Consumer complaint received 2022-07-18
Company: PNC Bank N.A.
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
Around XXXX on Saturday, XX/XX/XXXX, I went to open my XXXX XXXX XXXX app on my tv. It told me I needed to sign into the account. I didnt think much of it as I have had to log into my streaming tv apps many times. When the code wasnt received, a notification appeared on my phone that stated I needed to complete a 2-step verification and to call the number XXXX. When I called, a man with an XXXX accent answered and said his name was XXXX and said he was with XXXX. He stated that he needed to verify my account because my XXXX account had been compromised and that my banking institute was suspended. He then and had me download an app called, XXXX XXXX XXXX XXXX which allowed him access to my phone ( I didnt realize that at the time ). He then had me set up accounts with XXXX, XXXX, XXXX, XXXX and XXXX XXXX. When I asked him why this was necessary, he stated that he needed to do this because my banking institutions were suspended, and I needed to do this to complete the verification. When I was in each of these accounts, he would tell me to enter a verification code which ended up being a dollar amount. Then he would wait on his end until the verification code was accepted. He would walk me through every step of each process and sometimes he would fill in the information himself. I was on the phone with him for a total of XXXX hours. He was so quick in telling me what steps I needed to take. He sounded completely legit. There were other people in the background, so it did sound like a call center. When I started to get suspicious, I said to him I am not sending verification codes, I am sending cash to people at random email addresses. His response was that it wasnt random email addresses but account names to refund managers. He then said the money will go back to my XXXX account. I questioned why it wouldnt go back to my XXXX and PNC accounts and he told me that all of my financial institutions were linked to my XXXX XXXX Account. This has been a complete nightmare. He made XXXX transactions on my XXXX account ( {$290.00} and {$500.00} ) both of which are fraudulent and XXXX transaction on my PNC account ( {$990.00} ). 
I have had two accounts compromised, my XXXX Account and my PNC account. I have filed a police report with the XXXX XXXX Police Department. Police Report number XXXX. I have canceled both my XXXX account and my PNC account. I have preformed a factory reset on my phone and I have changed all my passwords and usernames on all of my accounts. 
When I realized that this was possibly fraudulent, I immediately contacted XXXX ( which wasnt easy finding a number ) and called them explaining the situation. I was told that XXXX would never do anything like that ( call a customer to verify their financial institution ) and that it was most likely fraudulent activity. I then contacted both financial institutions that were compromised and explained the situation. Both accounts were suspended for future activity. However, when I tried to stop the payment from PNC, in the amount of {$990.00}, I was told from PNC that the transaction was Pending and there was nothing that could be done until the payment posts. I am at a loss for words on that because a bank can stop a check from posting but they cant stop a transaction from processing. This could have been resolved right then. The following Monday ( XX/XX/XXXX ) I went to both financial institutions to close the accounts and reestablish new accounts. I was told by PNC ( XXXX XXXX, local representative at the Washington, Illinois branch, that the old account ( ending in XXXX ) had to remain open until this dispute was resolved. I provided the local representative the information on what happened, along with the police report number and a written letter documenting what happened. 
I never heard anymore from anyone at PNC regarding this matter. On Friday, XX/XX/XXXX, I received a letter from PNC stating that based upon our investigation, the transfer was valid and processed as instructed. As a result, your dispute is denied. I immediately emailed XXXX at the Washington, Illinois branch and explained the situation. She emailed me back with a phone number to call ( XXXX ) XXXX. On Tuesday, XX/XX/XXXX, I called that number ( XXXX ) XXXX. I spoke with XXXX at XXXX AM XXXX and explained the situation and he told me the reason the dispute was denied was because the XXXX address for which the transaction processed, came from my home. I stated that of course it would because it happened through my phone as I was trying to watch a movie. I asked him if he had any of the documentation that I sent to XXXX regarding this matter or was my account even documented that I tried to stop this from processing and that I talked to XXXX different people regarding this situation. He said he had no information regarding this situation. He then told me that there was nothing more he could do and that I needed to speak to XXXX at XXXX. I called that number and was on hold for one hour and XXXX minutes before XXXX answered. I explained the story to her and was told that she doesnt handle this, and I was misinformed on the number to call. She then transferred me to XXXX at XXXX where she reopened my case. 
Today ( XXXX ) I received a call from XXXX XXXX, Case Manager, Retail Support and I explained to her yet again what happened. She told me that because I agreed to only send money to people I knew, I most likely wouldnt get the money back. I argue this response because I was unaware of what was happening as the person had access to my phone and had completed some of this from his side. I was unaware of what the situation was until after the fact. I didnt even know what XXXX was until this dreadful day. I have done everything in my power to prevent this transaction from happening. Once it did post, I contacted PNC numerous times. I have been getting the runaround since day one. I dont understand how one financial institution can refund the money in 3 days and yet PNC has doubted my word that this fraud. I have lost XXXX work days trying to rectify this situation to no avail. Each time I call, or speak to someone, I must explain the story all over again. Its as if my account has no remarks of this situation. This money came from my joint account. Is it not insured? I dont understand why this is so difficult. 
She told me to contact yet another number XXXX and reference dispute # XXXX. I contacted that number at XXXX and left a detailed message on the voice mail. I am also sending this letter to XXXX in hopes that this dispute can be rectified. The original reference dispute # was XXXX.

Company response to consumer: Closed with monetary relief