Consumer complaint received 2026-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: PNC Bank N.A.
State: FL

Complaint narrative:
I am filing this complaint because PNC denied my fraud claim for an unauthorized {$3500.00} XXXX transfer even though I did not authorize the transfer, I do not know the recipient, I received no benefit from the transfer, and I reported it to PNC while it was still pending before it posted. PNC has not provided evidence proving that I authorized the transfer or explained why it was allowed to post after my fraud report. The unauthorized XXXX transfer was dated XX/XX/year>. PNCs dispute reference number is XXXX. The transaction appears to have been a XXXX transfer sent to XXXX XXXX XXXX at phone number XXXX, confirmation number XXXX. I did not authorize this XXXX transfer, did not initiate it, did not approve it, did not give anyone permission to make it, and did not knowingly provide my account, card, online banking login, password, PIN, security code, or device access to anyone for this transaction. I do not know or recognize this recipient, did not intend to send money to this person, and did not receive any goods, services, repayment, benefit, or value from this transfer. This was not a situation where I voluntarily sent money to the wrong person or was tricked into sending money. I am stating clearly that this XXXX transfer was initiated without my authorization. As soon as I saw the transaction appear as pending on my account, I immediately contacted PNC through its online chat while the transaction was still pending and before it posted, and I reported the transaction as fraudulent and unauthorized. Despite my report while the transaction was still pending, the transaction was later allowed to post. PNC then denied my fraud claim and stated that no error occurred and that I am responsible for the transaction. I strongly disagree with this determination. PNC has not provided evidence that I authorized this XXXX transfer, benefited from it, or that the transaction was properly authenticated by me. PNC also has not explained why the transaction was allowed to post after I reported it as unauthorized while it was still pending. I contacted PNC to ask where I could submit a written appeal, supporting evidence, and documents for reconsideration. I was told that PNC does not have an email address or electronic submission option available for this matter and that it could only be handled by phone. This is concerning because I need to create a written record and submit supporting documents, including the XXXX XXXX, denial letter, written appeal, and police report once available. Because PNC has not provided an email or upload option, I am preparing to submit a written Notice of Error, Request for Information, and Regulation XXXX reconsideration request by certified mail to PNC. I filed a police report regarding this unauthorized XXXX transfer. The agency case number is XXXX. At this time, I have only been provided a victim confidentiality/case-number form and the deputys business card with the case number, which I am attaching as proof that a police case was opened. I have requested, or will request, the full incident/offense report once it becomes available. I am requesting that PNC reopen the investigation under Regulation E and provide a complete written explanation of its decision, including XXXX full XXXX transaction record ; 2-Recipient XXXX enrollment information ; 3-Recipient bank or receiving financial institution if available ; 4-Phone number, email address, token, or identifier used for the recipient ; 5-The exact method PNC claims was used to authorize the transfer ; 6-Whether it was initiated through the PNC mobile app, online banking website, phone, branch, or another channel ; 7-Any IP address, device ID, geolocation, login record, phone number, email address, security code, password reset, PIN, biometric authentication, or two-factor authentication data connected to the transaction ; 8-Whether the transfer was initiated from a device, location, IP address, phone number, or login session previously associated with me ; 9-Any confirmation screen, warning screen, fraud warning, or recipient-verification record allegedly shown or accepted before the transfer was sent ; 10-Records showing when and how this recipient was added, selected, verified, or previously used ; XXXX this was a first-time XXXX recipient from my account ; 12-All chat transcripts, notes, timestamps, screenshots, internal records, and case notes from my original fraud report made through PNCs online chat while the transaction was still pending ; 13-What steps PNC took after I reported the transaction as unauthorized while it was still pending ; 14-Whether PNC attempted to block, cancel, reverse, reject, hold, recall, or prevent the pending XXXX transfer from posting ; XXXX5-And the evidence PNC relied on to conclude that I authorized or was responsible for the transaction. My desired resolution is for PNC to reopen the fraud investigation, refund the unauthorized {$3500.00} XXXX transfer, provide all evidence used to deny my claim, and explain why the transaction was allowed to post after I reported it as fraud while it was still pending.

Company response to consumer: Closed with monetary relief