Consumer complaint received 2025-07-01 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: SC

Complaint narrative:
On XX/XX/XXXX, I made XXXX separate reservations for XXXX vacation homes in the XXXX XXXX XXXX. On XX/XX/XXXX, I called a number listed for XXXX. The lady? answered the phone as reservations. I told her that I needed to make sure that the houses I booked for our say from XX/XX/XXXX - XX/XX/XXXX were located on the same block or within walking distance from each other. She told me that someone would call me back. The individual who called me said his name was XXXX. He had all of my reservation information for the booking ai made with XXXX. He told me that I was going to lose my deposits if I did not add another person 's name to XXXX of the houses. He then told me that he would cancel the reservation made on XX/XX/XXXX and rebook adding my cousin 's name. He told XXXX that he needed {$5200.00}. I asked why XXXX said that the price had increased on the vacation homes. I told him that I did not have {$5200.00}. He told me that he could do it for {$2600.00} and he would add the money paid with the first booking. For fear that I would lose the money that I had already paid, I agreed to have XXXX cancel and rebook my reservation. He sent me something to authorize the transactions. He told me that I was all set and that he would send emails to confirm the transactions when we got off the phone. A few minutes after we ended the call, I received a confirmation for what looked like I had booked airline tickets for me XXXX my cousin. But, there was no origination or destination. At the end of the confirmation email, there was a number for XXXX. I called him about the email that referred to my cousin and me as passengers. XXXX told XXXX not to worry, as that was the wrong email The second email confirmation was on XXXX letterhead and from an XXXX email. I told him that it did not include the money from the original booking. He assured me that it would be updated. The next day, on XX/XX/XXXX, I called XXXX again. I inquired about the {$2600.00} that was not added to the reservations. XXXX said that there was no record of the transaction. I called XXXX again and he said I authorized the transaction and it was nonrefundable. Realizing that I had been scammed, I called the bank. I had to wait until XXXX AM before XXXX could speak to someone at PNC. When I did get a PN ac representative on the phone, she told me that there was no way to stop the money, as the money was already withdrawn from my account. The PNC representative told me that I would not be able file a dispute claim until the transaction cleared. Since XX/XX/XXXX, was a holiday, I was not able to file the dispute before Wednesday, XX/XX/XXXX. I tried XXXX and several other numbers listed for the business at the end of XXXX of the confirmation emails, but they stopped answering when I called from my phone. I blocked my number and was able to get someone who pro.ised to get back to me within XXXX hours. He never did call me back. I did report and filed a dispute claim with the bank on XX/XX/XXXX. The bank did not do a provisional deposit. I reached out to the XXXX again to no avail. When I called from my work number, XXXX XXXX answered. He promised to investigate further and get back to me within XXXX hours. After I reported it to the bank, I waited about a week to follow up on XX/XX/XXXX. I reached a PN C representative who told me that the bank had just sent a letter requesting more information. The representative gave me a reference number and told me to include it in the subject line kf each email sent to XXXX. Immediately, I started sending the information she td me they needed to proceed with their investigation.I called PNC again on XX/XX/XXXX and case was still axtive and was being investigated. I checked my mailbox on XX/XX/XXXX and my sister checked it on XX/XX/XXXX. But, neither of us were able to retrieve the letter from the bank. Actually, it wasn't until we after we returned from our XXXX vacation. I called PNC on XX/XX/XXXX and found out that they closed the case due to my failure to provide the additional information. The PNC rep claimed that she was reopening the dispute on XX/XX/XXXX. When I finally got the letter, typed up a letter to respond to the questions the bank was asking. I resent the requested information and documents on XX/XX/XXXX. I reached XXXX to the company again. I was told that I needed to sprak to XXXX since he knew my story. I was transferred to XXXX. According to XXXX, the money had been refunded XXXX days before. I asked for some type of confirmation to show that it had been refunded, but he did not have it. On XX/XX/XXXX, I contacted PNC again to verify that the information and requested documents were received. I found out that the dispute was never reopened by the reporting on XX/XX/XXXX. Also, I learned that there was a new reference number. I co.plained about the bank closing the case on or before XX/XX/XXXX, but claiming in the XX/XX/XXXX letter that the dispute would be closed on XX/XX/XXXX if I failed to submit the requested documents. On XX/XX/XXXX, a XXXX by the name of XXXX called XXXX told me that I could not use the old reference number. So, I resent the documents again on XX/XX/XXXX. I called PNC again on XX/XX/XXXX to make sure they received the documents. I received a call from XXXX on XX/XX/XXXX confirming that the documents were received. On Friday, XX/XX/XXXX, I received a call from another PNC representative .. On Monday, XX/XX/XXXX, I got a call from a PNC representative. She told XXXX that? I would not get my money back unless the merchant refunded it. I tried the merchant all day yesterday, but I am no longer able to reach this company from my number/state.

Company response to consumer: Closed with monetary relief