Consumer complaint received 2022-08-10
Company: PNC Bank N.A.
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I found out that my XXXX who was working on my ( vacant ) home was likely making fraudulent purchases on my PNC XXXX XXXX credit card. After finding this information out, I immediately called PNC and had the transactions from XX/XX/XXXX and beyond flagged for review. 

I found this information out about him likely making fraudulent purchases because my partner XXXX had also hired the same XXXX we found out he had been making fraudulent purchases on XXXX credit card, but he made them within a very short timespan so it was much more obvious. After explaining this to PNC, I felt that the first employee from the fraud department treated me differently for my XXXX orientation. 

After that conversation, I talked with several other agents from PNC, until receiving a call on XX/XX/XXXX stating that my claims were being denied because I had admitted to allowing the XXXX to use the card a handful of times, that the transactional fraud is denied with PNC. The entire time speaking with PNC I felt that they were almost defending him, rather than protecting me as a consumer and their customer. I did allow the XXXX to make a handful of purchases on the card, but he was instructed to put the card back in a specific spot in the home ( where my office things were ) and he did do that. However, I feel that he must have continuously stole the card out of my home to make large purchases for himself. By searching the receipts for the several hardware stores via the card number, I found transactions for household items, materials completely unrelated to my house, laundry detergent, and extremely expensive tools including multiple shop vacs, an {$800.00} paint sprayer, multiple large tool sets, etc. 

These transactions are obviously not authorized by me. At no point did PNC ask for any receipts, nor do I feel they did any due diligence to find any information on who actually made these purchases at the store via security cameras or other methods. They did not ask for a police report, and they did not ask for any additional information related to gathering evidence for the claims. 

They claimed because I had let him use the card a small number of times, that they are denying the claim holistically. I just thought to myself if I went to XXXX XXXX XXXX XXXX  and authorized them to take {$50.00} out of my account for candles, would that give them the right to take thousands of dollars out of my credit card just for authorizing that one transaction? 

I feel that PNC did not do any sort of further investigation into the large amount of fraudulent transactions on my card. While the transactions were spread apart over 6 months, as a consumer I felt that they did not protect me whatsoever in what has been one of the scariest and most violating moments of my life. This XXXX was very knowledgeable in this type of theft to make it go under the radar and pass as a more inconspicuous situation. After researching, I found he has multiple theft charges and have found a recent social media post from another customer of his claiming he took their deposit ( thousands of dollars ) and refused to do the work. 

Overall, I feel that PNC did not complete any due diligence whatsoever in this extremely severe matter of theft, and as a consumer I feel that they are not complying with lending laws designed to protect consumers from this type of fraud and ensure lenders and creditors are protecting their customers. Thank you for your help.

Company response to consumer: Closed with explanation