Consumer complaint received 2022-09-18
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: PNC Bank N.A. (OH)

My Daughter had a Checking account with PNC Bank ( I am also listed on her account ). On Monday XX/XX/XXXX, She was hacked into her account, and I was with her when she looked at her account on the app, on her phone. We were in XXXX XXXX Ohio at that time, as we spent XXXX XX/XX/XXXX preparing her XXXX room for her first year of XXXX, that started officially on Thursday XX/XX/XXXX. Her bank account was drained of all the money over the next couple of days, except XXXX cents, despite the fact that she called the bank that evening and told them she was hacked and to put a hold on the card, where at that time they gave her what they call " provisional credit '' ... .She did not use this money, but it was taken by the hackers, unfortunately. Over the next 6 weeks, leading up to now, it has been a roller coaster, trying to get my daughters account replaced. I have spoke to managers in XXXX OH office, where I live, and with managers in the PNC bank in XXXX XXXX, where XXXX now lives, and works.XXXX also has gone in to the Bank in XXXX and met with the managers, also. I have a printout of all the debits that were done from XX/XX/XXXX, and going forward. They were done in Michigan. All the while these transactions were being done in Michigan, my daughter was in OHIO, preparing, and working as a XXXXr. Yet, PNC reversed all the provisional credits they issued to her, as they said they were done with a Debit card, and she stated her card was on her ( not lost or stolen, nor did she provide its information to anyone ) ... So, the debit essentially had to be done by her, in person. I asked them HOW could she be in 2 states at the same time??? Someone hacked her card, somehow. There was also an XXXX XXXX transaction that at first I was told we probably would not recover, as it was a third party... but after they investigated that, they somehow can tell it was hacked ( Im not able to explain how they know this ) So, we got XXXX of the XXXX XXXX back... the other XXXX they took back, to recover more " provisional credit '' ... which made no sense to me ... that XXXX dollars was hers, and got stolen from her... she should get it all back. I finally spoke with a manager who told me she believed what I was presenting about the different states, etc... and she also told me, AND printed it out for me, that my daughters card was attempted to be used 3 more times between XXXX XXXX XX/XX/XXXX. By this time, ( Actually XX/XX/XXXX ) my daughter had a new card, and a new account, so WHY would she have attempted to use her old card again ... when we knew it had XXXX money in it, and she had her new car and new account? The 3 attempt were declined. Yet, PNC still has not put the money lost back in my daughters account. I spoke with the Manager of the Escalation team on XX/XX/XXXX, but I didnt feel I was going to get a different result. My next step is to go to the News Media. My daughter didnt have a lot of money, but it was her entire account ( about XXXX ) and she trusted the Bank to treat her with fairness. That has not been the case. I thought she had Regulation E protection. Can you help us at all with this? Please let me know. Respectfully, XXXX XXXX ( XXXX )