Consumer complaint received 2024-12-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: PNC Bank N.A.
State: PA

Complaint narrative:
XX/XX/XXXX, I received a text message from my phone carrier saying my autopay didnt go through. my bill is due on the XXXX so thought it was slightly odd but it was directly from my cell phone carrier ( XXXX  ). i clicked the link and paid my bill manually. 10 minutes later received another message from my cell phone carrier saying my sim card was inserted into a new device. I tried to call XXXX  but it was immediately disconnected. so i drove to the nearest XXXX  store and got a new sim card. at this point someone was making modifications to my cell phone account without my knowledge since i logged in to pay my bill. XXXX  store gave me a new sim card, once the new sim card was inserted i received a message from my PNC online banking saying my password was reset. so i go across the parking lot to pnc saying please freeze my online banking. the local pnc person then proceeded to print new debit cards and we changed my password together. In the middle of saying thank you to the PNC rep at my local branch i received another txt message from XXXX  saying my sim card was inserted into another device. run back across the parking lot to XXXX. receive another sim card for my phone. shortly after after inserting another txt message from pnc saying my PNC password was reset. so back over to the bank, and its closed. i call pnc phone number and wait the 30 minutes it took to finally talk to a rep, they said oh, your other phone number is receiving the 2FA the other phone number listed on my bank account was my fiances phone number. the hacker completely removed her phone number from my cell phone account and put it on a seperate account. now XXXX  wont authorize me to have it back. while on the phone with pnc rep, he removed the phone number from the account but by this time it was to late. the hacker had already stolen the phone number, logged into my pnc account. took a cash advance of {$1200.00} on my PNC credit card to my checking account. tried to use my XXXX to send it to themselves at {$50.00} transfer. my XXXX stopped the payment so then the hacker created a new XXXX  account with my fiances name and phone number that they had stolen and transfered {$1200.00} to theyre email address with the name " XXXX XXXX ''. i go back to the bank the next day to find out what to do about all this and she disputed the transactions. few days later i receive a letter from pnc saying the dispute was cancled because i authorized the cash advance and transfer. so back to the bank i go. dealing with the same person at PNC since she witnessed the whole thing unfold. she disputes it again with details referring to the event. few days later receive a letter again stating my dispute was denied since the other person listed on my account did the access. i again tell the reps at pnc the phone number was stolen and PNC allowed continuous password resets and several times for a new device ( being the hackers phone that now has our phone number ) they tell me theres nothing i can do about it and because i had filed a police report we will just let the police resolve it. they also told me to just make normal payments of this new balance transfer at 30 % plus charges of the cash advance. meanwhile .... i was payed 3 days prior to the event had plenty of money in my account total higher then the cash advance so there was absolutely no need for me to make a cash advance. during all these phone calls with PNC one rep states they know the devices location was outside of my normal location by XXXX miles somewhere in the state of florida, i live in pennsylvania so that means they have evidence that my device was in pa, then florida 10 minutes later on a new device, then 10 minutes later back in pa, then florida again 40 minutes later finaly ending in pa, also the 2nd phone number listed on my pnc account was able to also be in pa then withinin minutes be in florida where we then canceled the phone number the following day. PNC is still trying to charge me for this fraud transaction even though i was at the bank saying please stop everything within 10 minutes. Had the pnc bank manager froze my account like i asked that night all of this would have been prevented. PNC failed me multiple times that night, allowing unauthorized access by password reset several times, allowing unknown device to make transactions, allowing a new location to make transactions.

Company response to consumer: Closed with monetary relief