Consumer complaint received 2020-04-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: PNC Bank N.A.
State: NJ

Complaint narrative:
I reported to PNC Bank that I was a victim of identity theft/fraud, stating that this had occurred on two ( 2 ) separate occasions. On XXXX20, I attempted to email spam/phishing department important documents regarding the identity theft/fraud that had taken place, however I was told that they do not handle cases of identity theft and that I needed to call. I questioned as to why I needed to call when I spoke to someone already, and that all I needed to do was email or fax the paperwork over. It was explained to me once again that I needed to call or stop into a branch, which I did question the rationale behind physically going into a branch during a national pandemic. 

Being that calling PNC Bank was my only option, I contacted the fraud department and spoke to a woman ( I forgot her name ) regarding the need to submit my Identity Theft Affidavit along with several other documents ( IC3 Report, Police Report, and a general letter of my rights as a victim to identity theft ). I was placed on hold several times only to be asked about issues that had nothing to do with what I was calling about. I asked the woman if the fraud department had an email address and/or fax number so that I could submit my documents. The woman told me they did not have an email or a fax number for the fraud department. This boggles my mind that a fraud department at a major financial institution wouldn't have a fax machine being that customer need a source of sending their documents in regarding fraudulent charges due to identity theft and such. 

As an identity theft victim, it is imperative to contact your bank ( s ), the credit bureaus, FTC, and other such entities, but even more importantly submit the documentation needed to show the fraudulent charges/changes/information/etc. Also, for identity theft victims, it is crucial to submit a letter that states that your personal information needs to be placed under specific guidelines, such as destroying prior documents obtaining reimbursements amongst other things. I send the information to one of the top-ranking executives via email, knowing that I am not going to get a response, but I am at loss as to what to do with this companies lack of email/fax service in 2020. Time is of the essence when it comes to dealing with identity theft/fraud. In the IC3 report alone, there are close to twenty ( 20 ) claims itself. In the second report that occurred most recently, there are roughly 6-8 that I saw just looking offhand. Putting this to the side will not make it go away. 

For the woman in the fraud department not to even look for and/or offer an alternative fax/email for me to send my documents to proves to me that PNC Bank does not care nor do they want to deal with identity based crimes of their customers. I also believe that due to the amount of money that would need to be refunded for the first case of identity theft ( {$7900.00} ) is a factor as to why they aren't acting with much concern. 

Most importantly above anything, the mere fact that PNC Bank is acting negligent to the rights given to an identity theft victim by law is a crime in itself. How could you intentionally not find a solution for a victim of such a devastating act? If they were going through what I am going through currently with the second count of identity theft/fraud, I am sure they would be singing a much different tune then the one they are now, which is non-existent.

Company response to consumer: Closed with explanation