Consumer complaint received 2023-05-15
Company: PNC Bank N.A.
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/2023 at approxiamately XXXX my laptop was held hostage. A message popped up indicating access to my PC was blocked for security reasons and instructed me to contact XXXX XXXX. I did not call the number on the screen but XXXX  XXXX XXXX. The number on the search was different than the number on the screen so I called that number. The person who answered explained that I was being hacked and he could assist. 

He instructed me to download an app XXXX XXXX  which allowed him to see my phone screen, then led me through a series of instructions in a very quick and demanding manner and showed me I had set up notifications with XXXX to indicate when security was breached. Also, took me to XXXX which showed someone was trying to purchase {$4000.00} worth of products on the website. He said we needed to take action quickly to shut down/reset various cash apps. He led me through a process involving XXXX, XXXX and XXXX to transfer money to friends which would be returned to me and reset the apps. As a result of this my checking account was drained of {$2200.00} to XXXX and {$1000.00} to XXXX. I knew the person involved in the XXXX transaction but not the person involved with the XXXX transaction. 

When I asked for the refund to process back the guy said it would process Monday and refused to let me speak with a supervisor. That is when I realized I had just been scammed and frauded. 

I contacted the real XXXX XXXX, which I learned is actually called XXXX XXXX. XXXX XXXX stated it was fraud when I explained what happened and referred me to the bank. I immediately went to PNC Bank XXXX XXXX XXXX and closed and suspended my bank account that I had had for over 35 years. I opened new accounts then began the process of disputing the transactions with the bank, XXXX and XXXX. 

XXXX required a police report which was filed with the XXXX Police Department, report # XXXX. XXXX eventually reversed the charge of over {$5000.00} that was attempted on my account. XXXX would not resolve directly with me as it was disputed through the bank. The bank gave a provisional credit of the {$2200.00} while XXXX was being disputed. They did not credit the XXXX amount of {$1000.00}. 

XXXX apparently paid the bank as it was an obvious case of fraud so the {$2200.00} was permanently restored. However, PNC has refused to acknowledge the fraud on the XXXX transaction through numerous dispute escalations and will not reinstate the XXXX XXXX.The bank said I willingly participated in the transfer. What choice did I have when someone tells me my checking account is under fire and all the money is being drained? I had no time to think. Exactly the fraudsters intent. 

I had never used XXXX prior to the XXXX and was not in the habit of transferring large amounts of funds with either XXXX or XXXX. In an interesting twist the bank froze my new accounts in XXXX over a transaction amount of {$140.00} taking place via XXXX XXXX. I found out about the freeze when my credit card was declined during an in-person transaction. The bank stated that XXXX XXXX was involved in a lot of fraud. Interesting that my account is frozen over {$140.00} via a 3rd party cash app but not on {$1000.00} and more on the previous transactions. 

This was a situation of ransomware, psychological manipulation, ransomware, and elder abuse among other things. PNC Bank is setting up their clients for this to continually occur as there is no protection or recourse offered to customers.

Company response to consumer: Closed with explanation