Consumer complaint received 2023-05-08
Company: PNC Bank N.A.
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
We were contacted through a group on XXXX called XXXX XXXX XXXXXXXX XXXX whom we are a member of, to take a look at another page XXXX XXXX XXXX for Adoption and Rehoming. We had posted we were interested in purchasing a XXXX XXXX and a member reached out saying that this breeder had available puppies and to take a look. We now believe this person, XXXX XXXX XXXX, was working with the impersonator to drive people to the group. We reached out to XXXX XXXX on XX/XX/XXXX about a dog named XXXX. These conversation are included In this letter. Based on the conversation we agreed to purchase the dog for {$800.00} dollars which included her husband driving the dog to our home from Ohio to NJ, which was about a 7 hour drive. We agreed this puppy would be given to us around XXXX on XX/XX/XXXX. The impersonator then asked us to complete the transaction through XXXX using the email address XXXX and to put the name XXXX XXXX which she would later state was her husbands account. We made the payment, but immediately saw that the name on the account was XXXX XXXX. We also received an email from PNC stating that XXXX would not receive the money until she set up her XXXX payment account and would have 14 days to do so. We became nervous about this issue and were even more worried when she immediately then requested we cancel that payment and resend it to the phone number XXXX. We explained we could not cancel it and I then reached out to the PNC customer service chat about this concern as I was worried I was being scammed. They advised me not to send another XXXX to that payment account and went over my dispute options once the payment posted. Upon checking, this number also showed XXXX XXXX on the account. After the initial payment was made we had no further contact with the impersonator until the next morning, when they tried to extort an additional {$300.00} dollars from us on the basis that it was important for the dogs health to stay with them until Thursday and have their last shots that would cost {$300.00}. I declined and explained that this was not the deal we had made and if they could not fulfil their end of the agreement I would like my money returned to me immediately. At this time, we became pretty sure this was a scam, but were optimistic. We were told the dog would be in our hands by XXXX XXXX. I asked for a picture to show when the dog left and they said they would do that. By XXXX XXXX  that day we had not received any contact from the impersonator and were alerted by one of the members of the group that she was, indeed, a scam artist. At that point I asked for my money back and they began writing gibberish back to me. At that point they blocked me and removed/blocked me from the group. On Monday, XX/XX/XXXX, I reached out to PNC Bank customer service via chat to ask about starting a dispute. The customer service rep took almost an hour to even start the dispute process. Once the dispute process began they asked me a series of questions about my dispute that had multiple choice answers. None of the answers applied to my situation and I explained that to the representative, but still had to choose. I picked unauthorized transaction because that was the only choice that remotely resembled my issue. They then asked me a serious of questions I could not answer as I was scammed and did not have people 's real names or contact information. I explained this to them and was told that they would process the dispute and I would be contacted from someone at PNC to discuss it further with information I could give them. On this same day, I mailed my dispute and all supporting documentation to PNC bank via XXXX trackable and signature required mail. I have the name of the PNC employee who signed for this letter, as well. I have proof of receipt that this document was not received at PNC bank until Friday afternoon, XX/XX/XXXX. A letter, dated XX/XX/XXXX, was received today ( XX/XX/XXXX ) that an investigation had been done and the dispute was denied on the fact that the transaction was valid. It is clear that neither the bank or the dispute department did any investigation or even looking at the detailed dispute letter with documentation I sent. I even wrote about the Electronic Funds Transfer Act, Regulation E and how it should protect me. Everything was ignored. PNC takes no responsibility even though you MUST go through XXXX on their app and they are co-owners of the application itself. XXXX has told me I can only dispute via PNC. I also filed a fraud report with the FTC.

Company response to consumer: Closed with explanation