Consumer complaint received 2022-08-16
Company: PNC Bank N.A.
State: IN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
XX/XX/22 - I made 2 transactions under my XXXX  account to unauthorized recipients. One transaction was for {$400.00} and another was {$500.00}. I only sent the money as an investment for more money back, when I was under the impression that the recipients were owners of my friend 's company. After finding out afterwards that my friends identity was compromised when her XXXX account got hacked months ago, I had realized I was never getting that investment back. 

The same day, they managed to con me into giving all my information and hacked my XXXX as well. I called my bank, PNC immediately to change my card number and also to file a dispute over those transactions. They told me I would have to wait until the transactions were no longer pending before I could file. 

XXXX I called and made the dispute for my transactions. Was told I would be notified after 10 business days if there was any change to the case, such as denied or needing more information to investigate. That notification would come via mail. I had all the proof they needed but they never gave me a chance to send it. 

XXXX I called PNC to ask about the status of my dispute and was told they had sent me something in the mail but could not access information there over the phone. All I received in the mail was a new debit card. I never received the mail that would notify me about my dispute. 

XXXX Recovering from major XXXX so I couldn't contact anyone until I was conscious again. Spoke with someone over the phone with PNC reopening the case after finding out the dispute had been " closed '' and denied before the next 24 hrs after filing. Never once recieved the mail explaining why. The lady I spoke to took down more notes about my dispute and complaint and re-opened the dispute and filed it a different way. I was assured that this time I would receive some type of update within 48hrs of that phone call to discuss more. 

XXXX I received an email and 1 voice-mail from someone in PNC Bank Retail Support XXXX XXXX XXXX were unable to reach me and gave me their number to try and reach them instead to discuss more about my concern. However I ended up leaving 2 voice-mails with that specific number they left me after not being able to get ahold of them either, then replied to email stating my attempt to reach them back. 

XXXX I had my fiancee drive me to a PNC to speak to someone one-on-one about this whole mess, and was instructed to call PNC Tier Two and to not give up so easily since this was a very complicated case. Called Tier Two same day and got the run around and transferred to XXXX XXXX. Spoke with XXXX XXXX who said this was not their jurisdiction and was referred back to XXXX XXXX. Spoke with someone for over an hour discussing everything in fine detail. They managed to contact the original PNC employee who emailed me, who then called me the next day. Finally received the mail about my dispute denial with an actual reference number. 

XX/XX/22 - I received another voice-mail from the same PNC employee who emailed me the first time. Their voice-mail basically stated they could not help and that I needed to try and file a complaint with the FCC.GOV. OR FTC.GOV ( hard to hear ), and that's what lead me here. I just want someone to truly listen to my complaint and realize this situation is more complicated than it looks, and is not as black and white. I've been told I'm not the only one who feels that I truly deserve a CHANCE to prove why my disputes should have been approved. I hope this complaint will help me get that at least. Especially after being told not to give up. There's a bigger picture here and im relying heavily on that money to get my through my XXXX recovery time off.

Company response to consumer: Closed with explanation