Consumer complaint received 2023-11-22
Company: PNC Bank N.A.
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I am a customer of PNC Bank, N.A. I live in XXXX, Maryland and have a good relationship with my local branch. At the end of XXXX ( XX/XX/XXXX ), I travelled to XXXX for a work colleague 's wedding. The evening of XX/XX/XXXX my Iphone was stolen from a restaurant/bar in XXXX XXXX XXXX The wedding was on Saturday, XXXX XXXX. I planned on filing an XXXX insurance claim on the XXXX when I returned to Maryland so I went to a local XXXX store and purchased a flip phone so I could make phone calls. I attended the wedding on Saturday and Sunday morning I was checking my email in a local cafe when I saw that there were three unauthorized XXXX transactions, each for {$1000.00}, each to an account under the name " XXXX XXXX. '' I had PNC online banking but had never set up a XXXX account and never authorized any transactions. I immediately called PNC bank and put a freeze on my account. I flew back to Maryland and went in to my local PNC Branch on Monday, XX/XX/XXXX. I met with XXXX XXXX, branch manager, who advised that someone had broken into my PNC online banking and set up a XXXX account. Only one of the {$1000.00} transactions had posted, so XXXX said I'll keep an eye on the account and dispute the remaining two {$1000.00} transactions when they post. In the meantime unlock your account and change the password. She also advised that I file a police report with XXXX which I did. She indicated that the {$3000.00} would be remitted to my account in approximately ten days. The money was never remitted to my account, I got a letter in the mail from PNC saying my claim was denied. I elevated the claim because these were unauthorized electronic fund transactions under 15 U.S.C.A. 1693. I spoke to several people from PNC " Executive Client Relations '' after my claim was elevated. I spoke with a XXXX XXXX who advised that PNC Bank, XXXX. does not have the resources to consider all of the information and evidence that I had submitted and offered to submit to support my claim that these were unauthorized transactions, and that my claim was denied. I spoke to XXXX XXXX from PNC executive client relations who told me that this situation is " no different than losing a wallet full of cash, '' and that PNC has no obligation to remit money to a consumer in the event of an unauthorized electronic fund transaction. I feel like PNC Bank, N.A. is disregarding their obligation under federal law. I returned to my local branch after speaking to executive client relations and again spoke with XXXX XXXX who expressed disbelief that PNC Bank N.A . had denied my claim. She indicated to me that it's " obvious '' that I was the victim of theft and she could not comprehend why PNC Bank, N.A. was denying my claim. I did not set up any XXXX account nor did I authorize any money to " XXXX XXXX. '' Whoever stole my phone also tried to steal money from me via XXXX and XXXX pay, but these transactions thankfully were denied.

Company response to consumer: Closed with explanation