PNC Mobile Banking review: Debit card

I am writing to file a formal complaint regarding PNC’s handling of my dispute for a $1,000 charge related to a vehicle deposit that I never used and a purchase that never occurred.

Background

On Claim #225273215247, I disputed a $1,000 charge placed as a deposit for a vehicle at CarMax. The transaction was never approved, no documents were signed, and I never took possession of the vehicle. Because no contract existed, I had no documentation to provide beyond the required details of the car (make, model, year, and color).

Issues With PNC’s Investigation

PNC sent a letter dated 11/10/25 requesting additional information. I responded with everything I had, reiterating that no documents existed because the purchase never happened.
PNC then sent a denial letter also dated 11/10/25, but the postmark was four days later, and I did not receive it until 11/18/25.

After receiving the letter, I immediately contacted customer service and explained that:

It is not the consumer's obligation to prove a charge invalid.

PNC should have contacted CarMax to request proof that the charge was valid.

PNC did not attempt to recover the funds or contact the merchant at all.

I was repeatedly told on three separate calls that there were no notes on the claim and no investigation updates.

Second Claim Filed

On 11/18/25, a PNC supervisor filed a new claim (#225321241467) and assured me all details were documented. I also emailed the dispute department again with the information.

However, on 11/24/25, I received a denial letter for the second claim stating "Untimely Notification to PNC." This is not accurate, as:

I reported the dispute immediately after learning the charge was not valid.

Delays were caused by PNC’s slow mailing practices and lack of follow-up, not by me.

Lack of Reasonable Investigation

Despite multiple requests, I never received:

The backup documentation used to deny either claim,

A call back from the dispute supervisor, or

Confirmation that PNC made any attempt to contact CarMax for validation.

Had PNC contacted the merchant, CarMax would not have been able to prove the charge was valid, as no agreement, no paperwork, and no vehicle delivery occurred.

My Expectation

As a consumer, I expected a reasonable, good-faith investigation, including contacting the merchant to verify the legitimacy of the charge. That did not occur. The handling of this dispute was inadequate, untimely, and did not align with standard dispute procedures or fair consumer practices.

I respectfully request:

A full review of both denied claims.

Copies of all documentation used to deny both disputes.

Confirmation of whether CarMax was ever contacted.

Corrective action to reimburse the $1,000 charge.