Consumer complaint received 2020-06-15
Company: PNC Bank N.A.
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Greetings, I was looking to buy a used car for my family and i was searching online at XXXX for an SUV. I found one that we liked and i contacted the seller, by email and requested a phone number so we can talk. The seller contacted me after about 2 weeks and she asked me for my number and a good time to call. she said she doesn't want to give out her number to people so they won't bother her. the " seller '' XXXX XXXX called me and she sounded like an older lady, she told me that her husband passed away and she has no need for the car .... we agreed to buy the car and I informed her that I don't have the {$25000.00} and that i need to take a loan to pay for the car. she said she will hold the car for me and that she uses an online escrow company to get the money transferred to her, she used them before and everything will go smooth. she directed me to XXXX XXXX XXXX  and she uploaded a purchase agreement and she sent me a XXXX report and an XXXX report, i asked for the title she said it is clear, she cant send me a copy because it is with the escrow company and she informed me that she will ship using XXXX. 
I contacted the " escrow '' company XXXX and discussed the process with them, they informed me that they have the title, it is clean and they checked it with the local DMV. I asked for a copy they said they can't send it for security and privacy reasons and that it will be shipped to me by registered the mail when I receive the car and approve on the sale. 
the next day on XX/XX/2020 I went to my local PNC Branch In XXXX, I spoke with the loan officer and I told her what was going on, and that I need to get a loan and I want the proceeds to go to an online escrow company to pay for the car that I am buying from colorado. 
the loan was approved instantly and i signed the documents Loan #  XXXX, she informed that the funds will be available the next day and that i should come to the branch to send the wire. 
the next day on XX/XX/2020 i went to the branch with the wiring instructions that the " escrow '' company has provided me. the account name XXXX XXXX XXXX XXXX XXXX, Address : XXXX XXXX XXXX, XXXX XXXX Florida, XXXX the account # XXXX XXXX XXXX XXXX XXXX   XXXX XXXX XXXX NJ XXXX XXXX . 
I sent the wire that afternoon at XXXX XXXX and i sent the receipt to the " escrow '' company. they informed me that they are working on the shipping process and that the car will be shipped the next day Friday XX/XX/2020 early morning. 
Friday on XX/XX/2020 I receive a call from XXXX XXXX, she sounded very ill, she said the car was picked up this morning and that i will receive it in 5-7 days and that she will be in the hospital for a week or so. then shortly after I received a text msg from the " escrow '' company saying that the car was picked up and it is on the way to me. I reached out to them by online chat to ask for the tracking info, they informed me that it is not available now, the car was shipped using XXXX  and that they will get the shipping info to me by Monday XX/XX/2020. 
Monday morning I still didn't get the shipping info, I got suspicious. i contacted the escrow company, they told me they still don't have it and they will get me the information by close of the business day. I got more suspicious, i contacted XXXX, gave them the details and they told me that there is no order, and that it is a scam and that i should report it immediately. I contacted PNC Bank around XXXX XXXX and told them what is going on and that i need to recall the wire it is a scam and a fraud. They told me that they started the process and that it takes 3-5 business days to get the wire recalled. I asked if i should file a police report, they told me it is not necessary at this time we do not require that. 
On Tuesday XX/XX/2020 i called PNC again checking on the status they informed me that they sent a message to XXXX XXXX, and they still haven't answered it. I told the PNC agent, that this matter needs an immediate call to XXXX XXXX to stop the wire and the longer they wait the lower the chance that the scammers get the funds. I informed them that this is a loan and i can not afford to pay it and not having a car. they told me we don't have time to call the process is to send a message and wait for a response. I was furious, I did call the police and filed a report with XXXX XXXX financial crime unit that day. I reported the scam to the FBI and the FTC. 
I have been calling daily, waiting on hold for more than 1 hr each time to speak to someone and the only thing i hear is, we sent a message and we didn't hear back. they informed me that on Thursday, XX/XX/XXXX they will send another message to XXXX XXXX. I also called Friday, XX/XX/XXXX, and no news. 
I filed a report with the FBI, the FTC also. 
PNC bank reps kept telling me that I am responsible for the loan regardless of whether they recover the money or not. 
PNC did not advise me that these are common scams and that would have saved us from being victims. They know a lot more than me. 
PNC did not ask for the title of the car and that might have save us from being Victims. 
PNC did not act fast enough to stop the wire and just sent a message to XXXX XXXX. had they called the Bank we would have a significantly higher chance of recovering the money.

Company response to consumer: Closed with explanation