Consumer complaint received 2020-07-14
Company: PNC Bank N.A.
State: MD
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 XX/XX/2020, I spoke to a PNC Bank representative, XXXX, about suspicious activity on a joint account held with my daughter. I disputed all activity on the account as fraudulent and requested that the account be frozen. On XX/XX/2020, I spoke to the same PNC Rep, and explained that my daughter had been a victim of fraud and was scammed into providing her banking information. The PNC Rep said we would be sent an " affidavit '' regarding the issue which we never received. Additionally we provided the name of the man who scammed my daughter, and his phone number, which XXXX said would be forwarded to investigators. I spoke to XXXX again on XX/XX/2020. This time I was able to provide the man 's XXXX Account information and the original text messages from the scammer. On XX/XX/XXXX, I received a letter stating our dispute was denied. I called the number on the letter and the call was re-routed numerous times. I eventually spoke to a man named " XXXX '' who would not give me his last name and said he was an investigator. He said there was nothing he could do and said I needed to speak to the " Escalation '' department again. I spoke to a woman named XXXX XXXX who said I could " re-dispute the disputes '' and that I should again speak to the fraud department. She gave me two numbers to call and said the first number was for the dispute department. The number she gave was XXXX XXXX XXXX XXXX. I asked her to repeat the number twice. The second number was for the fraud department. That number was XXXX. When I called the first number it was a non-working number. The number she gave was fake. I called again and spoke to XXXX XXXX in Escalation. She said the information given to me by XXXX XXXX was false, and said I could not re-dispute a dispute because there was no outside call center to this office. I once again reiterated to Ms. XXXX that my daughter had been scammed into giving out her banking information, and was a victim of fraud. She stated that I would need to wait to hear back from the bank about their decision by mail, and that there was nothing I could do but wait. I did receive two letters stating two disputes were accepted, but on XX/XX/XXXX, I filed a police report with the XXXX XXXX Police Department. I spoke to Sgt. XXXX, Badge # XXXX and explained what happened, including that both of the phony checks deposited into my daughter 's account were from XXXX XXXX and they were forged. The first check was for {$7200.00} and the second for {$7300.00}. The bank sent a copy of one of the checks to me. A case was opened under case # XXXX. I then contacted the Escalation Department at PNC again. This time I spoke to XXXX XXXX. I explained I was trying to wait on PNC to resolve the situation, but I felt it necessary to report the fraudulent activity including my daughter being scammed, the fraudulent use of her information, the depositing of two phony checks into her account to the police. I gave him ( Mr. XXXX ) the number for the case. At the end of XXXX, we received another letter from PNC Bank stating all of our remaining disputes were denied. Only two disputes were accepted. Shortly after receiving this letter I spoke to a woman named XXXX in the PNC Escalation office again. I asked her what our options were, if we could appeal, or what happens now. She could not answer any of my questions. I asked her if she could at the very least provide an address where I could send a complaint or a letter of appeal. She left the phone for a moment, then hung up. On XX/XX/XXXX, we filed an Identity Theft Report with the Federal Trade Commission. The reference # is XXXX. We then received a Standard Checking Statement for the period XXXX. This statement stated the account had been charged-off for the amount of XXXX. I then received another letter stating the account had been closed due to a negative balance of {$10000.00}. The letter said I needed to pay the outstanding balance due by sending a cashiers check. It gave a number to call XXXX. At the bottom of the letter it stated " normal collection activity, collection litigation and/or foreclosure activity may continue on your loan to the extent allowed by law while your request is being reviewed. '' This statement was perplexing since I did not take out a " loan '' and PNC was fully aware of the fraudulent activity. I called the number and spoke to a man named XXXX. I asked him what I could do and were there any alternatives and explained that I had wrote an extensive letter to PNC summarizing all that had happened and provided much detail about the events. He said I could " settle '' in the amount of {$2400.00}. He said I would need to make my first payment by XX/XX/XXXX, and that if I did not, they would forward the debt to a collection agency. He said I could pay any amount ( although the debt should be paid within 6 months ), but said I would NOT receive anything in writing regarding this settlement amount. I asked how would I know if the debt is resolved if I did not receive anything in writing? He said they do not provide written agreements. He said I could call his private line to make a payment XXXX XXXX XXXX, or go to the bank and they would call the office for me to make a payment. Since I have not received anything in writing regarding the settlement amount, and I do not owe PNC Bank anything, I have not made a payment.

In summary, 1. my daughter was scammed into giving out her banking information under the assumption she was being employed. 2. A man who's name, picture, and telephone number we provided to PNC deposited two phony checks into my daughter 's account and then made subsequent withdrawals ( XX/XX/2020 ). 3. AS SOON AS WE DISCOVERED THE FRAUD ( XX/XX/2020 ) We reported it to PNC. 4. We also filed a police report to the XXXX XXXX Police and filed an Identity Theft Report to the Federal Trade Commission. 5. To my knowledge ( and based on my last conversation with a PNC Representative who responded to my letter who stated, " it is not PNC 's responsibility to go after a scammer, they only deal with the account holder, '' ) PNC has NOT attempted to prosecute the scammer even though we provided his name, picture, phone number, and XXXX  Account. Additionally we were told the bank wrote this off as a business loss, yet they still expect payment. 6. Although the bank is clearly aware of the fraud, I am still expected to pay {$10000.00} and when I called the bank to discuss, 7. I was given a settlement amount by a man named XXXX of {$2400.00}, but was told I would not receive ANYTHING in writing in regard to this settlement amount. My complaint is due to the fact they are still expecting us to pay, although we are the victims of fraud. We do not believe we should have to pay anything, and that PNC BANK should pursue the perpetrator involved.

Company response to consumer: Closed with explanation