Consumer complaint received 2023-01-08
Company: PNC Bank N.A.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX we reported fraudulent use of our debut card to PNC bank. That same day we cancelled the compromised card and received a new card. Due to the holidays we did not realize the fraud had been going on for a little over a month. The initial fraudulent transaction was on XX/XX/XXXX. On this same date there were XXXX other transactions all charged through walmart.com. Altogether there were XXXX transaction from XX/XX/XXXX through XX/XX/XXXX. The dates of those transaction are as follow : XX/XX/XXXX - XXXX XX/XX/XXXX XXXX XXXX  XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Initially PNC gave us provisional credit for all the transaction. However on XX/XX/XXXX we received a letter advising they were reversing the provisional credit because we did not notify them in a timely matter. Specifically, " as noted in our XXXX XXXX Funds Transfer XXXX XXXX, we must receive notification no later than XXXX  days after we sent the first statement on which the unauthorized transaction ( s ) appeared. '' i immediately called and to dispute the reversal, and asked they reinvestigate. I was assured this was mistake because they had included a change back on XX/XX/XXXX as part of their investigation. I confirmed the charge in XXXX was not fraud, and we were only contesting those starting in XXXX. On XX/XX/XXXX I received XXXX letters advising the had completed their investigation and determined I had not reported the charges timely. Again, I immediately called to dispute their response. My call was elevated to someone in the fraud the department who told me they go back XXXX years to investigate fraud, and if I have any transaction with that merchant the XXXX days starts from the initial transaction per XXXX XXXXXXXX I again explained the charge in XXXX was not fraud. She again said it does not matter per XXXX XXXX I'm responsible for all charges to that merchant. I asked to speak to a supervisor which I was told she was unavailable. I asked for a return to which to date I have not received. I also asked for the specific language from XXXX XXXX, which I have not been provided. i went into the branch on XX/XX/XXXX to elevate my concerns, at which time they also told me this is a mistake and I should not have an issue getting my money back. I received a call from another customer service representative ( XXXX XXXX ) on XX/XX/XXXX which again she said she would elevate to her supervisor, and would call me back within XXXX hours. On XX/XX/XXXX I had not received a call yet so I called again. XXXX told me she did elevate my complaint and was told they go back XXXX  years in their dispute investigation, so all charges past XXXX  days of the XX/XX/XXXX charge I would be responsible for per XXXX XXXX  I again asked for the specific language from XXXX XXXX, which she was unable to provide to me. I asked my complaint be raised to their XXXX XXXX which she agreed and said I would get a call in XXXX hours. To date I have not received a return call.

Company response to consumer: Closed with explanation