Consumer complaint received 2021-10-01
Company: PNC Bank N.A.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
SUMMARY : There have been multiple unauthorized changes to my account that occurred internally to the PNC system. PNC has not been transparent in the handling of this security breach on my account. 

FULL DETAILS : XXXX XXXX : I reviewed my account statement and noticed the address on the document was a completely different address based in Colorado. I nor the authorized user on the account have or had any association with this address whatsoever ( which is on the other side of the country ) Upon review of old account statements, it appears the address was changed in XXXX or XX/XX/XXXX. In statements prior to the XX/XX/XXXX to XX/XX/XXXX statement, the address was correct. 

I never authorized this change and I was never notified of this change in address. 

I raised the issue with Online Support immediately and changed my password as a precaution ( even though the password is not shared with other accounts ). The specialist indicated there was no record of the address being changed in their internal system. She did the following : ( 1 ) corrected the account address and ( 2 ) escalated the issue to the PNC security team for review. She also said I should be receiving a letter in the mail confirming the change in address. 

XX/XX/XXXX : I received a call from Retail Support, I described my issue and they then sent to the security team for review. 

Week of XX/XX/XXXX : Security team called me and told me the security issue has been resolved and no further details can be provided. 
I asked how the change happened and what else has been compromised ( account information, identity, etc ). The specialist said no further details can be given. 

This raises my concerns further as to why PNC is not being transparent in the nature of the breach and they are not providing any guidance whatsoever on what corrective action needs to be taken ( no suggestion to change password, freeze credit, etc. ) XX/XX/XXXX : I go to my local branch and remove the additional authorized user from the account. 

XXXX XXXX, XXXX : Through online chat, I request closure of the savings accounts in my Virtual Wallet account ( Reserve and Growth ). Checking account ( Spend ) remains open. 

XX/XX/XXXX : I access my account online to review my debit card settings. I am unable to find my settings so I use online chat for assistance. After some discussion, the support specialist says my debit card was closed on XX/XX/XXXX. She is unable to provide any detail on why it was closed. 

Same as before, I never authorized closing the debit card and I was never notified of the closure. 

I am still in possession of the debit card which was good through XX/XX/XXXX so it wasnt expired nor lost. It was also not inactive as I was using it frequently during that time and even used it that same day on XX/XX/XXXX. 

XX/XX/XXXX : After much confusion and frustration regarding the administration of my account, I visit my local branch to review this whole issue in person. The branch banker confirms the debit card was reported lost/stolen on XX/XX/XXXX. He was not able to confirm who reported it lost. He also could not find any record of the address change in XX/XX/XXXX. 

This raises the question was a security review even performed in early XXXX XXXX if they did not even find the debit card closure during the period in question? I am discovering issues on my own, why isnt PNC sharing the extent of the breach? 

If my debit card was reported stolen, why didnt PNC notify and re-issue a new card? 

What is the extent of the breach?

Company response to consumer: Closed with explanation