Consumer complaint received 2019-01-25
Company: PNC Bank N.A.
State: FL
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:
On XX/XX/XXXX at XXXX XXXX - we received an email from PNC stating " ... Your access to Online Banking and Voice Banking has been suspended as a result of incorrectly entering your password on multiple attempts '' To regain access reset your password at pnc.com. Which she did. But she didnt even see that email until XX/XX/XXXX around XXXX XXXX. 

My daughter ( FYI I am also on the account with her, this is a joint account ) logged in to change her password at which time she recognized a charge for {$300.00} to XXXX XXXX XXXX  on XX/XX/XXXX that she did not make nor does she even have an account with XXXX XXXX. She contacted the fraud dept who told her to call in the morning once the charge posts. She did just that. XX/XX/XXXX at roughly XXXX XXXX she called PNC, they told her they would open a dispute for the unauthorized charge and issue a new card. ( NOT sure why they would take this route being that the charge was an ACH withdrawal. They offered her no other security measures at all. Needless to say the next day XX/XX/XXXX two more ACH withdrawals were debited from our account. {$2900.00} ( this one to XXXX XXXX XXXX ) and {$1400.00} ( XXXX XXXX again ) again neither of which she or I have accounts with. At this point I called PNC Fraud dept and spoke to a manager ( XXXX ) who assured me that he was going to stop payment on those 2 charges and freeze the account, he directed us to go into the branch in the morning to continue the dispute process. Well the next morning the charges posted AND another unauthorized ACH withdrawal was made for {$3700.00} ( this one only stating ACH DEBIT VISA ). So I go to the bank this morning XX/XX/XXXX and get back two of the charges ( the {$1400.00} and {$2900.00} charges ) after they tried to tell me that I had to wait 10 days. When they should have frozen the accounts after the {$300.00} charge was made and the other 3 charges wouldn't have ever happened. Now I understand that there are really good hackers out in this world. But I would have expected better practices in place when these types of transactions come through especially when they are so outside of the norm of usual activity on the account. My daughter has had that account since she was XXXX ( now XXXX ) hence the reason Im on the account since she was a minor when it opened. She has been saving her money since then. To wake up and see your entire life savings just taken from you in an instant when you thought your bank had protected you not once but twice, is devastating. PNC has stated they'd refund the additional monies on Monday when the {$3700.00} posts. We have already taken out what money was left and put it in a safe at home, she is scared to death to trust banks now. This bank needs better training for their reps and better policies and practices to protect the consumer. This could have been prevented with the first {$300.00} charge. Or even when they knew someone was trying to access her online banking account with the wrong password multiple times. The account should have been locked. They just allowed these hackers to attack the account repeatedly.

Company response to consumer: Closed with monetary relief