Consumer complaint received 2020-08-01
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 XX/XX/XXXX, I noticed that there were purchases from XXXX on my checking account with PNC. I printed out my bank statement and went through and highlighted which transitions were fraudulent. 

I then called XXXX to confirm with them - they were able to confirm that these purchases were no associated with my account. They also found that my card had been added to another account, but were not able to give me any other information and advised me to call my bank and close my bank card. 

I immediately called my local PNC branch and let them know what happened. They closed that debit card and were sending me another card. They also advised me to dispute those transactions through pnc.com. 

Still, on XX/XX/XXXX, I disputed a TOTAL of 11 charges in my checking account for the following dates : ( ALL AMAZON ) 1. XX/XX/XXXX for {$23.00} 2. XX/XX/XXXX for {$34.00} 3. XX/XX/XXXX for $ {$12.00} 4. XX/XX/XXXX for {$15.00} 5. XX/XX/XXXX for {$39.00} 6.  XX/XX/XXXX for {$63.00} 7. XX/XX/XXXX for {$41.00} 8. XX/XX/XXXX for {$47.00} 9. XX/XX/XXXX for {$35.00} 10. XX/XX/XXXX for {$130.00} 11. XX/XX/XXXX for {$36.00} I printed the submitted information and kept copies. 

I immediately received provisional funds for all of the money that I had just disputed. 

On XX/XX/XXXX, I noticed the credit of {$100.00} in my account. 

On XX/XX/XXXX, ALL of the provisional credits I had received on XX/XX/XXXX were reversed. 

On XX/XX/XXXX, I noticed this reversal and called my local PNC branch. The branch representative opened up the dispute to read the notes and was unable to understand what the notes meant, so she contacted whoever was in charge of disputes and stated that she would give me a call back. 

My local branch representative called later that day ( XX/XX/XXXX ) and said she spoke with whomever is part of the dispute process. She stated that the dispute team said that it had been OVER 60 days ( which is their policy ) and mentioned transactions dating back to XXXX with XXXX. I told the local branch representative that I was not disputing ALL of XXXX, because of course I shop there. Just those 11 disputes. She said she noticed that and asked that question and the dispute team stated that they did ALL OR NOTHING. That I would have to dispute ALL of the XXXX transactions or none of them. She said that they advised for me to call XXXX. The dispute team also told the local branch representative that the credit of {$100.00} was a courtesy credit not a refund. 

So, that same day ( XX/XX/XXXX ), I called XXXX. They were unable to tell me anything about the account who had registered my card on there account, but offered to 3-way call PNC to state that the 11 charges I was disputing were not associated with my account.

I then 3-way called the PNC local branch and spoke with the same branch representative. She stated that she had just talked to her branch manager, because she said that this situation did not make sense to her. She put me on hold and transferred me to the branch manager. At this point, it was a 3-way call with my local PNC branch and an XXXX representative. 
The PNC branch manager attempted to get more information about the other account ; however, XXXX stated that they could not access another customers account without certain information due to privacy reasons. They did ; however, confirm that those 11 charges were not associated with my account. Once it was back to just me speaking with the PNC local branch manager, she stated that she would file another dispute and include more detailed notes and Amazons information. She also advised that I get a credit card, so it would be easier to dispute a claim and it would not be dealing with my actual money. This was done on XX/XX/XXXX. 

On XX/XX/XXXX, I received at letter from PNC that was dated XX/XX/XXXX. They noted that I did not dispute the 11 transactions in a timely manner ( 60 days ) and that is the reason that they would not be refunding my money. 

I immediately called the XXXX number listed at the bottom. When the representative answered, I explained the situation ( all listed above ) and stated that my initial dispute was on XX/XX/XXXX and the EARLIEST dispute transaction was dated on XX/XX/XXXX and that this was STILL within a 60 day timeline. 

The representative had me on hold for about 5 minutes while she spoke with the dispute department. She came back on the line and stated that when I made the initial dispute, it was for XX/XX/XXXX and that is why is was out of 60 days. I told her that I NEVER disputed a transaction from XX/XX/XXXX and the earliest was XX/XX/XXXX. I also told her that I had my confirmation of submission of those disputes right in front of me and no where on that paper did it mention XX/XX/XXXX. She stated that I also did not receive a refund because I submitted OVER 50 transactions for dispute and that I can not re-dispute any of those same transactions. I told her that I ONLY disputed 11 transactions and it started with XX/XX/XXXX. We went back and forth several times. Ultmately, she was no help. I asked to speak with someone from the dispute department and she stated that they are not customer based. She offered to file another dispute, but said I would likely not receive a refund because I submitted over 50+ disputes ( escalated amounts is what she called it. ), apparently. I told her I dont know how they got over 50 disputes from the 11 that I ACTUALLY reported. Again, I mentioned over and over that I had my documentation right in front of me. She also never mentioned this " all or nothing '' wording that was described to me earlier. 

She offered to have a manager call, but stated that it would not resolve anything. She stated that he would just reiterate what she told me. I asked her, if someone stole my debit card, went to XXXX and bought a {$5000.00} TV and I tried to dispute that charge, I would not get money back because Ive shopped at XXXX before? This is basically what has happened. They have not offered ANY support. She stated a manager would call within 24-48 hours. 

I DO want to note that the local branch has been WONDERFUL. They have tried hard to figure out how to deal with this, but utilmately it is out of their hands. 

I then called Consumer Financial Protection Bureau and am filing a complaint. 

At this point, I do not feel comfortable with having my hard-earned money handled by PNC Bank. 

I know ~ {$500.00} does not seem like a lot, but my husband has XXXX XXXX and recently lost his job due to making too many mistakes. Hes XXXX and has been diagnosed with early XXXX along with his MS. We are having to figure out how to afford his new medication ( infusions ) which cost {$140000.00} EACH and hes getting 2 in the next three weeks. Every dollar counts for us at this time and this has been the most disheartening experience. We have already switched banks and have just left my checking and savings open with PNC to make sure we switch everything over and until this is all over. 

I have attached my copies of the 11 transactions that I actually disputed with the dates. This is why I am not sure how they are coming up with 50+. 
I blacked-out my name and account number because it is stated in the complaint instructions above to leave that information out. I can send papers without black-out if needed.

Company response to consumer: Closed with explanation