Consumer complaint received 2023-04-30
Company: PNC Bank N.A.
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XXXX XX/XX/2023 my PNC card was declined for purchases. 
i call PNC to check on my account and was told my account had been frozen. I was told that someone in the Fraud Division had determined that I was a victim of fraud and that all of the payments ( which paid the cash advances and the balance of my personal charges ) that had been made from the person known as " the scammer '' would be returned. I will be responsible for the total balance on my card. 
XXXX XXXX I receive my daily balance alert from PNC and it is {$79000.00}. 
A day or two later " the scammer '' makes an ACH transfer payment to PNC and pays off the entire balance. 
I think it was on the XXXX XXXX that PNC closes my credit card account. 
The virtual wallet checking and savings account are frozen as well. 
My credit score has already dropped 200+ points XXXX XX/XX/2023 I spoke with several PNC divisions : Fraud, Customer Service XXXX Hardships, Disputes. I can't remember if there were any others. I talked to an agent named XXXX from the Fraud division the longest. He took down my information. He arranged for me to go to a local PNC bank where we could have a phone conversation with a bank representative present, to provide any help I needed with retrieving statements and documenting with them all of the fraudulent charges that were on my account. I talked with one person who offered me a one time settlement which would be for me to pay total amount charged with a 1.9 % interest rate ( over five years ) I never returned that call. 

I was talking with an agent from the Fraud division ; midway this person put me on hold and came back saying he was transferring me to the Dispute Resolution Division. I had no idea why. This new person informs me that because I made the charges personally, they were not determined to be fraud. Then asked me what transactions I wanted to claim as disputed ones. 
XXXX XXXX I talked with several departments again. While talking with the Hardships division ( not positive about that name ) and I do not qualify for anything since the balance is over the 120 % limit. 
Meanwhile, I am threatened by letters saying if I don't pay the minimum payment which is well over {$4000.00} they will increase the interest rate. 


XXXX XXXX I wrote a letter to PNC and mailed it on XXXX XXXX certified and return receipt informing them of the scam I had unknowingly been involved in and fraudulent charges were made during this time. I informed them that the legitimate charges amounted to {$11000.00}. I made a commitment to pay the legitimate charges and would pay {$1000.00} monthly until that amount was paid completely. At that time I included copies of all the statements that had fraudulent charges. These fraudulent charges include purchases of Visa gift cards, XXXX gift cards, XXXX transfers and BitCoin purchases. 

XXXX XXXX I made a {$1000.00} payment on my account XXXX XXXX I made a {$95.00} payment XXXX XXXX I made a {$1000.00} payment on my account. 

XXXX XXXX I mail certified/return receipt letter to PNC again informing them that I was a victim of elder abuse and fraud. That I would be paying the legitimate charges. I also indicated which agencies I have notified about the fraud, including XXXX Police department, national Elder abuse hotline, FBI, Secret Service, etc. I am asking that they would discharge the fraudulent charges. 

The collection department contact me about 10 days ago again. I explained again my circumstances and asked them to include anything new on my account. 

I have MANY photos and screenshots of receipts, gifts cards purchased, and pictures of Bit Coin atm screens showing purchases and the Bitcoin wallet account number. I will be including only the letters I sent to PNC but am willing to forward those if you decide you want to see them. 

this card info is a new account which the balance was transferred to ( ending in XXXX )

Company response to consumer: Closed with explanation