Consumer complaint received 2025-03-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: PNC Bank N.A.
State: SC

Complaint narrative:
While we have been satisfied and faithful customers of PNC Bank for the past 27 years we have seen every XXXXXXXX XXXX XXXX XXXX XXXX XXXX we have earned in our adult lives go into our PNC accounts where we trusted it was safe. We also have been PNC credit card holders the entire time and even passed along the PNC tradition to our XXXX children as they have grown into adults. That is why it saddens us to be compelled to express our grievance and let you know that we will be ending this lifelong partnership and relationship. 
Now, in our time of need, we sought the same support, faithfulness and loyalty that we have given you, yet it seems you will not step up and make good on what would be simple good faith on insured money. 
Several months ago, our oldest son 's PNC debit card was compromised and the perpetrators who somehow got his information ran up a near {$500.00} charge. He received a fraud alert from PNC, and they cancelled the card and issued him a new one. This was all typical protocol, and PNC did what they should have in rectifying the situation. Here is where things get sticky. Several days later, my son went into the local PNC branch and got his new debit card. The teller and the Branch manager were aware of the situation and were happy to assist. Almost immediately upon leaving the branch, my son received a phone call from a PNC number telling him that his entire account was compromised and that they would guide him through the steps to remedy the situation. He even did a reverse trace to make sure it was in fact a call coming from a legitimate PNC phone number which it was. They instructed him to go back to the branch and withdraw every XXXX  from his account. As he is currently a XXXX XXXX XXXX paying his own way with student loans and any money he can earn in the summer, this was every XXXX to his name. {$5900.00} dollars. The teller and branch, having just seen him get his new debit card did not inquire about this suspicious ( SAR ) withdraw. He was instructed to deposit the cash into the ATM right there at the branch into his supposed New Account. Knowing he was just compromised earlier that week, he took the instruction of the XXXX separate PNC employees on the line, not wanting to be compromised again. 
This was obviously a very intricate scam designed to prey on innocent customers. Your customers. Coming from a phone number at your bank. With the entire incident occurring at your bank branch. And it has been confirmed that the money went into a PNC bank account and that you are aware of who the owner of that account is. All of this is documented, on film, as well as the actual time stamp and account trace on the ATM. 
While I hate to say it, this appears to be an inside job. My son has since filed a fraud report at the branch and with your corporate office fraud department and has also filed a police report. This Investigation has gone on now for three months with little to no communication from your fraud department. The police have not had a return phone call despite having called PNC multiple times. Today we were informed by your fraud department that re-imbursement for our loss will not be considered despite the money being insured. The bank is insured for this very thing. Theft! While it was not a bank robbery, it is theft nonetheless and very suspicious theft at that. While you can point to what XXXX XXXX have done wrong in this situation, the fact of the matter is that he is a victim here. And he is your customer that was victimized. Id hate to see what would happen in an actual bank robbery and what protection might be offered to customers. 
Clearly, you are not looking out for us, the little people, who dont comprise your elite customer base. We have been willing to comply and assist in this investigation at every turn while it has been like pulling teeth to get answers and cooperation from your organization at PNC. 
While it is clear our relationship and money is just not very important to you, we will be taking every XXXX out of your institution, cancelling all credit cards, and leaving PNC. We will be sure to tell all family, friends, and potentially social media how we were treated and let everyone know that it appears like an inside job. They can make the choice as to if they would ever partner with you and trust their money with such an institution.

Company response to consumer: Closed with explanation