Consumer complaint received 2025-09-12 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: PNC Bank N.A.
State: OH

Complaint narrative:
On Friday XX/XX/XXXX, I received a text message stating it was a PNC alert asking me to reply XXXX yes or XXXX no if I was trying to send a XXXX in XXXX, XXXX. I simply replied XXXX for no. Then automatically received a phone call. I didn't answer and then received another call right away. The person on the line said they were the PNC fraud team notifying me that someone was trying to send money through XXXX. They then read off to me my recent transactions from that day to make sure those were made by me. They also stated that they had already deposited back some of the money that was already sent by XXXX from this so called hacker. I logged onto my account and saw that there was in fact a deposit in my checking account for around $ XXXX dollars. I was at work and a little distracted, but they told me the hacker changed the number and wanted to know if the primary number on the account was XXXX XXXX something and I immediately said no. They then said they would change it back to my XXXX number and that the hacker tried to change the primary device and they would change that back as well. They went onto state that they were logged in under XXXX XXXX  addresses so it would take time to lock them out and to not log back into my account until XXXX once the phone call is ended. They also texted me a temporary id and password for after it was fixed. They said since some of the money had already been sent through XXXX, that a XXXX  would have to be sent to the XXXX department number in order to reverse it immediately. They initiated the XXXX  somehow and told me to confirm I saw it and to send. They ended the call and I was suspicious once I realized they ended the call so quickly. I called PNC and told them what was going on and all they said was they see a pending XXXX and they can't do anything. PNC switched me back and forth between different departments as I began asking many questions. I could not get any real assistance or answers as to what was happening to my account so after work I drove to a PNC branch and arrived at XXXX. The employee there was shocked that my account wasn't already placed on hold. ( The hackers had XXXX and a half hours to be in my account doing whatever they wanted with access to all our personal information ). I explained I had called PNC multiple times and was not receiving much assistance. That same night I called PNC again with another question and the person on the phone gave me the number to the fraud team. I spoke to the fraud team at approximately XXXX on XX/XX/25. The fraud team asked if I had spoken to anyone from their department already and I said no, they were shocked that no one sent me to them with the first phone call to PNC which was made at XXXX that day. I found out from the fraud team that night, that someone logged into my account on Monday XXXX in XXXX  and Fri XXXX in XXXX. PNC did not alert me of these unusual log ins. They state that they do alert customers of unusual logins to their account. Also, PNC did not protect my account and the thieves were able to log in switch money from my savings to my checking. I am upset that my account was not protected, that our family lost thousands of dollars, and that no one alerted us of these unusual log ins made out of state, which would have stopped any of this from happening. They were able to take every amount of money in both our checking and savings. It is now 7 days later and we still have no credit or returned funds. I call to receive updates and the lady at the executive branch is nice, but there is no movement/help for our family who are long term customers that trusted our funds were safe with PNC, not realizing they were left unprotected. To me it is like putting your physical cash into the actual bank location and the employees leave the bank doors unlocked at night.

Company response to consumer: Closed with explanation