Consumer complaint received 2018-10-10
Company: PNC Bank N.A.
State: DE
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, while traveling in XXXX, I tried to use my ATM bank card to withdrawn local funds in XXXX at a mall. The ATM machine seized my card for a minute without dispensing cash yet I was debited {$65.00} from my checking account. I reported this to PNC over the phone and a dispute case was started. On XX/XX/XXXX, I logged on to my email and PNC bank account only to find out that there had been a series of checks of {$200.00} from a " XXXX XXXX '' written out to " home care '' drawing money off my account on a daily basis up until when I first noticed it on XX/XX/XXXX. I called PNC bank and spoke to a representative who transferred me to their escalation department- XXXX at XXXX. She reported that she would start an investigation on this. I learned today that PNC did not open an investigation until XX/XX/XXXX. On XX/XX/XXXX, I continued to report my complaint at which point my card was cancelled. At this point during my report to PNC, a XXXX, XXXX at XXXX informed me that she was now assigned to my case from the same department. She requested that I change the PIN and security details on my card which I did. I subsequently online transferred all monies out of my checking account to a virtual account with PNC to prevent any further automatic withdrawals and informed them what I had done. At this point, XXXX indicated that she should have thought to have asked me to do that before and she subsequently placed a hold on my account. I informed her that I had several bill pays due during the month at which point she stated that I should inform her when I wanted the hold removed temporarily. Despite the hold on my account, on XX/XX/XXXX, the checks continued to draw out monies from my account, which I continued to receive email notifications about. I screenshot the emails and emailed XXXX with the information and called her to receive an update on the investigation. I left a voice message without response. On XX/XX/XXXX, I called PNC to receive an update and was informed by a representative that PNC had decided to close my account and relationship with me based on the volume of checks being drawn off my account. They informed me that it would be closed on XX/XX/XXXX. I responded to ask why I was being penalized for fraudulent activity that I had no responsibility in and XXXX indicated that it was PNC bank prerogative. She further informed me that while they would refund me the returned check fees, they would not refund the total amount of $ 3200+ drawn off my account by the bogus fraudulent checks. On XX/XX/XXXX, I requested a statement summary of my checking account which she informed me she would mail to my address. She then informed me that PNC was terminating their relationship with me on XX/XX/XXXX and that a certified check for my remaining balance would be mailed out. Again, no recovery of the withdrawn funds has occurred and no information of their investigation was provided.

Company response to consumer: Closed with monetary relief