Consumer complaint received 2024-12-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: PNC Bank N.A.
State: AZ

Complaint narrative:
I got burned by PNC bank on dispute I submitted for fraudulent charges made to my account by my now estranged ex-girlfriend where she was scammed out of my money with services never rendered from ( something ) widget, who I learned is a notorious scammer. The transactions totaled around {$2800.00} and posted between XX/XX/XXXX and XX/XX/XXXX of this year for the most part. There are XXXX issues here : XXXX. The XXXX plus charges were not authorized by me as my ex- girlfriend fraudulently made them, as she has done to me in the past to satiate a gambling addiction. She is very sick. I have sadly eliminated the relationship and she is not permitted to come near me or my home. When she told me about her escapade, I called to stop payment on them and PNC rep told me to let them post and then dispute them - until then Id be temporarily credited the funds until they verified the fraud. That never happened. Also the disputes team was supposed to call me to get more information I couldnt submit on the form. When they finally called, after XXXX or more days waiting, they assured me they didnt need any of the information as they had all they needed to confirm the fraud and I would be hearing something about my reimbursement very soon. I heard something a few days later alright : that they determined no error in the transactions and held me % XXXX liable for the fraud. My account went in the negative and has since been signed off and they are trying to collect these funds. 
XXXX. The XXXX  part of this is the fact that my funds were not taken from a legitimate on-line casino. They were taken by a known scammer site who talked her into making more and more deposits so she could be eligible to collect the money prize that she won. The scam goes like this : the fraudulent gaming site offers incentive coupon play where an initial deposit is matched with a higher percentage of play dollars. With it she won {$2800.00}. However, when she attempted to claim the prize, they wouldnt pay it out and refused to credit my account. They said she needed to qualify for it by playing {$19000.00} in back-and-forth play ( {$1.00} for every {$1.00} won or lost ). By the time she let me in on what was happening, she ended up spending about the same amount as she won to qualify to claim it but at least she met the criteria and it was a wash. She blew around {$2800.00} of my money just to be able to claim her {$2800.00} on winnings. However, the next thing I know, they were still refusing to pay it. I talked to XXXX or XXXX different customer service reps via a chat, of which they never sent me transcripts of as they promised and is a supposed feature on the chat, however, I did manage to get a few screenshots. It was obvious it was a scam and thats when I called PNC to cancel the payments she made that day. The PNC Rep whos English is horrendous like most of them instructed me to let the deposits post and dispute them as aside from the transactions being unauthorized, it was a clear scam in a case of goods not delivered or services not rendered and therefore I would be given a preliminary credit while the bank confirmed the fraud. She had winnings she was told her would be paid if she purchased enough play. She made the purchases and the product ( her winnings ) were not delivered. 
IT IS BAD ENOUGH I HAD TO DISCONNECT FROM A LOVED XXXX OVER HER ILLNESS THAT HAS ALREADY COST ME ENOUGH OVER TIME. On this XXXX occasion where I can expect protection for once from a reputable financial institution, if not from the unauthorized transactions she made, at least from the scammer who blatantly stoled the funds rather than deliver the product they advertised and used to prey on a sick woman. {$2800.00} is a lot of money from me and my employer who banks with PNC and has over {$100000.00} employees is about to pull the account. 
As per Regulation E : If you are scammed when using your debit card : In the US, banks are required by law ( Regulation E ) to complete their investigation within XXXX  business days. They can extend the investigation to XXXX  days if they need more time but must provisionally credit the account within XXXX business days. PNC DID NONE OF THIS! On the other hand, banks in the XXXX typically have up to XXXX business days to resolve a complaint and refund the transferred money. Sometimes, this can be extended to XXXX business days if the situation is complex. 
If the bank concludes the payments were fraudulent, it will return your money and remove the charge from your account. Not for me! 
*PNC has ruled against me arbitrarily in another dispute for the same type of transaction they ruled in my favor in the same dispute and took me for over {$500.00} as if XXXX separate people worked on it and arbitrarily ruled in opposite ways using the same evidence. While I am happy to be free of my loved ones illnesses, I have sufferered great financial and emotional loss. Im XXXX XXXX XXXX, with a XXXX XXXX XXXX son and now without a mother figure. I work very hard and deserve protection as much as the next person who these laws and policies are exclusive for. Thank you.

Company response to consumer: Closed with explanation