Consumer complaint received 2022-04-12
Company: PNC Bank N.A.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On Sunday, XX/XX/XXXX, I noticed XXXX separate fraudulent unauthorized transactions on my online bank account totaling {$610.00} ( transactions in the amount of {$500.00} ; {$100.00} ; {$1.00} ; and {$16.00} ). I called PNC Bank customer service to report fraud activity on my checking account. The customer service representative assisted me over the telephone in filing a dispute of the charges and gave me the option of going into a PNC bank branch to get a new debit card or have XXXX mailed to me. I filed a police report on Sunday, XX/XX/XXXX. I went into a bank branch and received a new ATM debit card on Monday, XX/XX/XXXX. I also spoke with a bank customer service representative inside the bank branch who escalated my claim dispute and I was told that I would hear from someone within XXXX - XXXX hours, and that if I didn't hear from someone within that time frame to come back so that he could look further into the matter. I never received a phone call from a PNC Bank representative within that time frame. 
I went back to PNC bank branch on Friday, XX/XX/XXXX and met with another customer service representative who submitted another claim and assured me not to worry and that my money was insured by the bank for circumstances like fraud activity. I followed up over the phone with a customer service representative who told me that I would hear from someone within XXXX hours and that he could not issue me a provisional credit until further investigation which could take up to XXXX to 90 days. I received several letters in the mail from PNC Bank, XXXX dated XX/XX/XXXX and XXXX letters dated XX/XX/XXXX. XXXX letter stated that I notified them that I was no longer disputing the XXXX unauthorized transactions that was posted to my account- which I never told them I was no longer disputing. I received a total of XXXX separate letters stating that my dispute in the amount of {$16.00} was resolved and that I would receive credit in the amount of {$16.00} - Which I received x XXXX. And another letter stating that As noted in their XXXX XXXX Transfer XXXX XXXX, they must receive notification no later than 60 days after they sent me the first statement on which the unauthorized transaction ( XXXX ) appeared. They said they investigated my claim and determined that I did not notify them in a timely manner. They said that I was held liable for the disputed transaction ( XXXX ) that occurred later than the timeframe referenced above. I called PNC Bank customer service and was told that I am held liable for the {$600.00} unauthorized posted charges to my account that had occurred on XX/XX/XXXX and was posted on XX/XX/XXXX because the {$16.00} charge had been fraudulently occurring since last XXXX of XXXX and I didn't notice that charge until Sunday, XX/XX/XXXX, therefore they are saying I can not receive the {$600.00} that I recently noticed as fraudulent activity which was XXXX pay charges. I do not have a XXXX account and explained this to PNC. I tried contacting someone @ XXXX, but can not speak to anyone over the telephone. I even tried emailing XXXX. I have been banking with PNC for over 27 years - Loyal customer. And this is how they treat their Loyal customers. {$600.00} XXXX not be a lot of money to them, but it is to me. It's my money that I have worked hard for and I entrusted PNC Bank to insure my money for circumstances like this.

Company response to consumer: Closed with explanation