Consumer complaint received 2021-11-24
Company: PNC Bank N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2021 I contacted Pnc bank because I received emails from XXXX stating that I had unusual activity on my account and to change my password. I also notice that XXXX was missing from my bank account. Long story short someone hacked my personal information and used my bank information from XXXX to make a purchase on XXXX XXXX  and had that item shipped to Texas. I have all the emails showing this. 
On Friday when I notice the money missing from my account I immediately contacted Pnc at XXXX am and reported the unauthorized transaction. The pnc represented told me that pnc was legally obligated to let the payment go through and that I will be given a provisional credit while an investigation is done and that I should also contact XXXX and XXXX and let them know what is going on ( which I did notify the other two companies ). I also immedialy removed my bank information form XXXX so that no one else will be able to access my information. 
The next day on XXXX/XXXX/2021 I noticed that pnc had took 33.00 from my account and charged me for a stop payment fee for the unauthorized transaction. I immediately called pnc and the pnc rep stated that when I called in the XXXX/XXXX/202 to report the unauthorized transaction it should have been put in as dispute and not a stop payment, the 33-dollar fee was refunded to me. 
Moving forward on Monday I called PNC to see if they needed the emails from XXXX that I received showing that my account was compromised and the rep told me that XXXX XXXX  had sent me a refund and that they were aking back the provisional credit and closing my dispute. I looked on my online backing and there was a credit for XXXX. 
I then proceeded to go on my XXXX account to close my account due to my personal info being compromised and my XXXX account is now in the negative XXXX. I immedially called XXXX and XXXX rep said that pnc withdrew the funds paid to XXXX in the amount of XXXX ( I am assuming it was a stop payment the pnc escalation department never called me back ). XXXX stated that being that they paid XXXX XXXX  for the unauthorized transaction and pnc retracted the payment I am responsible for the money that pnc took back. I explained to XXXX  that It was an unathorized transaction and I have filed multiple disputes with XXXX as well for the unauthorized transaction each time getting denied. 
After speaking with XXXX  I then called pnc and spoke to a supervisor that informed me that there was not a stop payment made and that XXXX  refunded my money. The supervisor stated that the money absolute went to XXXX and to send them a copy of my bank statement showing that the funds was withdrew ( which I did ). I also requested multiple times for the escalation department from pnc to call me which they have not. I then decided to call XXXX XXXX  to see if indeed they refunded me the money and the rep from XXXX XXXX  stated that they were trying to process a refund, but the transaction was denied ( probably because I removed my bank info from PNC ). I was told that I would receive a call within 24 hours which I have not and have called multiple times and have been getting the run around from XXXX XXXX  in regards to a refund. 
I called pnc on XX/XX/2021 and explained all this to the rep and she basically said that pnc did their job by giving me money back ( stop payment ) and that they can not help with the money they withdrew from XXXX  ( that I now owe for unauthorized transaction ). If I am not able to recoup funds from XXXX XXXX  I am now responsible to pay XXXX for a transaction that I did not make. ( which XXXX cant get anyone to call me back from this company either. 
My issue is 1.st the stop payment should not have been made if pnc was legally responsible to pay for the unauthorized transaction. 
The stop payment has caused a whole another issue. ( now I owe XXXX for a transaction that I did not make ) 2nd PNC closed my dispute stating that XXXX refunded my money but in reality pnc did a stop payment and recouped the funds. 
3rd now pnc is claiming that they can not help me with another dispute because they got my money and put it in my account back which makes no sense because If I am not able to recope the funds from XXXX XXXX, I am now responsible to XXXX XXXXXXXX XXXX for a transaction that I did not make. ( because pnc took back from a stop payment. ) XXXX XXXX XXXX XXXX XXXX XXXX, Pa XXXX XXXX

Company response to consumer: Closed with monetary relief