Consumer complaint received 2022-02-23
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 or about XX/XX/XXXX I received an email from PNC Bank stating that my account went into overdraft - {$5500.00}. Confused, I then realized that that my debit card was stolen. The first thing I did was check my online account and seen that I had a negative balance in my account of - {$5500.00} and transactions on it that I did not make. I contacted PNC customer service and made a report that my card was stolen and that there was fraud in my account transactions. They told me that a fraud specialist would be in contact with me however no one ever called me. By XX/XX/XXXX I still did not speak to anyone so I called PNC customer service back and they transferred me to a fraud specialist after three attempts, name unknown, who stated that my account would go under investigation and that they would keep in contact, however they did not. 

On or about XX/XX/XXXX, I filed a dispute with XXXX XXXX because I see multiple fraudulent charges from my account to a XXXX XXXX not authorized by me. While the charges were not from my XXXX XXXX account that I use, the funds clearly came out of my bank account. XXXX XXXX made a determination that the transactions in question were from a known device and that the device had accessed the XXXX XXXX account prior to this event, that the transactions were authorized and therefore denied my claim. This dispute was reopened XX/XX/XXXX. All XXXXXXXX XXXX could tell me was that the funds went to XXXX XXXX XXXX XXXX and to dispute it with my bank. To reiterate, I did not authorize any of those transactions nor did they come from my XXXX XXXX account. 

In or around XX/XX/XXXX, I received a substitute check in a PNC envelope via mail which was made out to my name from a XXXX XXXX with a signature on the back of my name, which was not signed by me. I am unfamiliar with these processes and did not know what it was for or from. I initially thought perhaps the XXXX XXXX was the specialist working on my case from PNC and maybe she issued a check to return funds to my account however, as I still had not heard from anyone at this point, I did nothing with the check for the time being. A few weeks later I received a notice in the mail from PNC that my bank account was being closed due to a negative balance of - {$5500.00} and that this amount was being sent to collections. Again, no one has reached out to me with a status or disposition on my investigation in which I was under the assumption was still being investigated. 

Confused, on XX/XX/XXXX, I went to a PNC branch located on XXXX XXXX seeking answers. After sitting down with a member specialist, I received a print out from my closed account and was able to view the transactions in more detail. I learned that the forementioned check was not issued from PNC. This fraudulent check was made out to my name in the amount of {$9100.00} on XX/XX/XXXX, with a signature on the back that was not mine and the person attempted to deposit this check into a PNC ATM in XXXX XXXX, PA. This check was return as it was fictitious and that is why I received a copy of the check, substitute check in the mail. The person then proceeded back to the PNC the next day XXXX, XXXX, XXXX to withdraw {$500.00} which initially put my account in a - {$500.00}. There then proceeded to be ten ( 10 ) {$500.00} transaction attempts with my debit card all on XX/XX/XXXX which was rejected-hard hold by PNC. Not once did PNC alert me of this fraudulent activity or hard holds on my account. On this same day, the person proceeded to make transactions via XXXX XXXX which somehow all were successful putting my account further in the negatives. A total of ten ( 10 ) charges were made from my account to XXXX XXXX, each in {$500.00} increments all made on XX/XX/XXXX. Again, not once during this period did PNC bank contact me or alert me of suspicious activity on my account. I still am unclear how the perpetrator was able to successfully make the transactions from my account if I did not have the funds. Nevertheless, the PNC member specialist was unable to help me or inform me of the disposition of the investigation. All the member specialist stated was that the investigation was closed due to fraud activity and that she could not give me any more information and suggested I contact customer service via phone. 

After countless calls to PNC between XX/XX/XXXX and XX/XX/XXXX and constantly being transferred from person to person, on XX/XX/XXXX I finally reached a member representative via phone by the name XXXX who informed me that my dispute with PNC was denied and that the investigation was closed on XX/XX/XXXX. I discussed with XXXX my frustration and confusion as I have been left in the dark throughout this entire process. XXXX stated that she was escalating my case to a supervisor who would get back to me in 24-48 hours as not even she could give me answers. 

To date, I still have not been given answers. I have not even received a disposition on my case in detail, no paperwork regarding my investigation request or more importantly, no answers as to what occurred on my account during this period. I am a victim of fraud but instead of PNC keeping me informed throughout the process, they have left me in the dark, distressed and now petrified that an outstanding balance that I did not incur was sent to collections. Throughout this process, I have been getting the run around. I do not understand, if the perpetrator made the deposit and was able to make a withdraw at a PNC bank ATM, as an investigator, why wasnt the security footage reviewed at that location? If someone falsely signed my name on the back of a check, why wasnt the handwriting examined against prior documents/checks I have signed. If transactions were made via XXXX XXXX, why was the IP address from that account examined? And lastly, if I reported the fraud and it was under investigation, why did this fraudulent balance proceed to collections? It is evident that my rights have been violated and my complaint was not thoroughly investigated. 



Timeline of Events : XX/XX/XXXX -I seen an email that my account went in overdraft. I then realized by debit card was stolen. I checked my online account and it showed my account in - {$5500.00} ( overdraft ). I contacted PNC customer service to report my card stolen and the fraudulent activity on my account. I was told that that someone one be giving me a call however, no one ever called me. 

XX/XX/XXXX -I contacted PNC Customer Service again and was then transferred to a fraud specialist who stated my account would be under investigation and that she would be in contact, however, no one was ever in contact with me XX/XX/XXXX - dispute filed with XXXX XXXX  Around XX/XX/XXXX, I received a substitute check in a PNC envelope via mail which was made out to my name from a XXXX XXXX with a signature on the back of my name, which was not signed by me for {$9100.00} XX/XX/XXXX went to PNC BankXXXX XXXX XXXX location and met with a member representative who was only able to tell me the investigation was closed due to fraud activity and suggested I contact PNC customer service via phone. She also provided me with a printout of the account activity during this period. Upon reviewing the activity, the following was discovered : 12/9/21-fradulent check made out to my name from a XXXX XXXX with a signature of the back with my name but not signed by me. This check was deposited into PNC bank ATM at XXXX XXXX XXXX This check was rejected and returned XXXX {$500.00} was withdrawn from my PNC account at the PNC Bank ATM in XXXX XXXX putting my account in a - {$500.00} XXXX ( 10 ) transaction attempts made, each in {$500.00} increments with my debit card all on XX/XX/XXXX which was rejected-hard hold by PNC, unknown location XXXX ( 10 ) charges were made from my account to an unknown XXXX XXXX, each in {$500.00} increments all made on XX/XX/XXXX, successful. 

XXXX tried reaching PNC Customer Service fraud specialist department but was told the department was closed and to contact the Charge of Accounts department on Monday XX/XX/XXXX XXXX tried reaching Charge of Accounts department but it was closed due to holiday The following occurred on XX/XX/XXXX : Contacted Charge of Accounts department and was told it was not the place I should be contacting, transferred me back to customer service. Customer service transferred me to an unknown department who after about 45 minutes of being on hold, it got disconnected again Contacted PNC Customer Service again, Representative stated there was not a name for the investigator who was on my case but gave me the phone number to reach them at XXXX XXXX answered this number after several attempts Contacted PNC Customer Service again , spoke with Representative XXXX regarding this case. She stated my investigation was closed on XX/XX/XXXX and that there was not much she could tell me but that she would escalate my case to supervisor who would contact me in 24-48 hours. She also stated if I did not hear from anyone by Thursday to call back to contact them back

Company response to consumer: Closed with explanation