Consumer complaint received 2020-08-26
Company: PNC Bank N.A.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
PNC bank is doing an investigation There were over {$500.00} of unauthorized charges on my account from XXXX to XX/XX/XXXX. Two Disputes were filed on two dates ( reference numbers included below ). PNC temporarily put the funds into my account in XXXX and PNC was supposed to mail me a questionnaire to complete and send back, supporting my claims. I moved on XX/XX/XXXX and provided updated information to PNC using the online banking system, and updated PNC of my address change via phone, with a representative. 

After the information was updated, I received mail correspondence from PNC to my new address, none of which was the questionnaire. 

I receive 3 mailed letters from PNC yesterday XX/XX/XXXX, to my current and new address. 

The letters referenced the disputes I filed and informed me that PNC found the charges to be valid and that the funds would be DEBITED from my account on XX/XX/XXXX ( tomorrow ) I spoke to 4 representatives on the phone about resolving this issue. I was told that I needed to go into a PNC branch to file another dispute of the charges. This afternoon, I spent 2 hours at the PNC branch with a branch manager XXXX. 

She and the rep I was on the phone with at the same time, were processing another dispute of these same charges. 

They were not able to reverse the scheduled debit or replenish the funds even though they were scheduled to come out tomorrow. Not today. 

A direct deposit is scheduled to go into my account on Friday and PNC stated that they will still be taking out all of the fraud and unauthorized charge amounts and that there is nothing they can do. 

These charges were no fault of mine. PNC failed to provide me with the proper paperwork even though PNC was aware of my address change prior to the second dispute and they were sending me mail notices about the negative status of the dispute, but told me that they mailed the questionnaire to the old address. 

This is no fault of my own. From the charges to the debt that I am now accruing as a result of PNCs lack of compliance to their own dispute process. 

I have a family and my bills are scheduled to be deducted on XX/XX/XXXX. I will now be defaulting on my mortgage and utility bills because of PNCs mistake. They won't put a hold on the funds coming in on Friday and they are ruining my hard worked established credit because of a mistake caused by PNC. 

I am so upset and want to close my account. Unfortunately the payroll company processed checks so there is no way for me to freeze or request a different receipt of the direct deposit scheduled for Friday. 

If PNC had me file a re-dispute today, PNC should NOT be deducting money from my account tomorrow. There should be a freeze on any bank activity until the new dispute is resolved and funds that were stolen are put back into my account. 

All of this happened because they failed to provide me with the questionnaire. I MADE CERTAIN to update my address during the time of the disputes, so that I could receive all of the mail at my new address. Now I am going to be late on primary bills, impacting my credit and causing unnecessary worry and problems. 

I want the stolen funds put back into my account and not taken from my account both by frauds and PNC committing this very crime themselves.

Company response to consumer: Closed with explanation