Consumer complaint received 2024-03-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: PNC Bank N.A.
State: VA

Complaint narrative:
Checking account at PNC Bank branch at a branch in XXXX XXXX Sold my house in XX/XX/XXXX and deposited all the proceeds in the PNC branch ( over XXXX which was reduced to about XXXX at the time the fraud occurred ). In XX/XX/XXXX around XXXX XXXX weekend I went to withdraw money from my account at an ATM and the ATM did not return the card because the account was " frozen '' apparently due to fraudulent counter checks provided by the same teller at the PNC branch drive through to another customer on 2 consecutive days ( XX/XX/XXXX and XX/XX/XXXX approximately ) who cashed them elsewhere. I referred my issue to an attorney to help me recover my money. Attorney told me filed a civil suit against the bank but filed a motion in XXXX XXXX VA court that he withdrew his representation due to conflict of interest in XX/XX/XXXX. I filed a negligence complaint with the Virginia Bar Association against the attorney since he has refused to communicate what happened with my suit exactly. He filed a claim against the identity theft policy ( described below ) within the 6 months deadline ( before XX/XX/XXXX ) but I don't know if that claim was paid at all. 

PNC sold me an " identity theft '' policy ( XXXX XXXX XXXX in XX/XX/XXXX which was later purchased by XXXX XXXX XXXX in XXXX ) which was charged monthly on my account. Note that this policy only pays for fees incurred by recovering financial damages ( e.g., legal fees and forfeited but does not actually cover the stolen funds ). PNC is unaware of what benefits are paid by an identity theft policy that it sold me, so PNC is acting like they are waiting on the insurance company XXXX XXXX XXXX XXXX  ) to pay a claim filed by PNC " Recovery and Resolutions '' department in XX/XX/XXXX which would pay some administrative fees but not for the missing funds. 

The PNC branch is uncooperative since the issue is referred to their " recovery and resolutions '' ( RAR ) department. The PNC branch provided me with a final/current statement which has a negative balance due to the recurring monthly automatic payments to the identity theft policy ( initially XXXX for XXXX which increased to XXXX for XXXX XXXXXXXX ). The RAR department contact told me that there was XXXX in my account which was not affected by the theft/fraud but they can not tell me where that money was moved to out of my account. The RAR department received a money order from me for {$90.00} in XX/XX/XXXX to get 30 pages of " my case file '' which I still have not received 2 months later. I called the RAR contact ( XXXX ) who said he was " busy '' and would get to it soon. 

So my account is still frozen/negative after 3.5 years and PNC is not doing enough to settle my account properly. This was my only bank account with my entire life savings in it. I'm unable to open another bank account because PNC has my account with a negative balance that is apparently reported to other banks to advertise me as a risky customer! I still don't have bank statements that I requested to show the account balance before/during/after the fraud occurred. PNC should be able to tell me where my money went, how to get it back, and how much longer I need to wait to get it. 3.5+ years for this issue is ridiculous but they are acting like the insurance company should pay for the stolen funds which is clearly not covered by that identity theft policy.

Company response to consumer: Closed with explanation