Consumer complaint received 2018-07-07
Company: PNC Bank N.A.
State: GA
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:
I had my identity stolen by a former roommate. At the time, I was unaware of her financial issues. At the time she was running the risk of becoming evicted, along with being behind in other bills. My girlfriend came out of town from NY to visit for the weekend and when we returned to the apartment on the morning of XX/XX/XXXX, my wallet had been stolen and she was behaving very manic and irate, with no clear understanding why. I later found out that she was under the influence. My roommate became violent, physically assaulting me and threatening my girlfriend. The police came and had me take a bag and leave for the weekend to allow things to cool down. When we returned, all of my personal belongings had been stolen or damaged. Wallets, money, belongings, internet modems, personal documents, all gone. Social services also became involved. The police did inform me that my roommate 's boyfriend was a known drug dealer and thief and may have played a part in her stealing my information. Since then, I have been working with the detectives of XXXX PD on the investigation. They are now ready to move forward and press charges on my roommate for identity theft. 

I made several reports to PNC Bank in regards to the identity theft. As of today, XX/XX/XXXX, I had made 4 attempts to have the fees disputed with PNC as of XX/XX/XXXX. The first representative that I spoke to disputed all of the fees and I was provisionally credited for a few, but there were over {$500.00} worth of fees at the time that could not be provisionally credited. After 10 days, I followed up with PNC. On this attempt, I was informed that the first representative had not disputed all of my fees, only a few, leaving over {$600.00} unaccounted for. I again, went through the process and was told to wait 10 days. On my 3rd attempt, I finally reached XXXX XXXX, a manager in the Escalations department. She informed me that between the XXXX fraud and previous incidents ( that I'm just recently through this investigation finding are from XXXX and others ), there is over {$2800.00} worth that has been removed from my account that PNC could not handle in dispute, however, I was never notified. I provided the police report numbers to XXXX ( now for the 3rd time giving it to PNC ) in hopes that this would help speed up the process. XXXX XXXX can not move forward as needed without the letter from PNC refunding the funds, and I did explain this to XXXX. Again, she went through and disputed the fees and informed me that by Friday ( XX/XX/XXXX ), she would be in contact with me in regards to how PNC can resolve this matter. I was told that if PNC is not refunded the money then it can not be resolved, fraudulent or not. She also informed me that maybe I should try to " contact the merchants '', but that it impossible, being that PNC never told me the total amount until now. I made several attempts to follow up with XXXX leading up to Friday and even emailed her documentation from the FTC that goes along with my identity fraud. I still have not received a response from XXXX after a week. I contacted PNC again on Friday ( XX/XX/XXXX ) and spoke to someone in the Escalations department. He informed me that any money that had been provisionally credited, PNC 's investigations shows that it was indeed fraudulent and that the money would not be reversed, but that the {$2800.00} was still up in the air. Today, ( XX/XX/XXXX ), I received an email from PNC stating that I only had {$3.00} remaining in my account. {$150.00} of the provisional credit that I was first given in XXXX that the day prior I was just told would remain had been removed, emptying my account. Again, I had no warning or notification of this. When I called PNC in regards to this, no one could help and the representative refused to allow me to speak to upper management. Each time that I speak with PNC I'm given the run around and no one has direct answers. Every time I'm told that the issue will be resolved, they take more money without explanation. This process is holding up my legal dispute as well as causing hardships on myself and my family. All that I ask is that PNC returns the {$2800.00} in question, in addition to the {$150.00} removed.

Company response to consumer: Closed with explanation