Consumer complaint received 2025-11-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: PNC Bank N.A.
State: OH

Complaint narrative:
RESPONSE TO PNCS XXXX XXXX, XXXX  LETTER ( XXXX XXXX ) Re : Challenge to PNCs Continued False Statements, Regulatory Violations, and Systematic Evasion This complaint challenges PNC Banks XX/XX/year> Final Response ( signed by XXXX XXXX ) in CFPB Case No. XXXX. That letter continues a long pattern of false statements, boilerplate evasion, failure to answer direct factual questions, and retaliation, and it shows PNCs ongoing refusal to comply with Regulation E and basic consumer-protection standards.

For 11 years as a PNC customer, my account was never closed. Only after filing fraud disputes backed by a police report AND filing CFPB complaints did PNC shut down my account. The timing itself is evidence of retaliation.

Below is a complete summary of the continuing violations and why this requires CFPB review and assignment of a different PNC representative ( not XXXX XXXX ) to respond meaningfully. 

XXXX. PNC AGAIN FAILED TO ADDRESS ANY OF THE SPECIFIC QUESTIONS RAISED In every complaint, I provided direct, evidence-supported questions, including : Why did PNC deny XXXX first dispute citing overdraft history despite my police report proving theft? 
Why did PNC later lie by saying the denial was based on merchant confirmation, contradicting their own written denial letter? 
Why did PNC close my account 17 days after filing my CFPB complaint? 
Why was I subjected to systematic phone-verification harassment, forced into branch-only access, and locked out of the app digitally? 
What investigation was performed? 
Who authorized the retaliation and closure? 
Why does PNC refuse to address my evidence of falsehoods? 
The XXXX XXXX letter does not answer a single XXXX of these. It simply repeats the same boilerplate and claims it can not substantiate any inaccuracies despite written evidence directly contradicting PNCs prior statements. 
For the record, this constitutes PNC refusing to engage in good faith and ignoring multiple factual contradictions I documented.

2. REG E VIOLATION PNC USED OVERDRAFT HISTORY AS THE REASON FOR DENYING THE DISPUTE PNC issued a written denial letter stating that my first dispute was denied due to overdraft history. It was only corrected after in person branch visit. Not every consumer does that and PNC employees like XXXX blatantly violate federal regulations unless aggressively challenged the way I did. 
This is a clear Regulation E violation, because under 12 CFR 1005.11, the only relevant question is whether the consumer authorized the transaction. Creditworthiness, overdraft history, or prior account behavior can not legally be used as a basis for denying a theft claim.

PNC still has never explained or corrected this illegal rationale in any of its responses. 
Instead, PNC later claimed to the CFPB that the denial was due to merchant verification, which is contradictory and false.

3. FALSE STATEMENT : MERCHANT VERIFICATION PNC told the CFPB that the transaction was confirmed by the merchant.

This is false for several reasons : The written denial letter from PNC clearly shows the denial reason was overdraft history, not merchant verification.

A stolen card being used successfully does not constitute merchant verification. 
PNC reversed the denial later and refunded the money proving the original denial was illegitimate and that the merchant verification excuse was fabricated later. 
PNCs XXXX XXXX letter again dodged this contradiction entirely. 

4. FALSE STATEMENT : NO RETALIATION PNC claims it did not retaliate.

This is disproven by the temporal proximity, which is extreme : I was a customer for 11 years.

I filed fraud disputes, backed by police.

I filed CFPB complaints and disputed theft transactions backed by police statements PNC closed my account which I predicted with 100 % certainty Bank manager in person himself told me account will be closed for dispute abuse I have been citing that and then it is actually closed too 100 perce
nt accurate prediction proves advance knowledge pnc doesnt even care to hide its blatant behavior A branch banker had previously warned me that PNC closes accounts for dispute abuse, even when the disputes are legitimate.

This is direct evidence of retaliation for exercising my federal right to dispute fraudulent charges and for filing a CFPB complaint. 
PNCs XXXX XXXX letter again ignores this evidence and asserts blanket denial with no explanation. 

5. SYSTEMATIC PHONE-VERIFICATION HARASSMENT STILL IGNORED PNC does not respond to this issue at all, despite multiple complaints : They XXXX my online banking and mobile-app access. 
They forced me to repeatedly verify through 20+ phone questions even after SMS authentication succeeded.

Agents repeatedly ended with Go to the branch, despite the branch being open only during work hours.

They blocked all digital access as a harassment tactic after disputes were filed. 
PNCs XXXX XXXX letter contains zero acknowledgment of this issue.

This silence is deliberate evasion.

6. CONFLICT OF INTEREST XXXX XXXX SHOULD NO LONGER ANSWER I have already documented that XXXX XXXX provided false information in prior responses. 
Having the same individual answer every complaint especially ones alleging her own false statements is inherently inappropriate. 
This creates a conflict of interest that prevents objective review. 
The CFPB should require that another representative respond, and that each factual question be addressed individually and truthfully.

7. PNC REFUSES TO ADDRESS EVIDENCE EVEN WHEN PROVIDED DOCUMENTS Despite providing : The written denial letter citing overdraft history, The police report and detectives confirmation, The dispute timeline, The conflict-of-interest evidence, The date-based retaliation pattern, PNC responds with pure boilerplate and the statement unable to substantiate any inaccuracies. 
This is factually false.

8. REQUESTED CFPB ACTION I request the following : A. Require PNC to assign a new, independent representative XXXX must be removed due to conflict of interest and repeated non-response. 
B. Require PNC to answer EACH question directly, including : 1. Why the denial letter cited overdraft history.

2. Why PNC now claims merchant verification instead.

3. What investigation was performed. 
4. Why digital access was XXXX. 
5. Why I was forced into branch-only operations.

6. Why phone-verification harassment occurred.

7. Why my account was closed 17 days after filing federal complaints.

8. Why a banker warned me of dispute abuse closure.

9. Why PNC continues to deny the obvious factual contradictions.

C. Require PNC to acknowledge the Reg E violation in writing.

D. Require PNC to produce the internal investigation records relating to : The dispute denial, The account closure decision, The digital-access lock, The phone verification escalation. 

9. FINAL SUMMARY PNCs XXXX XXXX, XXXX  response is another example of : Boilerplate evasion False statements Internal conflict of interest Retaliation Failure to comply with federal law Failure to engage with facts Failure to address any evidence or specific questions I request CFPB intervention to ensure that PNC provides a fact-based, point-by-point response, assigned to someone other than XXXX XXXX, and that PNC is held accountable for its repeated false statements and clear violations of Regulation E. 
I would consider hiring a consumer protection attorney if theres one more boilerplate

Company response to consumer: Closed with explanation