Consumer complaint received 2023-06-28
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:
SEE MY ATTACHED FILE PNCBANK FOR EASIER READING. 

XXXX : >> REFER TO DOCUMENT LABELLED XXXX << XXXX  - REVIEWED CHECKING BALANCE PRIOR TO PAYING RENT & DISCOVERED FRAUDULENT CHARGES TOTALLING {$4900.00} FROM XXXX. CALLED PNC, REQUESTED FRAUD DEPT. AND SPOKE WITH XXXX. I FILED 3 DISPUTES : {$990.00} ( # XXXX ), {$1900.00} ( XXXX XXXXXXXX ) & {$1900.00} ( XXXX XXXX ). SHE ACKNOWLEDGED CANCELLING ONE DISPUTE ( POSSIBLY ENDING IS XXXX? ) BUT SHE ASSURED ME THE 3 PREVIOUSLY NOTED WERE ACTIVE. RESOLUTION WOULD TAKE 10 BUSINESS DAYS. I XXXX XXXX & FOUND XXXX XXXXXXXX FOR CUSTOMER SERVICE. THEIR VOICE MENU WOULD NOT ALLOW ME TO SPEAK WITH A HUMAN SINCE I HAD NO ACCOUNT. 

XXXX XXXX  ( APPROXIMATELY ) - SPOKE WITH XXXX XXXX ( PNC XXXX XXXX XXXX ) WHO SAID IT WOULD TAKE 24 HOURS TO CLEAR MY OLD CREDENTIALS SO I COULD RE-ENROLL WITH NEW USER ID & PASSWORD. SHE PROMISED TO CALL BACK WHEN THIS HAD BEEN DONE. SHE KEPT HER PROMISE. 

XXXX : XXXX FROM PNC XXXX XXXXXXXX HAD TO ASSIST IN RESETTING CREDENTIALS BECAUSE OLD ONES WOULD NOT GO AWAY. HE CONFIRMED MY 3 DISPUTES WERE ACTIVE. 

>> REFER TO DOCUMENT LABELLED falsewithdraw & cards << I RECEIVED A LETTER DATED XXXX THAT MY DISPUTE HAD BEEN WITHDRAWN!! THIS IS ABSOLUTELY NOT TRUE!! THIS WAS AN ERROR BY XXXX WHO BROUGHT UP THE TERMINOLOGY MOBILE BANKING VS. ONLINE BANKING. I CONFIRMED AT THE TOP OF THAT CALL THAT I USED ONLINE BANKING. ALL MY ACTIVITY ON THIS ACCOUNT HAS BEEN ONLINE. I WOULD NEVER USE MOBILE BANKING DUE TO POTENTIAL HACKING WITH WIFI!!! 

NOTE : THIS DOCUMENT ALSO SHOWS BUSINESS CARDS I GOT FROM ALL THREE ASSOCIATES @ PNC XXXX XXXX XXXX ( XXXX REFERRED TO AS " XXXX '' ) THAT I WOULD PERSONALLY SPEAK WITH ( XXXX XXXX, XXXX XXXXXXXX XXXX XXXXXXXX XXXX ) HAD THE SAME PHONE # OF XXXX, FAX # OF XXXX, ADDRESS OF XXXXXXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX AND SAME E-MAIL FORMAT WHICH WAS FIRST NAME.LAST XXXX. 


XXXX THROUGH XX/XX/XXXX : I SPOKE WITH VARIOUS PNC ASSOCIATES ( XXXX ON XXXX, XXXX XXXX XXXX ON XXXX, XXXX WHO HUNG UP ON ME AND XXXXXXXX XXXX XXXXXX/XX/XXXX, PLUS XXXX, XXXX, XXXX, XXXXXXXX XXXX XXXXXXXX, WHO ALL CONFIRMED I HAD 3 DISPUTES ACTIVE. SEVERAL OF THESE PEOPLE ALSO MENTIONED THAT DISPUTES HAD YET TO BE ASSIGNED TO ANYONE. CHANGED USER ID & PASSWORD TO MY {$0.00} BALANCE XXXX XXXX. I CHECKED ALL MY CREDIT CARDS FOR ILLEGAL ACTIVITY BUT FOUND NOTHING WRONG SO NO USER/PASSWORD CHANGES SEEMED NEEDED. 

XX/XX/XXXX : XXXX - CONCERNED THAT THIS WAS THE 10TH BUSINESS DAY & NO RESOLUTION, I WENT TO THE PNC BRANCH AGAIN & SPOKE WITH XXXX XXXX. AT THIS MEETING HE TOLD ME THAT IN FACT DISPUTES HAD BEEN CANCELLED ON XXXX AND I WAS LIED TO BY VARIOUS ASSOCIATES THAT THEY WERE STILL ACTIVE!! 

XX/XX/XXXX : I RECEIVED 3 LETTERS STATING THAT THE DISPUTES WERE " RESOLVED ''. THERE'S A PARAGRAPH THAT READS : " YOU HAVE THE RIGHT TO REQUEST ANY DOCUMENTS THAT WE RELIED UPON IN MAKING OUR DECISION. '' NO SUCH DOCUMENTS WERE ATTACHED TO ANY LETTERS. TO THIS DAY NO ONE HAS EVER PRODUCED SUCH A DOCUMENT DESPITE REPEATED REQUESTS BY ME DURING OFFICE VISITS & PHONE CALLS!!! 

XX/XX/XXXX : XXXX REFER TO DOCUMENTS LABELLED XXXX-XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX WERE SIGNED BY ME IN XXXX XXXX 'S OFFICE DENYING I MADE THESE TRANSFERS. I ASKED HIM IF IT WAS NECESSARY TO CLOSE MY ACCOUNT & OPEN A NEW ONE. HE SAID THAT SINCE NO FURTHER BREACH HAD OCCURRED & USER/PASSWORD HAD BEEN CHANGED, THAT CLOSURE DIDN'T SEEM TO BE NEEDED. 

XXXX XXXX XXXX  - RECEIVED E-MAIL & PHONE MESSAGE FROM XXXX XXXX ( XXXX ). CALLED BACK TO GET HER VOICE MAIL. AS WITH EVERY MESSAGE I'VE LEFT THUS FAR, I PROVIDED MY HOME # AS WELL AS CELL #. 

XX/XX/XXXX : XXXX ( APPROXIMATELY ) - SPOKE WITH XXXX. REQUESTED XXXX XXXX TO CALL ME XXXX XXXX XXXX ON XX/XX/XXXX. 

XX/XX/XXXX : XXXX XXXX - CALLED BACK & SPOKE WITH XXXX. SHE CONFIRMED THAT THE XXXX XXXX  CALL I REQUESTED ON XX/XX/XXXX DID NOT HAPPEN. ASKED FOR A CALL BACK AT XXXXXXXX XXXX TODAY. 

XXXXXXXX XXXX  ( APPROXIMATELY ) - RECEIVED AN ANSWERING MACHINE MESSAGE FROM XXXX DELIVERED IN A FAINT VOICE. THIS CALL XXXX - A CALL CAME THROUGH, RANG ONCE, WHEN I WENT TO ANSWER IT THERE WAS NO ONE THERE & NO MESSAGE LEFT. HIT REDIAL & WAS CONNECTED TO XXXXXXXX XXXX VOICE MAIL. 

XXXX  - GOT A CALL BACK FROM XXXX XXXX & PNC ( XXXX ) CONCURRENT TO THE CALL INTO EXECUTIVE CLIENT RELATIONS ( ECR ). HE PROMISED TO CALL ME BACK @ XXXX XXXX TODAY. 

XXXX - SPOKE WITH XXXX. WENT THROUGH THE WHOLE SCENARIO OF IDENTIFYING WHO I WAS, ACCOUNT #, ADDRESS, ETC. ASKED TO SPEAK WITH A MANAGER. THAT NEVER HAPPENED. ALL HE TOLD ME WAS THAT XXXX WAS " WORKING ON IT ''. TO DATE SHE HAS NEVER CALLED ME BACK ON MY CELL # I PROVIDED. 

XXXX REFER TO DOCUMENT LABELLED accountactivity << XXXX (? )- FINALLY DURING A PHONE CALL TO XXXX SHE INFORMED ME THAT MY MONEY HAD BEEN RESTORED ON A TEMPORARY BASIS TO MY ACCOUNT PENDING FURTHER INVESTIGATION. 

XX/XX/XXXX : XXXX - WENT INTO MY PNC ACCOUNT & DISCOVERED THE 3 TRANSFER AMOUNTS WERE AGAIN REMOVED FROM MY ACCOUNT CREATING A $ XXXX BALANCE. 

XXXX REFER TO DOCUMENTS LABELLED accountactivity, XXXXXXXX XXXX, & XXXX <XXXX XXXX - I RECEIVED 6 LETTERS STATING THAT THE DISPUTES WERE AGAIN " RESOLVED ''. MONEY HAD AGAIN BEEN REMOVED FROM MY ACCOUNT!! THERE'S A PARAGRAPH THAT READS : " YOU HAVE THE RIGHT TO REQUEST ANY DOCUMENTS THAT WE RELIED UPON IN MAKING OUR DECISION. '' NO SUCH DOCUMENTS WERE ATTACHED TO ANY LETTERS. TO THIS DAY NO ONE HAS EVER PRODUCED SUCH A DOCUMENT DESPITE REPEATED REQUESTS BY ME DURING OFFICE VISITS & PHONE CALLS!!! 

XXXX - TOLD XXXX XXXX WAS NO LONGER WORKING XXXX XXXXXXXX XXXX. 

XXXX - SPOKE WITH XXXX XXXX XXXX XXXX ( ASSISTANT BRANCH MANAGER ). WAS TOLD SHE COULD NOT FOLLOW UP WITH THIS CASE AS STAFF WAS NOT THERE ON XXXX. SHE PROMISED TO FOLLOW-UP ON XX/XX/XXXX @ XXXXXXXX XXXX. I MADE A FURTHER CALL TO PNC AND SPOKE WITH XXXX WHO BASICALLY SAID THERE WAS NOTHING HE COULD DO AS FRAUD INVESTIGATION STAFF WAS NOT AVAILABLE. 

XX/XX/XXXX : XXXX - XXXX XXXX XXXX  IN XXXX 'S OFFICE AND REPEATEDLY ASKED FOR DOCUMENTS ON PNC 'S INVESTIGATION BUT NEVER RECEIVED THEM. I ASKED TO SPEAK TO REGIONAL DIRECTOR XXXX XXXX. SHE WOULD NOT GIVE ME ANY PHONE # FOR HIM EVEN THOUGH HIS OFFICE WAS ON THE TOP FLOOR OF XXXX!! EVENTUALLY SHE GETS HIM ON CELL PHONE. HE GIVES ME HIS # AS XXXX. HE ASSURED ME HE WOULD LOOK INTO THE MATTER. 

XXXX - HE CALLS BACK & SAYS IT APPEARS THAT I SET UP AN ACCOUNT WITH XXXX & ACCOUNT # WAS XXXX. AGAIN I REPEATED THAT I HAVE NO ACCOUNT WITH THEM!! HE PROVIDES A CUSTOMER SERVICE # HE FOUND ON XXXX. THIS # WOULD NOT ALLOW ME TO SPEAK WITH A HUMAN. ONLY OPTION SEEMS TO BE VIA E-MAIL WHICH IS USELESS. I COULD NOT VERIFY ANY ACCOUNT INFO UNLESS I PROVIDE THEM WITH AN " XXXX XXXX XXXX XXXX ( AGAIN NO ACCOUNT-NO CARD ). MY SSN # WAS NOT IN THEIR SYSTEM. I LOOK XXXX UP AGAIN ON XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX PHONE XXXX XXXXXXXX UP. I WAS FINALLY ABLE TO TALK TO XXXX. AT THIS POINT I AM UNWILLING TO GIVE HER ANY PERSONAL INFO OTHER THAN THE LAST 4 OF THE SSN - FOR OBVIOUS REASONS. SHE SAID SHE HAD ACCESS TO XXXX XXXX ACCOUNT # S.SHE VERIFIED THAT XXXXXXXX XXXX ACCOUNT # S START WITH XXXX NOT XXXX SO # PROVIDED BY XXXX IS INVALID!! IF THAT IS THE # ON THE SO-CALLED " PROOF ''!! XXXX XXXX SAID HE BELIEVES ME AND THAT THIS APPEARS TO BE FRAUD BUT HE CAN NOT MAKE THE FINAL CALL ON GETTING MY MONEY BACK!!! 

XXXX - I RETURN A PHONE MESSAGE FROM XXXX ( XXXX ) IN THE EXECUTIVE DECISIONS DEPT. SHE REPEATS THE SAME TIRED MESSAGE. SHE SAID SHE'D FILE ANOTHER DISPUTE BUT THAT THEY'LL PROBABLY COME BACK DENIED LIKE THE PREVIOUS ONES ( AMAZING EMPHATHY & POSITIVE CUSTOMER FOCUS )!!! 

XX/XX/XXXX : XXXX - CALLED PA ATTORNEY GENERAL 'S OFFICE & SPOKE WITH XXXX REFERRED TO DEPT. OF BANKING & SECURITY @ XXXX / XXXX XXXX POBS.PA.GOV & SPOKE WITH XXXX. IF THEY COULD NOT ASSIST THEN I WAS TOLD I COULD GO BACK TO THE AG. FROM THERE I WAS REFERRED TO OFFICE OF COMPTROLLER OF CURRENCY XXXX XXXXXXXX / XXXX & WEBSITE HELPWITHMYBANK.GOV - HOURS : XXXX XXXX XXXX I SPOKE WITH XXXX. HE REFERRED ME TO CFPB. 

XXXX - SPOKE TO XXXX @ CFPB ( XXXX ). XXXX XXXX XXXX XXXX XXXX HE HELPED ME SORT OUT WHAT DOCUMENTS I WOULD NEED TO SEND. CREATED PAGE OF SNIPS FOR XXXX ENTRIES ON MY PNC ACCOUNT ACTIVITY. XXXX WAS GIVEN WITH PHONE # XXXX. CONTACTED XXXX XXXX XXXX XXXX  BUT WAS TOLD TO CONSULT WITH A LAWYER. 

XXXX - CALLED XXXX XXXX XXXX 'S OFFICE XXXX XXXXXXXX ABOUT LODGING A COMPLAINT. XXXX REFERRED ME TO XXXX XXXX XXXX  FOR FILING A COMPLAINT. 

XXXX - FILED CASE XXXX XXXXXXXX REPORT WITH XXXX XXXX POLICE. FILED A 2ND DISPUTE BASED ON POLICE ADVICE AGAINST XXXX XXXX XXXX XXXXXXXX. WENT TO XXXX XXXX  XXXX XXXX 'S THEIR XXXX XXXX XXXX XXXX XXXX CASE # XXXX WITH ASSISTANCE OF MY AGENT XXXX XXXX XX/XX/XXXX : XXXX - E-MAILED XXXX & XXXX XXXX @ PNC WITH CASE # XXXX FOR POLICE REPORT XXXX XXXX XXXX XXXX XXXX DISPUTE. 
AGAIN ASKED FOR A COPY OF THIS SO-CALLED DOCUMENT USED TO DENY MY DISPUTES. PROVIDED A COPY OF THE WITHDRAW LETTER RECEIVED XXXX.

Company response to consumer: Closed with monetary relief