Consumer complaint received 2021-11-15
Company: PNC Bank N.A.
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I attempted to purchase a laptop online from XXXX XXXX with my PNC Visa debit card through my business account, XXXX XXXX XXXX XXXX XXXX and was declined. As a result, I checked my bank account to find multiple fraudulent charges that began on XX/XX/XXXX. I took a screenshot of both posted and pending charges and called PNC for my records, with the intent to use them to dispute those charges. The fraudulent charges included an ACH payment for {$12000.00} to XXXX XXXX. I have made it clear to PNC as well as the police that I do not know XXXX XXXX, nor have I shared my sign in credentials with her. As I searched through my online account to find that PNC had allowed someone named XXXX XXXX to add themselves as a sub-user to my account without vetting her or even notifying me. 

Moreover, PNC did not notify me of any of these unusual transactions happing on my account. I have had this account since XXXX, and the largest payment I have made was {$2000.00} to this point. If PNC had been monitoring my transaction history, as promised, they would have been able to easily notice a alarmingly severe change in spending habits. These transactions totaling more $ XXXX in a weeks time, should have been a red flag to any banking institution. I called PNCs customer service number daily to dispute charges as they appeared in my online account. Each day, PNC Customer Service Reps informed that disputes were being submitted against the transactions I noted as fraudulent. there was a request to reverse the of all posted charges submitted, but I had to call back the next day to dispute the pending charges. I called PNC back on XX/XX/XXXX to dispute the charges, but was told nothing posts on Sundays, so Id need to call back tomorrow. I called back on XX/XX/XXXX and disputed all newly posted charges again. By Tuesday there were more charges pending to post to the account. 

There was a total of 17 fraudulent transactions between XX/XX/XXXX and XX/XX/XXXX totaling {$28000.00}. ( see attachments for details ) On XX/XX/XXXX, I was informed by PNC customer service representative, that I needed to go into my local PNC branch to request a debit block. This in contradictory to what I was previously told buy a PNC customer service rep on XX/XX/XXXX, when I initially called. I went into the XXXX, MD branch and met with XXXX XXXX, VP Bank Manager. He walked me through opening a new account and transferring the remaining {$3000.00} into that new checking account. He had me sign papers to place a debit block on the account that had experience fraud. The next morning, I woke to find the old account was now more than {$14000.00} in the red. I again called PNC customer service, to find out how an account with a debit block could have experienced more theft. I was informed by PNC customer service rep the Bank manager, XXXX XXXX, placed a debit hold on the new account, instead of the old one. At that time, I was also informed that the most recent overnight transactions would have a hard stop placed on them, so they would be rejected and not paid. 

After being disappoint by PNCs handling of and their failure to protect my identity and funds, on XX/XX/XXXX, I filed a police report ( XXXX ) with XXXX County Police Department with Officer XXXX ( # XXXX ). Officer XXXX has been in contact with me over the past 2 months detailing the unfolding ongoing investigation into the fraud on my behalf. He has sent subpoenas to al vendors involved, as well as PNC Bank. He informed me that PNC received the subpoena on XX/XX/XXXX, but as of XX/XX/XXXX, they have not complied or responded. The phone numbers XXXX XXXX added as her own were used for the XXXX and XXXX rides. I have done a reverse look up and attached screen shots of that information. Additionally, Officer XXXX has found via subpoenas that these phone numbers were used for the fraudulent email addresses and XXXX  rides. Please be aware the investigation continues. 

On XX/XX/XXXX, I received two notices in the mail stating that someone had made online applications to open new accounts at both XXXX XXXX and XXXX XXXX but were ejected. Luckily, I had previously placed a credit freeze on all three of the credit bureaus. However once PNC stopped payment to XXXX, I began to receive collection notices from XXXX XXXX XXXX. I had to submit my signed affidavits with PNC and my police report to dispute these charges. I finally received notice from XXXX stating these charges were no longer attached to me. Oddly enough, these transactions are still listed as only a pending reimbursement in my PNC account. I have asked repeatedly how long this will take to clear up. Each time I get a different answer. I have been told 60 days, 90 days, 100 days and most recently I was told 120 days. 

I was contacted on XX/XX/XXXX, by XXXX XXXX, who identified herself as my Case Manager in the Retail Support Department. I had been in contact with Ms. XXXX to update each other on the case. On XX/XX/XXXX, I was informed by my Case Manager that PNCs investigator has informed her that PNC will NOT be refunding me the fraudulent {$12000.00} ACH fraudulent payment to XXXX XXXX. Their reason is because I took more than 24 hours to notify them of this fraudulent transaction. As stated earlier, the transaction took place on XX/XX/XXXX and I noticed it XX/XX/XXXX. I not only demand these funds be returned to me, but I want interest that I would have received with my full {$31000.00} would have accrued between XX/XX/XXXX, when these transactions began and when I receive my full reimbursement. 

On that day, my case manager put me in touch with XXXX, a third-party platform PNC contracts with to transfer funds. After speaking with XXXX, they informed me that they are not responsible for those funds. Moreover, they informed me that PNC is responsible for vetting individual added to the account and the transactions they perform. After speaking to my Case Manager again, she assured me shed request that the investigator re-review my case. I have not received any reimbursement as of today, XX/XX/XXXX.

Company response to consumer: Closed with monetary relief