Consumer complaint received 2022-08-10
Company: PNC Bank N.A.
State: DE
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:
This complaint is being filed in conjunction with a previous complaint filed on XX/XX/XXXX ( Complaint # XXXX ) which is still open at this time per PNC Bank although the investigation of fraud on 3 of my accounts has been concluded. In my original complaint I requested documentation from PNC Bank 's Executive Client Relations Department proving that the bank had 30 days to investigate the 3 occurrences of fraud that took place on 3 separate PNC accounts which were held in my name. I requested this information because all I was told by PNC after reporting the fraud was that provisional credits were being requested and that they had 30 days in which to investigate. I first asked XXXX XXXX in Executive Client Relations for the documentation on XX/XX/XXXX via voicemail and continued asking via multiple repeat voicemails but never got a return phone call. On XX/XX/XXXX, I contacted XXXX XXXX in Executive Client Relations as the investigation had been transferred to her after my complaint was filed, and she told me the only documentation available was in PNC 's Account Agreement which is given to customers when opening a new account and referred me to that for reference. Upon reviewing the agreement, the only reference to PNCs policy regarding fraud investigations was found on page 24 under the heading entitled " In case of errors or questions about your Electronic Transfers '' where it states ... .. '' We will determine whether an error occurred within 10 business days ( for verified unauthorized Non-PIN transactions, within five ( 5 ) business days ), after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 calendar days, ( for PIN point-of-sale transactions and/or Non-PIN transactions up to 90 calendar days ) to investigate your complaint or question. I f we decide to do this, we will provisionally credit your account within 10 business days ( for verified unauthorized Non-PIN transactions, within five ( 5 ) business days ) for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. I complied with all of PNC 's stipulations regarding reporting of such instances of fraud immediately upon discovering the deductions from my accounts, and my complaints were escalated to their Executive Client Relations Department on XX/XX/XXXX, but provisional credits were never issued to me until XX/XX/XXXX. All of these transactions took place at Virtual Banking Machines, and, of course, were Non-PIN transactions as told to by XXXX XXXX who did divulge some of the investigation details to me in our recorded conversation on XX/XX/XXXX. As of this date, PNC has never explained to me why provisional credits were not issued within the time frame stated in the Account Agreement. I have also been told that details concerning the fraud investigation are not able to be shared with me although I have requested knowledge of where the transactions occurred as I have been told multiple locations ( XXXX, Missouri ; Michigan, and lastly XXXX, Texas ) by various PNC associates and also what type of ID was presented as I was told that one had to be presented as these transactions did not utilize any type of credit or debit cards but actually accessed 3 of my actual bank account numbers.

Company response to consumer: Closed with explanation