Consumer complaint received 2020-07-17
Company: PNC Bank N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/20 I discovered fraudulent purchases on my bank account dated back to XX/XX/20. I noticed my balance in text alerts was getting low and logged on to see the actual balance, It was after customer service hours, so I froze the card to prevent further charges. I attempted to call a XXXX in XXXX, PA where it said the card was just, but the employee told me there are multiple XXXX gas stations in XXXX, and he didn't see any receipts with the last 4 of my card number. The following day XXXX called my bank at the local branch on XXXX  XXXX in XXXX, PA, and I was able to submit a dispute for the charges that were not pending. The bank issued the funds immediately as credits and credited in my account. I was instructed to include all charges I thought were fraudulent, even if I was not sure. The bank also refunded me for two overdraft charges that were charged that morning ( XX/XX/20 ). The woman also informed me I would need to call back to dispute the pending charges on my account. I was able to go down to the bank through the drive through ( COVID-19 restrictions ) to get a new card, which I did that day. I called back and disputed the pending charges once finalized on XX/XX/20 and informed her of one error of charges I included in the dispute. On XXXX, 6 I opened letters from PNC informing me the dispute was denied and they would reverse the credit on XX/XX/20. I called the bank that Monday, XX/XX/20 and they informed me there were no notes on the denial and I could refile the dispute. I refiled the dispute that date and was notified the following week it was again denied. I called the bank 11 times on XX/XX/20 and could not get through, so I went through the drive thru. The manager stated he would need to review and call me the following date. I received a call from him on XX/XX/20 stating they denied because of chip card purchases and said the file said I know the person who may have done this? This was all baffling information to me and he instructed me to call and talk to corporate for more information. I called corporate and filed a complaint for a worker to return my call within 48 hour to which they did on XX/XX/20 informing me they are denying the claim because my chip was inserted to make the purchases. I informed him that was impossible because I had the card in my possession the whole time and I had accidentally included a {$5.00} charge for a medicine I paid for over the phone, which registered as another state. I offered the bank information from my work showing hours I was clocked in at work and questioned how I could use my card in XXXX and XXXX oXXXX XXXX XXXX  at the same time. I asked for a report of the times of purchases so I could provide the verification of my location and was told they could not produce one. I requested to know how they conducted the investigation, because any camera would show it was not me on the footage. He would not provide an answer to that. I told him it could not be chip card purchases when I had accidentally included that {$5.00} which was a phone payment. He was rude and degrading and told me I should have never included charges I was unsure about and that there is little chance this would changed. He told me to call corporations like XXXX and XXXX XXXX headquarters and request their security footage. I do not believe a corporation is going to release a security camera footage to a random person calling and requesting. I was very upset and my sister called back PNC with me and I refiled a complaint for someone to return my call to try to figure out how to provide proof and get answers in addition to the information I need to have my funds returned. I never received a call back from PNC on my complaint. PNC has obviously not conducted a proper investigation and has refused me of financial documents used to make their determination. They all kept me in the dark thinking this was the only way, not providing a transparent answer and withholding information.

Company response to consumer: Closed with explanation