Consumer complaint received 2021-08-27
Company: PNC Bank N.A.
State: FL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/2021, I received an automated email from PNC bank that a new product that had never been utilized before on this account had been opened and that If you did not request this service, please contact as soon as possible. Upon checking the account online, I discovered that there were 4 pending XXXX transfers totaling {$1000.00} to people that were unknow to myself or my son ( XXXX XXXX ) as we are both signers on this account. Upon inquiring with my son, who was traveling in an airport that day, he informed he did not sign up for the XXXX product and had not initiated any transactions to these unknow fraudsters. I immediately called PNC bank an informed them that we had not signed up for XXXX and the transactions, which were displayed as pending online were fraudulent and to not let the transactions complete. The representative from PNC said there was nothing they could do on their end and provided me with a phone number to XXXX. Upon calling the number to XXXX on at least 10 times, the phone would be picked up and then hung up by someone on the other end. 
Without any success for the repeated contacts with XXXX, I drove to my local PNC bank branch in XXXX, FL located at XXXX XXXX Federal Hwy, XXXX, FL. At approximately XXXX I was able to speak with a branch representative in person and she told me that there were no appointments available for the rest of the day and that there was nothing she could do to help. She suggested calling the customer service number that I had earlier called and I would get better service through that channel regarding the fraud that was occurring on my account. 
Without any success to my repeated attempts to halt the ongoing fraud, I called customer service the following day on XX/XX/2021 to imitate a dispute regarding the 4 transactions which now had been fully processed. Eventually I received a letter dated XX/XX/2021 from PNC that my dispute had been resolved and that the 4 transactions on my account were valid and the dispute had been denied. It should be noted that the letter was well beyond the 10-day threshold as dictated by Regulation E. Additionally, the letter indicates that You have the right to request the documentation we relied on in making our decision. Accordingly, I repeatedly requested the documentation that PNC Bank relied upon in denying the fraud claim. 
On XX/XX/2021, I received a call from PNC employee XXXX XXXX, and was informed by her that the fraud claim had been denied was final and that there was no information available to be provided or would not be provided with obtaining a subpoena. She indicated that the fraud notes didnt make sense and that the notes indicated the transactions were made on the same IP address. This only appears to further support the fraud claim if the account had been hacked. 
On XX/XX/2021 I made an appointment to meet XXXX at the PNC Bank branch located in XXXX XXXX, FL to discuss any further actions that could be taken to favorably resolve the fraud on the account. She reviewed the account and the fraud notes and also indicated that the notes were not clear as to why the claim would have been denied. She promised to get back with me, yet I have not received any response. 
In conclusion, PNC failed to maintain proper controls by allowing a fraudster to open up a new product on my account and within minutes send out 4 transactions totaling {$1000.00} ( which is the daily maximum allowed ). After several attempts on my behalf to stop or minimize the transactions, PNC Bank systematically provided ongoing poor customer service to continue to deny a legitimate fraud claim. Additionally, the bank repeatedly violated Regulation E by not provided timely notice of the fraud decision as well as denying access to the documents used in making their incorrect decision. As a customer of PNC Bank for over 15-years, this level of negligence on the banks behalf is unimaginable and the countless hours I have spent attempting to work with the bank have gone hopeless. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation