Consumer complaint received 2021-06-11
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:
( PLEASE DONOT BE OFFENDED. I AM NOT YELLING. I AM XXXX IMPAIRED AND I USE CAPITAL LETTERS AS AN AID IN COMMUNICATION ) ARE YOU FAMILIAR WITH THE XXXX PROCESS THAT IS USED TO SEND MONEY.? IT IS A HACKERS DREAM!!!!!! 

ON XXXX XXXX, MY PNC BANK ACCOUNT WAS HACKED. AFTER SEVERAL UNSUCCESSFUL ATTEMPTS TO DISPUTE THE FRAUDULENT CHARGE WITH PNC BANK AND RECOVER THE STOLEN FUNDS, YOU ARE MY HAIL MARY..I NEED YOUR HELP!!!!! 

ON XX/XX/21 I WAS TRYING TO CONTACT XXXX CUSTOMER SERVICE TO CLOSE AN ONLINE ACCT. THE AGENT / PEOPLE WHO ANSWERED HAD ME DOWNLOAD AN APP TO MY PHONE WHICH THEN GAVE THEM ACCESS TO MY SCREEN. THEY SAID THEY WERE GOING TO DO A TEST DEPOIT TO VERIFY ACCT XXXX .BUT THEY TOOK XXXX AND TRIED TO TAKE MORE ( THERE WERE SEVERAL OTHER ACCTS AND CCRD APP VISIBLE WITH OVER XXXX XXXX IN OTHER ACCTS THAT THEY COULD SEE ) MY OWN PERSONAL PREJUDICES AND MY PNC BANK TRAINING KICKED IN AND I REFUSED SAYING I HAD NO ACCESS AS THEY WERE NOT MY ACCTS I USED ANOTHER PHONE TO GET PNC CALL CENTER ON THE LINE AND THE REPRESENTATIVE ( XXXX ? IN FLORIDA ) LISTENED AS HE TRIED TO MAKE ME ACCESS OTHER ACCTS WITH XXXX XXXX BALANCES AND I KEPT TELLING HIM I HAD NO ACCESS. THE PNC EMPLOYEE LISTENED TO HIM TELL ME INSTRUCTIONS, HE WAS YELLING AND THEN SHE TOLD ME TO DISCONNECT THE CALL. SHE THEM TRANSFERRED ME TO SECURITY XXXX XXXX, LOCATED IN MICHIGAN ) IN FRAUD DEPT WHO TOOK INFO AND TOLD ME TO FILE A PILICE REPORT. I CALLED XXXX XXXX POLICE AND OFFICER XXXX TOO THE REPORT ( ATTACHED ) HE CALLED THE NUMBER ALSO THEN THE NIGHTMARE REALLY STARTED MY DISPUTE WAS DENIED, AGAIN AND AGAIN. ( 4 TIMES ) EVEN THOUGH I HAD SCREENSHOTS OF THE THINGS THEY DID, A POLICE REPORT, PNC NEVER ASKED FOR ANYTHING TO SUBSTANTIATE MY CLAIM. ( REG E AND REG Z REQUIRE DOCUMENTED PROOF ) I KEPT GETTING FORM LETTER DENIALS. I WENT BRANCH AND A BANKER HELPED ME CHANGE SOME INFO ON MY ACCT PASSWORDS ETC. SHE THEN ESCALATED MY DISPUTE, AGAIN. 
BUT THE STRAW THAT BROKE THE CAMELS BACK WAS YESTERDAY XXXX EXACTLY 5 MONTHS LATER WHEN AFTER SEVERAL DAYS I GOT A CALL FROM SOMEONE IN PNC EXECUTIVE CLIENT RELATIONS. IT WAS A NIGHTMARE AND SHE LITERALLY ACCUSED ME OF LYING AND SAID THEY HAD PROOF I MADE THE TRANSACTION.!!!!!!! AND I SHOULD HAVE THE POLICE SUBPOENA THEIR PROOF!!!!! I WAS DEVASTATED. AS A FORMER EMPLOYEE WHO WORKED WHEN THE BACK BONE OF THEIR CALL CENTERS WAS BORN AND AS A FORMER STOCXXXX HOLDER I WAS VERY DISAPPOINTED. THEY WERE # 12 WHEN I WAS THERE AND NOW AT # 5? THEIR SERVICE AND CUSTOMER CARE HAS GREATLY DIMINISHED. THE IVR IS NEVER WORKING, THE BRANCHES NEVER ANSWER WHEN YOU CALL AND ONCE WHEN I ASKED WHAT EVER HAPPENED TO 24 HR SERVICE ( THAT I WORKED ) AN IMPUDENT REP SAID PNC NEVER HAD 24HR SERVICE AND WHEN I SAID THEY DID HE ARGUED THAT I DID NOT KNOW WHAT I WAS TALKING ABOUT. PERHAPS I SHOULD HAVE JUST CLOSED THE ACCTS BUT I HAVE BANKED WITH PNC SINCE I WAS 18 AND THE ACCT I DID CLOSE ( HACKED ) ON XXXX I HAD USED FOR OVER 20 YRS. 

AND SO HERE I AM ASKING FOR YOUR HELP? 
I HAVE BEEN TOLD THAT XXXX IS OWNED BY THE BIG BANKS AND IS NOT COVERED UNDER FEDERAL REGULATIONS SUCH AS REG. E OR Z. FOR ELECTRONIC TRANSFERS. WHEN I CALLED XXXX THEY SAID THEY COULD NOT HELP I HAD TO FILE THE DISPUTE WITH MY BANK. I was TOLD THAT I MIGHT BE ABLE TO DO A CHARGEBACK BUT PNC REPS REFUSED WITHOUT REASO AND THE TRUTH IS I DO NOT THINK THEY KNEW HOW. 
I NOTIFIED XXXX, AND XXXX ( THEY USED AN APP ), AND THE DEVELOPER OF THE APP. ALL TO NO AVAIL NO HELP HAS BEEN FORTH COMING. SO NOW I AM ASKING YOU IS THERE ANYTHING I CAN DO TO GARNER YOUR HELP. I READ ON LINE OF ANOTHER CASE IN XXXX WITH XXXX XXXX THAT WAS RESOLVED AFTER A XXXX AFFILIATE GOT INVOLVED. MY CASE IS SMALL BUT THE BANKS SHOULD PROVIDE PROTECTIONS UNDER FDIC REGULATIONS. 

I CONTACTED ALL OF THE FOLLOWING AND EACH GAVE NOTHING BUT LIP SERVICE. SOME REPS DID NOT EVEN FAIN EMPATHY!!! 

1.PNC BANK.. CALL CENTER, FRAUD DEPT AND BRANCH 2. XXXX 3. XXXX 4. XXXX 5. XXXX XXXX

Company response to consumer: Closed with explanation