Consumer complaint received 2022-10-09
Company: PNC Bank N.A.
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On approximately XX/XX/22 my sons ( joint parent account ) PNC checking account was hacked through his mobile app. We were made aware by an email from PNC stating that a check from a police department in Illinois ( a state that we are not located in ) was deposited for {$4500.00} and was declined as fraud. As soon as the bank opened, we called customer service. In a few short hours, 3 XXXX transfers and 2 XXXX transfers had been made. My son has never used either of these services. The XXXX transfers were each for {$1000.00} and the XXXX {$600.00} ( approx ). The names of the individuals that received and accepted the XXXX transfers are highly uncharacteristic of names of individuals that my son is familiar with. Moneys transferred in and out of the account within that time frame are also not within character of the account historically. 

His account was frozen, but unbeknownst to us, a bot had been placed on his phone, making his newly issued account susceptible. Customer service placed a fraud alert on all 5 transactions. By that afternoon, we physically met with a pnc branch representative who stated that the fraud alerts were done incorrectly and proceeded to correct them. My son went to XXXX and had his phone erased immediately. 

Within 10 days, we were notified by PNC that the fraud XXXX cases were denied. I then spent over XXXX hours in one day being bounced between customer service and the fraud department. All 5representatives that I spoke with were not authorized to disclose why the fraud was denied. 

I went to the local police department and I file a fraud case. I also spoke with another customer service representative and her manager who placed another fraud dispute on the 3 XXXX transactions. Also, included was the police report number. XXXX continues to be in a dispute holding pattern. 

Again, PNC has denied the dispute as valid and then proceeded to withdraw all money in my sons newly issued account and the rest from my savings account. This now leaves my son penniless at college, 5 hours from home! In all, PNC has now taken over {$3000.00} dollars from our accounts. The majority of these dollars represent my sons graduation money and the few dollars of hard earned pay from XXXX XXXX. 

Again, I have filed another dispute for these 3 {$1000.00} XXXX fraudulent transfers this time with a representative located at a busier PNC branch. This representative was dumbfounded by the fraud denials stating to me that this is a classic case. 

At this point, I have now idea where else to turn. PNC refuses to give out contact information ( phone or email ) to their Fraud Department. A lawyer would mostly likely cost me the same amount, if not more, than what we have already lost. But, what infuriates me, is this is my sons college money. This is what he is to use for books, food, travel, etc. This is gifted money and earned money with a specific intention. PNC had not once reached out ( except via mail ) and one phone call that I demanded. Please help me find a positive resolution.

Company response to consumer: Closed with explanation