Consumer complaint received 2023-01-12
Company: PNC Bank N.A.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2022, I logged into my online account with PNC Bank and found a {$1500.00} withdrawal not initiated by me or my wife. I immediately called PNC Customer Service to alert them of this issue, as I strongly suspected that not only was the transaction fraudulent, but likewise reflected the strong possibility that I was a victim of identity theft. 

A scanned image of the withdrawal slip linked to this transaction, which shows my Social Security Number and account number handwritten on the slip, was captured by PNC and appended to my online account details. It clearly confirms that the transfer of funds occurred at a PNC branch - a suspicion I shared with the PNC agent.

Later that same day, I received an automated email from PNC asking me to complete a customer satisfaction survey concerning my last " visit '' to a PNC branch. The message even identifies the location of the branch and first name of the teller who serviced their " client. '' The date of the visit ( XXXX ) referenced in the email likewise coincided with the day the fraudulent transaction was completed. 

I shared all of this information with the PNC associate who spoke with me, as well as the PNC Fraud Group via email, as it obviously opened up several avenues of investigation. But I received no response. Finally, after follow-up calls to PNC 's Customer Care unit the week after the incident, someone from their Office of the Customer finally got back to me.

I was told the transaction was linked to one of the branch 's regular customers, who was on location to withdraw funds from his/her account. In short, the teller used the person 's Social Security Number to access their records in the PNC system, and inadvertently transposed two of the SSN digits. It seems the incorrect SSN turned out to match mine exactly, so my account came up and the withdrawal was completed against my balance.

This made no sense to me. So the teller didn't notice that the name/address on my account was not that of the person seeking the withdrawal? And no form of physical ID was requested, or protocols in place for such a large cash transaction? If the teller entered the SSN incorrectly - my SSN, as written on the slip - how is it possible that my account matched it and was accessed in the PNC system? And no consideration was given to the possibility of client/teller collusion? I remain quite suspicious. At a minimum, it points to gross negligence on PNC 's part. And it still doesn't resolve my concerns over the possibility of identity theft, as my SSN and account number were clearly printed on the withdrawal slip.

To make matters more concerning, per the advice from one of the credit reporting agencies- one of several parties I contacted to initiate fraud alerts and other security protocols, I reached out to local Law Enforcement to file a police report. Much to my dismay, follow-up attempts by LE to contact PNC 's Fraud Unit were proving to be unsuccessful. 

Since my discovery on XXXX, I've insisted on receiving more details in writing from PNC related to their investigation of this incident. When I finally had the opportunity to speak to PNC 's VP/Security Manager, this person admitted she was unaware of the documented evidence in the case, namely, the actual withdrawal slip and the survey I received via email a day after the incident. Nor did this individual know the location of the branch and the name of the teller involved- despite the fact that these docs were attached to my prior correspondence that the VP was copied on.

Since 10/7, I've insisted on receiving a copy of the investigator 's report. What I was sent instead was communications from a Customer Care Manager restating the " inverted SSN digits '' explanation. And an email from the EVP of Customer Experience, which offered further details that were incoherent at best - and even contradicted what the Manager had stated in his letter.

In aggregate, this experience and lack of transparency, as evidenced by PNC 's refusal to provide me with a copy of the field investigator 's report, has undermined my confidence in any investigative work PNC may have completed to-date. And it calls into question whether anything of real consequence has been pursued to address this gross negligence and/or potential identity theft in the hope that I would eventually just go away, since the {$1500.00} was returned to my account. It also makes one wonder if PNC is purposely suppressing details of their findings for fear of consequences of some kind - all at my expense.

As a start, my primary interest over the near term is to receive a copy of the investigation report findings- redacted if necessary. Assuming such a record even exists. If not, a written summary of what transpired - something far more lucid than the emails/letter I've received, which includes a statement of how things were resolved, would suffice. Restitution for jeopardizing the security of my personal information could then best be determined from there. Certainly, more than the one year 's worth of credit monitoring PNC offered seems warranted in this case.

Given my experience and what has transpired since this incident came to light, I'm likewise concerned for other PNC customers who, when using PNC banking services, may encounter issues similar to mine, and their potentially damaging consequences. That is why I've felt compelled to reach out to you to intervene, investigate and remediate this matter.

Company response to consumer: Closed with monetary relief