Consumer complaint received 2024-07-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: PNC Bank N.A.
State: MD

Complaint narrative:
Fraud was committed on my personal checking account with PNC Bank PNC reactivated my ex-wifes alimony payments. 
We filed a PNC Dispute on XX/XX/year> : Confirmation is # XXXX. 
PNC denied the claim on XX/XX/year> saying the alimony payment was valid. They never called us to find out if it was valid. We were not sure how they arrived at this erroneous conclusion. 
We then met with PNC XXXX XXXX on XX/XX/year> to reinitiate the dispute that was previously denied. The staff we met with was XXXX XXXX, XXXX, XXXX. She refiled the dispute. 
PNC again denied the second claim again on XX/XX/year> saying it was valid. Unfortunately, the dispute department clerk never called to validate this. 
We refiled the complaint again for the third time and received denial again on XX/XX/year>. Again, no one called us to validate what happened. 
XX/XX/year> : We contacted the PNC Fraud Department directly. XXXX, the agent we talked to, said that the PNC Dispute Department does not talk to the PNC Fraud Department on fraud claims. XXXX? Are you serious? He then stated, We have reviewed this transaction and we know it was NOT you. When we asked for the XXXX address of the hacker, they refused to provide it. 
A fourth attempt on this claim has been made was verbally it was a valid transaction, we debated, they said they would get back to us. They never did. 
Here are the facts why it is NOT a valid transaction : XXXX. PNC activated a recurring payment to ex-wifes XXXX XXXX XXXX  alimony account that had been stopped 3 years earlier when my court-ordered responsibility was fulfilled. 
2. PNC said I mustve done it by mistake when I was doing a 1-time payment to my XXXX bank personal account from PNC. This is factually wrong because of the following evidence : a. It was the wrong amount. {$2500.00}, not the {$2000.00} I was moving to XXXX Bank. 
b. Reactivating a recurring alimony payment to an ex-wife after alimony was completed is beyond reason. Why would someone do this? I didnt. 
c. PNC said it could have been because I pushed the wrong account button for the transfer to Chase and hit my ex-wifes XXXX XXXX XXXX account by mistake. This is impossible because : i. This fraudulent transaction was not a one-time transaction as the XXXX transaction was, but was set up as a recurring transaction. So a simple mis-pushed button is impossible when you set up a recurring transaction because to set up a recurring transaction you have to push a LOT of other buttons/fields : XXXX. Click a separate link to make it Recurring 2. Enter a Start Date 3. Enter a Frequency 4. Enter a Duration 5. Enter a Memo 6. Then Submit ii. Doing ALL THIS BY MISTAKE is impossible. 
d. This fraud was committed at XXXX when I was sleeping. 
XXXX When I called the PNC Fraud Department to get the IP address of that fraudulent transaction, they refused to give it to us but told us several times that they know it was not me. 

Clearly, I was hacked and the PNC Fraud Department knows it was not me doing that transaction at XXXX. I don't if it is possible that my ex-wife had access to old login information for this account and committed the fraud or if it was a hacker. PNC Fraud Department refuses to tell me who it was. The only other possibility is that the PNC software system has a glitch that inadvertently reactivated a recurring transaction that had been deactivated years earlier.

Company response to consumer: Closed with explanation