Consumer complaint received 2026-03-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: PNC Bank N.A.
State: OH

Complaint narrative:
A transaction in the amount of XXXX on XX/XX/year>. I then canceled the transaction for another location at the same company on XX/XX/year>. The company has never refunded my transaction even after reaching out the day of cancellation, and the follow days, each day for nearly a week. After not being able to reach the company location for a refund confirmation, I filed a dispute with PNC. I received no confirmation from PNC along with no provisional credit, as that's a normal practice in the industry. I've also never disputed any transaction during my time with PNC either, so I found that odd. When I called to check up on the transaction, the agent advised information was mailed to me. I replied that I'm not able to receive mail at the moment due to being in-between homes. The agent gave me an email address to send in additional information, and I did so same day which was on XX/XX/year>. The following week I called to make sure the information was received and being processed as I never received any notifications or reply that it had been - the agent advised that it was and found in my favor but I won't receive my money back for up to XXXX days. I found this absurd. The transaction is less than {$50.00}, I've never disputed anything before, the firm has found in my favor, and yet they won't give me my money back or at least a provisional credit- just as every other bank does. Therefore, since they aren't willing to do the right thing, I asked for the issue to be escalated to their Executive Department. The agent I was speaking with had no idea what that was, and in fact stated that doesn't exist or if it does, she didn't have the ability to submit such a request. She transferred me to a " Supervisor '' to which that individual did submit a proper executive office complaint, but also identified that the previous XXXX instances of me calling in to downgrade my account type wasn't ever actually put in. So what we have here, in my experience in the financial industry seems to be a huge lack of proper training and what seems quite evident here, is the lack of following their own policies and procedures. For example, when I spoke with PNC 's Executive Office today XX/XX/year> - the agent immediately went on a similar rant as the prior agent did stating the process can take up to XXXX days. I asked the ex. office agent if not granting a provisional credit is part of their policy and her response was that she didn't know exactly what that policy was or is. I asked and demanded that she go back to investigate further and to ensure policy is being followed and she refused. So it's evident that no true investigation was performed. As the card issuer, they control the end-to-end process of REG E and TILA based card transactions- therefore there shouldn't have been any issue with giving me my money back, especially since they've already found that the company that debited by account was at fault. I encourage the CFPB to review this complaint and to forward to the appropriate auditors such as the FDIC and others in hopes to review PNC 's inability and defiant nature to follow their own policies and procedures, let alone federal regulations. It's my belief that PNC is selectively being punitive to their customer base that may not be as affluent/wealthy by selectively restricting certain policy benefits to those less fortunate clients, such as provisional credits, properly and lawfully extending complaint escalations to the property teams, and investigating complaints with authenticity and due diligence. I have also recorded the conversations had with PNC as well with XXXXXXXX XXXX XXXXXXXX recording function.

Company response to consumer: Closed with explanation