Consumer complaint received 2024-02-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: PNC Bank N.A.
State: GA

Complaint narrative:
Per PNC website. Generally speaking, you are not liable for charges that scammers make with your bank account details. Scammers have committed a crime and most banks wont victimize you further by demanding that you pay for the crime from your own bank account. 
However, there are a few guidelines to properly file a claim and avoid becoming liable for unauthorized charges. 
* For ACH fraud : you must notify your bank within 60 days of your statement to avoid paying for illegitimate ACH transactions.

* For e-commerce purchases and withdrawals : you also have a 60-day time frame to avoid charges. You can file a claim with your bank online or over the phone. 
* Once you notify your bank or financial intuition : they have 10 business days to investigate the issue ( or up to 20 days for victims with a bank account open less than a month ).

The bank must correct the issue within one business day of declaring that a crime has occurred, and report its findings to you within another three business days. 

In XXXX my husband and I account was scammed and although we went through the correct process to get it corrected and close our accounts so no more money could be taken, there was more money taken. 
We went into the branch at ( ) to talk to a representative and we were upset, scared and confused however she was very easy and professional to talk to and she said dont worry she will do her best to help us. She asked about the scam and my husband explained he was trying to get funds from his XXXX XXXX account transferred to PNC BUT was scammed. They had him download an app to confirm the transfer is what he was told. Never have done this before and have trusted XXXX  and PNC Bank I had no worries and plus I not computer literate and we are XXXX XXXX. After reporting the scam then more issues with our funds began. My husbands pension was not release nor his social security check. We had to close the bank accounts and was told that would prevent any more money from being taken. Well it didnt because the funds in accounts wasnt transferred to the new accounts in time. During the process of trying to resolve this matter, we have visited the PNC Bank on several occasions and mind you we are both disabled and XXXX XXXX. We trusted PNC and XXXX and have been customers for years and thought our money was insured in case of any issues. However, provisional credits were given and reversed. Transfers from the old account to the new accounts were made ( not everything ) we had to borrow funds to pay our mortgage, auto payments were still coming out of closed accounts because we didnt get to call our debtors in time to change the accounts but it wouldnt have mattered if we did because the {$11000.00} funds which were {$8000.00} + and my husbands pension and social security checks were not available. After the investigation began with PNC and the detective unit we thought we were going in the right direction. PNC representative gave us permission to transfer funds from the old accounts to the new accounts but somehow negative balances have occurred and still remains on one closed account. We are so confused and have not been refunded properly and we are still feeling scammed. Please let me know the direction we need to go in now to retrieve our funds we are still supposed to have in our accounts which still should be {$8000.00} with no negative accounts. 

Thanks XXXX XXXX XXXX

Company response to consumer: Closed with explanation