Consumer complaint received 2021-05-24
Company: PNC Bank N.A.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XXXX I MAILED a PNC CHECK to XXXX XXXX GAS Check # XXXX for {$46.00} into a blue mail box and it was stolen out of the mail box and washed and the perpetrator re wrote the check and forged my signature and cashed it at XXXX XXXX XXXX for {$6500.00}. I had mailed several other bills and payments the same day and all were fine. Due to covid I did NOT receive my printed bank statement in the mail and when I finally got it I saw the clearing of the {$6500.00} and CALLED PNC Immediately on XXXX. I NEVER wrote a check for that amount and did not know what happened. I filed a police report and PNC said they would investigate. After several calls ( since banks were closed due to covid ) I was told on XXXX that PNC filed the claim with the WRONG department. I spoke with OMA in RESOLUTIONS at XXXX and she said it should go to " Without entry claims dept " XXXX ... after several days, I called again and they said it was now being sent to the Check Fraud dept at XXXX and XXXX would be handling. On XXXX I received a form from PNC " affidavit of altered check '' I immediately completed and went to XXXX XXXX to have NOTARIZED and mailed at post office in person on XXXX. 
I spoke to XXXX in " without entry dept and she said to all the XXXX team and leave a message. I did so multiple times and also emailed XXXX to no avail. 
I also filed complaints with the Internet crimes complaint center, XXXX police, national check fraud center crime complaint form, jot form 10, and contacted channel 3 channel and chanel 10 - all to NO AVAIL because covid shut down our world. 
The police were getting no where and pnc was giving me the run around. 
I called PNC again on XXXX NO ENTRY CLAIMS DEPT AND THEY TOLD ME THE case was closed. I asked to speak with a supervisor as I had received no call or mail from them. I was told XXXX and XXXX were out of office and the claim was denied because it was past 30days. I continued to call and leave messages daily for XXXX and never heard a word until finally on XXXX I called the local PNC branch and asked for help and to escalate this - spoke to XXXX at the XXXX XXXX new jersey branch. It was escalated to XXXX XXXX at PNC retail support and she said I had 120days for a check dispute. that was on XXXX I also called an attorney on XXXX and they told me to call XXXX XXXX and ask PNC to get a copy of the video of the man cashing the check and file for punitive damages. I also spoke to XXXX at PNC in XXXX XXXX and she said that XXXX XXXX XXXX  owed the money and pnc was trying to collect from them. She refiled my claim AGAIN and told me XXXX should never have negotiated that check. The run around has continued and I am still out {$6500.00} I have contacted the everyone from the XXXX XXXX prosecutors office and spoke to Detective XXXX XXXX - he was going to assist the XXXX police in trying to get them to obtain the copy of the video ... AGAIN - nothing happened. 

It was COVID ... I mailed a check in a BLUE POST OFFICE box and it was stolen and fraudulently re written. I did NOTHING wrong and am a widow of 65years and can't get anyone to help me. The police say they can't do anything, the bank says I did not report in 30days, so its on me .... how can this happen - who is going to protect the average senior who is being taken advantage of and screwed out of {$6500.00} because the mail was delayed due to covid. PNC and XXXX XXXX XXXX  are the ones who should be liable for this fraud. It was not my signature, or hand writing and I DID NOT WRITE THAT CHECK. 

PLEASE please help me get resolution to this problem. I was to live off that money since my husband died tragically and suddenly without warning.

Company response to consumer: Closed with explanation