Consumer complaint received 2022-08-26
Company: PNC Bank N.A.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Charges began XX/XX/XXXX on my daughters debit/checking account. I am also named on the account as it was her student account. 
My husband received a notification about the overdrafts on XX/XX/XXXX. She had a {$5000.00} overdraft, supposedly because of a credit card my husband opened with her when she was in college. 
Called bank immediately. Account was frozen. Meeting set up at XXXX branch for XX/XX/XXXX. 
XX/XX/XXXX Disputes were filed at the XXXX branch on almost {$5000.00} worth of fraudulent charges. Was told it could take up to 90 days. 
XX/XX/XXXX or XX/XX/XXXX Met again at XXXX XXXX. {$140.00} was taken from my checking account to pay overdraft payment. It was reversed and {$4500.00} from the dispute provisional credits in my daughters Virtual Wallet account was used to pay down the overdraft account. 
XX/XX/XXXX - {$10.00} taken from my account for loan that was due to fraudulent charges. 
XX/XX/XXXX - {$10.00} taken from my account for loan that was due to fraudulent charges. 
XX/XX/XXXX - {$10.00} taken from my account for loan that was due to fraudulent charges. 
XX/XX/XXXX Talked to bank. They said disputes were completed. They could close the Virtual Wallet account. They credited the balance of {$89.00} to my account. I asked about the outstanding balance of {$330.00} on the overdraft account, because that was also due to fraud. The lady at the XXXX XXXX was going to investigate how to deal with it. She never called back. 
A few days later, account appeared back on my online banking, but was now listed as Standard Account with a {$3600.00} negative balance. Then daughter received letters saying that many of the disputes were denied. 
XX/XX/XXXX My husband received an email saying that the new standard account was 11 days overdrawn and to make a payment or bring the account up to above {$0.00}. 
Talked to numerous people. Finally was told XXXX was handling my case. I could not get through to her number. She had called me from an anonymous line and left a message. After a lot of back and forth phone tag, she said there was nothing she could do. XX/XX/XXXX She gave me the number for the fraud department. ( Our branch had given us a fraud number before, which turned out to be a number for opening a credit card ). After my husbands suggestion, she said she would have the fraud department call us. I also left a message on XX/XX/XXXX. 
XX/XX/XXXX Tried to call corporate. Talked to a manager who tried to help me and give me advice. Called 2 branch managers to try to set up another appointment. 
XX/XX/XXXX XXXX called from Retail Services. She tried to get through to the fraud department. She really cant do anything either. 
XX/XX/XXXX Stopped by PNC for a transaction. Talked to a senior banker about issue and how no one has been able to fix the issue after over 4 months and numerous filings, calls, meetings, etc. I told her I left a message for the branch manager on XX/XX/XXXX to schedule another meeting and had not received a call back. She said she had been out and had been very busy when she was there. 
XX/XX/XXXX Still no call from branch manager. Still not call from Fraud Department. Messages sent to them on XX/XX/XXXX from PNC and by me on XX/XX/XXXX.

Company response to consumer: Closed with monetary relief