Consumer complaint received 2022-04-13
Company: PNC Bank N.A.
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX I had been contacted via XXXX by my friends stating they had an investment opportunity. I reached out to the broker and started a convo XXXX XXXX  and he explained to me what I could invest and get out. I contacted my friends via DM and I was told that the broker was 100 % safe and secured. After I was assured the process was legitimate I sent the broker XXXX $ in bitcoin. My turnover for my investment was supposed to be XXXX XXXX The broker informed me I will need to send XXXX $ to recieve my investment due to a large withdraw fee but I would be refunded. I then contacted my friend to see if what he was saying was true they confirmed it was safe secure and takes about an hour. I sent the money via XXXX to the broker {$1800.00}. The broker told me my investment will not be ready for withdraw if the charges were pending so he told me to inform my bank they will help so I did. I couldnt help the pending charges so the broker said that we can continue in the morning. I texted my friend and they said everything would be ok just dont worry and I will be taken care of. XX/XX/XXXX I had only sent the broker XXXX $ I needed to send XXXX $ for the fee I sent the remaining money and waited for my investment. The broker wanted me to pay another fee. Around this time I catch on to the fact that this is a scam and that my friends were hacked by more scammers and behind this act. I rushed and called my bank to tell them what happend and dispute the charges. The bank representative for PNC Bank was extremely unhelpful and could not help me speak to the right people to understand my situation, I tried to explain what happend in a calm tone even tho I was just stolen from he was just silent and did not say a word I asked him if he was even listening to me and he took a long pause and just asked me a standardized question. So I had to hang up to speak to another person and file my dispute. I waited two days for a follow up and then I got none. I called to check the status of my investigation and the rep explained the time period the process takes and that they would contact me by letter. I waited about another week and they didnt contact me. I went to the XXXX XXXX police station and filed a police report for the scam and had the report sent to my bank. I then went to a local PNC branch to try to get some face to face help since the virtual help was practically helpless. The branch offical was extremely nice and she went on to explain to me that the process is lengthly she told me the status of my investigation based off of the notes that were left on my case. I felt a little better but still I was stolen from and Ive been a PNC costumer for a long time I shouldnt have to jump through hoops like that. I waited about another week to have a letter sent to my old address confirming my address change nothing about my dispute. I waited a few days and called XX/XX/XXXX to check the status of my dispute the representative called me and told me they have denied my dispute and have no way to help me since I Sent money via XXXX and Im not protected for authorized transactions regardless me being hoaxed into sending the money by scammers.

Company response to consumer: Closed with explanation