Consumer complaint received 2022-10-20
Company: PNC Bank N.A.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Monday XX/XX/XXXX my purse and wallet were stolen from my locked vehicle. My driver 's license and PNC debit card were in my wallet at the time of the theft. I immediately reported my card stolen on through PNC 's banking app and filed a report with the police. Per the police, they advised to have the bank flag the card so if someone tried to use the card at a retailer, the retailer would know to contact local law enforcement. Once the call center opened, I contact PNC and confirmed they received my online notification indicating the card was stolen as well as to relay what the police advised. I was told by the bank, this was not possible since it was now locked due to the theft, nothing would come to the bank if it was used. I also went into a local branch to have a new debit card reissue and the associate there confirmed it was listed as stolen in our account. 

On Tuesday XX/XX/XXXX at XXXX someone entered the PNC branch at XXXX XXXX XXXX in XXXX VA and used my stolen license and the PNC debit card that was just reported stolen the day before to gain access to my account. The person deposited a fraudulent check and then withdrew my full account balance of {$4600.00} without raising a single red flag. There was no text alert regarding suspicious activity, NOTHING. We found out about the transaction when my husband 's debit card was declined, and I checked our account. 

I immediately contacted the bank and put a 30 day hold on my account. I started asking about having the money refunded which is where the runaround began. I was bounced from department to department where I had to explain everything from the beginning each time. I was told an investigation would be opened. I was able to reach out to the manager of the bank where the transactions occurred who advised she had opened an investigation with loss prevention but could not explain how something like this could have happened. The contact I was given for loss prevention was XXXX XXXX but was only provided an email as the phone number could not be released. I have sent 2 emails to XXXX XXXX with no response. 

I found out on the morning of the XX/XX/XXXX, the only dispute opened by the branch was for the fraudulent deposit. NOTHING has been opened or attempted for the withdrawal, which is my primary concern. I have been without access to any money since XX/XX/XXXX, it is now XX/XX/XXXX with no resolution in sight. I was able to open a dispute myself the morning of XX/XX/XXXX for the withdrawal and it was escalated to Retail Support. My husband and I both have left messages with a XXXX XXXX from retail support who is supposedly handling the dispute as of XX/XX/XXXX but none of our phone calls or emails have been returned at this point. 

We are in this position at the sole negligence of PNC Bank. How can a debit card which was reported stolen barely XXXX hours earlier be used to withdraw an entire account balance without raising a single red flag? How can a bank who allowed this to happen, not show more urgency in resolving the issue and reimbursing the money. 

We have filed police reports with law enforcement in both the jurisdiction where the theft occurred as well as where the bank transaction occurred. I have done as much as I can do independently to resolve this issue. I'm hoping by filing complaints it can help move the process along and get my money returned. I will NEVER do any kind of business with PNC bank again. All of their actions so far have been to protect themselves, not the consumer.

Company response to consumer: Closed with explanation