Consumer complaint received 2022-10-25
Company: PNC Bank N.A.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I am the owner of an XXXX that has a checking account at PNC Bank. I regularly wire month through PNC 's Pinacle product. 

On XX/XX/2022 I received an email from a phished email address ( pretending to be my colleague that I regularly wire money to ), informing me that there is a new account to wire money into. I did not notice that the email address did not have the exact same domain name of my colleague. I corresponded with this person and sent approximately {$43000.00} to an account at XXXXXXXX XXXX in XXXX, SC. I found out the next day that I was a victim of fraud. 

I contacted PNC Bank 's fraud department and provided fraud analyst XXXX XXXX with all of the email headers and forensic email information that I was asked for. I also made an IC3 report to the FBI and was instructed by an FBI agent to ask PNC Bank to do a wire recall and provide a specific contact at XXXXXXXX XXXX a Hold Harmless letter. 

On XX/XX/2022 I received a voicemail from XXXX XXXX, XXXX XXXX XXXX XXXX at XXXX XXXX telling me that he has concluded the investigation and is going to send me my money back, however he has not received a Hold Harmless indemnification from PNC Bank. I emailed XXXX XXXX to inform him of this. He did not respond. 

On XX/XX/2022 XXXX XXXX emailed XXXX XXXX directly and told him that he does not have a Hold Harmless indemnification for my account, and to " please send me the HHL directly so you can rectify this for your customer. '' XXXX XXXX even sent XXXX XXXX a form that he could use. XXXX XXXX did not respond. ( emails attached ). 

That same dayI called my PNC Branch and spoke to an assistant manager named XXXX ( I don't know his last name ) and asked him if he could contact XXXX XXXX 's boss. He told me that he would. 

On XX/XX/2022 I was informed by XXXX that XXXX XXXX 's boss ( who he refused to identify by name ) responded that XXXX XXXX had not yet concluded its investigation, therefore there was nothing to be done. This is a flat out falsehood. 

On XX/XX/2022 XXXX XXXX sent me an email stating that XXXX XXXX could do nothing further to assist me, until it received the Hold Harmless indemnification. ( email attached ). He also sent another email to XXXX XXXX regarding the HHI. Neither he nor I have gotten a response from XXXX XXXX. 

Also on XX/XX/2022 XXXX XXXX called me and told me that " this is the last time that I am going to talk to you. I am wasting so much time trying to get ahold of your bank to try to get your money back to you and all I need is a HHI and XXXX XXXX will not respond to me. This is unprecedented and unprofessional and I'm too busy with other cases to have to beg your bank for an HHI. I send them out all day long in order to get money back for XXXX XXXX  clients. '' I then told him how frustrated I was that nobody from PNC would ( XXXX ) provide me with XXXX XXXX 's boss 's name, ( XXXX ) provide me with XXXX XXXX 's phone number, and ( XXXX ) tell me the truth about whether or not an HHI had been sent to XXXX XXXX and if so, to whom? ( I have an email from XXXX XXXX stating that he sent an HHI on XX/XX/XXXX, however he did not. When I later emailed him and asked him to whom he sent it to, he did not respond. 

XXXX XXXX then told me that I should make a complaint with the CFPB and also find someone high up at PNC Bank to email regarding this complete lack of cooperation in providing XXXX XXXX an HHI so that I can get my {$43000.00} back.

Company response to consumer: Closed with explanation