Consumer complaint received 2023-02-10
Company: PNC Bank N.A.
State: PA
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:
On Thursday evening, XXXX, I was contacted by my daughter asking if i withdrew any money from their checking account at PNC bank in the amount of {$1500.00}. I did not withdrawal any funds and have not had access to their account in years ( i cut my card up and have never received another ). Note : The account was opened by my daughter many years ago ( XXXX? ) when getting ready to go off to college and i was listed on her account so i could assist her if she needed help with her banking while away at school. 

On Friday morning, XXXX I received a text from my daughter saying that her husband called the bank again and was told that I took the money out, he informed them that i did not and asked that I call the PNC XXXX XXXX. Which i did immediately! On that call i was transferred to XXXX different people, each XXXX had a different story, XXXX stated that i wrote a check ( i informed him that I don't have any and never did ); was transferred to a woman who then told me that she sees the transaction but needs to transfer me to her manager, i get to XXXX, the manager and he informs me that the reason the funds were withdrawn from my daughters account is because my son, who also had an account and my name was also on that account ( for same reason as my daughters ), was overdrawn by that amount and since my name was on both accounts they took it from my daughter 's account. XXXX then proceeded to tell me that it is their policy if they can not obtain funds from an account and the perons name is on another account they can take it from there. Well i am not the primary account holder on either of these accounts so i am not sure how that is even legal They took that money unknowingly by any of us from my daughter and her husband who have a baby on way in a few weeks and she will be out of work. 
Further, my son 's account was overdrawn by this money and was under investigation for a scam ( he has documentation to show proof of this ) I asked them to put the money back and that they were in process of investigation that dispute for what was done to my son and what right did they have to take any money until the investigation was complete. I was told by XXXX they can not put the money back at branch level as it was a corporate transaction and that i needed to speak with someone higher up. XXXX put in a claim for me and said they would call me within XXXX hours ( he said prob earlier since the seriousness of situation ). I received a call on XXXX from XXXX and told to call him back at XXXX, I called him back multiple times only to not receive a response for XXXX days until i called again on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) Finally on my call on XXXX at XXXX am i was able to get to a woman named XXXX who told me XXXX was busy and would call me back. We eventually spoke on Wednesday afternoon and I explained the whole situation to him regarding the fraud on my son ( they closed the dispute and the investigation was never fully conducted or completed ) I asked him again to return the money they took from my daughters account as they had nothing to do with any of this and that we would all work together to finish out the investigation on the fraud committed ( {$2000.00} ) on my son which resulted in the full {$2000.00} discrepancy. I was informed the dispute was closed... no formal investigation conducted, and they were now closing the new account opened and returning only half of the check he deposited later from his recent job as they were choosing to dissolve the banking relationship. So, in all now they removed initially all the money direct deposited from his employer ( $ XXXX ), then the {$1500.00} from my daughter 's account and now he had deposited a {$5000.00} check last week that he was told they were returning only half that money in cashier 's check and closing his new account! I appealed to him and asked him to stop talking about his policy and process and listen to what i was telling him and attach the human to the situation as this was not normal overdraw situation where my son overspent and needed continued investigation until fraud uncovered. i asked him how he would have handled this if i had just called and said i am reporting fraudulent activity and he told me the same way as they are?? He also shared that because my son used XXXX to send the money to the theif the app is for family transactions... they could not do anything. Also, these people scammed my son and he sent transactions through XXXX and apple pay. I asked him to go back and see what he can do given the situation and he promised to call me by EOB on XXXX with update ... .no call happened. I called again today XXXX and every time it rolls to a VM. this is horrible all around but mostly that they went and took money from my daughter and her husband because my name was on the account from years ago when my daughter opened it up. I need PNC to make good and put that money back in my daughters account, and then to continue looking into the fraudulent activity ( which they acknowledged ) on my son, and also to give my son back the money they took from him to cover the {$2000.00} fraud ( he is self-employed ) conducted on him!! I always recommended PNC i thought they were good for student and getting accounts set up but now i will do everything in my power that people know this is how they do business with long time customers and rather look at a small print policy than actual deal with a person and do the right thing. I am very upset and would like some resolution and restitution for both of my children.. I am attached a redacted document that shows the conversation and the scam conducted on my son that needs to be investigated fully!.

Company response to consumer: Closed with explanation