Consumer complaint received 2023-01-08
Company: FIRST NATIONAL BANK OF PENNSYLVANIA
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have been trying for over a year to get repaid for money withdrawn from my familys joint bank account without our knowledge or consent, based on a crudely altered stolen check. I understand that repayment is supposed to occur within about 90 days after notice to the bank. Here 's an account of the withdrawal and my efforts to retrieve the money. 

XX/XX/XXXX {$8000.00} is withdrawn from our account at First National Bank of Pennsylvania ( FNB ) XXXX XXXX MD Branch without our knowledge or consent. A photo of the check submitted for withdrawal shows crudely altered version of a {$30.00} check my wife sent in the U.S. mail. I notify my FNB Branch, XXXX XXXX XXXX Police ( Case XXXX ) and U.S. Postal Inspection Service ( XXXX XXXX ). 

XX/XX/XXXX I complete an FNB Affidavit of Forgery or Alteration. 

XX/XX/XXXX I get an unsigned letter from FNB saying they received my dispute claim, were working with the other Financial institution, and the process might take 90 days or more. 

XX/XX/XXXX XXXX days, no word from FNB . I call the Branch to ask about progress. The Manager says the FNB Fraud Division has transferred the case to XXXX XXXX, the bank that cashed the fraudulent check. 

XX/XX/XXXX I email the Manager copies of the Affidavit and check and ask for the mailing address of the FNB Fraud Department. She says the mailing address is not available ; I should contact FNB Customer Service. I send Customer Service a memo addressed to the FNB Fraud Division describing the event, asking whether FNB has a system to detect fraudulent checks, and asking whether they consider the check properly payable. I send a copy to the U.S Comptroller of the Currency. No reply from FNB. 

XX/XX/XXXX No word from FNB since XXXX. I call Customer Service to inquire about progress. I learn that my Dispute is # XXXX XXXX XXXX XXXX. I ask whos handling the case for FNB, am told that XXXX XXXX no last name ) is the Case Manager, that she apologizes for lack of contact, is contacting XXXX XXXX, and will get back to me. 

XX/XX/XXXX No word from XXXX. I call Customer Service. The Representative phones XXXX, who says XXXX XXXX is working on cases from XX/XX/XXXX. Since my affidavit was submitted in XX/XX/XXXX, I think they will soon process my case. 

XX/XX/XXXX No word from FNB. I meet the Branch Manager, bringing all the documentation Ive assembled. I ask her to urge the Case Manager to ensure XXXX XXXX has a copy of the fraudulent check. No confirmation of that. Later the Branch Manager calls to say XXXX XXXX is working on cases from XXXX, XXXX but the Affidavit I signed in XX/XX/XXXX is invalid : My wife should have signed it, as she signed the check that was stolen. Before this, I was never informed she should have signed it. My wife goes to the bank and signs the form ; it is re-submitted. Im concerned this miscue will send my case back to the end of the line at XXXX XXXX. 

XX/XX/XXXX XXXX email the Branch Manager asking her to contact the Case Officer and urge her to ask XXXX XXXX about progress. She says the FNB Fraud Division has not received any response to its previous inquiry, and theres no use sending another request. 

XX/XX/XXXX XXXX email Customer Service saying I plan to file a complaint with Comptroller against XXXX XXXX. I ask which of the six XXXX XXXX banks in Comptrollers list cashed the check. The Representative says hes unable to find which institutionthis check was processed at I should follow up with my FNB Branch or fraud investigations via the points of contact they provided to you However, I cant contact the Fraud Division directly. 

XX/XX/XXXX The Branch Manager emails me that the Case Manager says Sadly we do not the know the exact Wells it was negotiated at but if the customer filed a police report, then I would have the officer reach out to XXXX and subpoena for that kind of information Later the Manager writes me that XXXX says XXXX isnt accepting emails, they only accept letters through the U.S. Mail. I urge that XXXX send them a letter asking which bank cashed the check. The Manager replies, She said that she will do it today. 

XX/XX/XXXX I meet with an attorney ; describe the theft and my efforts to get restitution ; and say I plan to file a complaint with the Comptroller against XXXX XXXX. He says my complaint should be against First National Bank : They allowed money to be withdrawn from our account based on a fraudulent check, without our knowledge or consent.

Company response to consumer: Closed with monetary relief