Consumer complaint received 2026-05-26 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:
I hired XXXX XXXX for pool cleaning services. I was assigned a service provider ( XXXX from XXXX XXXX XXXX ). I was charged two payments : {$540.00} on XX/XX/year>, and {$820.00} on XX/XX/year>, for a total of {$1300.00}. The provider never completed the paid services. He showed up only once briefly, made repeated excuses, failed to perform the agreed deep cleaning, stopped responding to messages, and ultimately canceled the service. The pool remains in the same dirty, unusable condition as before any service. I have extensive documentation ( text messages in the app, before/after photos, and videos ) proving no meaningful work was done. Detailed Timeline XX/XX/year> : Provider came for the first scheduled service. He left early, stating he had another client. He claimed he put some algaecide in and would clean it on the next visit. The pool was not cleaned. XX/XX/year> : Provider was scheduled to return but did not show up. He claimed a scheduling conflict and still charged the second payment that same day. XX/XX/year> : Provider canceled the service entirely and became non-responsive. He stopped replying to messages and texts. Throughout the process, the provider sent messages promising future work ( e.g., one more heavy vacuuming to make the pool swim-ready ), but repeatedly failed to follow through. I followed all his instructions ( adding water, running the pump, etc. ), sent him photos and videos of the pools condition, and he ignored them. The pool today looks identical to how it looked on XX/XX/XXXX before any supposed service. Communication with XXXX XXXX On XX/XX/year>, I called XXXX XXXX support and spoke with XXXX. I explained the full situation, offered all evidence ( screenshots, messages, photos, and videos ), and requested a full refund because the services were never rendered. The agent appeared understanding, forwarded the case to their verticals team for investigation, and said they would respond within 4872 hours. A few hours ago, I received a denial email from XXXX XXXX stating that they are denying the full refund. Their reasoning is that the provider rendered services and communicated the process. This directly contradicts the evidence and the providers own failure to complete the work. Why This Is Wrong Services were not rendered as agreed. Partial or token effort does not justify charging the full {$1300.00}. The provider breached the service agreement by not completing the work and then abandoning the job. XXXX XXXX is refusing to refund money paid for services that were never delivered, despite clear evidence. I am now forced to hire another company to clean the pool while being out the full original amount. Also, on the call I was told I would be given a refund. I have the recording and transcript attached. The representative informed me I would be given a refund so to change their mind is strange. I have attached : Full transcript of my XX/XX/XXXX call with XXXX XXXX Screenshots of all in-app messages with the provider Before-and-after photos and videos of the pool The denial email from XXXX XXXX Requested Resolution : Full refund of {$1300.00} to my original payment method. I am also open to XXXX XXXX reassigning a reliable provider to actually complete the work at no additional cost, but I prefer a full refund given the experience. I have attempted to resolve this directly with the company first, as required. They have refused a fair resolution. Thank you for your assistance. XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Email : XXXX Phone : XXXX

Company response to consumer: Closed with explanation