX does not have could not have received and is unable to receive any funds in response to this chargeback as it is been over seventy five days. Today also I contacted XXXX have spoken to a manager and they did an investigation and a trace and it came back that they have not received anything. I have called literally every other day for the last Two months. To PNC. I want my money back I am owes the {$1000.00} plus interest as PNC held this money for six months.

Company response to consumer: Closed with monetary relief