Consumer complaint received 2023-10-17
Company: PNC Bank N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
PNC bank sent me an alert message stating that there were suspicious transactions in my account on XX/XX/XXXX at XXXXXXXX XXXX. At XXXX XXXX XXXX XXXX I immediately called XXXX from my former phone number XXXX to report that I never authorized and made those changes. The banker who answered the line followed the requirements to identify me and she asked me the security questions. She also asked if I authorized those transactions. She asked me to log in to my online account, I tried but the credentials did not go through. While talking to her she stated : " They are doing big transactions now, this is serious hold on please '' and my nightmare started here because she never got back to me. This individual left me on the phone on hold forever. While waiting on the phone for her to get back to me PNC Bank called me and left a voice message. At that moment I was very nervous and disturbed and I was even afraid to answer the phone thinking the scammers were calling to obtain more info. I decided to make a second phone call to the Fraud Department on my other device from my work XXXX, while still waiting for the first lady who never returned to me. At XXXXXXXX XXXX. I called XXXX. The banker started to ask questions and I told her that this was an emergency situation because someone accessed my account without my authorization. I was very disturbed and told her to hurry up. This other individual put me on hold again and never got back to me. I was waiting on both devices for someone to get back and it never happened. Then I decided to go to the branch which was close by from where I was. When I arrived there I showed the banker that they put me on hold and that I was calling because of the message alert, and so far no one had done anything. The worker from PNC was very diligent and helpful. However ; it was very late because the scammers took {$9000.00} from my account ending in XXXX. The scammers initially transferred {$10000.00} and {$12000.00} from my savings account ending in XXXX, to the spending account ending in XXXX. The branch apparently put my accounts on hold because they opened an investigation. Also, they opened a new account with the remaining balance ( {>= $1,000,000} and {$530.00} ) They said that I could not have access to the online banking services because of the hold and that I needed to come back the next day to transfer my payroll balance to the new account and reactivate the online banking services. They gave me a new debit card which I could not use due to the hold. The next day in the afternoon I came back to the branch XX/XX/XXXX. They transferred my payroll credit ( {$2500.00} ) to the new account ending in XXXX. When I checked the balance from the receipts they gave me when they opened the new accounts, the money was less. What a surprise I found that the scammers took another {$4000.00} from the new account ending in XXXX. After all of this bad practice and outrageous customer service, I decided to close my accounts and take with me the remaining balance. They cut out 2 checks for {$500.00} and {$11000.00}. Now PNC owes me {$13000.00} and I am expecting to receive the money-back ASAP. I reported everything to the Fraud Dpt on Sat XX/XX/XXXX over the phone the case # is XXXX. Today XX/XX/XXXX I went back to the branch and they indicated that they document a complaint and also asked me to sign the two attachments for {$2000.00} each. I also reported this incident to the police since my personal identity was compromised the Officer is XXXX XXXX, XXXX XXXX XXXX XXXX Police. Please follow through on this incident and help me to recover my money, since the way PNC Bank handled customer service and the safety of my savings.

Company response to consumer: Closed with monetary relief