Consumer complaint received 2025-02-02 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: PNC Bank N.A.
State: DE

Complaint narrative:
PNC Bank and XXXX XXXX XXXX ( owned in part by PNC Bank ) allowed us to be defrauded by a scammer through the XXXX payment system and are doing nothing to prevent the frauds or stop the criminals/bad actors from preying on the American public. 

On Thursday, XX/XX/XXXX, in response to a XXXX posting, by a person known to us ( high school friend ), for the sale of personal belongings of an ill parent, we agreed to purchase a XXXX XXXX XXXX. Prior to the agreement to purchase we reached out to the " poster '' via XXXX direct message to confirm the price and authenticity of the post. The post directed us to contact a relative who was handling all sales via cell number. I proceeded to communicate with person via text message ( they did not answer call, should have been a clue ) and we sent a deposit of {$1000.00} via XXXX for the vehicle. Immediately after the deposit was sent the texter then asked for an additional deposit which immediately raised my suspicions. At this point I directly called the " original poster '' on their mobile phone ( different from the person I was working with on the sale ) and was informed their XXXX account was compromised 2 weeks earlier and that a bad actor had full control of the account. The account owner then asked we immediately notify XXXX of the fraudulent/scam post, which was done. We then immediately called XXXX to cancel/stop the payment and they directed us to contact our bank, PNC Bank , about the payment cancellation. Upon reaching PNC Bank via telephone we were told there could be nothing done until after the transaction posted and that we should go directly to the local branch in the morning to open a dispute. 

On Friday, XX/XX/XXXX, I went to the local PNC Bank branch in XXXX XXXX, Delaware to open the dispute. I met with a local representative who proceeded to attempt to open a dispute on my behalf. The local representative at the PNC Bank branch was directed by his system to contact a specific department via telephone to open the complaint. The complaint was opened with PNC Bank via telephone from the branch. The telephone representative collected my information and a summary of the incident and told me an investigation would be completed. I informed the representative that I would also be opening a criminal complaint for the scam/fraud with the local police department. I was then read a number of disclosures related to the investigation, time to complete, potential for recovering the money and expectation. When I completed the dispute with PNC Bank I then proceed to the XXXX XXXX Police Department ( Delaware ) and opened a criminal complaint # XXXX. 

On Sunday, XX/XX/XXXX, I opened a letter from PNC Bank dated Monday, XX/XX/XXXX. The letter stated the dispute was resolved and " Based on our investigation, you authorized the transaction, and it was processed as instructed. As a result, your dispute is denied. '' It is my opinion that XXXX XXXX XXXX and PNC Bank are engaging in a number of deceptive practices that allow these scams/frauds to be perpetrated and are protecting the bad actors by not actually investigating the disputes/complaints. I believe that XXXX XXXX XXXX and PNC Back are complicit in the criminal activities by providing a transaction platform that promotes the protection of the bad actors. 

Deceptive practices engaged by both XXXX XXXX XXXX and PNC Bank include their deceptive complaint process where they attempt to make it difficult for the victims to actually open disputes/complaints and, where possible, delay as long as possible from taking complaints. Failure to adequately investigate the scams/frauds and failure to recover defrauded funds. Failure to report to and work with appropriate law enforcement agencies to investigate the criminal activities. Failure to adequately inform their customers/clients of the risks associated with their payment platform. Deceptive marketing regarding the safety of their payment platform.

Company response to consumer: Closed with explanation