Consumer complaint received 2022-07-12
Company: PNC Bank N.A.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2022, I received a call from XXXX XXXX and XXXX XXXX PNC, of XXXX XXXX ( XXXX ) XXXX, asking to verify transactions and personal information due to fraud alerts, at the time I was traveling and on another call so I answered and proceeding since they identified themselves as PNC. Shortly after my U.S. Treasury check from the VA was stolen after several fraudulent transactions. The hackers changed my personal information via online banking. New acct numbers were issued on the XX/XX/2022 and I was told it would around the XXXX before I could recover the other half of my check. After the old bank card was closed, the bank allowed my account to overdraft past a current XXXX balance of {$1300.00}. It is past the disputed 10 day window of the XXXX or XXXX of when I was told I was have my remaining XXXX that was on hold. 

My payroll deposit was {$3200.00} on the XXXX, they were able to reverse XXXX, I only made XXXXwo of the transactions of about XXXX in total, I am yet missing the XXXX which includes my rent and other bills. I am making this complaint because I believe it to be insider fraud for the perpetrators to have had access to my bank card and pin code while it was in my possession. Even after the old accounts were closed the pending fraud charges were allowed to post. If I had overdrafted my own account I would not have been able to process {$4000.00} from a closed account with a XXXX balance once fraud was reported. The Account Takeover Team were extremely rude and non cooperative through this ordeal. 

They refused to allow my calls to forward to supervisors and one female agent snapped at me that they are the supervisors so there isn't anyone they can forward me to. I went into a PNC branch in ILLINOIS today where I was informed that several other PNC customers ' accounts were also hacked around the same time and each in excess of several thousands of dollars. It is very irresponsible of PNC to not do a better job of due diligence and providing better protection of their customers. I filed a Police Report with the XXXX, IL pd regarding this issue but am at a lost for thousands and the inconvenience of not being able to pay my creditors has cost me more than what was stolen to the point I wish my treasury checks could come via mail because at least I'd have adequate protection with check in hand rather a bank I can not trust to conduct business with. The trust has been broken and I don't think it can be repaired. I hope no other consumer has to suffer such devastation that could all be avoided. To think that PNC sends alerts to your email accounts displaying your balance, deposits, etc. Even if my email was hacked they should not have been able to see banking business to tempt them into hacking the banking network. 

This came after travel home to Alabama for a funeral in which I passed through Florida on the way bk, but for the week of my stay I did not use my bank card which was on me the duration of vacation. There were somewhere between 15-20 charges that were not mine. As soon as the ATO team saw my card that was in my pocket was being burned up they could've have frozen my acct plenty of time in between this. I'm holding PNC Bank responsible along with the hackers who have no moral code. 

If anything I was under the assumption that FDIC provide some protections that allow for the bank to disperse refunds when a customer experience a loss to prevent their lives being put on hold along with the bank account! I would expect the U.S. govt to take this just as serious as someone reaching into my mail box to retrieve my treasury check from the IRS.

Company response to consumer: Closed with explanation